1. How do I track my order?

Once your order is shipped, you will receive a tracking link via WhatsApp, SMS, and email.

If you need any further assistance with tracking your order, please contact our customer support team.

2. My order delivery is delayed. What should I do?

We apologize for the delay. Delivery timelines may vary due to logistics or unforeseen circumstances.

You can track your shipment using the tracking link shared with you. If you need further assistance, please contact our customer support team.

3. Can I cancel my order?

Customers cannot cancel orders directly through the website.

If you wish to cancel your order, please contact our customer support team as soon as possible. Our team will assist you with the cancellation, provided the order has not been processed for dispatch.

Once the order has been shipped, cancellation requests cannot be accommodated.

4. Do I need to create an account to place an order?

No. You can place your order as a guest. However, creating an account allows you to manage your returns and enjoy a faster checkout experience.

5. Can I change my delivery address or mobile number after placing an order?

If you need to update your delivery address or contact number, please contact our customer support team as soon as possible with your Order ID.

Changes are subject to the shipment status.

6. Do you charge for shipping?

We offer Free Shipping on orders above ₹999.

A shipping charge of ₹50 applies to orders below ₹999.

7. How long does delivery take?

Orders are typically shipped within 24–48 hours.

Estimated Delivery Timelines:

• Metro Cities: 3–4 working days
• Urban Areas: 4–6 working days
• Remote Areas: 5–8 working days

Please note that delivery timelines may vary depending on your location and courier service availability.

8. Is Cash on Delivery (COD) available?

Yes. Cash on Delivery (COD) is available for all orders across India.

9. What payment methods do you accept?

We accept:

• Credit Cards
• Debit Cards
• UPI
• Net Banking
• Digital Wallets
• Cash on Delivery (where available)

All online transactions are secured using industry-standard encryption.

10. What is your return and exchange policy?

We offer free returns and exchanges within 15 days of delivery.

Products must be:

• Unused
• Unwashed
• Returned with original tags
• Returned in original packaging

11. How do I request a return or exchange?

Follow these simple steps:

1. Visit our Return & Exchange Portal:
   https://twinbirds.co.in/apps/return_prime
2. Enter your Order ID and registered mobile number, then click "Find Your Order".
3. Select the item you wish to return or exchange and click "Return" or "Exchange".
4. Select the appropriate reason and provide additional details if required. Click "Next".
5. Review and confirm your pickup address, then click "Proceed to Return".
6. Our team will review your request within 24 hours. You'll receive an approval or rejection email.
7. Once approved, reverse pickup will be arranged and pickup/tracking details will be shared via email.

Refund Information

Prepaid Orders

Refunds will be processed to the original payment method within 7 business days after successful return pickup.

Cash on Delivery (COD) Orders

Store Credits equivalent to your order value will be issued within 24–48 hours after successful return pickup.

Store Credits will be shared via email and WhatsApp and can be redeemed on your next purchase.

If you need assistance, please contact our customer support team.

12. How can I check my refund status?

Please contact our customer support team.

Refund Timelines

• Prepaid Orders: Refunded to the original payment method within 3–5 business days after successful return pickup.
• COD Orders: Store Credits (Coupon) issued within 24–48 hours after return pickup.

You will receive confirmation via SMS or email once your refund has been initiated.

13. I received a wrong, damaged, or defective product. What should I do?

We're sorry for the inconvenience.

Please contact our customer support team within 48 hours of delivery and share:

• Your Order ID
• Clear images of the product
• Images of the packaging

Our team will assist you with the next steps.

14. Can I return an online purchase at a Twin Birds store?

No.

Products purchased from twinbirds.co.in cannot be returned at Twin Birds retail stores.

Returns and exchanges can only be initiated through our online return portal.

15. Why do I receive Store Credits instead of a cash refund for COD orders?

Since Cash on Delivery (COD) orders are not linked to an online payment method, refunds are issued as Store Credits.

Store Credits can be used on your next purchase at Twin Birds and are shared via email and WhatsApp within 24–48 hours after successful return pickup.

16. How can I find the right size?

A detailed Size Guide is available on every product page to help you choose the right fit.

If you need further assistance, our customer support team will be happy to help.

17. How should I care for my Twin Birds products?

Please follow the wash and care instructions mentioned on the product label or product page to maintain the quality, colour, and fit of your garment.

18. How can I contact customer support?

19. Can I request a callback?

Yes.

Please share your Order ID, registered mobile number, and preferred callback time with our customer support team.

We'll get back to you as soon as possible.

20. Do you ship internationally?

International shipping availability depends on the destination country.

Please contact our customer support team for more information.

21. Do you accept bulk or wholesale orders?

Yes.

For bulk purchases or wholesale enquiries, please contact our customer support team with your requirements.

22. Do you collaborate with influencers or content creators?

Yes.

We welcome collaborations with influencers and content creators.

Please share your social media profile and engagement details with us. Our marketing team will review your request.