Account

Go to “My Account” section and click on “Create your account”. Once you enter your name, email address and password, your account will be created.

You can click on the forgot password link, and enter your mail id in the corresponding dialogue box. A link will be sent to your mail id and from there, you can reset your password.

No, you can easily place an order as a guest user by giving your shipping address and mobile number. But it’s highly recommended to login via email id so that you can get all the details regarding your order.

Order

You can check the status of your order by clicking on the My Orders in My Account section

You can send an email to our customer support (care@trell.in) with a new address and phone number along with the order no.

In case, you have logged in via mobile number, you will receive the order details through SMS. In case, you have logged in via email id, you will receive an email regarding the order details.

Yes, you can leave items in your cart and purchase them later. It is highly recommended to create an account so that you can get all the details regarding your cart items later. 

Once the product is delivered, you can drop in a review of the product.

Payment

We support the following payment options at Trell: UPI, Wallet, Net banking, Debit Card & Credit Card

At the moment, we do not offer COD ( cash on delivery ).We constantly strive to make your experience better and are working on enabling this feature. We will notify you when this feature is available.

We use Razorpay gateway for all our transactions. Razorpay is an  industry standard secure payment method, Hence we can ensure that all transactions are made safely and securely.

Tracking

Shipping charges are free for all orders above INR 500!!  For orders below INR 500 will be charged INR 100 for shipping.

Our brand partners pack our products in boxes, which are covered in a plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.

You can track your order in My Orders in My Account section. You can click on Track in front of your order no which will redirect you to the logistics partner delivery page. 

Your order will be delivered to you within 7-10 working days. For any concerns or issues you can reach out to us at care@trell.in

Go to My Orders in My Account section and click on the product Order code. Then click on the Return request/Cancel  tab. In the message section, the seller will update the AWB no. once the product is dispatched.

Cancellation

You can go to My Orders in the My Account section. Click on the order No. and then click on the Request return/Cancel tab and cancel the order.
Once the order is shipped, you cannot cancel the order

Sorry, you cannot cancel the order if the order is shipped

Coupon codes can only be used once and shall be treated as used once the order is placed.

Exchange

Currently, we are not allowed any returns. Exchange is allowed only in the unlikely event of damaged, defective or different items delivered to you. The Exchange request should be placed within the next 24 hours after the product has been delivered.

Go to My Orders in My Account section and click on the product Order code. Then click on the Return request/Cancel  tab. Select the reason for exchange and upload the product image for the verification process.
The order should be reviewed within 24 hours of delivery. The exchange request can be placed in 2 cases, either the ordered product is different or the ordered product is damaged

Once the exchange request is placed by the customer, the Trell customer support team reviews the request by checking the attached image. In case, the image does not qualify the exchange criteria, the request will be rejected.
If the Trell customer support approved the request and the Brand does not have sufficient inventory, then the Brand declines the exchange request. In that case, the customer will get a full refund.
In case of either of the above scenarios, the customer will be notified via email.

You can only place exchange requests for the products in an order. Go to My Orders in My Account section and click on the product Order code. Then click on the Return request/Cancel tab in front of the product that you want to opt for exchange. Select the reason for exchange and upload the product image for the verification process.
The order should be reviewed within 24 hours of delivery. The exchange request can be placed in 2 cases, either the ordered product is different or the ordered product is damaged

Refund

The refund amount will be reflected in your account in 2-3 business days. In case of any queries, please contact customer support.

If the complete order is cancelled, then the refund will include the shipping charges. In case of partial order cancellation, you will be charged for shipping.

Refunds are only applicable if the product is not available with the brand. The refund amount will be reflected in your account in 2-3 business days. In case of any queries, please contact customer support.