FAQ

PRODUCT:

 Are Twach products handmade?

Each Twach product is handcrafted using the finest materials.

How do I take care of my Twach leather products?

The product can be cleaned using a soft cloth dipped in moisturizing cream. Oil and Ink mark should be avoided, cleaning them would not be possible. Please refer to our care label that comes along with the product or on the product description page.

Are minor marks and scratches considered to be defects?

Leather is a natural product and we do not alter its characteristics. These are inherent properties and thus not a defect, though it may not be prominent.

ORDER:

How will I receive my Order?

We have tied up with reliable and reputed logistic companies, so you can sit back, relax and expect your order to be delivered to your doorstep. All orders will be delivered in fully sealed tamper proof covers to protect your goods and ensure that they reach you in perfect condition.

Is there a way I can TRACK MY ORDER? 

Please use the ‘Track your order’ option at the bottom of the homepage (footer). Click on the button and enter your details; For further queries, kindly send an email to customercare@twachstore.com

What is the expected time frame for my ORDER To be delivered? 

Generally, it takes around 5-10 days for your order to be delivered.

I used my tracking number to check the details of my shipment but the information is not clear to me. 

Please drop us an email at customercare@twachstore.com for further information.

CANCELLATION:

Can COD orders be cancelled?

COD orders can be cancelled directly from the registered account before it gets shipped. If you face any issues, please drop a mail to customercare@twachstore.com

How do I Cancel my prepaid orders?

You can cancel an order until it has not been packed in our Warehouse on App/Website/M-site. This includes items purchased on sale also. Any amount paid will be credited as store credits.

If you had selected Cash on Delivery, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking you will receive refund into the source account within 7-10 days from the time of order cancellation.

The refund amount will be added to your store credit which can be redeemable with the coupon code provided. Simply plug in the coupon code and make your purchase.

What if I have lost the coupon code before making a re-purchase?

Do not worry. We have a robust database and can pull out the required information for you. For further queries contact customercare@twachstore.com

Would I be able to cancel the order after it is shipped?

If the order is shipped already, unfortunately we wouldn’t be able to cancel it. However, you can politely refuse to accept the shipment and let us know about it. If you have accepted the shipment, no worries, you can return the product and exchange it for something else.

In case you desire any changes or edits in your order, please write to us at customercare@twachstore.com. Our Customer Care representatives will help you out with customized solutions wherever possible.

RETURN:

How do I return a product? 

We strive to provide the best and match our images with the originals. In the rare case, if you are not happy with what you received, you can call us at 91-9632659273 or send us an enquiry customercare@twachstore.com within 8 days from date of purchase. Just mention your order number and we will send a courier person to pick up the product from you. You need to pack the product back in its original packing and seal it.

Hand the packet over to the courier person and as soon as we have it back, we will refund the amount as Twach store credit or exchange your product as per your choice. You can use the mentioned credit points to buy anything from the website.

Please note that we will arrange a reverse pickup (possible in whichever areas) once; any further courier charges after the first reverse pick up will be borne by the customer.

What do I do if my order is received in a damaged condition? 

Our apologies in case such an incident occurs. Please contact us via telephone on 9632659273 or via email at customercare@twahstore.com within 8 days of receiving the order.

For our records it is necessary to click a picture of the defect and email it to us along with your order number. All you need to do is pack the product in its original packing and seal it so we can arrange for a courier pick-up from you. Once we have the product with us, we’ll conduct a quality check on it and replace the product for you or refund the amount in the form of store credit.

Where should I send my return?

You could get in touch with us and we can arrange for a reverse pick up from your address.

OR

You can fill out the return form and send your package to our warehouse directly:

Twach

#724, Lakshmi Nivas, 7th main,

Mahalakshmi Layout, Bangalore-560086

We will refund your amount as Twach store credits.

I know it’s been more than 8 days since I bought this item. but it’s defective and I want to return it. can I?

You can only return your product within 8 days of receiving it.

REFUND:

What are the terms and conditions for refund?

  • You can ask for a refund against any of your order within 8 days of its date of delivery.
  • You will receive the refund amount as store credit which you can utilize to make a purchase

within 6 months.

  • If you are a guest user you will need to register with the email address which you had used to place your order to gain access to your store credit.
  • For any other requests or queries regarding this, kindly write to us atcustomercare@twachstore.com

How long the refund procedure takes?

  • The refund procedure will be initiated within 24 hours once we receive your product. Once initiated, a confirmation email will be sent. You can use the unique number provided in the mail to purchase at your convenience

Where should I return my product?

  • You could courier the product to us at the address mentioned below and we will reimburse courier charges

Twach.
#724, Laxmi Nivas,
7th main, Mahalaxmi Layout,
Bangalore-560086,
Karnataka, India

I haven’t received my refund yet. What should I do?

Please write to us at customercare@twachstore.com and we will solve the issue.

 

REFUND POLICY:

Customers can return their order within 8 days of the order delivery.

All returns must be in unused condition with all original tags and packaging intact.

Refund of shipping and COD charges is not applicable.

To schedule a return, please fill in the Return Form which is available in the “My Orders” section of your Twach Account. The Reverse Pick up facility is available on limited pin codes.

If you choose to self-ship your returns, you are requested to pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you to do it through a reliable local courier service.

For replacement, kindly follow the return procedure for the product you want to replace and then use the store credit we give you to place the order for the new product.

SHIPPING:

Is there a charge for cash on delivery purchases? 

We do not charge you anything on cash on delivery purchase. The amount in the product description page is the final amount (all inclusive).

Do you deliver out of India? 

Yes, we do ship to international destinations but only through speed post. Shipping charges would be extra which with a heavy heart, we have to ask our consumers to bear.

Can I modify the shipping address of my order after it has been placed?

We can change your address before your order has been dispatched. However, after shipping we cannot change the address.

In urgent cases, you can write to us at customercare@twachstore.com

GIFTING:

Do you offer gift wrapping facilities? 

Kindly let us know in advance your ‘Big Day’ purchase and we shall gift wrap your product along with a message (if you require us to do so). Get in touch with us on 99—— and we will act according to your command.

I want to gift something to my friend, but i do not want you to send the bill to her. can you help me on that? 

No, we can’t make any transaction without a bill.

PAYMENT:

Is it safe to shop online if I make payment using net banking, Debit card or Credit Card?

All Credit Card, Debit Card and net banking transactions are processed over a secure encrypted connection.

Are there any COD charges?

No

Are there any hidden charges?

There are absolutely no hidden charges. All the charges that includes shipping, taxes etc are borne by us. You just have to pay the amount reflected on your product description page.

What should I do if my payment fails?

In case of a payment failure, please retry ensuring:

  1. Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) and that your Internet connection is not disrupted in the process.
  2. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. For any further clarification, you can email us on customercare@twachstore.com

My payment failed while making a purchase. what should I do? 

Please get in touch with us and update us with your transaction details via email or a call. You can reach us via telephone on customercare@twachstore.com