Shipping & Returns Policy
All our orders are made-to-order and as such manufacturing will usually take 5-15 working days to get it fresh out of the oven.
Our logistics partner uses express shipment companies like DHL, UPS and USPS to get it delivered to your doorstep (unless you are in a town that their network could not cover).
We aim to deliver products with best quality and best service from our side and therefore we simplify our prices on the web to cover shipments and other fees associated with the logistics.
Depending on your country, sometimes customs tax are collected from you even though we paid it upfront. This is known to us as the "double collection" issue and we have no way in changing how this works. From experience, this usually only consist in 5% of all shipments that we have delivered thus far.
Shipping will usually take 5-10 working days with our express shipment but there will be times where we experience some logistics circumstances like backlogs, jam at customs and etc. which will inevitably affect the shipping times that you will experience. If this is the case, we would like to apologize in advance and hope to have your understanding as we work tirelessly to solve all logistics issues.
Return & Refund Policy
In the event that your packaging is damaged when you received it from the courier, please take a photo before unboxing your item. If the item is undamaged then we could all be happy with the process and product but if the item is damaged, we would require the photo to be sent with us together with the return request.
With the photo, we could then show the logistics company as a "proof of damage" and request them to pay us a certain % of the shipment value in view of their insurance policies.
Without that, we will not be able to proof to them that the package is damaged in transit and that would make the case more complicated as our customer happiness team deal with the case together with you.
In any event you want to return the product, you will have up to 14 days of "no questions asked" return policy. The item has to be shipped back to us on your side and once we have the product in sight, we will refund you within a stipuated 14 days within receipt of the return item.
We cannot offer you a return and exchange policy after 14 days from the day of receipt due to various business reasons and we hope for your understanding on that.
Nonetheless, if there is any questions you have for us, please feel free to contact us here and our customer happiness team will be in touch with you for more help and guidance needed.
As our our items are made-to-order, exchange policy generally also means that we have to redo a new item for you.
We are willing to make a new item for you but shipping fees are expensive for items as large as ours. As such, we will liaise with you on the exchange but we would probably need you to help us on shipment.
That said, if the mistake is on our side, we will do a exchange on the item with no questions asked.
Change of Address
If the wrong address is given to us or if you need to change address of your shipment, please contact us here.
If it's within 3-5 working days from check-out, we will be able to change the address with our logistics partner and it all fees will be from our side.
After 5 working days, please still contact us and we will try our best to change the shipment address from our side but fees might apply but we will try our best to waive off all charges possible from our side.