1. How long does it normally take to ship out items once order is made?
Twigs will process your order within 24 hours after payment is made and confirmed, and will ship your order within 2 Business Days* (Mon-Fri & non-public holidays).
2. When will I receive my order?
Orders shipped to a Malaysia address will be delivered to your doorstep within 3-5 Business Days*.
3. Why "Business Days"?
This is because our courier service partners have their operating hours, depending on the location you are shipping to.
By Business Days, we mean Monday to Friday, excluding National and State public holidays. You may experience a delay if you happen to make an order around public holidays.
4. What shipping service do you use and how much does it cost?
Customers can choose from a selection of major courier service providers upon payment check out. Delivery charges varies based on the courier service provider selected by the customer upon checkout. A standard flat rate applies for deliveries below 2kg in East and West Malaysia.
FREE shipping for orders RM200 and above is available within West Malaysia only*.
5. Do you ship internationally? How much does it cost and how long does it take?
Yes, we do. Customers can choose from a selection of major courier service providers upon payment check out. Delivery charges varies based on the courier service provider selected by the customer upon checkout.
International shipping will take at least 14 business days, if your shipping address is located out of urban areas, additional shipping time may be required. All international shipping is registered and is trackable.
6. Can I have the tracking number for my order please?
We will send out the tracking number once we have fulfilled your order, and you will receive your tracking number in the email address that you use to place your order.
7. I tried checking my shipment status, but it says that my tracking number is not found or not available?
You will typically receive your tracking number 1 day before the actual shipment. Please allow some time for the status of the shipment to be correctly updated into the system by Pos Malaysia, usually by the end of the next Business Day when we have shipped out your order. If this still does not work, please email us at firstname.lastname@example.org to reconfirm your tracking number. It is possible that we made an error in the number we sent to you and we apologize in advance for that.
Twigs customers are responsible to have a recipient at the delivery address to receive and sign for the delivery. Twigs shall not be responsible for shipment received by unauthorised persons, or any delays caused by not having a person to receive the shipment at the time of delivery. Please collect your order within 14 days at the post office indicated on the pick-up slip left by the courier service provider in the attempt of an unsuccessful delivery. Twigs is also not responsible for unsuccessful delivery due to wrong shipping address in the order. You may also check your delivery status with the tracking number or call courier service provider's customer service to inquire about where to pick up your items. Any cost for re-delivery will be passed on to the customer in the event of returned shipment due to unsuccessful delivery after 14 days.
If Twigs is unable to fulfill your order due to unforeseen circumstances such as out of stock or damaged item(s), we will contact the customer and arrange for an alternative. Customers can replace the unfulfilled item(s) with other product(s) of the same value or request for a refund for the unfulfilled item(s).