I've placed several orders, and I've been very happy with the service. Returns are easy, no questions asked. I had a tie which started to pill, after the return window expired. They sent a replacement before I returned the defective item. Again no questions asked. I would order again without hesitation.
That being said, this sounds like a teaser promotion to get you to try their product. So I'm not surprised there are some limits on quantities. Charles Trywhitt is great choice for OTR rack shirts, ties, and accessories. I hope you can look past this incident.
This has been my experience as well. Extremely easy returns process and very polite.