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FAQ
Specific questions not answered here can be sent to [email protected]!
ORDERS
I don't provide gift wrapping services at the moment! The order value must be accurately declared on the customs form for me to ship the package. I recommend removing the mailer after receiving the parcel if it is intended as a gift!
SHIPPING
- When will my order be shipped?
Items that are in stock will be shipped within 1-5 business days. For pre-order items, please check their respective descriptions for the estimated dispatch date.
If your order includes both in-stock and pre-order items, they will be shipped together once all items are ready for dispatch.
- Do you know where my package is?
If you did not opt for tracking with your purchase, I won't have any means to track your item. ;-; Unfortunately, I won't know its whereabouts or when it will be delivered. In the best case scenario, the package might be returned to me, and I'll contact you with an update!
- What is the estimated shipping time?
For Untracked Packages,
Singapore : 1-3 working days
SEA : 2-8 weeks
Everywhere else : 4-12 weeks
(Please take note that tracking for these are not available/limited)
For Tracked Courier,
Singapore : 1-3 working days
SEA : 2-8 weeks
Everywhere else : 2-8 weeks
(Please take note that international deliveries will sometimes be delayed due to additional processing at customs ports & etc. ;-;)
- My tracked package has not arrived/the tracking has not updated for months?
Do monitor your tracking regularly! If you encounter issues such as no updates for several months, the item being held at customs, a failed delivery attempt, or if it significantly exceeds the estimated shipping time without arrival, please first inquire with your local postal service if possible.
Once the package leaves my country, it is handled by your local postal service. While I can request my post office to check the status of your parcel, this process can take several months. It is generally more efficient for you to bring your package information (tracking number, shipping details, and your order number used as sender reference) to your local post office to check its status. There have been cases where customers successfully retrieved their packages by directly contacting their local post office.
If you require additional information to locate your package, please feel free to contact me!
- My package might be lost, what do I do?
Please reach out to me with your order number, tracking number and name! I will check on your order status and contact my postal service if necessary.
If your order is shipped with tracking, please take note that delays may occur. It's advisable to check with your local post office in case they are holding the package for collection. If your package has not arrived after 3 months, I will contact the local post. Please note that the refund process may take an additional 1-3 months due to the slow processing times of my local postal service.
- My tracking says "Delivered" but I do not see my parcel!
I recommend checking potential locations where the parcel could have been left (e.g., front door, mailroom) and consulting with others in your household to confirm if it has been retrieved.
If the parcel is still missing, you can contact your local post office (for orders outside of Singapore) to investigate any tracking discrepancies.
Please note that we cannot assume responsibility for any stolen packages after delivery has been confirmed, due to failure to collect them ;-;
- Will I have to pay custom fees/VATs for my order?
If you reside outside of Singapore, your parcel may be subject to customs fees according to your country's regulations after it has been shipped!
Customers are responsible for any taxes or duties that may be imposed upon receipt of their order. To learn more about these fees, please refer to the guidelines governing international purchases entering your country.
If the parcel is returned to me due to unpaid fees, I can only issue a refund for the order total, excluding the shipping fees paid.
- I made an error in the selection/used the wrong address!
Please contact me as soon as possible and I will check if the order is still editable! Unfortunately, once the order is shipped, I can't make any changes.
- My order arrived faulty/has missing items!
Please attach pictures of the order you received and send me an email at [email protected]! I will respond as soon as possible!
- Can I return or exchange my order?
I unfortunately do not accept any returns or exchanges unless it was a mistake on my part (such as sending in the wrong item, wrong size, etc). If you have any troubles with your order, please feel free to reach out!
In-stock purchases can be cancelled before they are shipped.
Pre-order items however can only be cancelled during the specified pre-order period; once this period closes, we will finalize the order with the manufacturer and cancellations will no longer be possible.
