FREQUENTLY ASKED QUESTIONS
Has my order been shipped out?
All parcels (excluding Express Mail) require 3-4 working days to be shipped out, do kindly note that weekends and public holidays are not working days for our team and the post office. You will be notified via email once the item is on its way. For preorder items, the entire shipment will only be mailed out once the backorder items arrive.
My order has not arrived yet
Orders will arrive as per the estimated delivery timeline stated in the table above. Do kindly note that weekends and Public Holidays are not working days for our team and the post office. If it is past the estimated time, do check your tracking number (if your order was shipped via Registered Mail) and that the address provided was correct before emailing us at firstname.lastname@example.org or via our contact form. We will do our best to locate your parcel straightaway and let you know what steps we can take to help you.
For Registered Delivery, you may phone up Singpost at +65 6841 2000 or click here to track your parcel.
I've given the wrong address!
Please make sure that the delivery address is correct as we are unable to redirect orders once they are on their way to you. In the event, an insufficient or incorrect delivery address has been provided, an additional fee will be charged for reshipping the item out once it rebounds to us. Do kindly allow up to 3 weeks for returns to be received and processed.
Is there the option for Self-Collection?
Unfortunately at the moment we do not provide Self-Collection services. If you require your items on a specific date, we recommend using the Express Mail option which enables both tracking and delivery within 1-2 working days.
If I preorder an item, can the instocks be sent first?
To prevent confusion, we will only be shipping the entire order (instocks and preorder together) once the preorders arrive at our warehouse. Preorders/Backorders typically take 2-3 weeks from your order date to reach our warehouse, and after which the time it reaches you will depend on the mode of shipment you have selected as well as your location. If you wish to have your orders shipped separately, do place two different orders with the preorders in one, and the instocks in another to avoid disappointment.
How do I ensure that my package is gift wrapped?
If you are ordering several items that require gift wrapping, do indicate while checking out in your Shopping Cart by clicking "ADD" Gift Wrapping (fees apply) to each individual item. Do visit our Gift Wrapping page for more information on the options available.
Will I be charged customs, taxes or import duties? *International orders only
Any customs, taxes or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. Unfortunately, we have no control over these charges and cannot predict what they may be. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. It is at the sole discretion of custom agents to release your package. In rare occasions custom agents may delay delivery of some packages.