FAQs
Shipping
WHAT IS THE TIMELINE FOR SHIPPING AND DELIVERY?
We usually deliver all orders within 5-10 working days. If the product is delayed for some unforeseen reason, we would proactively communicate the delays with you.
Please note that any delays caused in delivery due to logistical issues are not in our control and we are not responsible for the same.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive an automated email with the tracking details of your order. You can also track your order here - Track my order
Please note that any delays caused in delivery due to logistical issues are not in our control and we are not responsible for the same.
ARE THERE ANY SHIPPING OR COD CHARGES?
Your first shipping is on us. For every next order, we charge INR 75 per order irrespective of the number of products. Free shipping on order values above INR 1400.
INTERNATIONAL ORDERS
We are not shipping internationally yet.
CAN I CANCEL MY ORDER?
Yes, in case of cancellation, email us within 12 hours of placing the order. Cancellations after this period would be contingent on the status of the order. In case of cancellation, a credit note of the full order value will be e-mailed to you. Credit notes will carry a lifetime validity.
Sizing
WHERE CAN I FIND THE SIZE CHART ON THE WEBSITE?
The size chart is mentioned above the size drop-down menu on every product page.
I NEED TO CHANGE PRODUCT SIZE OR DELIVERY DETAILS
In case of any changes in your order, please mail us at truewest.info@gmail.com within 24 hours of placing the order.
I FALL IN BETWEEN SIZES AND I'M NOT SURE WHICH SIZE TO CHOOSE
We issue specific guidance on sizing with each dress. If you fall between sizes, please read our guidance carefully to select the appropriate size. If you are still confused, you can also WhatsApp us at +91 7304434947 to get more clarity on the sizing.
DOES THE SIZE CHART DEPICT BODY MEASUREMENTS OR GARMENT MEASUREMENTS?
The size chart on the product page mentions body measurements. The garment measurements may differ from the body measurements depending on the silhouette. In case of any doubts regarding the garment measurement, you can reach out to us at truewest.info@gmail.com.
Customization
CAN I CUSTOMIZE MY ORDER?
At this point, we are unable to service customization requests. However, we would love to hear you out. In case you would want to speak to us on this you can WhatsApp us on +91 7304434947 and we would get back to you within 24 hours.
Exchanges and Returns
WHICH PRODUCTS ARE ELIGIBLE FOR EXCHANGE?
All our garments are eligible for exchanges or returns, subject to conditions. Some product descriptions may contain information regarding inventory and exchange/return policy, which will be applicable for that particular product.
DO YOU OFFER CREDIT NOTES OR REFUND FOR RETURNS?
As a policy, we do not offer cash refunds. A credit note will be issued with a one year validity.
HOW MANY TIMES CAN I EXCHANGE A PRODUCT?
Products exchanged once will not be exchanged a second time. Please select the correct size at the time of exchange, or reach out to us for assistance with sizing.
Discounts & Credit Notes
I HAVE A DISCOUNT CODE/CREDIT NOTE, HOW CAN I AVAIL IT?
You can avail any discount codes or credit notes by entering the code at the Payment page while placing the order on our website. Only one code can be applied at a time. Discount codes and credit notes can only be used on purchases on the website.
I WANT TO PURCHASE USING A CREDIT NOTE, CAN IT BE EXCHANGED OR RETURNED?
Orders placed using credit notes are not eligible for returns or exchanges.
DO I NEED TO PAY SHIPPING IF I AM USING A CREDIT NOTE?
Unfortunately, Credit notes are only applicable on products, and do not cover shipping or COD charges. These costs go directly to the courier partner, and are hence not covered in store credits. If the final cart value is below INR 1400, a flat shipping cost of INR 75 will be applied.
Exchange & Returns
CAN I EXCHANGE PRODUCTS PURCHASED ON SALE?
Products purchased on sale are final sale and hence not eligible for exchanges. In case of any defect in production, a replacement will be processed for the piece.
CAN I CLUB MY DISCOUNT CODE/CREDIT NOTE WITH THE SALE CODE?
Only one code at a time can be applied for an order. Discount codes or credit notes cannot be combined with sale offers.
Affiliate Program
WHAT IS YOUR AFFILIATE PROGRAM?
TW affiliate program is your chance to join our team from the comforts of your home. If you love our products, and would be happy to share that love with your friends, social circle, you can do so in a capacity wherein we would offer you a certain share on each sale. For more information on our affiliate program, you can write to us on truewest.info@gmail.com
HOW CAN I BECOME AN AFFILIATE?
Send us your name, email, website URL/ Instagram / Snapchat or Pinterest handle using which you would like to market our products. we will review your profile and let you know if we would be able to collaborate with you.
HOW MUCH WOULD I MAKE AS AN AFFILIATE?
We would pay you a percentage share from the sales generated through you. Percentage depends on the potential benefits of the collaboration and will be communicated to you beforehand. Once you agree on the percentage share, payment terms and other terms and conditions related to partnership, we will sign an agreement with you. All payments will happen as per the agreement. Please note, TrueWest holds the final discretion in deciding the terms and conditions, payment terms, duration of such contract and percentage share.
Fabric & Product Care
HOW DO I PROPERLY CARE FOR MY PRODUCTS?
We issue product care and wash guidelines in the product description. Our clothes are made from high quality breathable fabrics. We would love for you to wear them as much as you can.
Avoid soaking or drying under direct sun, as it leads to color-bleeding and fading over time. Our pieces can be hand-washed separately in cold water using mild detergent and dried in the shade. With love and proper care, our handcrafted pieces can last longer and happier.
I HAVE RECEIVED A DEFECTIVE PRODUCT, WHAT DO I DO?
In case of any production defect, we will replace the piece at no extra cost to you. Please email us at contact@truewest.in . Our team may request further information/photographs to assess your request, please provide them with the necessary details.