This is our delivery and returns policy for International orders. For Singapore orders, please refer to this page.
We ship internationally to most countries worldwide.
We offer two ways of shipping internationally*:
- Express Worldwide (courier), which is more costly but usually with a shorter transit time (applicable almost worldwide).
- Registered mail (Singapore Post), which is often more affordable but with a longer transit time, but only applicable to these 20 countries:
United States of America, Australia, Malaysia, Indonesia, Brunei, Thailand, Hong Kong, Canada, Belgium, France, Germany, India, Israel, Maldives, Netherlands, New Zealand, Philippines, Saudi Arabia, South Africa, Spain.
Please take note that we are not able to ship to P.O. box addresses.
Your shipping options will be shown at check out and you may select your preferred method. The costs and estimated lead time for each shipping method will be displayed at check out.
*Please take note that for certain countries, we are only able to ship via Express Worldwide (courier).
If you are unable to proceed to check out, it is likely that your cart contains extremely heavy or prohibited goods (see below) that cannot be shipped overseas.
If you do not see any shipping options or face any issues checking out, please email us your order list or a screenshot of your shopping cart and your full shipping address for a shipping quote.
If you wish to engage a local agent or forwarder to export your order, kindly contact us prior to placing your order. We will not be able to process these orders via our website.
PROHIBITED ITEMS FOR INTERNATIONAL SHIPPING
We ship internationally for most items! Please take note that we are unable to ship the following items as they are hazardous - CCR Bioresin - Eco-friendly Clear Casting Epoxy Bioresin, RiverCast - Water-Like Resin For Deep Casting, Hydrochloric Acid, 99.9% Isopropyl Alcohol, Brea Reese Alcohol Inks - Box Set of 13 Colours with Blending Solution, Tim Holtz Alcohol Inks - Box Set of 13 Colours with Blending Solution, Home Studio Set Up Tool Kit for Resin Art or Casting and Krylon Kamar Varnish Spray.
Please do not add these items to cart. If you manage to checkout any of the prohibited items listed above, we will have to remove and cancel the item in your order. Do take note that there will be a 5% cancellation admin fee. Hence, we will only be able to refund 95% of the item / order amount.
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).
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, the shipping lead time would be based on the option that you had selected at check out.
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 as well as any prohibited items that you were able to checkout.
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 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.
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.