delivery and returns
DELIVERY POLICY
COVID-19 update:
Local Orders: We continue to ship all local orders to Singapore addresses without delay.
International Orders: Please note that due to the COVID-19 situation, there may be significant delays for all international shipments out of Singapore.
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Once you've placed an order, you will receive a confirmation email. All orders are sent from Singapore and are packed and dispatched within 1 - 2 business days of credit approval. All purchases made on weekends and public holidays will be processed the following business day.
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Do ensure that all delivery information is accurate before placing your order. In the event that an address had been wrongly entered, contact us at hello@heartbyastrid.com with your full name, order number and correct address. Please note that we will only we able to make changes to orders that have not yet been dispatched (order status can be checked by logging into your Account page under the "My Order" tab).
Re-shipment costs will be borne by the customer should an order be returned to us due to incomplete or incorrect addresses.
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You are responsible for filing any claims with carriers for orders that have been damaged or lost. You are also responsible for tracking your order and ensuring that collection from your local post office is made should a failed attempted delivery occur.
LOCAL ORDERS
Rates
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FREE for Standard Delivery with tracking (3 - 5 business days)
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S$5.00 for Express Delivery with tracking (1 - 2 business days)
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S$10.00 for Priority Delivery with tracking (same day**)
**Please place your order before 11am (GMT+08:00) to receive your orders on the same day
Delivery Time
Estimated delivery time is from date shipped, not necessarily the date of the order.
Deliveries are typically made between 9am - 10pm (GMT+08:00) from Monday through Saturday, excluding Public Holidays.
Tracking Your Order
After your order has been handed over to our delivery partners, you will receive an email with a tracking number to keep track of your parcel.
INTERNATIONAL ORDERS
Rates
We ship worldwide and offer both Standard and Express Delivery options. Final shipping costs are calculated at checkout.
Express Delivery is offered to most territories. Should you require Express Delivery and the option is not available to your region on check out, kindly drop us a note via email or any of our social channels before placing your order and we will work something out! :-)
Complimentary Delivery
Malaysia & Brunei
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FREE for Standard Delivery with tracking on orders above S$60
Countries in Asia & the Pacific (except Australia, Japan & New Zealand)
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FREE for Standard Delivery with tracking on orders above S$90
Australia, Japan, New Zealand & rest of the world​
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FREE for Standard Delivery with tracking on orders above S$120
Delivery Time
Please refer to the check out page for estimated delivery times. Do note that these are estimates and may/ may not be the actual delivery standard experienced. The estimated delivery time provided is from date shipped, not necessarily the date the order was placed.
Standard Delivery - Singpost Airmail (Ordinary Mail)
All International orders (except to Malaysia) shipped under Standard Delivery are fulfilled by Singapore Post (Singpost). Please refer to Singpost's International Postal Services page for the latest delivery updates. Due to the COVID-19 situation, there may be significant delays for all international shipments out of Singapore.
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Express Delivery
All International orders shipped under Express Delivery should be received within 2 - 4 business days. Due to the COVID-19 situation, there may be significant delays. Please refer to the links below for the latest delivery updates of the respective delivery partner(s) allocated to the country you are shipping to:
Tracking Your Order
After your order has been handed over to our delivery partners, you will receive an email with a tracking number to keep track of your parcel.
Standard Delivery - Singpost Airmail (Ordinary Mail)
All International orders (except to Malaysia) shipped under Standard Delivery are fulfilled by Singapore Post (Singpost) and can be tracked here. As your order approaches the country you are shipping to, it will be handed over to your local postal service provider. You may use the same tracking number to continue to track your order's progress on your local postal service provider's website.
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Orders to Malaysia shipped under Standard Delivery are fulfilled by Qxpress and can be tracked here.
Express Delivery
Kindly refer to the links below to be redirected to the tracking page(s) for your respective order(s):
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Customs, Local Taxes and/ or Import Charges
As the customer, you will be responsible for all customs, local sales taxes and/ or import charges levied to the country you are shipping to. We highly recommend checking with your local post office on the types of fees and its rules and regulations for importing foreign goods prior to placing your order to avoid any confusion.
RETURN & EXCHANGE POLICY
All sales are final. Due to hygiene reasons, there will strictly be no returns, exchanges or refunds on all accessories.
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We are committed to ensuring that all items are packed with care. In the unfortunate scenario you receive a wrong or defective item, we apologize. Please contact us within 7 days of receiving your order at hello@heartbyastrid.com and we will be in touch to offer a suitable resolution.
In your email, kindly furnish us with the following details;
1. Full name
2. Order information – we recommend attaching a screenshot of your order confirmation
3. Image proof of defect(s)
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Should you have any questions, we highly encourage contacting us before placing your order. We're available every day, 10am - 5pm (GMT+08:00) – always happy to help :-)