1707948000 and 1708550638

Shipping, payments and other FAQs

SHIPPING 

Package Protection (Free)

We offer free package protection for all orders placed on 14 Feb 2023 and beyond. 

What it covers: 

  • If your package is lost — including scenarios where it is lost in transit, or when it is marked as delivered but never arrived — we will send a replacement free of charge. 
  • If your package is stolen — when your package is marked as delivered but cannot be found — we will send a replacement free of charge. 
  • If your items arrive damaged — we will send a replacement free of charge. 
  • Issues need to be raised within the Reasonable Time Window for us to assist with them (details below)!

What it doesn't cover: 

  • If your shipping address was incomplete, incorrect, or invalid — e.g. missing critical information such as apartment number, having a recipient's name that doesn't match the name on the door, having the wrong postal or zip code, having the wrong street name or building number, etc. 
  • If your shipping address is inaccessible to the postal service or delivery person. 
  • If your package is marked "returned to sender" by the postal or delivery service. An exception to this applies: if you could help verify that the original shipping address provided was correct, complete, and valid, and if evidence suggests that the postal or delivery service made a mistake in returning the package. 
  • If you reach out to us to raise an issue after the Reasonable Time Window, as outlined below. 

How to make a claim: 

  • Reply to the last order confirmation or update email you received from us, with the details of the issue you're facing. 
    • If your items arrived damaged, please send us photos of the damage. 
  • If you can't find any order confirmation or order update email from us, send us an email through the contact form, and provide these details: 
    • Your order number 
    • Your email address 
    • The details of the issue you're facing 
  • Do note that you will need to make a claim within these Reasonable Time Windows
    • For packages marked "Delivered" but were never received: Within 7 days from the "Delivered" date
    • For packages lost in transit: Within 45 days from the last tracking update
    • For packages that were stolen: Within 7 days from the "Delivered" date
    • For packages with items that arrived damaged: Within 14 days from the "Delivered" date
  • In certain scenarios (e.g. when a package was marked "Delivered" but never arrived), we may ask you to reach out to the postal service for assistance first, because it's often the fastest way to resolve issues.

  

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 1 business day 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.