FAQ

CUSTOMER ORDER

1) Can I change the shipping address of the order?

Yes, write to us at online@truedesign.co.in or call us on +91 9994427770 from 10 am to 7 pm IST (Monday to Saturday). We will try our best to make the changes. The possibility exists only if we haven’t shipped the order.

2) How do I make changes to my existing order?

3) Do you take orders over email/phone?

Yes, write to us at online@truedesign.co.in or call us on +91 9994427770 from 10 am to 7 pm IST (Monday to Saturday).

SHIPPING & DELIVERY

1) What is the delivery time of the order?

Most orders arrive within 5-10 days of order being confirmed. You can also track the status of your order on your login.

2) Is the shipping free?

We don’t change anything for shipping across India. We do ship abroad on request and the charges will vary based on the destination country.

3) Is International shipping available?

We ship abroad on request. Charges may vary between countries and those charges will be collected separately

4) What if courier was unable to Deliver?

If you are not available to take delivery, when our courier partner attempts to deliver your order, the courier service will notify you. Thereafter, an additional attempt will be made to deliver your order, after which your package will be returned to us.

ORDERS & TRACKING

1) How to track your order?

You can check the status of your order via the Tracking link shared with you via email, or by tracking using the AWB number of your order. Please Note: The tracking link is activated post 24 hours of the order being received.

2) Will there be Split shipments?

Sometimes, we ship orders in multiple parts, so we can get you each part faster, therefore, one of the shipments may arrive in advance of another.

3) What to do if there is a delay in order?

We do our best to deliver all orders within the expected delivery date. However, sometimes, it might take us longer than expected to deliver your product. In the event that your delivery date has passed and you still haven’t received your order, please email us at online@truedesign.co.in with your tracking number, so we can assist you with the same.

4) What if the orders are cancelled by Truedesign?

Rarely, we may have to cancel an order if: • The product is out of stock or discontinued • The item is damaged in transit In case this is a pre-paid order, we will refund the amount to your payment source account

5) What if your order was damaged during arrival?

If your order was damaged during transit, kindly shoot a video of the package while you unbox the product and share it to online@truedesign.co.in

PAYMENTS

1) Is COD available?

Pay on Delivery is available as a payment option in most of the pin codes we deliver to.

2) How to make online payments?

We support all major domestic and international credit cards, debit cards and banks for net banking and UPI.

RETURNS, REFUNDS& CANCELLATIONS

1) Is it possible to cancel an order?

Only orders that haven't left the fulfilment centre can be cancelled. And if cancelled before that, the payment for that will be refunded if that order was a pre-paid order.

2) What is the return process?

A request for return can only be raised post receipt of the product. All returns requests must be received within 7 days of delivery. Once the request is processed, the return order will be picked up from the address provided by you while placing the return request. Please provide your product details and the reason for your return, so we can keep improving your shopping experience. Once your return request has been generated, we’ll send you a confirmation via SMS and email.

3) Returns with Promo Code or Discount

If you used a promo code or discount at the time of purchase, you will be credited only for the final amount you paid after using the promo code.

FAIR USAGE POLICY

COD deliverable postcodes

At TRUEDESIGN, it has always been an endeavour to cater effectively to our discerning customer, by offering a seamless and enjoyable shopping experience. However, there are instances where we have seen a misuse of the many services that we offer, especially on ‘free returns’ or failing to accept a ‘pay on delivery’ shipment. To circumvent this issue and to be able to upkeep our level of efficiency and customer satisfaction, going forward, the brand will reserve the right to levy a shipping charge or disable the option of pay on delivery and/ or not accept orders altogether from certain pincodes/ registered email ids. We do hope that as a brand patron, you will support us in this and help us to deliver on our brand promise.

CONTACT US

Customer Support

We would love to hear from you! Connect with us at online@truedesign.co.in for any query, feedback or suggestions. Our Customer Centre number is +919994827770, and our lines are open from 10 AM to 7 PM; Monday to Saturday, except for National and Public Holidays. In such an event, please drop us an email, and we will get back to you at the earliest possible.

FAQ