FAQ / Policies

SHIPPING

Do you ship internationally?

Yes, if you have a postal service where you live, we ship to you!

How much does shipping cost?

Singapore

Local orders are shipped with Singapore Post (SingPost) SmartPac mail at a flat rate of SGD3.20 or SGD3.80, or depending on the size and weight of the order. Larger orders will be shipped with Registered Mail.

SmartPac is a doorstep delivery service and all packages are mailed with a tracking number. If there’s no one at home to receive the package, the postman will place it into your mailbox.

We have decided not to ship with SingPost ordinary/normal mail anymore to eliminate the risk of your packages getting lost in the mail. Hence, all packages will be shipped with a tracking number to give you peace of mind. We've experienced ordinary mail getting lost, never to be seen again, and would not want you to go through such an unpleasant experience. Instead, we are offering free shipping for all local orders above SGD80.

Everywhere Else

This really depends on your location and the volumetric weight of your items. Our overall shipping cost includes packaging and handling and the amount will be automatically calculated after you have entered your shipping address in the shopping cart page.

International orders are shipped with the following providers:

SingPost Registered Airmail - Shipments are mailed by SingPost to your country and handed over to your local postal service for final delivery

DHL Express - Shipments by DHL Express are time definite, with tracking and door-to-door delivery. Shipments require a signature and cannot be delivered to PO boxes..

All packages are shipped with a tracking number.

If the shipping calculation happens to be more than the actual costs (inclusive of packaging and handling), we will refund the excess to you!

How long does it take for my order to be shipped?

We will process and ship online orders within 1-5 business days. You will be provided with the tracking information via email once when your order has been shipped.

How long will it take for my order to arrive?

Singapore

Estimated delivery time is between 3-5 business days*

Everywhere Else

SingPost Registered Airmail - Estimated delivery times*+

Asia Pacific

2-4 weeks

Australia, New Zealand and Oceania

2-5 weeks

North America

2-5 weeks

Canada

3-8 weeks

Europe

2-5 weeks

Latin America and the Carribean

4-6 weeks

North Africa and the Middle East

4-8 weeks


During festive periods, please add 10 business days to the above estimated delivery time to your country as postal services may take longer to deliver packages.

DHL Express - Estimated delivery time: 2-5 business days*+

*As these are just estimates, we cannot guarantee them and occasional delays do occur. 

+Do note that international shipments may experience customs delays too.


How do I track my order?

If your order has been shipped, you will receive an email containing the tracking information.

Orders shipped with SingPost
Track your package here: http://www.singpost.com/track-items

For international orders, do note that the tracking ability is limited for postal administrations in certain destination countries that do not provide tracking for registered articles once they leave Singapore.

Orders shipped with DHL Express
Track your package here: http://www.dhl.com.sg/en/express/tracking.html

International shipments are time definite, with tracking and door-to-door delivery.

What do I do if I have not received my package?

If the package has not arrived after the estimated delivery time, please contact us and we will be happy to check with our shipping carrier about its status. We will then see what we can do based on the advice given by the carrier.

Unfortunately, in the event your package has been stolen, i.e. the postman has delivered the package but someone sneaky took it, we are unable to offer any refunds.

We include a return address on all packages. If a package is returned to us and provided there is no damage to the items within, we will get in touch with you with two options:

  1. We will refund the item price less the original shipping costs (does not apply to sale or custom orders).

  2. We will reship the package to you although you will need to bear the additional shipping cost.


I provided the wrong shipping address, what can I do?

Please contact us immediately if you realise that there are errors with the shipping address and provide us with your order number and the correct shipping address so that we can make the necessary changes.

Unfortunately if the parcel has already been sent out and you’ve received the delivery notice, we will not be able to make changes any longer. If the parcel is lost due to inaccuracies with the shipping address provided, we will not be able to offer a refund.

We ship to the “Shipping Address” provided at checkout hence it is very important to verify that your shipping address is correct when placing your order.

Do I have to pay customs fees for my package?  (International Orders)

This depends and we are unable to provide any estimates as such charges are levied by the destination country. If there are any customs duties, fees and taxes charged or other customs related admin charges for the shipment, you will have to pay for them before customs releases your package to you. If you decide to refuse the shipment, we cannot provide any refunds. Please check with your local customs office for the rules and regulations.

Is it possible to mark my package as a gift or declare a lower amount on the customs declaration form?  (International Orders)

We are afraid we cannot help you there. We have to adhere to postal regulations and hence we are unable to mark your package as a gift. The retail price(s) of the items will be indicated on the customs form to facilitate customs clearance.

 

CANCELLATIONS AND RETURNS

Can I make changes to my order?
We strongly recommend that you verify all items in your cart before checking out. If you need to make changes to your order, please contact us immediately. If we have not yet shipped your order, we will cancel the order and you can place a new one.

For policies about custom diorama orders, refer to our Custom Diorama FAQ.

Do you accept returns?
If you are unhappy with your purchase, do contact with us within 14 days from the date of receipt and we’ll be happy to address your concerns.

If you wish to return the item, it must reach us undamaged and in its original packaging, so do ensure that it is properly packed. If the item is not returned in its original condition, we will be unable to process the return. All return orders must be mailed within 14 days of your order arrival date. Once we have received the item, we will refund you the item price less the original shipping cost.

We do not accept returns for sale items and custom orders.

Can I exchange my item for another?

We allow exchanges only if we have sent you an incorrect item. Please contact us within 14 days from the date of receipt to request for an exchange. Items must be returned undamaged in their original packaging and the return shipping cost will be reimbursed to you once we have received the item.

My item arrived damaged, what should I do?

We want your item to reach you safely and we take care to pack your orders well. However we have no control over what happens in transit and if an item arrives damaged, do contact us within 5 days of the date of receipt with photos of the packaging and damage and we will be happy to assist.

 

OTHERS

This (item) is sold out, when will it be restocked?

All of our creations are handmade and one of a kind. We try not to remake a particular design unless we receive many requests for it. However, feel free to contact us about the item you like and we might just include it in our next release!

Do you do meetups or self-collection? (Singapore Orders) 

Yes, but only for custom orders and for certain items that are considered as fragile. We will indicate in the item description if self-collection is available. If you prefer to collect your order, please include a note during checkout and leave your contact details so that we can get in touch with you.