FAQ
Help, my package isn't here! What should I do?
Before reaching out, please do the following first:
1. Confirm the delivery address you've given is correct by checking your order confirmation or shipping notification email.
2. Check your package's current tracking status. Unless it states 'Delivered', your package is still enroute via air, undergoing customs clearance, or in the mail processing facility. It generally takes 3-4 working weeks for international orders to be delivered; If it is taking longer than a month, it is a good idea to call your post office and inquire about your package by providing the tracking number.
For orders to USA, Canada, Australia and China, Singpost's tracking updates stop upon arrival at the destination country. If 1 to 2 weeks have passed since 'arrival at destination post' is shown on Singpost's tracking page and your order has not been delivered, please contact your post office as soon as possible with your tracking number to inquire about the delivery status.
3. If tracking has stated 'Delivered' but you did not receive your package, contact your local post office and/or customs either by phone, or in person, with your tracking number and identification ready. Check if the package was misplaced, or if there are unpaid taxes.
4. If your mail is delivered to a mailroom at your apartment building, please ask the relevant person about the possibility of your package being misplaced or stolen.
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Common Occurrences
Failed attempted delivery
Your postal service may have been unable to deliver for various reasons (eg. unclaimed package, being unable to reach your door due to obstructions or severe weather conditions) and may attempt re-delivery a second time, OR request you pick up the package in person. If it is not claimed within a few days, they usually return the package to the sender. Your tracking details will show if they made an attempted delivery or need you to pick it up personally.
Unpaid taxes
Customs duties or VAT may be charged prior to or upon delivery. Failure to pay for these fees in a timely manner will result in your package being forwarded back to me. Any packages returned to me due to the fees being unpaid can either be refunded for the item price (excluding shipping cost and 5% payment fee which are non-refundable) or reshipped back to you with the shipping fees paid again.
Delivered to the wrong address
An incorrect address may have been provided during checkout, your post office requires an in-person pick up, or it may have been accidentally delivered to the wrong address by your mail carrier. Your local postal service may be able to retrieve a wrongly delivered package if you request for help within a few days from the delivery date as they have the GPS coordinates of where the package was marked as delivered.
Package returned to sender (RTS)
If a package is returned to our address due to any of the above reasons, we can resend it once it reaches us as long as the shipping fee to resend it is paid for. Please double check your shipping address when you receive your order confirmation email, and contact us ASAP to make any needed changes!
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Rare Occurences
Mail theft
If you suspect your package to be stolen, please contact your nearest local post office with the tracking number ASAP and ask them for the GPS coordinates of where the package was delivered. Google Map the address provided and see if it's a house, apartment building or business. A mail theft report will have to be filed, please check with your local postal service on how to proceed with one.
Marked as delivered early
Sometimes packages will be marked "delivered" before they actually deliver it the next day or a few days after This becomes more common during Holiday Seasons such as from November to January when mail volume increases, so please be patient and give them a few more days to deliver!
Tracking status is stuck and not updating?
If tracking details have not been updated for more than two weeks after arriving at the destination country and your order has not yet been delivered, please contact your local postal service as soon as possible with your tracking number(s) to inquire about the delivery status. For orders to USA, Canada, Australia and China, Singpost's tracking updates stop upon arrival at the destination country.
How do I check the status of my order?
After you’ve placed an order, you will receive an order confirmation email. Please allow 3-5 working days of order processing for in-stock items. For pre-order items, please check the product listing's description for the estimated shipping date.
You will receive a shipment confirmation email notification once your order has been dispatched. The email will contain a tracking number and a link to the tracking details. Please check back on it regularly to stay updated with the delivery process.
I placed an order with an incorrect / incomplete address!
As long as the order has not been shipped out yet, I can edit the shipping information for you on your order. Please contact me with your updated address as soon as possible! I'll usually reach out beforehand if the address looks incomplete.
If the order has already been shipped out, you may try contacting your local postal service or customs with your tracking number and identification to see if the package can be redirected to the right address. If this fails, you will need to wait for the package to be sent back to my address (due to failed delivery) before I can reship it. Additional costs will occur as you will need to pay the same shipping fee for redelivery.
Can you hold onto my order until I get my new address if I'm moving?
Yes! Please leave a note about this in your order and email the new shipping address with your order number to [email protected] as soon as you have it!
My order is being held by customs, what can I do?
The time taken for customs clearance varies quite a lot (from a couple of days to a month) depending on where you are. If it's taking a long time, it's a good idea to contact them or your post office with your tracking number to enquire about its status. There may be a chance it's held because of unpaid tax, etc.
I placed an order, but lost / didn't receive a confirmation email?
If you've already checked your junk mail for it, it may be a case where incorrect contact information (email address or phone number) was inputted during checkout. We can resend you the email confirmation of your order after the following is done:
Please send an email to [email protected] with the following information.
1. Full name
2. Shipping address
3. Contents of order