Customer Care

PAYMENT OPTIONS

  • GENERAL NOTES
  • SINGAPORE CUSTOMERS
  • INTERNATIONAL CUSTOMERS

We use Stripe as our payment provider. Both credit and debit cards from Visa, Mastercard and American Express are accepted.

All orders within Singapore are charged in SGD$ inclusive of taxes. All orders outside of Singapore are charged in USD$ excluding taxes. We reserve the right to set the exchange rates at our discretion. The final converted price will be shown at the time of checkout. There may be additional charges imposed by your local banks for such transactions. Customers are responsible to check with their banks.

Payment via PAYNOW is available for Singapore-based customers. Please place an order via whatsapp or email.

Payment via Paypal is available at checkout for all customers.

Payment via Alipay is available for China-based customers.

SHIPPING AND DELIVERY

  • ORDER PROCESSING
  • SINGAPORE DELIVERIES
  • INTERNATIONAL DELIVERIES

With the exception of extended holiday periods, we ship most orders within 1 – 2 working days upon payment confirmation.

We offer free shipping* to local Singapore addresses.

 

We use a variety of courier partners for deliveries. Please note that we are unable to deliver to restricted areas as defined by our courier partners. Orders are usually collected from our warehouse on the same day they are packed, and our courier partners usually deliver the items within 1 – 2 working days thereafter. In all, customers can expect to receive their orders around 3 workings days after placing their order.

Expedited same day delivery is available at a fee. Please select the option during checkout. Do note the cut-off times for same day delivery as our warehouse still require the usual lead times to process the order. Orders received after the cut-off time may be delivered only on the next day.

In all cases, a signature is required to receive the merchandise.

We offer free delivery* on international orders to worldwide locations but may at our discretion cancel orders originating from selected countries. DHL is our courier partner for international deliveries.

 

Items are shipped DDU (Delivered Duty Unpaid) which means orders are subjected to duties and taxes at the destination port. It is the responsibility of customers to check with their local authorities on the applicable charges. Customers will be contacted by DHL to make payment for these charges as part of custom clearance.

 

Delivery times are as per DHL service standards, please check their website for more information. As a guide, orders to most locations within SEA and greater China can be received within 2 working days from the date they are picked up from our warehouse, excluding any complications or delays at the destination customs. Please note we do not ship to PO boxes and other restricted areas as defined  by our courier partners.

 

In all cases, a signature is required to receive the merchandise.

EXCHANGE AND RETURN

  • POLICY
  • PROCESS
  • CALCULATION

We want you to be happy with your purchase and in case you changed your mind, we accept exchange and returns within 7 days from the date you receive the item.

 

The below items are not eligible for exchange or returns:

  • Flash sales and other promotional merchandise under final sale conditions
  • Consignment brands
  • Special orders

 

Please note that shipping costs incurred at all stages of this process are to be borne by the customer. 

Should you wish to exchange or return an item, please contact us for a request form and more specific instructions.

 

We will approve an exchange or return if the below conditions are met:

  • Customer notifies customer care team within 7 days of receiving item(s).
  • Customer submits form and mails out item within 7 days of correspondence.
  • Item is received in its original packaging, new, unused, unopened and in its original condition, with all the labels and tags intact and undamaged.
  • Valid proof of purchase.

 

We reserve the right to reject any returns which does not meet all of the above conditions. Items which are not accepted will be sent back to the customer at their costs.

 

Once we receive the item, an email confirmation will be sent to the customer. We may take up to 7 days for this assessment process. For successful exchanges, we will ship the item of your choice at your cost. For successful returns, a refund will be credited to your initial payment mode within 7 days. Do take note that it may take up to 21 days  for the refund to show on your bank’s statement due to processing times by the different parties involved in the process.

Refund would be calculated on the net amount paid less a 5% administrative fee and does not include the below:

  • coupons and any promotional discounts applied
  • shipping and related handling costs*
  • bank charges
  • any other non-merchandise charges
  • taxes and duties incurred

 

*For orders which qualified for free-shipping, a fee of SGD$5 and SGD$30 would also be deducted from the total amount for Singapore and International orders respectively.