FAQ's

Account Credentials

We recommend you register to shop at  www.twills.in. You can also purchase using your social login or through guest login. However, once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address or Phone number) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.

It is important to disclose these details as it helps facilitate a smooth operation and ensures a secure shopping transaction for you. Rest assured, your data will remain secure with us.

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All your personal information, including your credit card number, is encrypted by SSL while you are placing the order.

We endeavour to make every transaction you make at www.twills.in 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at www.twills.in.

Click on ‘Forgot Password’ option available on the Sign in/Register page and a link to re-set your password will be mailed to your registered email id.

You can edit your personal information in the "My Account" section.

Orders And Tracking

You will be receiving an email from twills.in has received your orders and will process it as soon as possible. You will also be receiving emails when the orders reach next level of Processing, Shipment or Dispatched.

You can check the status of your order via the Tracking link shared with you via SMS, or by clicking on “Track Your Order” listed on the top right corner of the homepage. Upon clicking, you will be asked to provide your Order No. or your Mobile No. You can then view your order history and track your current order/s in real time.

Please Note:  The tracking link is activated post 24 hours of the order being shipped.

Sometimes, we ship orders in multiple parts, so we can get you each part faster, therefore, one of the shipments may arrive in advance of another.

We are ready to sort any issues in the order straight away when the order has been delivered.

As soon as you discover a fault, please contact our Customer Care team with :

The order number
The faulty item's name and number
A description of the fault
An image where the fault can be seen clearly

You can mail all these details to customercare@twills.in and We'll get back to you as soon as we can.

Occasionally we may have to cancel an order if:

The product is out of stock or discontinued
The item is damaged in transit

As we accept only pre-paid order, we will refund the amount to your payment source account.

Payments

We do not offer Pay on Delivery options at www.twills.in

We currently accept India-issued debit and credit cards (Visa, MasterCard, American Express, RuPay) net banking and Mobile wallets.

Return, Refunds And Cancellation

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead.

You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel’, you still have time to cancel by clicking the button.

If the cancel option is not available, then it is too late to cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.

A request for return can only be raised post 24 hours of receipt of product. All returns requests must be received within 15 days of delivery. To return a product, view the order details in - My Account > Orders> Select Product > Return. Once the request is processed, the return order will be picked up from the address provided by you while placing the return request and will further be processed as per the Return Policy.

Please provide your product details and the reason for your return, so we can keep improving your shopping experience. Once your return request has been generated, we’ll send you a confirmation via SMS and email.

Most items are eligible for returns (and refunds), except for personal use items such as masks, swimwear, innerwear ( boxers, and breifs). 100% refund if the product meets our Return Policy (items are in their original condition, where the item is unworn, unwashed, without alterations and has all tags attached.)

We are unable to provide returns under following circumstances:

Products that are damaged due to negligence towards Wash Care instructions not being followed as per wash care label

Twills.in reserves the right to deny refund if the item does not meet its Return Policy guidelines. We guarantee our merchandise to be free of manufacturing defects. If you receive a damaged or defective item, or your item proves to be defective in workmanship or materials within 15 days with normal wear (excluding stains), we will always accept the item for assessment and provide a refund if validated as faulty.

The refund will be processed post quality inspection of the product(s). This may take 5-7 working days post receipt of goods at our fulfilment centre.

If you used a promo code or discount at the time of purchase, you will be credited only for the final amount you paid after using the promo code.

Return pickup of your product might fail if the return pickup executive was unable to locate your address or if no one was available at the address to hand over the product. Usually in such circumstances the executive will try to reach you on your mobile number.

If the first pickup attempt failed, we will set up another pickup date and time and communicate the same to you.

As we only accept pre-paid orders, you can choose to receive the refund back to the payment source account, where the payment was made from, or you can receive the refund as credits in your website account, which can be used for future transactions.

To select your preferred mode of refund, please go to My Account> Orders> Select the product/s > Select ‘Cancel’ or ‘Return’. You will be directed to a page where you can select the preferred way for initiating a refund.

Back to Source – You will receive the refund in card / account used at the time of purchase. The refund will be initiated after receipt of returned merchandise at our fulfilment centre. It may take up to 7 – 12 business days for the amount to reflect in the source account.

Exchange

We are unable to offer exchange for products bought on Twills.com at this time. If you’re not satisfied with your order, please return and place a fresh order.

Shipping And Delivery

We make our best efforts to ship each item in your order within 7 working days of the order confirmation date. However, in some cases, we may take longer, up to 21 working days, to ship the order as we may have to procure it from some other stores or our suppliers. In the unlikely event that we are not able to ship your order completely within the stipulated time, we shall inform you about the same.

We provide free shipping on all Purchases bought at twills.in except single purchases on Masks, Boxers and Accessories.

No, We do not deliver any products outside India.

Account Credentials

We recommend you register to shop at  www.twills.in. You can also purchase using your social login or through guest login. However, once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address or Phone number) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.

It is important to disclose these details as it helps facilitate a smooth operation and ensures a secure shopping transaction for you. Rest assured, your data will remain secure with us.

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All your personal information, including your credit card number, is encrypted by SSL while you are placing the order.

We endeavour to make every transaction you make at www.twills.in 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at www.twills.in.

Click on ‘Forgot Password’ option available on the Sign in/Register page and a link to re-set your password will be mailed to your registered email id.

You can edit your personal information in the "My Account" section.

Orders And Tracking

You will be receiving an email from twills.in has received your orders and will process it as soon as possible. You will also be receiving emails when the orders reach next level of Processing, Shipment or Dispatched.

You can check the status of your order via the Tracking link shared with you via SMS, or by clicking on “Track Your Order” listed on the top right corner of the homepage. Upon clicking, you will be asked to provide your Order No. or your Mobile No. You can then view your order history and track your current order/s in real time.

Please Note:  The tracking link is activated post 24 hours of the order being shipped.

Sometimes, we ship orders in multiple parts, so we can get you each part faster, therefore, one of the shipments may arrive in advance of another.

We are ready to sort any issues in the order straight away when the order has been delivered.

As soon as you discover a fault, please contact our Customer Care team with :

The order number
The faulty item's name and number
A description of the fault
An image where the fault can be seen clearly

You can mail all these details to customercare@twills.in and We'll get back to you as soon as we can.

Occasionally we may have to cancel an order if:

The product is out of stock or discontinued
The item is damaged in transit

As we accept only pre-paid order, we will refund the amount to your payment source account.

Payments

We do not offer Pay on Delivery options at www.twills.in

We currently accept India-issued debit and credit cards (Visa, MasterCard, American Express, RuPay) net banking and Mobile wallets.

Return, Refunds And Cancellation

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead.

You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel’, you still have time to cancel by clicking the button.

If the cancel option is not available, then it is too late to cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.

A request for return can only be raised post 24 hours of receipt of product. All returns requests must be received within 15 days of delivery. To return a product, view the order details in - My Account > Orders> Select Product > Return. Once the request is processed, the return order will be picked up from the address provided by you while placing the return request and will further be processed as per the Return Policy.

Please provide your product details and the reason for your return, so we can keep improving your shopping experience. Once your return request has been generated, we’ll send you a confirmation via SMS and email.

Most items are eligible for returns (and refunds), except for personal use items such as masks, swimwear, innerwear ( boxers, and breifs). 100% refund if the product meets our Return Policy (items are in their original condition, where the item is unworn, unwashed, without alterations and has all tags attached.)

We are unable to provide returns under following circumstances:

Products that are damaged due to negligence towards Wash Care instructions not being followed as per wash care label

Twills.in reserves the right to deny refund if the item does not meet its Return Policy guidelines. We guarantee our merchandise to be free of manufacturing defects. If you receive a damaged or defective item, or your item proves to be defective in workmanship or materials within 15 days with normal wear (excluding stains), we will always accept the item for assessment and provide a refund if validated as faulty.

The refund will be processed post quality inspection of the product(s). This may take 5-7 working days post receipt of goods at our fulfilment centre.

If you used a promo code or discount at the time of purchase, you will be credited only for the final amount you paid after using the promo code.

Return pickup of your product might fail if the return pickup executive was unable to locate your address or if no one was available at the address to hand over the product. Usually in such circumstances the executive will try to reach you on your mobile number.

If the first pickup attempt failed, we will set up another pickup date and time and communicate the same to you.

As we only accept pre-paid orders, you can choose to receive the refund back to the payment source account, where the payment was made from, or you can receive the refund as credits in your website account, which can be used for future transactions.

To select your preferred mode of refund, please go to My Account> Orders> Select the product/s > Select ‘Cancel’ or ‘Return’. You will be directed to a page where you can select the preferred way for initiating a refund.

• Back to Source – You will receive the refund in card / account used at the time of purchase. The refund will be initiated after receipt of returned merchandise at our fulfilment centre. It may take up to 7 – 12 business days for the amount to reflect in the source account.

Exchange

We are unable to offer exchange for products bought on Twills.com at this time. If you’re not satisfied with your order, please return and place a fresh order.

Shipping And Delivery

We make our best efforts to ship each item in your order within 7 working days of the order confirmation date. However, in some cases, we may take longer, up to 21 working days, to ship the order as we may have to procure it from some other stores or our suppliers. In the unlikely event that we are not able to ship your order completely within the stipulated time, we shall inform you about the same.

We provide free shipping on all Purchases bought at twills.in except single purchases on Masks, Boxers and Accessories.