Frequently Asked Questions
Q: How long will delivery take or when should I expect the delivery of my purchase?
A:
We normally ship within 2 working days upon receipt and processed of
your payment. We do not ship on holidays and weekend. Shipment is via
DHL Global Registered Air mail. Delivery from SIN - Rest of The world
will take approximately 10 - 15 working days (guideline provided by the
Postal Service).
To
rule out possible delays and lost of packages in transit, please write
to us at spoon72@starhub.net.sg for the tracking number if you do not
receive your purchase after more than 18 work days. Do include in your
email, your name, Address, Country, purchase, amount and date of
purchase. We will put up an inquiry with our Postal Office for further
investigation on your package. Please understand that we are not part
of the Postal Office and we cannot be held responsible for delays in
Post or Lost of Shipment. We can and we will assist to relay your
message to our Postal Office and upon their investigation, revert with
a satisfactory answer.
Q: Why there are complaints about items being ship from Germany or Hong Kong instead of Singapore?
A: All
items are ship from Singapore, part of Southeast Asia. Our main
shipping company is DHL Global. All parcels will either transit through
Hong Kong or Germany before reaching the destination country.
Q: What are the common reason for late delivery and how to make the item arrive on time?
A: - Late delivery occurs often during festive period, so it might be advisable to purchase them earlier.
- Due to custom clearance, so it is advisable to leave additional
details like your contact/ mobile number or for some who brough in
bulk, your tax number if any.
- Due to unclaimed of parcel. All our items are registered parcel, and
required your signature or anybody who can claim on behalf of you. When
the postman call and nobody home, they will leave a notice. Do be aware
of these notice on your doorstep or letterbox. If the item is left
unclaimed for too long, it will be post back to us.
- Parcel might be lost in transition. In situation like this, we will
make a claim on your behalf from the shipping company. The process
might take up to 8 weeks.
- Due to Unforeseen Circumstances like Postal service strike, natural
disaster and man-made disaster. There is nothing we can do except
hoping it will end ASAP.
Q: My parcel was unclaimed for a period of time and was return to the shipper.
A: You
have two choices, getting a partial refund or have the item send again.
For getting a partial refund, it will a refund minus off the shipping
and 20% restocking fee(listing and Final Value Fee payable to ebay and
transaction fee to paypal). For items being send back to you, you will
have to pay the shipping charges again.
Q: Why sometime the respond to my questions was not immediate and slow?
A: Everyday, we handle hundreds of emails or thousands during festive season. Generally, we understand that all customers want their email answer ASAP, and frankly speaking, we want that as well. We seek for a mutual understanding and below are the problems, where some of the customers are usually not aware of:
- Different Time Zone: We are working in Singapore where it follows Pacific Time. Basically, North America is 9-12 hrs slower than us and Europe is 7-8hr slower.
- Anonymous Email: If you are asking about shipping status or Payment details. Please include your User ID, Paypal transaction ID and Paypal Address.
- Past related questions: Please include past history transcript or emails. This will save us a lot of time searching high and low for past emails.
- Holiday or weekend: Like everybody, we need rest to keep us fresh and dedicated to our work.
Q: Where can I find sizing information?
A: Most of the measurements of our listed apparels are clearly stated in our listing. Please read the listings before purchase.
Q: Do you combine postage for multiple items purchase?
A: Yes
we do offer a discount on the for every additional purchased. The
shipping cost will depend on the total weight of the purchases and the
packaging used. Do send us an email regarding about the items that you
intend to purchase and we will give you the total combined shipment
cost. Please note that this discount is only available for items paid and shipped together and within 7 days of the first item ending.
Q: Do you offer Express Mode of Shipment?
A: Yes
we do ship via express post upon customer's request. Express Shipment
via DHL express/EMS will take 2-4 work days for delivery and minimal
charge varies. The rates will differ according to weight and final
destination of shipment.
Q: What is your Exchange policy?
A: We
take great pride in our reputation for quality and excellent value. If
for any reason you are dissatisfied with a purchase, we'll assist you
with a prompt refund or exchange.
For Returns:
No returns unless it is our fault. Customer are to be held responsible with their own purchase and should clarify all doubts before purchase. On our part, we include as much details as possible.
For Exchange:
Items can be exchanged for another item if item is returned within 14
days of receipt of your item. Please state the item you wish to have as
an exchange when returning your item. Please note that if the
replacement item is more expensive than the returned item, you will
need to pay the additional amount before we dispatch your exchange.
Customers will also need to pay for the postage at the listed rate for
the replacement item for all exchanges.
All exchanges are subjected to the replacement item being available and in stock.
For Faulty/ Wrong Items:
In rare cases if the item received is faulty, simply return the item
upon our request and we will give you a full refund or send out
a replacement (subject to stock availability). We will refund the cost
of your return postage on receipt of your returned item.
For Wrong items,
simply take a photograph of the item and send us a copy of the paypal
receipt for verify. We will promptly send you the correct items(due to
stock availability) or refund(item cost and shipping)
Terms & conditions
1. All sales are final, no returns or refunds (including shipping, handling, etc), unless conditions fit our return policy.
2. Please make sure that the items fits you. Unless otherwise stated,
we will not be held responsible for any issues regarding wrong size.
3.
After shipping, Seller will not be held responsible nor liable for any
delays nor damages, either direct or incidental, caused by the use or
misuse of this product.
4. Insurance, where applicable, is through 3rd Party and value does not appear on package.
5. We require 1-2 working day to ship out the items upon receipt confirmation.
6. Most of our customers receive their purchase within 2 weeks.
However, there are delays due to festive period, custom clearance or
postal service strike.
7. The insurance coverage, where applicable, that comes with DHL Global
is SGD 200.00, which could ONLY be paid after DHL Global completed
their investigation with the destination Postal Administration.
8. Insurance, where applicable, does not show on the postal amount. This should reduce the unnecessary custom inconveniences.
9. Postal Services' investigation is final.
10. Please read item description carefully. Please don't bid unless you agree to all the terms and conditions.
11. Please make payment within 3 days, after the auction closes. Afterwards, goods availability cannot be guaranteed.
12. We will reciprocate feedbacks, after customer has received the goods & updated the feedback forum to us.
13. We reserve the right to cancel a bid, if the bidder only has negative feedbacks.
14. Serious bidders only. Negative feedback to irresponsible bidders.
15. We do not provide local pickup or COD.
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