This is our delivery and returns policy for Singapore orders. For International orders, please refer to this page.
Local (Singapore) delivery fees:
- Order value < $100: Flat fee of $5*
- Order value > $100: Free delivery *
- *Fees may apply for delivery addresses with stairs / no lift access
Please take note that the order value valid for free delivery is based on physical products (that require physical delivery) in your order. It does not include the amount paid for non-physical products such as gift cards, workshops or digital downloads, even if they are combined within the same order. Delivery fees will be invoiced accordingly if not charged due to the latter.
We deliver most orders via a private courier. Please ensure that there is someone to receive your parcel as a signature is required upon delivery. Tracking is available on all orders, and tracking information will be provided via email upon dispatch. Tracking information may take up to 24 hours to become available for a Singapore address.
Please contact us prior to placing your order if you require express or same-day delivery. While we will do our best to help, please take note that same-day delivery is still subject to availability of the courier.
*For bulky items, the delivery will go as far as the trolley can reach. If there are stairs to take, we recommend that you open up your parcel to bring up smaller items to your unit, and or you may pay a small fee directly to the delivery man to carry them up. For bulky orders, the delivery man will firstly call you in advance to make sure that there is someone there to receive the parcel, and check if there is a lift landing. If there is no lift landing, the aforementioned clause will apply.
ORDER DISPATCH & DELIVERY LEAD TIMES
Once you have placed your order, please allow 2-5 working days for us to pack and dispatch your order. When you receive the tracking number, it means that a pick up has been arranged for the next dispatch slot. Once your order has been dispatched, it takes 1-3 working days for you to receive your order.
If you want to receive your order by the *^end of the week, please place your order 1 week in advance by 12pm Wednesday.
E.g. If you place your order before 12pm Wednesday, you will receive it next week between Monday to Friday.*
E.g. If you place your order after 12pm Wednesday, you will receive it the following week between Monday to Friday.*
*Exception: If there is a Public Holiday, then your order will be forwarded to the next working day to be packed and dispatched.
^Please take note that occasionally due to high volume in mail, there may be unpredictable delays in the delivery which are beyond our control. For such situations, we seek your kind understanding and patience.
All orders are shipped via trackable registered mail or courier - we recommend shipping to a secure, attended location as a signature is required upon delivery. There will be delays in the delivery should there be no one around to receive and sign for the parcel.
Please take note that orders with pre-order and/or made-to order items will take a longer time to dispatch depending on the individual item's stated lead time.
LOCAL PICK UP
You may choose to pick up your order at our store. Please select the "Pick Up" option when you check out online. The address and directions to our store can be found here.
Once you have placed your order, please allow 1-2 working days for us to pack your order. You will receive a confirmation email once your order is ready for pick up. Please call / WhatsApp +65 8738 3404 if you need to do an urgent pick up.
Please take note that the pick up time window is strictly 10.30am-6pm (Monday, Wednesday to Saturday) only. Please show us your confirmation email with your order number when you come to pick up your order. It is mandatory for you to scan the Safe Entry QR code (located on the door) when you arrive.
All orders must be picked up within 1 month. If you are unable to visit our store for pick up, you may opt for delivery at a flat fee of $5. Please call / WhatsApp +65 8738 3404 to inform us in advance. Orders that are not collected within 1 month will be automatically cancelled and forfeited. No refunds will be given.
Once an order is placed, no cancellation is available, especially if your order has been packed and dispatched. This includes workshop slots booked via this website.
If your order has not been packed or dispatched and you still want to cancel your order, there will be a 5% cancellation admin fee. Hence, we will only be able to refund 95% of the order amount.
If your order has not been packed or dispatched you may choose to exchange the item in your order for another item of the same value of more. You may need to top up if the order value is higher, but no refunds will be given if the order value is lower.
RETURNS, EXCHANGES & REFUNDS
Once the order has been packed and dispatched, we do not offer returns, exchanges or refunds in the event that you change your mind.
If you have any issues pertaining to one or more items in your order, please contact us within 3 business days after receiving your order. We will assess each request on a case-by-case basis.
In the event that we agree to replace or issue a store credit for one or more items in your order, you will need to send these items back to us within 3 business days of our written approval of a replacement or store credit. Returned items must be with their original packaging in unused condition. Once we receive the returned items, we will process your order replacement or store credit within 10 business days. We reserve the right to refuse your request if the returned items are not in their original packaging, used, not in original condition as described, or if you fail to return the items back to us within the stipulated time frame. Please retain your mailing receipt to prove your shipment date.
Delivery fees for returns will be borne by you, unless otherwise stated. You are advised to use a trackable mailing service as we cannot be liable for returns lost in transit.
For returned parcels, the delivery fee cannot be refunded. Please take note that a restocking fee of 10% will apply for all returns.
We will not entertain exchange or refund requests for purchases made through a third party.
It is your responsibility to provide us with a complete and correct address. If your parcel has been returned to us due to an incomplete or inaccurate address, we'll contact you for a redelivery (delivery and handling fees will apply) once we receive the undelivered parcel.
In the event where the postman cannot reach you and the parcel is returned to us, the same redelivery fee would apply.
ITEMS INELIGIBLE FOR RETURN, EXCHANGE OR REFUND
Return, exchange or refund will not be offered for slight variations or imperfections in all handmade silicone moulds, handcrafted jewellery and gifts, due to the handmade nature of these products.