I’ve entered my shipping address wrong – how can I change it?+
We would be more than happy to update your address as long as your order has not yet been shipped. If your order has been shipped we can attempt to track down your parcel with Singpost or DHL but we cannot guarantee it will be possible. Please reach out to us at firstname.lastname@example.org with your correct address and inquiry so we can further assist!
What is the status of my order?+
Upon your order being delivered out, you should receive an email confirming your item has been shipped out. There should be a tracking number in that email. If there is not, please email us at email@example.com for any questions about the status of your order. We will do our best to update you.We aim to have all orders packed and shipped out within 3 business days. Please note, during busy, sale and promotional times we can often have small delays. Any orders placed over the weekend or on a public holiday are shipped the following business days.
Will I have to pay for customs and duties?+
As we are based in Singapore - with shipping parcels internationally, Import Duties & Taxes may be payable for import into your country. We recommend contacting your local customs office for more info on customs charges for your country.
My parcel tracking says it has been delivered but I have not received it! What should I do?+
Parcels are sent with a 'No Signature Required' delivery service. So if no one is home at time of delivery and the driver deems the area safe to leave, the parcel will automatically be left in a safe location at the address. If there is no sign of your parcel please also check in with members of your household, body corporate/building management and even with your neighbours who may have collected this for you for safekeeping. Once you have checked all possible delivery locations and still have no luck in finding your parcel, please send us an email so we can investigate further with the courier!
Do you have an option to pick up at your warehouse rather than post?+
Unfortunately due to Occupational Health & Safety reasons we are unable to have customers onsite, sorry!
How much is shipping to…?+
Please see our ‘shipping’ page for shipping costs. Shipping charges are calculated upon checkout.
Where do you ship to?+
We ship all over the world! The only exceptions are Afghanistan, Algeria, Bonaire, Sint Eustatius and Saba, Iran, Islamic Republic Of, Israel, North Korea, Democratic People's Republic Of, Pakistan, Russia and Syria which is due to the import restrictions into these countries.
I want to make a change to my order, what can I do?+
Please email our team as soon as possible at firstname.lastname@example.org. Please title the subject of your email: “CHANGE MY ORDER” - and include your order number. If your order has not been packed for shipping we may be able to make changes to your order however, if it’s too late – sorry!
I want to cancel my order, what can I do?+
Once an order is placed we're unable to cancel the order. This said, we are able to exchange the item for you before it has been sent out. Otherwise, once received you're welcome to make an exchange with us, as long as your items meet our returns criteria.
I placed an order but have not received an order confirmation or any further communication, what should I do?+
Make sure you check your junk/spam folder in case it has ended up there. If you still can not find it, you may have entered in your email address incorrectly or used another one. Please reach out to our team at email@example.com so they can resend it to your correct email address. Make sure to include your full name, email address and order number if you have it. Please note, sometimes our newsletter system can become faulty and miss out on respective automated email notifications.
I’m missing part of my order, is the rest still coming?+
We're so sorry to hear there is an issue with your order, this is definitely not something we want our customers to experience. Could you please send through an email with your order number to our team at firstname.lastname@example.org so we can look further into this for you.
I’ve received the wrong item or size?+
If you've double checked your order confirmation and have received the wrong size or item, please reach out to our team so we can help right away!
My item arrived faulty, what do I do?+
Uh oh, if you believe you have received a faulty item please email our team at email@example.com right away with images and we will resolve it for you as soon as we can!