Return and Refund Standards
At Twillglide, our priority is ensuring that the dress you receive aligns with your expectations and arrives in excellent condition. This document explains the steps for returning items and receiving a reversal of your payment. We operate exclusively within Singapore, and our procedures follow the guidelines set by the Personal Data Protection Act (PDPA) to ensure your data remains secure during any transaction reversal.
Eligibility for Returns
We offer a 30-day window for returns, specifically covering instances where an item is damaged upon arrival or if the incorrect product was delivered to your doorstep. Because our goal is to provide a reliable shopping experience, we focus on resolving issues where the physical state of the apparel does not meet the promised standard.
To be eligible for a return, the item must remain in the same condition as when it was handed to you by our courier, with all original tags and packaging intact. We do not accept returns for items that show signs of wear or damage caused after the delivery is completed.
Initiating the Process
If you identify a flaw or receive the wrong style, you must notify us immediately by sending an email to info@twillglide.com. In your message, please provide your order details and a brief description of the issue. Our team will review your request and provide instructions for the next steps.
If the damage is something we can correct through a replacement, we will arrange an exchange to ensure you have the dress you desired. If an exchange is not possible, we move forward with a full refund.
Logistics and Shipping Responsibility
For all valid return requests involving damaged or incorrect items, Twillglide manages the entire logistics process. We will arrange for a courier to collect the package from your Singapore address at a time that fits your schedule. You will not be asked to pay any shipping fees or transport charges for this service. We believe that if an error occurs on our part, the solution should be entirely free for our customers.
The Inspection Phase
Once the returned item reaches our facility, it enters our inspection queue. Our team performs a thorough physical check to evaluate the reported issue. This process typically takes 1 business day. We perform this step to maintain the integrity of our inventory and to ensure that the refund process is handled with total accuracy. We will contact you via email as soon as this inspection is finished and request for your bank details. After getting your bank details, we process the refund within 1 business day.
Refund Method and Timelines
Because we operate on a Cash on Delivery (COD) model, we do not have your bank or digital payment details stored in our system. Therefore, all refunds are facilitated through bank transfers.
Once the inspection is successful, we will request your bank account details via email. We handle this information with high standards of privacy, ensuring it is only used for the intended transaction.
After we receive your details and initiate the transfer, it typically takes 5 to 6 business days for the final amount to be reflected in your account. This duration depends on the internal processing speeds of the local banking institutions.
Cancellation Awareness
As mentioned in our guidelines, order cancellation is possible only while the product remains at our facility. If you wish to stop an order, you must email us before the 2-business days preparation window ends. Once the product leaves our hands and is with the courier, the delivery must proceed, and the 30-day policy will then apply only if the item arrives damaged or incorrect.