International Shipping Policy
This is our delivery and returns policy for International orders. For Singapore orders, please refer to this page.
INTERNATIONAL SHIPPING FEES
International shipping fees cannot be calculated at check out. Please email us your order list or a screenshot of your shopping cart for an accurate quote and we will send you a custom invoice to check out.
As international shipping fees have been fluctuating rapidly during this COVID-19 situation, you will be given 24 hours to make payment for the custom invoice. If the shipping fees increase thereafter, you will be resent a new custom invoice with the new shipping fees to check out.
CHECKING OUT ON OUR WEBSITE
If you attempt to check out on our website, a $100 International shipping deposit will be charged. This is only a deposit and not the actual price of the shipping fee. We will need to weigh and check the final weight of your parcel, and you may be required to top up additional shipping fees. If the actual shipping fee is less than $100, we will refund you the balance once your order is dispatched.
If you are unsure of whether you will confirm the order if the shipping fee is more than $100, please refrain from checking out on our website. This is because all order cancellations are subject to a 5% cancellation fee (see below). If you have checked out and paid and decided not to proceed in the end, you will only be refunded 95% of the amount paid.
Hence, we strongly recommend that you email us for an accurate quote.
PROHIBITED ITEMS FOR INTERNATIONAL SHIPPING
We ship internationally for most items! We are only unable to ship our bioresin products, large amounts of alcohol, and aerosol sprays (as they are hazardous), but we can certainly ship our non-toxic resins (Art Resin, totalCAST, UltraCast, MasterCast). Please email us your order list for an estimated shipping quote prior to placing your order.
ORDER DISPATCH & SHIPPING LEAD TIMES
Once you have placed your order, please allow 3-5 working days for us to pack and dispatch your order. We dispatch orders every Wednesday and Thursday (unless it is a public holiday).
Exception: For orders that are placed directly on our website with the shipping deposit paid, we will need an additional 2-3 working days to weigh and check your final shipping fee. Thereafter, we will send you an invoice to top up shipping (if required). Any delays in making payment for the shipping fee will also result in delays in dispatching your order.
Shipping lead times will vary depending on the courier option that you have chosen.
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.
TRACKING YOUR ORDER
Tracking is available on all orders, and tracking information will be provided via email upon dispatch. Tracking information may take up to 5 working days to become available for an international address.
As 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.
INTERNATIONAL TAXES, DUTIES & CUSTOMS FEES
For international orders, all taxes, duties, and customs fees (where applicable) are the responsibility of the recipient of the package. Though we cannot predict what your particular charges will be, you can contact your local customs office for more information regarding your country’s import policies and requirements.
In the event that you refuse to pay the customs fees and have instructed the courier to return the package to us, you will need to bear the full amount of the courier's return charges. Refusal to pay the return charges will result in disposal of the package at the courier's facility and hence we will not be able to refund any amount back to you.
INTERNATIONAL ORDER CANCELLATIONS
Once an order is placed, no cancellation is available, especially if your order has been packed and dispatched.
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. This includes all international orders that come through our website.
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.
INTERNATIONAL 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 refund one or more items in your order, you will need to send these items back to us within 10 business days of our written approval of a replacement or refund. Returned items must be with their original packaging in unused condition. Once we receive the returned items, we will process your order replacement or refund 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.
Shipping 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 shipping 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 (shipping 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.