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Shipping, payments and other FAQs

SHIPPING 

Package Protection (Free)

We've partnered with Route to provide Package Protection for all orders placed on 14 Feb 2023 and beyond. 

If your package is lost, damaged on arrival, or stolen after it is marked as delivered, you will get a free replacement for your item(s) after a claim is submitted. This does not cover packages that fail to deliver due to incorrect or incomplete shipping addresses. For full policy details, please visit this page.

To submit a claim, go to Route's Claims Page with these information: 

  1. The email address you used to place the order, and 
  2. Your order number (e.g. SGBDNXXXXX)

If you're having trouble finding the right email address or your order number, please drop us an email at hello@heckinunicorn.com and we'll be more than happy to help you with it! 

 

How long will an order take to reach me? 

The actual amount of time varies depending on a few factors.

Prep time

We usually take a few business days to pack and send out orders. We’ll notify you via email when your order is shipped out. 

If your order hasn't been shipped out a few days after it's placed, it's likely that some items in your order are temporarily out of stock. Please drop us an email with your order number and we'll help look into it. 

Delivery time

Mail can get delayed for any number of reasons, but once the packages are sent out, these are the typical delivery times:

  • Singapore
    • NinjaVan: between 1-2 weeks. 
  • Other countries
    • Asendia: between 2-4 weeks 

Note that delivery times get significantly longer during these peak periods: 

  • Pride season: from late April to June 
  • End of year season: from October to December 

     

    I haven’t received my order yet. What should I do? 

    Drop us an email with your order number, or reply to the latest notification email you received from us.

    We’ll help to find the latest tracking details on your package, and if a package is lost, we’ll send you a replacement.

    However, we will need to collect a redelivery fee if the package failed to deliver due to a wrong or incomplete shipping address (e.g. missing apartment number, wrong street name, wrong postal code, etc.).

     

    My purchase arrived damaged. What should I do?

    We’re so sorry about that! Please drop us an email with your order number, or reply to the latest notification email you received from us. Include a photo of the damaged product, and we’ll send another brand new one to you, free of charge. 

    RETURNS & EXCHANGES

    What is the returns policy at your store?

    If your order arrived damaged, please drop us an email with your order number, or reply to the latest notification email you received from us. Include a photo of the damaged product, and we’ll send another brand new one to you, free of charge.

    We don't accept returns of orders for any other reason. 

     

    What is the exchange policy at your store?

    If your order arrived damaged, please drop us an email with your order number, or reply to the latest notification email you received from us. Include a photo of the damaged product, and we’ll send another brand new one to you, free of charge.

    Unfortunately, we don't accept exchanges for items. 

    PAYMENTS

    What payment methods do you accept?

    We accept a wide number of payment methods:

    • Visa
    • Mastercard
    • American Express
    • Apple Pay
    • Google Pay
    • PayPal Express Checkout
    • [Singapore only] PayLah or PayNow
    • [Singapore only] Bank transfer or ATM deposit

     

    [Singapore only] Can I pay using bank transfer, ATM deposit, PayLah!, or PayNow?

    Yes you can! 

    To make payment using any of the above options, you need to:

    1. Add your items to the cart.
    2. Next, follow the normal checkout flow and fill in your contact information and shipping preferences. 
    3. On the Payment page (the last step of the checkout flow), you'll be able to select the payment options above. 
    4. Click "Complete order" on the Payment page, and you'll see further instructions on how to make payment. 

    Your order confirmation email will also contain the detailed payment instructions.

    Do note that you’ll need to make payment within 48 hours after placing the order, or the order will be cancelled. We’ll typically send a reminder email if we don’t receive the payment. We also fulfil orders that are fully paid first, so we can’t guarantee the availability of items in unpaid orders! 

    OTHER FAQS

    Will your packages mention anything related to LGBTQ+?

    Not at all.

    Your discretion is important to us, so packages we send out come in boring, plain-looking envelopes that make no reference to the queerness of the contents inside.

    Have any other questions? Drop us a message.