MY ORDERS

WHERE IS MY ORDER AND HOW DO I TRACK MY ORDER?

You will receive a confirmation email once we have received your order. A shipment tracking number will also be provided once your order is shipped. You can also log into your Twigs & Co. account at any time and select “My Orders” to review your order status.

CAN I EDIT OR CANCEL MY ORDER?

Your orders will be processed and prepared within 1 – 2 working days starting from the order confirmation date. However, this may vary during sales seasons. If for any reason this was not possible, you will be notified by our Customer Service team and you will be given an estimated shipping date.

If you want to amend the delivery address once your order has been placed, it is very important that you contact us immediately. Please send us a direct message via Instagram (@twigschicofficial) We will always do our best to accommodate order changes where possible, or talk through a solution to make it works. Please bear in mind that no cancellation is allowed after an order has been processed.

I AM ORDERING SEVERAL ITEMS THAT NEED TO BE SHIPPED TO DIFFERENT SHIPPING ADRESSES. HOW DO I INDICATE THAT ?

As of right now, we are only able to accept one shipping address per order. If you need items to ship to different addresses, it would be best to place them as separate orders.

SHIPPING AND DELIVERY

HOW LONG DOES SHIPPING TAKE?

Orders will be shipped within 24 hours (of a business day) to the shipping address provided. Please provide an accurate email address and mobile number to ensure a smooth and speedy delivery.

All orders placed on Saturdays, Sundays or on public holidays will commence processing the following business day.

Notes: Please ensure that the postal address provided at checkout is your correct. It is your responsibility to provide the correct delivery address for their order. If the wrong delivery address is provided, Twigs & Co will not refund your order or offer a replacement.

DO YOU SHIP INTERNATIONALLY AND HOW MUCH IS THE SHIPPING?

Yes, we do! Orders over MYR250 (domestic orders) no promotion code needed. For orders under, there is a flat rate delivery charge.

Please refer to the table below for charges and estimated delivery times (we are not guaranteeing delivery dates, all subjected to customs clearance for international buyer).

Domestic orders:
STANDARD SHIPPING (MYR) DELIVERY TIMES
WM: WEST MALAYSIA MYR 8.30 1 to 2 business days
EM: EAST MALAYSIA MYR 13.80 2 to 3 business days
International orders:
STANDARD SHIPPING (MYR) DELIVERY TIMES
SINGAPORE SGD 15 [ MYR 45] 3-4 business days

CAN I CHOOSE SELF COLLECT MY ITEMS?

Yes! We offer self pick-up option (free of charge) whereby you can collect your purchases around Setia Alam. Simply choose ‘Click & Collect’ when you place your order with us and the items will be ready for collection within 1 working days. Once we received the order, we will proceed to contact you via mobile to arrange a pick up that is convenient for you.

WHAT IF MY PARCEL(S) FAILED TO BE DELIVERED?

The recipient is responsible for any subsequent costs incurred to return the parcel to our office due to insufficient delivery information or attempted deliveries. You will be charged in accordance to the standard shipping fee (refer to the table above) for all parcels that resend from our office.

However, upon receiving returned parcel from the courier company, we will contact the recipient and the recipient may choose to have the parcel resend (at he/she’s own expenses) or self pick up at Setia Alam area. Hence, please make sure that your mobile number
and delivery address is filled accurately in order to make sure your
gorgeous pieces get to you as promptly as possible.

WILL I BE CHARGED HANDLING FEES, TAXES AND DUTIES - HOW MUCH WILL IT BE?

You may be charged for handling fees, duties, and taxes which may be imposed by your country as your order passes through customs. Please note that Twigs & Co is not responsible for another country’s taxes or customs charges which may be imposed when your parcel is delivered, nor any delays in transit. We have no control over these charges and unable to advise you the estimated costs as import duties and custom policies vary from country to country. It might be best to leave it to the professional e.g:contact your local customs office authorities for advise.

We will not accept parcels back for a refund where the recipients has chosen to reject customs charges, as these are the responsibility of the recipients.

WHAT HAPPEN IF THE PARCEL WENT DELAYED, DAMAGED OR MISSING IN TRANSIT?

Twigs & Co shall under no circumstances reliable for any delay in transit, destructions incurred to goods, or for missing goods. The recipients will become the owner of the goods once you have ordered and been dispatched to you. They will be held at your own risk and we will not be liable for their damage or loss. It is the
customer’s personal custody once it has left our premises.

However, we will try our best to help contact the courier company and come up with the best solution.

RETURNS AND EXCHANGES

WHAT IS YOUR REFUND AND EXCHANGE POLICY

Your satisfaction is our ultimate goal. At Twigs & Co., returns or exchanges are allowed in certain circumstances. Please note that articles must be completely returned to us with their original packaging. This should protect the goods to be returned against damage during transport. For the purpose of continually improving our service and offerings, it is particularly important that you provide us with the reason why you are returning the goods. Please note that postal returns can take several days and that we require a certain amount of time to process returns.

All goods sold are non-refundable or exchangeable especially for earrings due to hygiene purpose; unless the goods are faulty when you first received it (a close-up photo of the faulty jewellery must be sent to us); We are more than happy to offer a refund or exchange if the item(s) received is faulty or damaged, please contact us within 48 hours upon receipt of the goods. Refunds, returns and exchanges are not allowed for change of mind. We can be contacted through Instagram (@twigschicofficial), and our team will walk you through the process for returning the item(s) either for a refund, an exchange or store credits.

Important notes: Twigs & Co. is not responsible for any lost return packages. Hence, using a courier service that provides tracking is strongly recommended and the tracking number must be sent to us after you have shipped the items back to the given address. The cost of the return and exchange parcel will be carried by us, in the condition to the item is faulty or damaged through no fault of your own.

WHEN WILL I RECEIVE MY REFUNDS?

Once your order arrives back at Twigs & Co., your refund or exchange will be processed and verified within 3 working days. We will be in touch once we have processed your refund or sent out the exchange item.

PRODUCT

JEWELLERY CARE

Our fashion jewelry is Gold/Rose Gold or Rhodium plated over brass, it is possible for the plating to fade over time from continuous wear. This is unavoidable over the lifetime of any plated jewelry.

Tips for storing and caring for Twigs & Co.’s jewellery.

Every jewels deserve a little loving and care. To ensure you enjoy your precious and beautiful jewellery for as long as possible, you should follow a few basic rules:

  • Avoid direct contact with harsh chemicals like oils, lotions, perfume, detergents etc. Jewellery is particularly susceptible to damage from the effects of chemicals, causing it to discolour.
  • We recommend to remove your jewellery before stepping into the shower to keep it shiny for longer. Also, do not swim while wearing pieces. Chlorine, fresh water and salt water can damage precious metals by eroding or dulling them.
  • Jewellery should be stored away separately in a cool, air-tight jewellery box. With time and wear, sterling silver will naturally become oxidised and eventually tarnish. Storing in an airtight box when it is not being worn will keep out the air that causes oxidation.
  • Remove your jewellery before going to bed for a good night’s sleep to prevent any accidents that may cause damage to your jewellery. Always keep in mind that your jewellery should be the last thing you put on and the first thing you take off when dressing.
  • Clean your jewellery carefully with non-abrasive, lint-free and soft chamois or cloth; this helps retain or bring back its shine.
  • Rings and other items of jewellery should preferably not be worn while working in the house/garden or during sports.

HOW DO YOU CARE FOR DRUZY JEWELLERY?

To care for Druzy jewelry, simply polish it with a jewelry polishing cloth. Do not expose your Druzy jewellery to harsh chemicals such as cleaning products, as it can damage the stone and metal finish of the jewellery.

SHOULD I DISINFECT MY EARRINGS?

The truth is, no matter how expensive a piece of jewellery is, if it’s dirty, it can cause infections. Even once your ears have healed, it’s still important to take your earrings out every night and clean both the jewellery and your ear area by using cleaning solution, rubbing alcohol, and a cotton pad.

PACKAGING

Each order is carefully inspected and beautifully packaged within a custom designed Twigs & Co.’s box, for your convenience.