✿Store Processing Times✿
Our store's order processing times will vary between 7 to 21 business days. This store is operated by me only, so I kindly seek your understanding! Bigger shop updates will result in longer processing times.
Processing times refer to the time it takes to get to your order, pack, ship and submit your tracking number.
Please ensure to look out for the tracking number as it is every buyer's responsibility to track their own packages.
✿Delivery/ Transit Duration✿
Due to the pandemic, please expect delays for international shipping. In my experience, a parcel could take 2 to 7 weeks or more from Singapore to the United States.
To our neighbours such as Malaysia and Indonesia, it could take anywhere from 3 to 10 days.
✿Refunds or Cancellations✿
All sales are final. We do not accept cancellations unless there is a duplicate order.
Additionally, our store does not entertain returns. Please read the merch descriptions and timelines before purchasing.
✿Change of Addresses✿
Changing an address is only granted if the item has not been shipped and a tracking number has been given to your email from BigCartel. Once the label has been printed, we are unable to change the address and reroute the package. The customer would have to wait until the package returns safely back to me. (Continued in the next section)
✿Returned Parcels to me✿
If the customer would like to have it shipped back, they would have to be responsible for the reshipment fees again. Otherwise, the customer may choose to have the order refunded to them, minus the first shipping fee costs and 6% paypal fees.
Please ensure you have the correct address before submitting your order. If packages regularly go missing to your address, customers may ask the packages to be delivered to a trusted family member or friend's home.
If you were undercharged for shipping upon checkout, I will bear the extra cost. However, if the parcel is returned despite being given the tracking number, the customer would have to pay the accurate shipping cost for redelivery.
✿Item is stuck in transit✿
Due to the pandemic and high volumes of packages, packages may be stuck in transit for weeks or a couple of months. Other than the website we provide to customers to track their shipment, customers may use other sites such as parcelmonitor.com or parcelapp.com to track. Sometimes these websites can pin point the location better than the websites provided, so we encourage customers to use them.
We recommend reaching out to your local postal services for any information regarding your parcel, as they are best equipped to help in this situation.
If the order has been stuck for more than 3 months, please contact us and we are happy to help you track your order.
✿Order is marked as delivered but did not arrive ✿
Once the order has been picked up and shipped, we do not control what happens after, especially after the package has been marked delivered'.
Please reach out to your local postal services as they are best equipped to help track your parcel. Customers may call or email your local postal services with the international tracking number provided through BigCartel.
During this time, customers may:
1. Wait for a few days up to a week to see if the package does arrive; sometimes the postal services marks the package as delivered first.
2. Please check if your package is held at customs or your local postal services.
3. Check your phone records or email if your local postal services contacted you to pick them up, even though it is expected that they leave the package at your doorstep. Unfortunately I am not familliar with international postal services to determine the reasons for this.
4. Check with your family members or neighbours if they have taken the package accidentally.
5. If all else fails, you can consider filing a missing mail enquiry with your local postal services. They will be able to assist you.
Last but not least, if you need help, please contact us at [email protected]
✿VAT tax/Customs fees ✿
Customers may be requested to pay VAT, import fees, customs fees etc and are responsible for paying the fees incurred.
Our store is not responsible for those fees.
Customers may approach their local customs office for more details.
✿Problems with order/Paypal Chargeback✿
If customers have an issue with their order, we would appreciate to be contacted about it so we can resolve the issue to the best of our ability.
Any customers who request a paypal chargeback will be banned permanently from the store.
✿Service Policy✿
Our store reserves the right to refuse any customers who display rude behaviours. In this case, any outstanding orders from the individual will be cancelled, refunded and banned permanently.We encourage everyone to exercise empathy and kindess :) We truly appreciate you!
For any other enquiries, please reach out via email at [email protected] and I will be happy to assist you :) Thank you~!