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Frequently Asked Questions

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order

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Sorry, we will not be able to honour your request to prioritize or delay the delivery. While we always strive to deliver your orders as fast as we can, delivery timelines depend on several factors, such as the courier service and your location. However, you can coordinate with the delivery executive to reschedule the date & time of delivery of your order, once he gets in touch with you.

Sorry, we will not be able to modify the order now. However, you can cancel the order and place a new one. Please click HERE if you wish to cancel your order.

CANCELLATION

You can cancel an order until it has not been packed in our Warehouse on App/Website/M-site. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made

Yes, You can modify the shipping address of your order before we have processed (packed) it, by updating it under 'change address' option which is available under ‘My order’ section of App/Website/M-site

Tap on “My Orders” section under the main menu of your App/Website/M-site and then select the item or order you want to cancel

If you had selected Cash on Delivery, there is no amount to be refunded because you haven't paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation.If payment was made by redeeming PhonePe wallet balance then, refund will be initiated into Phonepe wallet within a day of your order cancellation, which can be later transferred into your bank account, by contacting PhonePe customer support team.

return

Truffle's 30 day returns and exchange policy gives you an option to return or exchange items purchased on Truffle for any reason within 30 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. There are two ways to return the product to us:

  • Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  • Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs in the form of Truffle credits provided the product meets the return policy and you have shared scan copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. For a successful pick up, we will initiate a doorstep refund for the return amount into the refund mode selected at the time of initiating the return request. This doorstep refund may not be applicable for some pin codes in which case refund will be initiated after the product has been received at our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.

The following EXCEPTIONS and RULES apply to this Policy:

  • Swarovski, Precious Jewelry, Cosmetics, Rayban Sunglasses, Socks, Deodorants, Perfumes, Briefs, Shapewear Bottoms, any Lingerie Set that includes a Brief, Swimwear, Mittens, Wrist-Bands cannot be exchanged or returned.

  • Some products like fine jewellery and watches which are susceptible to damage can only be returned for a limited number of days. Please read the Product Detail Page to see the number of days upto which a product can be returned, post-delivery. These products can however be exchanged for upto 30 days post-delivery.

  • Due to the intimate nature, we handle returns for certain Innerwear, Sleepwear and Lingerie items differently. Only self-ship return is allowed for such items, hence pickup facility will not be available.Also, these items cannot be exchanged.

  • All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).

  • Under Exchange Policy, only size exchanges are allowed. Items can be exchanged for a similar size or a different size. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team.
  • In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well
  • If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
  • If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

You can return products purchased from Truffle within 30 days of receiving the product, except for our non-returnable products and high-value products which can only be returned for limited number of days.

  • Create a 'Return Request' under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode

  • We offer pick-up facility in selected locations basis our courier serviceability.

  • If reverse pick-up option is not available at your location you can self-ship the product to us

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact.Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.

Self-ship: In case your area pincode is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk.Please pack the product and ensure product is unused, unwashed and all the tags are intact.Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns desk closest to you. We have listed out the addresses of the Returns desk in another section on this page.

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on App/Website/Msite.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

If you would like to exchange products purchased from Myntra, please follow below mentioned steps:

  • You can create exchange for products purchased from Myntra within 30 days of its delivery under “My Orders” section of App/Website/M-site. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference

  • Place the product in a packet but do not seal it. Please ensure product is unused, unwashed with all the tags intact.

  • Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item.
  • At any time, you can track the status of your exchange requests under “My Orders” of App/Website/M-site.

refunds

Truffle offers a ’15 DAYS FREE RETURN / EXCHANGE SERVICE’. The policy allows customers to raise the return/exchange request of a product within 15 days of its delivery. We also accept partial returns so that you can raise a return request for one or other products. Our exchange service is absolutely free.

  CHECKLIST

1. Please make sure that products are returned with the tags and the packaging intact, in an unwashed and undamaged condition. Refund/replacement shall be issued after a thorough quality check of the product(s).

2. Please note that any product along with a free gift/ combo must be returned in its entirety.


To know whether Return/Exchange is available on your product, look out for "15 Days Free Return/Exchange" on the product page.

WE DO NOT ACCEPT RETURN/EXCHANGE FOR: 

1. Inner wear, Lingerie, Swimsuits, Socks

2. Fragrances, Beauty products

3. Anklets, Bangles, Earrings, Bracelets, Brooches, Pendants, Necklaces and Rings

4. Bundled items exchange

Please note:

For certain marketing campaigns, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

 

In the rare case that you are unsatisfied with a product in your order, you can raise a return request with us on our website or on our mobile app.

To return a product in your order, just follow the simple steps below:
1. Sign In- Sign in with your registered email ID or social ID (facebook or google+)
2. Select My Order-  Select My order from Truffle Hi, Customer Drop down list.
3. Click on Order Details- Click on Order details against the order you wish to return partially or fully.
4. Click on Return- Click Return against the product you wish to return.


Just follow the simple steps that are displayed in the dialogue box and a return request will be raised.

Do not worry, your money is safe with us. We will mail you a link where you can provide your bank details. Once we get the bank details, we will refund your money within next 2 to 3 business days.

exchange

Truffle.com offers its customers a ’15 DAYS FREE EXCHANGE SERVICE’ wherein you can request for a size exchange of a product online.

CHECKLIST

-Please make sure that product is returned with the tags and the packaging intact, in an unwashed and undamaged condition. Exchanged product shall be issued after a thorough quality check of the returned product(s).

-Please note that any product along with a free gift/combo must be returned in its entirety.

-For exchanging the product with another product, please ensure that the new product(s) you have selected must be returnable and exchangeable.

-To know whether Exchange is available on your product, look out for "15 Days Free Return/Exchange" on the product page.

-WE DO NOT ACCEPT EXCHANGE FOR: Inner wear, Lingerie, Swimsuits, Fragrances, Beauty products, Anklets, Bangles, Earrings, Bracelets, Brooches, Pendants, Necklaces, Rings and Socks

Please note: For certain marketing campaigns, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

Our exchange service is absolutely free of charge.

We ensure that your shopping experience is fulfilling and completely satisfactory. To confirm whether exchange is offered on your product or not, look out for "15 days Free Return/Exchange" on the right hand side of the product page. Our exchange policy does not apply to inner wear, lingerie, fragrances, beauty products, swimsuits, jewellery (sold by Truffle Partners only). Also exchange policy is not applicable on bundled items. We are constantly working towards including more products to our exchange policy list, to serve you better.

others

Warranty begins when a product is delivered at your doorstep i.e. date of delivery of a product.

Sorry!! As much as we hate saying a no to you, but due to company policies, we do not accept orders in bulk directly on our website.

We are more than happy to invite more vendors who are interested in displaying their products on site. However, there is a certain process for that to ensure only the best quality products are sold on our site. All you need to do is just drop an email at partners@Truffle.com and the concerned team would get back to you.

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