Support – Shipping & Delivery | International Purchases


F.A.Q. : Shipping & Delivery | International Purchases

What if I’ve submitted incorrect information in placing an order?
How are international orders dispatched?
What is a Singpost Standard Regular (Air) Mail service?
What is an International Registered Mail service?
How long will my purchase take to reach me?
What can I do if I have not received my purchase which was dispatched via International Registered Mail?
Do I have to pay duties or taxes on my (international) purchase?
What happens if no one is present at the delivery address to receive my purchase?
What happens if I forget to collect my purchase from the post office?
What happens if I can’t locate the delivery advice memo?



Q : What if I’ve submitted incorrect information in placing an order?

A : In the event that incorrect information (especially name, email, mailing address, etc) has been submitted, please inform us immediately via our Contact page. We will do our best to rectify the situation and keep you posted.

We also strongly advise amending your details via the My Account page so that all information in our records are correct.

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Q : How are international orders dispatched?

A : Upon verification of all details entered in the online order form and with PayPal, purchases with destinations outside Singapore will be dispatched via International Registered Mail using Singpost’s Standard Regular (Air) Mail service.

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Q : What is a Singpost Standard Regular (Air) Mail service?

A : A Standard Regular (Air) Mail service is a door-to-door, air-flown postal delivery service. Depending on the destination, your order will typically takes 5 to 10 working days to arrive. Singpost refers to “Singapore Post Limited”. It is a leading provider of mail, logistics and retail solutions in Singapore.

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Q : What is an International Registered Mail service?

A : An International Registered Mail service is an add-on feature to the Standard Regular (Air) Mail. A unique identification code is assigned to your package. The code is recorded in a regional/global postal register to enable its location to be tracked at any point throughout the shipping (mailing) process. This add-on feature means that your purchase gets delivered to your door, and a record of proof of delivery is filed.

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Q : How long will my purchase take to reach me?

A : The estimated time taken for shipping (delivery) to various destination countries/cities are as follow.

PLEASE NOTE that for some countries, the estimated time presented below may exclude the variable time (usually an additional 2 to 4 days) taken for your purchase to clear the local customs and to reach your local post office before you will be informed of its arrival.

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Q : What can I do if I have not received my purchase which was dispatched via International Registered Mail?

A : As all orders shipped via International Registered Mail have a unique identification code recorded in a regional/global postal register, they can be easily tracked.

Unless there is an error in the delivery address, it is extremely rare for purchases shipped by International Registered Mail to go missing. Please allow 5 to 12 working days for shipping. Should you not receive your purchase or any delivery advice memo after 16 working days, please Contact us for assistance.

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Q : Do I have to pay duties or taxes on my (international) purchase?

A : The International Registered Mail service we provide is a door-to-door one. This means it is unlikely that any duties and taxes will be incurred. Very few locations levy duties and taxes. Any such charges would be similar to those added to retail purchases in your region of residence and will be communicated to you through your postal provider.

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Q : What happens if no one is present at the delivery address to receive my purchase?

A : A memo comprising delivery advice will be slipped underneath the door. You may collect the package (registered article) from the designated/nearest post office with the memo and the required identification documents, redirect it to another post office, or reschedule for another delivery to your address.

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Q : What happens if I forget to collect my purchase from the post office?

A : If you do not claim your purchase (registered article) within 10 days, your local post office might make an attempt to contact you or dispose of it, in adherence with their usual practice.

Should your purchase (registered article) go missing, please contact us and we will do our best to trace its whereabouts. However, should we establish that it was sent to your address and became untraceable because it was unclaimed for an extended period of time, we seek your understanding that we are unable to re-send a replacement to you at our cost.

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Q : What happens if I can’t locate the delivery advice memo?

A : With every delivery attempt made for an International Registered Mail article, a memo is issued by the post office for the recipient (you, our customer) to acknowledge receipt of the registered article (your purchase).

In cases where delivery is unsuccessful, a delivery advice memo will be issued and slipped underneath the door. You can use it to collect the article from the post office along with your identification document(s). Should this delivery advice be misplaced/missing, please Contact us immediately. We can issue a unique Registered Article Number for you to identify and collect your purchase from the designated post office using your identification documents and our email receipt.

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