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Last Updated on 22 Nov 2023

Troubleshoot Order Issues and FAQ

Having issues with your orders? Products arrived damaged? Customer request for a change of mind return?  Fret not, here’s some information of what and how you can deal with it.

  • Tracking not showing movement

    • If you are not seeing any movement in your tracking information, it is recommended that you check the courier's website for updated information. If the information is still not available, it may be necessary to reach out to their support team for further assistance. In some cases, there may be delays or issues with the shipping process that are beyond our control, but do reach out to us so that we are able to ensure that your packages are delivered as quickly and efficiently as possible.

  • Change of mind

    • For customers who have changed their mind about a purchase, we have a dedicated Returns and Warranty page on our website with clear guidelines and instructions. We understand that changing your mind can happen, and we aim to make the process as smooth as possible for our customers. Please refer to our Returns and Warranty page for more information on how to proceed with your return.

  • Warranty claims 

    • If you need to make a warranty claim, please submit clear photos of the product with a detailed description of the fault. Contact our support team and we will advise you of the necessary procedures and provide return labels if required. For more detailed information, please head to our T&Cs page.

  • Dead on arrival 

    • In the event of a dead-on-arrival case, please contact our support team within 14 days of receiving the product. We require a clear and detailed description of the fault, along with supporting images. Our support team will advise you on whether a return is necessary and provide further instructions.

  • Damaged during transit 

    • In the unfortunate event of damage during transit, please ensure that you reach out to us within 14 days of receiving your order. It is important that you provide us with images of the outer packaging as well as images of the damaged product to support your claim. This will help us to investigate the issue and work with the courier to resolve the matter as quickly as possible. Please note that claims without sufficient evidence may be rejected, so it is important to provide clear and detailed images of the damage. For more information, please refer to our T&Cs page under the section for returns and warranty.

Written by Rick Chua