FAQ
When can I expect my order to be delivered?
We aim to ship out orders from our warehouse located in Coimbatore, Tamil Nadu within 24 - 48 hours of receiving your order. After we ship your package, depending on your address it will take between 2 to 7 business days to reach you. As soon as the order is shipped out from our factory, you will receive an email confirmation with the order tracking ID, which you can use to track your order until it reaches you. In case you do not receive your package on time, send us an email at hello@andcircus.com or WhatsApp us at +919843137146 with your Order ID and we will look into this for you.
How can I find my shipment status or track my order?
Once we ship your package through our courier partners, you will receive another email, which has the tracking ID along with a link, which you can use to track your order until it reaches you.
If you have any issues regarding your delivery or any status updates by the courier partner please do not hesitate to send us an email at hello@andcircus.com or WhatsApp us at +919843137146 with your order ID, so that we can look into this for you.
If you receive a notification that your order has been delivered but you haven't received the order, please reach out to us immediately so that we can take this up with our courier partners and get your order delivered to you on priority.
I received a notification that delivery was attempted, but I did not get any call nor did the delivery executive deliver my package. What should I do?
For your order shipments, we partner with third-party courier companies who ensure the products are delivered to you once your package leaves our warehouse. In case you face any issues with your final delivery such as incorrect remarks on delivery attempts by the courier company, contact us through email at hello@andcircus.com or WhatsApp us at +919843137146, by sending us your Order ID along with the issue you are facing. We will raise the issue with the concerned courier company and do our best to ensure your order gets delivered.
Do you ship internationally?
Currently, we do not have an option on our website to select international shipping. However, if you are interested in having an order delivered to you outside India, we can facilitate that for you. You will have to bear the additional freight and customs charges depending on the destination country. Just send us an email at hello@andcircus.com with the delivery country and pin code or apply via our contact form, and we will place an order for you and get the items delivered.
What if I'm not available when the pickup is being attempted?
Our courier partner will attempt the pick-up 3 times. You will receive a phone call from our partner before an attempt and you can let them know your convenient time for the pickup.
How do I place my order?
To place your order, follow these steps :
- Browse through our wide range of products until you find something you like. Select the relevant size, you can check out our size chart or sizing tool to help you find the correct size.
- Once you’ve selected your products and size, click the ‘Add To Cart’ button.
- After you have added all the products, click on the cart icon on the top right to view the Shopping Cart. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
- You can either log in to your existing Tailor And Circus (&CIRCUS) account or simply create a new account.
- Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method. Click Complete Purchase to make the payment and place the order. You will receive an order confirmation email with the details of your order and Order ID upon successful placement of the order.
In case you need more assistance feel free to reach out to us at hello@andcircus.com.
How do I build a custom pack of underwear?
Building a pack is very easy. If you wish to get different designs of the same style (Eg: Briefs), you can go to the respective product page, add them to the cart and place the order. They will automatically be converted into packs if a minimum of 3 pairs are added.
However, if you wish to get different underwear styles in the same pack (Eg: Trunks & Briefs), you can select the Build a Pack section on the website, select the different products, sizes and designs, and add them to your cart.
Can I customise the items in the Pre-built packs?
No, the items in our Pre-built packs are pre-selected and cannot be customised. They are carefully curated to offer a convenient and complete solution based on popular preferences.
Do you have a coupon code I can use?
No, We currently offer discounts only when you purchase underwear/bras Packs of 3, 6, 9, and 12, which are applied on your cart page automatically or when you shop from the Build a Pack section on the website.
For any other coupons, please follow us on our social media handles - Instagram , WhatsApp and Facebook!
Do you send your products with discreet packaging?
We love the environment and we want to make sure that the environment loves us back. For this reason, we ship our products in non-plastic-based packaging and they are discreet. However, we should mention that the name of the products is written as part of the invoice requirements.
Do you use tags or any plastics in your packaging?
We do not use any tags on our products while making the shipment to minimise packaging. We ship our products in plastic-free cloth or paper-based packaging, which is covered in a protective outer layer and sealed to prevent any damage to the products inside. This packaging is discrete.
How would I know if my order has been successfully placed?
Once your order is successfully placed with us, you will receive a email confirmation with details of your order and your order ID.
You’ll receive another email and whatsapp regarding the tracking details once the order is ready to be dispatched once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!
How do I receive my products once I've ordered them on the website?
Once we process your order, the products are inspected thoroughly to ensure they are in perfect condition. After the products pass the final round of quality checks, they are packed and handed over to one of our delivery partners. Our delivery partner will deliver the package to you at the earliest possibility. In case, they are unable to deliver the package to your address, they will contact you on the number provided by you at the time of placing your order.
We pack our products in plastic-free cloth packaging, which is covered in a protective outer layer and sealed. This packaging is discrete. We have tied up with several reputed courier companies, so your orders will be delivered right to your doorstep within 4-10 business days depending on where you live. All orders come in fully sealed packages to make sure that the products reach you in perfect condition.
What should I do if my payment fails?
In case there is a failure in payment, please retry the payment option and keep the following things in mind:
- Please confirm if the information you’ve provided is correct i.e. account details, addresses and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
-Our order fulfilment team reconciles received payments and will manually process your order on the next working day if your payment has been received. You will receive an order confirmation email once this happens.
- If the transaction failed, however, your account has been debited, it is normally credited back to your bank account automatically within 5-7 business days. For any further clarification, you can email us at hello@andcircus.com.
I placed an order on the website and the payment was deducted from my account, but I did not receive an email confirmation. Is my order confirmed or not?
If you face any issues with payment through our website, just send an email to hello@andcircus.com from the email ID you used to place the order and the payment ID of the transaction. We will check the payment status and let you know if the payment has been completed and received by us. If the payment has been received by us, we will process your order.
In case the payment has not been received by us, your money should be automatically refunded to your account through the original payment method within 5-7 working days.
How can I cancel my order?
You can reach out to our Customer Support Team to help you with cancelling the order via WhatsApp or Email hello@tailorandcircus.com Please note: you can only cancel the order up to the time it is in the Ready to Ship Status! Or before the order is shipped.
How can I cancel my order which is in transit?
We're extremely sorry if the package is already shipped out and in-transit orders cannot be cancelled. Please do not accept the package, it will be returned to us. Once received on our end will cancel the order and your refund will be processed within 5-7 working days of the product reaching us.
What to do if my order gets delayed after 5-7 days?
Hey, you can reach out to our support team via call (number) or mail they will look into this and make sure you get your product as soon as possible
What payment options are available?
We have both COD & Prepaid payment options available.
Can I edit or cancel my order once confirmed?
Unfortunately, your order can’t be edited or cancelled once confirmed on the website. In case, you would like to modify the order please reach out to (contact no) or mail
I wish to add a few more products or modify items in my order. Will it be possible?
Once you have placed your order you can add or modify items in your order by reaching out to us within 24 hours of placing the order. We will confirm the same based on the availability of the items you wish to add to your order. In case we have already processed your current order, you can place a new order for the other items you wish to purchase.
I have placed an order on the website, but I want to change my address. Is this possible?
Of course! Please let us know within 24 hours of placing your order by sending us an email at hello@andcircus.com or WhatsApp at +919843137146 with your Order ID and the new address you would like the order to be delivered.
I have received my products and I am not happy with the size. What is the Return or Exchange policy?
We know it can be difficult to choose the perfect size when it comes to shopping online and our satisfaction guarantee gives you the freedom to try on the first product you have ordered to see how you feel about it. Your very first replacement of underwear or bra from us (single piece) is covered under the 100% size satisfaction guarantee. If you face any size or style issues with the first product you purchased from us, we are happy to replace it for you with a different size or style without the need for a return of your used product. For other unused products from your first purchase, an exchange is possible only upon return of the product unused, unwashed and in its original packing. Read more about this policy here.
For all subsequent purchases and products, we accept return requests within 15 days of receiving the product and as long as it is in its original condition (which means it should not be worn, washed or tried on and is still intact in the original packaging as received).
You can fill out your replacement/return request on this form link and we’ll reach out to you on priority. We check these requests quite frequently but if you want to get any additional help, feel free to mail us at hello@andcircus.co or WhatsApp us at +919843137146
We will then confirm if your PIN code is valid for a return (reverse) pickup, and arrange for it accordingly. In case your pin code does not allow for the return pick up, you will need to return the product to us at your own cost. For all exchanges, we are only able to send out our replacement products to you once the returned products have reached our warehouse.
What is the 100% size satisfaction guaranteed on my purchase?
Applicable only on your first replacement with us and on a single piece of underwear or bralette, the 100% size satisfaction guaranteed policy ensures that you only wear the size or style most comfortable to you.
>> If you face any issues with the size or style of the product you ordered, we offer a free replacement for only ONE piece of product that you tried on to check the fit and comfort. This product is yours and you can keep the piece without having to return it to us.
>> In case your order contains more than one underwear or bralette, we request you to try on only one as we cannot offer free replacement for more than one piece.
>> The other products from your order can only be exchanged after they are returned and go through a quality check. Please note that NO exchange will be accepted if any of the returned products are opened, washed, tried, or used even once.
Your replacement request should reach us within 15 days of delivery for you to be eligible for the 100% size satisfaction guarantee. Please fill out your replacement/return request on this form link and we’ll reach out to you on priority.
Under circumstances where replacements are not possible from our end, we will refund the cost of the product you bought in your first order (applicable only to a single piece of underwear OR bralette).
Still confused? Feel free to reach out to us at hello@andcircus.com or WhatsApp at +919843137146 for more clarity.
One of the items I have purchased has a quality issue or the wrong product was delivered. What do I do about this?
All our products are inspected thoroughly and carefully before they are shipped out to you. In the unlikely case that this occurs, please accept our sincere apologies and fill out your replacement/return request on this form link and we’ll reach out to you on priority. We check these requests quite frequently but if you want to get any additional help, feel free to mail us at hello@andcircus.com or WhatsApp us at +919843137146
In case I return the products, will the COD/ Shipping/ Gifting charges be credited back?
No. These are one-time charges and are non-refundable.
What are the terms and conditions for a refund?
100% size satisfaction guarantee on your first order - If you face any size or style issues with the first product, you can get it replaced from us, with a different size or style without the need for a return of your used product. If we can't replace it for you, we will provide a full refund on that first product (underwear or bralette) alone. Please note that we will only deduct the shipping charges incurred for the shipment while we provide you with the refund to the original payment method.
Cancellations - If the order is cancelled before shipping, the refund will be done to your bank account and will reflect within 5-7 business days. If a cancellation is required after the product is shipped, we will provide a bank refund upon request, after the package reaches back to us.
Wrong or defective products received- We can either ship out the correct product(s) or provide a refund to your bank account by the same payment method used while placing the order.
Refund for Products Returned - In the case that you are not happy with the product and wish to return the product(s) for a refund, please send us an email to hello@andcircus.com or WhatsApp us at +919843137146 mentioning your order number and reason for return. Returns are accepted within 7 days of you receiving the product if they are not tried on, unwashed, and in the original condition, you received with packaging intact. We will initiate a reverse pickup for the products that need to be returned, and after the products are received at the facility and the products pass the Quality Check, we will be initiating a refund for the products received. Please note that we will only deduct the shipping charges incurred for the reverse shipment of the products while we provide you with a refund for the total products returned to us which passes the quality check.
In case any of the products returned do not pass the Quality check, we will not be refunding the amount for the same. We will be able to ship the same product back to you if you prefer, however, the additional shipping charges for this will have to be borne by the customer.
What are the terms of the Return Policy?
You can return your order within 15 days after your products are delivered as long as they are still in their original packaging and condition (they should not be opened, tried on, or washed even once)
If you have received an incorrect product, send us images at hello@andcircus.com or WhatsApp us at +919843137146 and we will make it up to you by either shipping out a replacement or a full refund for the product will be provided into your bank account - whatever you may like.
To maintain strict hygiene standards for our products, we do not accept returns on our underwear if they're tried on, used or washed. T-shirts and Tank tops are exceptions.
I love the way you brand yourselves and I want to work with you! How can I do this?
Thank you, we are so honoured! This depends on the work you would like to do with us.
If you'd like to model with us, please send us an email with your full name, your number and the city you are located in. We do try to do shoots with our community to encourage all body types and to keep our brand as real to our values as possible. You can also check out the Circus section on our website if you would like to be featured on our Instagram community.
If you’d like to shoot for us, please send an email with your name, your mobile, some links to your previous photoshoots, and any other work links you’d like to share.
If you’d like to design for us (creating new prints for instance), please send us an email with your details as well as your Behance or website profile links or any other portfolio which showcases the quality of your design work.
If you're looking for career or internship opportunities of any other kind, we would love to hear from you! Drop us an email with a cover letter, your updated resume and links to any work you'd like to share, with a subject line stating the role you’re looking for at hello@andcircus.com.
I want to feature your brand in my magazine / on my page / everywhere! Who can I speak to?
Thank you for the love! It is wonderful people like you who keep us going. If you would like to write a story about us or feature us in your publication, we suggest writing to hello@andcircus.com with your story angle, including information about the magazine, who is writing about us and where you are writing from. We will contact you and take it forward accordingly.
If you would like to get in touch with us about anything else PR or marketing-related, please send us an email to hello@andcircus.com with what you had in mind, and let us talk!
Where are the products manufactured?
We manufacture our products in a fully integrated - internationally certified factory based out of Coimbatore, Tamil Nadu. We are Worldwide Responsible Accredited Production (WRAP) and Supplier Ethical Data Exchange (SEDEX) certified which maintain safe, lawful, humane, and ethical manufacturing alongside responsible sourcing, ethical, safe labour practices and we ensure that our tailors receive wages that compete with market standards.
What fabric is my underwear made from?
When we started Tailor And Circus, we decided that we wanted to create a sustainable and environmentally friendly garment that would be easy to use, soft to the touch and wick moisture better than anything else we knew. This is how we found TencelTM Modal Micro from Lenzing®, Austria. It is a cellulose-based fibre derived from sustainably harvested Austrian beechwood trees, which is both biodegradable and eco-friendly. It is also 3 times softer than cotton as a fabric, more breathable, absorbs dyes much better and holds shape well. To know more about this, please visit our fabric page.
I’m confused about the right size for me - help!?
We have comprehensive size guides available on our site, against each product to help you decide which size is the correct one for you. If you still feel like you might be unsure, we have a 100% satisfaction guarantee that covers the very first replacements (one piece of underwear) that you buy on your first order. In case you find that you have any style or size issues, we will replace the first pair for you - no questions asked!
Do you offer custom designs or products?
Currently, we do not offer custom designs. However, we are working hard to create this exciting feature for you. If you require a bulk order, which requires a custom print or design or size which is not available on our website, you can send us an email with details on what you are looking for: hello@andicircus.com
Is there any option to try the product before buying it?
We only sell online so there is no try-and-buy option available. However, If you have received your order and need a size change, we offer a free replacement for one product on your first order as a part of our 100% satisfaction guarantee (only applicable for underwear). Please see this section on FAQs for Returns and Replacements for a more detailed guide. For any further queries, please write to us at hello@andcircus.com.
Can I purchase products in bulk?
Yes, you can. Just send an email to hello@andcircus.com with your requirements, and we will advise you on the best way to go about it.
What are the wash-care instructions for the underwear?
Most of our products can be machine-washed in cold temperatures at 40 degrees with a mild cleansing agent. We do not recommend bleaching any of our products, or tumble drying them at high temperatures, as it can cause pilling. Instead, it would be best to dry them by laying them flat or on a clothesline. You may iron our garments using low to medium temperatures. Dry cleaning is also possible, and will not harm the garment.
Does Tailor And Circus have a store or do you sell through other stores in India?
As of now, we are all online. This helps us maintain our fundamental goal of creating value by cutting out middlemen costs and shipping directly from our factory. We do make appearances at select sustainability-focused pop-ups around the country because we love to meet the people in our community who often come around to share their love for our undies as well as meet new people who share our love for the planet.
If you would like to make a purchase but feel apprehensive because it is online, remember that we have a 100% satisfaction guarantee policy that will replace your first pair, in case of a size or style difference from what you are used to.
Is it safe to shop online if I make payment using Net Banking, Debit Card, or Credit Card?
All payments (Credit Card, Debit Card, Net Banking, UPI and wallet transactions) are processed over a secure encrypted connection through our payments gateway partner. We take your privacy and personal information very seriously, all information we collect from you is stored on secure and state-of-the-art encrypted servers. Payment-related information such as bank account details or credit/debit card numbers, UPI ID, and wallet information, which is essential to completing the purchase on our online store are not received by us. This is collected via secured payment service providers (such as PayU or Razorpay) and is not stored on our servers.
You can read more about what data we collect and how we use this data in our Privacy Policy section of the website.
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