Frequently Asked Questions
Answers to common questions about our products, orders, payments, shipping, and returns.
What kind of products does Twin Souls offer?
We offer spiritual and wellness-focused products such as reflection journals, trauma recovery workbooks, forgiveness journals, daily affirmation cards for kids, gratitude jars, Ramadan planners, and other tools designed to support your emotional and spiritual journey.
Do I need an account to place an order?
You can browse and checkout without an account. We'll email order confirmations (with a PDF receipt) and shipping updates to the address you provide. Creating an account is optional and lets you track orders in your account history and save shipping details for next time.
What payment methods do you accept?
We use Razorpay to process payments securely. You can pay using UPI, major debit and credit cards, netbanking, and popular wallets supported by Razorpay.
Is my payment information secure?
Yes. All payments are handled by Razorpay, a PCI-DSS compliant payment gateway. Your card and payment details are processed securely by Razorpay and are not stored on the Twin Souls website.
How will I know if my order is confirmed?
After successful payment, you will see a confirmation screen and receive an order confirmation email (with a PDF receipt attached) at the address you provided during checkout. Logged-in customers can also view orders anytime from the Orders section. Guests can download the PDF receipt from the confirmation screen and will continue to receive updates by email.
How long will it take to receive my order?
Standard shipping within India typically takes 5–7 business days after your order is processed. Express shipping, when available, usually delivers within 2–5 business days. Actual timelines may vary based on your location and courier partners.
Do you offer international shipping?
At the moment, our primary focus is on orders within India. If you are outside India and interested in our products, please reach out to us at our support email so we can explore options on a case-by-case basis.
What is your return and refund policy?
We accept returns within 30 days of delivery for unused, undamaged items in resellable condition. Journals and workbooks must not have any writing or markings inside, and sets like card decks or jars must be complete and intact. All returns and refunds are currently handled manually via our support team. For full details, please see our Returns & Refunds Policy page.
How do I request a return or refund?
To request a return or refund, please email us at twinsoulshere@gmail.com with your order number, the items you would like to return, the reason for the request, and photos if the item arrived damaged or defective. Our team will review your request and reply with next steps and the return address, if applicable.
Who pays for return shipping?
Return shipping responsibility may vary depending on the situation. For change-of-mind returns where the product is correct and undamaged, customers will typically be asked to cover return shipping. For items that arrive damaged, defective, or incorrect, we will work with you to make it right, which may include covering shipping costs or sending a replacement. Exact details will be confirmed over email for each case.
When will I receive my refund?
Once we receive and inspect your returned item and approve the refund, we will initiate the refund back to your original payment method via Razorpay. Depending on your bank or payment provider, it may take 7–14 business days for the amount to reflect in your account.
Can I change or cancel my order after placing it?
If your order is still in pending or processing status and has not been shipped, we may be able to change or cancel it. Please contact us as soon as possible with your order number, and we will let you know what is possible based on the current status of your order.
What should I do if my order arrives damaged or with the wrong item?
Please email us at twinsoulshere@gmail.com within 7 days of delivery with your order number, a description of the issue, and clear photos of the product and packaging. We will review and work with you to send a replacement or process a refund as appropriate.
How can I contact customer support?
You can reach our support team by emailing twinsoulshere@gmail.com. Our usual support hours are Monday to Friday, 9 AM to 6 PM IST. We aim to respond as soon as we can.