Frequently Asked Questions (FAQs)
Does Twillo take corporate / bulk orders?
Do you customize/ personalize?
Currently we don’t customize single pieces, however bulk customizations and personalization are possible.
Can I gift wrap my product?
Yes! We can gift wrap your order for an additional cost of Rs. 30.
Can I add a note to my order?
Yes! You can add a cute note card with up to 5 lines which we will include in your order, free of charge and handwritten with love by us.
How do I pay for my order?
You can pay for your order using credit and debit cards (VISA, Mastercard, American Express, Rupay). you can also use Net Banking, Paytm Wallet or Google Pay. We currently do not provide Cash-On-Delivery payment option.
What should I do if my payment doesn't get through or fails?
In the event that money is deducted from your account and the order hasn’t gone through, you’ll get a refund in 5-7 working days. If your payment transaction fails, please contact our Customer Service immediately on +91-9972757700 or email us at [email protected]. You can also message us on Instagram for a quick response.
SHIPPING AND DELIVERY
Where all do you ship?
We currently deliver all over India. Please put in your pin-code to check serviceability in your area.
When will you ship my order?
We normally ship all orders within 2 – 8 business days. Final delivery time will vary based on location.
By when will I receive the ordered products?
We normally process all orders with 3 days and ship them through trusted and reputable courier companies. We try to deliver the products to you within 5 – 7 working days in major cities. In other parts, it usually takes 6 – 8 working days.
However, the duration of the delivery can take 8-10 working days depending on your delivery location. Twillo is not responsible for service transit time. Delivery time to the end user is subject to factors beyond our control (“Force Majeure Event”) including unexpected travel delays from our courier partners and transporters.
Do you have one-day delivery option?
We currently have a one-day delivery option in Bengaluru. The cost of one day delivery in INR 150/- for orders placed before 4pm.
How do I know if my order has been placed successfully?
You will get an order confirmation email shortly after you place the order. If you do not get the order confirmation shortly after placing the order, please get in touch with us immediately at [email protected] or call us at +91-9972757700. You can also message us on Instagram for a quick response.
How can I track my order?
You would also get a confirmation email when your order is shipped with the order tracking details.
How do I check the status of my order?
You can check the status of your order by clicking the tracking link given to you on e-mail.
What if I get an incorrect item?
Just write an email to us at [email protected] with your order number and the issue – we’ll get the right product with you in no time.
It has been over 10 days, my package has not arrived. What do I do?
We try to make sure that never happens, but in the rare event it does. Please get in touch with us at +91-9972757700 or [email protected]