Shipping Policy
Everything you need to know about how we pack, ship, and deliver your Twacha Professional orders across India — safely and on time.
Shipping Overview
At Twacha Professional, we are committed to delivering your skincare products safely, securely, and as quickly as possible. This Shipping Policy outlines everything you need to know about how we handle your orders — from the moment you click “Place Order” to the moment your package arrives at your door.
We currently ship across India, covering metro cities, Tier 2 and Tier 3 cities, and most serviceable PIN codes. We partner with trusted logistics providers to ensure your orders are handled with care at every step.
We currently ship within India only. International shipping is not available at this time. We are working to expand our reach and will update this policy when international shipping becomes available.
Order Processing
Once you place your order on twacha.co.in, our team begins processing it promptly. Here is what happens after you complete your purchase:
Orders placed after 2:00 PM IST on weekdays, or on Saturdays, Sundays, and public holidays, will be processed on the next working business day.
Standard order processing time is 1–2 business days from the time of successful payment confirmation. During sale events, festive seasons, or high-demand periods, processing may take up to 3–4 business days. We will notify you via email if there is any delay in processing your specific order.
Delivery Timeline
Delivery timelines vary based on your location. The following are estimated delivery windows after your order has been dispatched from our warehouse:
| Location Type | Examples | Estimated Delivery |
|---|---|---|
| Metro Cities | Delhi, Mumbai, Bangalore, Chennai, Hyderabad, Kolkata, Pune, Ahmedabad | 2–4 business days |
| Tier 2 Cities | Jaipur, Lucknow, Bhopal, Nagpur, Indore, Coimbatore, Surat, Vadodara | 3–5 business days |
| Tier 3 / Semi-Urban | Smaller districts and towns across all states | 5–7 business days |
| Remote / Hilly Areas | North-East India, Himachal Pradesh, Uttarakhand, Jammu & Kashmir, Andaman & Nicobar, Lakshadweep | 7–12 business days |
The above timelines are estimates only and begin from the date of dispatch, not the date of order placement. Actual delivery may vary due to courier delays, weather conditions, local holidays, or other unforeseen circumstances beyond our control.
Shipping Charges
We believe great skincare should reach you without a hefty delivery fee. Our shipping charges are structured as follows:
| Order Value | Shipping Charge | Notes |
|---|---|---|
| Below ₹499 | ₹49 – ₹99 | Standard shipping fee applied at checkout |
| ₹499 and above | FREE | Free standard shipping across India |
| Bulk Orders (₹50,000+) | FREE | Complimentary shipping on all confirmed bulk orders |
| Remote & Special Areas | Additional surcharge may apply | Andaman & Nicobar, Lakshadweep, and certain PIN codes may attract additional charges. You will be notified at checkout. |
| Cash on Delivery (COD) | ₹40 extra | A COD handling fee of ₹40 is applicable on all Cash on Delivery orders |
Add products worth ₹499 or more to your cart to qualify for free shipping. Our facial kits start at ₹560 — a single kit already qualifies for free delivery!
Order Tracking
Every order placed on twacha.co.in is fully trackable. Once your order is dispatched, you will receive:
- A dispatch confirmation email with your tracking number and a direct link to track your shipment
- An SMS notification on your registered mobile number with tracking details
- A WhatsApp message (where applicable) from our logistics partner with real-time delivery updates
You can also track your order by:
- Logging into your account on twacha.co.in and visiting “My Orders”
- Clicking the tracking link in your dispatch confirmation email
- Visiting our logistics partner’s website directly with your AWB / tracking number
- Contacting our customer support team at professionaltwacha@gmail.com or WhatsApp
Tracking information may take up to 24 hours to reflect after dispatch. If your tracking has not updated for more than 48 hours after dispatch, please contact us and we will investigate with our courier partner immediately.
Bulk Order Shipping
For salons, spas, distributors, beauty academies, and other business customers placing bulk orders, we have a dedicated fulfillment process designed to handle large quantities efficiently and safely.
Bulk orders are processed and dispatched within 48 hours of payment confirmation on business days.
All confirmed bulk orders above ₹50,000 are shipped free of charge anywhere in India.
Bulk orders are shipped in secure, reinforced corrugated boxes with bubble wrap and padding to prevent damage in transit.
Large bulk orders may be split across multiple boxes and may arrive in separate consignments. Each box will have its own tracking number.
A proper GST-compliant invoice is included with every bulk shipment. Digital copies are also emailed to your registered address.
All bulk customers get a dedicated account manager who will keep you updated on dispatch status and estimated delivery.
For bulk orders destined for remote, hilly, or North-East Indian locations, delivery may take 10–15 business days. Our team will inform you of the expected timeline at the time of order confirmation.
Damaged, Defective, or Missing Items
We take great care in packing every order. However, in rare cases, products may get damaged during transit or an item may be missing from your order. Here is exactly what to do in each situation:
If Your Package Arrives Damaged
If the outer packaging appears crushed, torn, tampered with, or wet, do not accept the delivery. Mark it as “Refused — Damaged” with the courier and contact us immediately within 24 hours.
If you have already accepted a damaged package, follow these steps:
- Do not discard any packaging material — keep everything as received
- Take clear photographs and/or a video of the damaged outer packaging before opening
- Take photographs of the damaged product(s) inside
- Note your order number, AWB/tracking number, and date of delivery
- Contact us within 48 hours of delivery at professionaltwacha@gmail.com or WhatsApp with your evidence
Upon verification of damage, we will arrange a free replacement of the affected product(s) or issue a full refund for the damaged items — whichever you prefer. Claims submitted after 48 hours of delivery may not be eligible for replacement or refund.
If Items Are Missing From Your Order
If your package arrives but one or more items are missing, please check the following first:
- Check if your order was dispatched in multiple packages (you would have received separate tracking numbers)
- Check if any item shows as a separate shipment in your order confirmation email
- Verify that all items in your order are listed on the packing slip inside the package
If an item is genuinely missing, contact us within 48 hours of delivery with your order number, a photo of the received package contents, and the packing slip. We will investigate and dispatch the missing item(s) or process a refund promptly.
If You Receive the Wrong Product
In the unlikely event that you receive a product different from what you ordered, please contact us within 48 hours of delivery with photos of the received product and the packing slip. We will arrange collection of the wrong item and dispatch the correct one at no additional cost to you.
Failed or Undelivered Orders
A delivery attempt may fail for various reasons. Here is what happens in each scenario:
Recipient Not Available at Address
If our courier partner is unable to deliver your order because no one is available at the delivery address, the following process applies:
- The courier will make a total of 3 delivery attempts on consecutive business days
- You will receive a notification (call, SMS, or app notification) before each attempt
- After the 3rd failed attempt, the package will be held at the nearest courier facility for up to 7 days
- If unclaimed within 7 days, the package will be returned to our warehouse (Return to Origin — RTO)
If an order is returned to us due to failed delivery (RTO), a re-shipping fee will apply for the order to be dispatched again. For prepaid orders, the product cost will be refunded minus the original shipping cost and return handling fee. For COD orders, no refund is applicable as payment was not collected.
Incorrect or Incomplete Address
If your order could not be delivered due to an incorrect, incomplete, or undeliverable address provided at the time of ordering:
- Twacha Professional is not responsible for non-delivery due to incorrect address information
- No refund will be issued for orders returned due to incorrect address entry by the customer
- We can re-dispatch the order to a corrected address upon receipt of the returned package, subject to a re-shipping fee
Unserviceable PIN Code
If your PIN code is not serviceable by our logistics partners at the time of order, we will contact you within 24 hours of placing the order to inform you. We may offer:
- An alternative delivery arrangement through a different courier
- Delivery to a nearby serviceable PIN code or address
- A full refund if no alternative can be arranged
Address Changes & Order Modifications
Changing Your Delivery Address
If you need to change your delivery address after placing an order, you must contact us immediately — ideally within 2 hours of placing the order — before it is processed and dispatched.
- Address changes requested before dispatch can usually be accommodated at no extra charge
- Once the order has been dispatched, we cannot change the delivery address
- In such cases, you may contact our courier partner directly with the AWB number to request a redirection (subject to their policies and availability)
Cancelling an Order
You can cancel your order only if it has not yet been dispatched from our warehouse:
- To cancel, contact us immediately at professionaltwacha@gmail.com or WhatsApp with your order number
- If the order has already been dispatched, cancellation is not possible. You may refuse delivery and the item will be returned to us
- For prepaid cancelled orders, refunds are processed within 5–7 business days to the original payment method
- COD orders cancelled before dispatch have no charges applicable
Bulk orders that have been confirmed and paid for can only be cancelled before dispatch. Once dispatched, cancellation is not possible. Please review your order carefully before confirming a bulk purchase.
Delays, Force Majeure & Exceptions
While we always strive to deliver within the estimated timeframes, certain situations are outside of our direct control. Twacha Professional will not be held liable for delivery delays caused by:
- Natural disasters — floods, earthquakes, cyclones, or other acts of nature
- Extreme weather conditions — heavy rain, fog, or snowfall affecting road/air transport
- Public unrest, strikes, or curfews — affecting logistics operations in specific areas
- National or state public holidays — logistics partners may not operate on all public holidays
- Courier operational delays — peak season backlogs, capacity constraints, or IT system issues at courier companies
- Customs or regulatory holds — applicable in certain border states or union territories
- COVID-19 or pandemic-related restrictions — operational disruptions due to government-mandated lockdowns or restrictions
In the event of a significant delay beyond our estimated timelines, we will proactively notify you via email or WhatsApp and provide an updated delivery estimate. If the delay is more than 10 business days beyond the estimated date, you may request a full refund.
During major sale events (such as Diwali, Holi, New Year) and festive seasons, order processing and delivery may take longer than usual. We recommend placing orders at least 10–14 days in advance of any special occasion during peak seasons.
Returns, Exchanges & Refunds
Return Eligibility
Due to the nature of skincare and personal care products, we maintain a strict return policy to ensure the hygiene and safety of all our customers:
Opened, used, or unsealed products cannot be returned or exchanged under any circumstances. Products that have been partially used or whose seals have been broken are not eligible for return, regardless of the reason.
Returns are accepted only in the following cases:
- The product received is damaged, defective, or broken (with photographic evidence submitted within 48 hours)
- The wrong product was delivered (not matching your order)
- The product is expired at the time of delivery
- The product is missing from the order (confirmed after investigation)
Refund Process
Once your return request is approved and verified by our team, refunds are processed as follows:
| Refund Type | Mode | Timeline |
|---|---|---|
| Prepaid Orders (Credit/Debit Card, UPI, Net Banking) | Original payment method | 5–7 business days after approval |
| COD Orders | Bank transfer (NEFT/IMPS) to your provided account | 7–10 business days after approval |
| Wallet / Store Credit | Twacha account wallet (if applicable) | 1–2 business days after approval |
Please note that original shipping charges are non-refundable unless the return is due to our error (wrong item, damaged item, or our fulfillment mistake).
Wherever possible, we prefer to send a replacement product rather than a refund, so you receive what you originally ordered without delay. You can choose between a replacement or a refund — whichever suits you better.
Shipping Support & Contact
If you have any questions about your order, shipping, delivery, or any of the policies outlined above, our customer support team is ready to help. We aim to respond to all queries within 24 hours on business days.
professionaltwacha@gmail.com
Response within 24 hours on business days
+91 93108 58550
Mon–Sat, 10:00 AM – 6:00 PM IST
twacha.co.in
Track orders via My Account
All shipping-related queries are resolved within 1–2 business days. Urgent issues like missing or damaged orders are prioritised.
Please have your Order ID, registered email address, and — where applicable — photos of the issue ready. This helps us resolve your query as quickly as possible.