TwistedTailor
A ground-up Shopify rebuild for the London menswear house. Eight third-party apps replaced with native theme code, roughly $250 a month off the app bill, and a custom size-persistence system called MyFitt that follows the customer around the store.
Visit live siteServices
Shopify build · eCommerce consultancy · SEO · AI support agent
Stack
Shopify · Custom theme · Claude API
Timeline
Ongoing partnership
Year
2024 to present
Twisted Tailor is one of London's most recognisable menswear names, and one we've worked with for years. The most recent chapter is a full ground-up theme rebuild. Eight third-party apps rewritten as native sections, a custom size-persistence system, and a support agent that halved the inbox.
Chapter 01
Website
A second ground-up Shopify build. Eight apps replaced with theme code, roughly $250 a month off the app bill, and a size-persistence system built to the brand.
The brief
Eight apps in, one theme out
The prior build worked, but the app stack had crept up the way every Shopify stack does when a store gets to age three. Cart recommendations, a 'buy the trousers, save 10%' upsell, a size recommender, a size guide app, a gallery app, a wishlist, a bundle app for suits-as-separates, and back-in-stock alerts. Each one a monthly fee, a script, and a thing that broke when someone else updated it.
The new brief was different. Rebuild from scratch. Move every app function into the theme itself. Make every section editor-friendly so the team can extend without a developer. Head down, ship it.
What got rebuilt
Eight apps replaced with theme code
Cart recommendations, the 'complete the suit' trouser upsell, the size recommender, the size guide, the gallery, the wishlist, the bundle logic for suits sold as separates, and back-in-stock alerts. All rewritten as native theme sections. No third-party scripts, no render blockers, no app fees.
The bundle piece matters most. Twisted's suits sell as jacket, trouser, and waistcoat priced individually, but the PDP has to feel like one product. Jacket size and trouser size pick their own dropdowns, the exclusive TT suit carrier drops in as a toggle, and the basket lines up the pieces together. All in the theme, no bundle app underneath it.
Shopify apps retired
8
replaced with theme sections
App bill, off
$250
per month, saved
MyFitt
Live
size follows the customer
Build
8 weeks
start to finish
twistedtailor.com
MyFitt
A size that follows the customer
Twisted sell across jackets, trousers, waistcoats, and casualwear, each with their own sizing grid. Asking a customer to remember four numbers between visits is asking to lose the sale.
MyFitt is our answer. Customers set their sizes once, in a single drawer, and the site remembers. Sizes pre-select on the PDP, collection pages hide styles that aren't in stock in their size, and because it's tied to their customer account the setting follows them cross-device the moment they sign in.
The basket
A suit lands as a suit
The pieces sell separately but the basket has to read as one purchase. Jacket, trouser, and the optional TT suit carrier show as clean line items, the free-shipping threshold sits at the top, and a 'complete the look' rail replaces the cart-recommendations app that used to charge a fee to do the same thing.
Chapter 02
AI Support
An AI customer-service agent that halved support hours while keeping the brand voice intact.
AI
A support agent that knows what's routine
Twisted's support inbox ran hot. Sizing, returns, order status, sizing again. We built an AI agent that reads incoming tickets, answers the repetitive ones directly, and summarises the complex ones for a human to sign off.
Customer service hours are down 50%. Response times are up. Nothing goes out without a human edit.
Twisted Tailor · Support Agent
Theo Bennett
3mWhat's the fit on the Vegas two-piece?
Rhea Kapoor
11mCan I return a jacket without the trouser?
Callum Owens
24mOrder #TT-48201, shipping to Dublin
Nadia Ferrell
1hTailoring on the Monarch tux, possible?
Rhea Kapoor
Return query · Order #TT-48176
Hi, I bought the Vegas two-piece last week but the trouser fit isn’t right. Can I return just the trouser and keep the jacket?
Customer · 11 min ago
AI draft · ready to review
Hi Rhea, because the Vegas is sold as a paired two-piece, returning the trouser alone would break the set. I can either arrange a full return (jacket + trouser) or a size-swap on just the trouser if you’d like to keep the jacket. Which works better?
Deliverables
Next steps
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