1. Order and Confirmation

How do I place an order?

• Select the product you want by clicking on the product and add it to your shopping cart by clicking on the "Add to cart" button.
• To check that your items have been added to the shopping cart, click “View Cart” to verify or to make changes to your order.
• Click the “Checkout” button to confirm your order.
• You will be asked to sign in with your email address and password if you have an existing account. For first-time customers, please create an account [by clicking “Create Account”]
• You will receive an email in your registered email address for verification. Click the “Activate your account” button and you will be redirected to the website.
• Complete the shipping details – name, address and phone number. For registered account holders, click “New Address” if you want the item(s) shipped to a different address.
• Click the “Continue to payment” button and select your payment method to pay for your order.

Will I receive an email confirmation of my order?

• You will receive an order confirmation via email to confirm our acceptance of your order
• We will notify you via email within 1-3 business days when your order is ready for dispatch.
• If stock is available for a Product, reasonable efforts will be used to deliver the Product to you within 3-10 business days.

2. Not able to find the product

What if I can’t find the product I want on the online store?

• Try searching for the product using relevant keywords and/or the model number of the product.
• For other brands, please visit the Contact Us page.

3. Payment and Refund

What modes of payment do you accept?

• We accept following the payment options: Visa, MasterCard, GoPay & ShopeePay.

Why can’t my payment go through?

In order to ensure a smooth checkout, we recommend checking your credit/debit card details. Please provide the same billing address as per your bank record. Please also ensure the following:

• Your credit/debit card has not expired and there is sufficient balance available in your accounts.
• Try clearing your browser's cache and cookies. 
• Try completing the payment again, preferably using a different payment method. If the issue persists, please contact your bank or card issuer.

How will refunds be processed?

• Please refer to our Terms and Conditions . If you are entitled to a refund, upon confirmation of the refund, you will be required to return the product to us at your own expense. Refund will be processed through your original payment mode within 5-10 working days after returning the product
• Teckwah reserves the right to change these terms and conditions at any time without prior notice.

4. Delivery & Order Tracking

Is there a delivery charge?

• There is a delivery charge based on the weight of the package.

Can I change my address after I have confirmed my order?

• You are able to change the delivery address before orders are shipped out to you. Please Contact Us to change your delivery address.

Can I self-collect my product instead?

• No, Self collect is not available at this moment.

What do the following order status mean?

• “Unfulfilled” – We have received your order and we are processing your order.
• “Fulfilled” – For delivery orders, your order has been picked up by our delivery partner and you can track the delivery status via our partner’s website

How do I track my order?

• You can visit our delivery partner’s website here.
• Search the status of the delivery using the tracking number provided in your order confirmation email.

5. Returns/Exchanges

Can I return/exchange an item?

• If you have a faulty/damaged item to return/exchange, please Contact Us.
• Returns and exchanges must be made within 7 business days from the delivery of the goods.

6. Cancellation of an order

Can I cancel an order?

• Once an order is placed, we do not allow cancellations unless a Product is out of stock after you submit the order.

7. Loyalty Reward Program

What is the Loyalty Reward Program?

The Loyalty Reward Program is our way of showing appreciation to loyal customers. You can earn points through purchases and simple activities, which you can later redeem for discount vouchers.

How can I earn points?

You can earn points through these actions:

• Creating an account
• Completing your profile
• Making purchases (IDR1,000 = 1 point, excluding delivery costs)
• Following us on Instagram or TikTok
• Liking and sharing our Facebook page
• Referring friends who register and make a purchase

How does the referral system work?

You’ll receive referral points when someone uses your referral link to register and successfully completes their first purchase.

What are the points used for?

Once you reach 1,000 points, you can redeem them for a discount voucher.

How do I redeem a voucher?

Log in to your TWOnline Indonesia account, navigate to the Loyalty Reward section, and follow the steps to redeem your points for a voucher. The voucher will be applied automatically at checkout.

Is there a minimum purchase to use the voucher?

Yes, each voucher can only be used with a minimum purchase of IDR100,000 (excluding delivery fees).

How many vouchers can I use in one transaction?

Only one voucher can be used per order.

Do my points expire?

Yes, your points and also your voucher will expire within 1 year.

Who is eligible to join the program?

The Loyalty Program is available to all registered retail customers of TWOnline Indonesia. Certain customer groups who already receive exclusive benefits may not be eligible.