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Delivery & Return Policy
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Local Shipping (Singapore)
All orders within Singapore will be sent via Singapore Post or DPEX Courir Service. Orders are usually processed and shipped within 3 days for in-stock items upon order confirmation and receipt of payment. While we make every effort to have all merchandise in stock, there may be times when we are out of stock. You will be notified by e-mail of any delays.
~ Islandwide Speedpost Service
Our islandwide speedpost service is available at a flat rate of US$8.00 up to a maximum of 3kg. There will be a surcharge of US$8.00 imposed by Singapore Post for delivery to restricted zones. For more details on restricted zones, kindly refer to Restricted Zones
There is no delivery to:
- Other offshore islands
- Changi Airport Transit Lounges
- Military camp sites
- Paya Lebar Airport Communication Centre
We will arrange a suitable date and time for the delivery after payment has been received and an email notification will be sent to confirm delivery.
International Shipping & Delivery
Additional charges will be incurred for all international orders to cover shipping, handling and insurance. We charge you the shipping, handling and insurance charges (if any upon request) that SingPost or DPEX charge us. We do not add additional shipping charges to your orders. We are not responsible for customs confiscation, customs fees or customs taxes. The shipment manifest will state "fashion apparels". Charges and estimated delivery time will be emailed along with our order confirmation upon order placement.
Please click here for a table of charges for reference.
Upon confirmation of payment, your ordered item(s) will be sent out within 3 working days *subject to availability of stocks*. In order to ensure you receive your order on time, product will be shipped either from Singapore, or where product is located depending on your location and stock availability. In the case of unavailability of item ordered, we will inform you for a replacement or refund. If you have requested replacements of a higher value, we will charge you the difference due accordingly. If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order via Paypal.
Customs and Taxes Information
You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance will be borne by you as we do not have control over these charges and cannot provide an estimation of the quantum as Customs policies vary widely from country to country. You should contact your local customs office for further information if it deems necessary. Additionally, you are considered the importer of items ordered and must comply with all laws and regulations of the country in which you are receiving the products. We are not responsible nor will we issue credit for items seized by the customs of any country of which is beyond our control.
| Due to the current political climate, additional security checks are taking place in many countries. This may result in a small delay to the delivery of orders to certain countries. |
Liability
~ Faulty Goods
We conduct a thorough check of our outgoing merchandise before despatching them. If you believe the goods we have supplied to you are faulty for any reason, you should return the item to us together with our return form explaining what you believe is the problem. When we receive the item, we will investigate the fault and contact you to agree to the most appropriate resolution.
~ Defective items can only be replaced with another of the same size and colour subject to in-stock availability. If we're unable to supply the requested size, customers may choose to have other item(s) (model/colour) of equal or lower value in exchange. The difference in value shall be refunded accordingly.
~ All returns must be in the original packaging with price tags included. Defective item or item of the wrong sizing cannot be accepted for a return and/or exchange if there are signs for us to believe that it has been worn or washed. In such case, no replacement or refund will be offered. Therefore, please ensure that item is brand new with tags when returning it. Non-defective items may not be returned and exchanged for any reasons.
~ Please note that briefs/thongs/swimwear etc. returns cannot be accepted for hygiene reasons.
Returns Period
We need the return of the merchandise within 7 days upon receipt at customer's end.
Return Instructions
Send your return via an insured, traceable method. When sending your return parcel, please ensure that all shipping/mailing costs are prepaid by you. Any customs charges and duties, or other taxes related to any returned item(s), are your responsibility.
~ Gift box charges will not be refunded in the case of a return. Replacement items requested will not be gift boxed, so you may wish retain any gift box received with the original order.
~ Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be borne by you.
Unfortunately SecretEmbraze will not accept responsibility for the loss of packages or products sent back to us by a Customer that have been mislabelled or lost.
All decisions related to returns and exchanges are at the discretion of SecretEmbraze.
SecretEmbraze will NOT be held responsible for any loss, delay or non-delivery of items due to circumstances beyond our control. Deliveries are made subject to the carrier's terms and conditions of service, which are out of our control.
Returns & Refunds Information
~ Wrong sizing
To take the uncertainty of getting the sizes right, secretembraze.com operates an easy (no quibble) return and replacement service to take care of sizing problems – a simple return form is attached with every Invoice sent in the shipment. If we do not have stock for the size needed, customers may choose to have other item(s) (model/colour) of equal or lower value in exchange. The difference in value will be refunded accordingly. |
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