Customer Care

PAYMENT & SHIPPING  |  RETURNS & EXCHANGES  |  ORDER CHANGES & CANCELLATION  | QUESTIONS & FEEDBACK  

 

PAYMENT & SHIPPING


DOMESTIC ORDERS (SINGAPORE)

 

Payment Methods

We accept payment via Paypal. Upon checkout, you will be directed to a Paypal secured website, where you will sign into your Paypal account or proceed to payment as a guest.

We accept Visa, Mastercard and AMEX cards.

 

Postage Methods

All orders are processed and dispatched from the Atelier within 3 working days – Monday through Friday, excluding weekends and public holidays.

SGD8 flat rate courier delivery – 2 to 4 working days*

*on top of 1 to 3 working days of order processing

In the event that the order is returned to us due to incorrect delivery address provided by the customer, or if left unclaimed, the full postage charge of redelivery will have to be borne by the customer. To avoid delays, please ensure that a representative is available at the stipulated delivery address during working hours to receive the package.

 

INTERNATIONAL ORDERS (WORLDWIDE)

 

Payment Methods

We accept payment via Paypal. Upon checkout, you will be directed to a Paypal secured website, where you will sign into your Paypal account or proceed to payment as a guest.

We accept Visa, Mastercard and AMEX cards.

 

Postage Methods

All orders are processed and dispatched from the Atelier within 3 working days – Monday through Friday, excluding weekends and public holidays.

SGD30 flat rate registered postage (Singpost)

For countries in Asia and the Pacific (except Australia, Japan and New Zealand) – 4 to 10 working days*

For countries in the rest of the world, including Australia, Japan, New Zealand, Africa, America, Europe and the Middle East – 6 to 14 working days*

*on top of 1 to 3 working days of order processing

If you require a quicker shipping option* (Speedpost EMS, FedEx, UPS etc.), please contact us at contact@stolenstolen.com before placing your order to notify us for a shipping quotation.

*Additional charges are applicable.

In the event that the order is returned to us due to incorrect delivery address provided by the customer, or if left unclaimed, the full postage charge of redelivery will have to be borne by the customer. To avoid delays, please ensure that a representative is available at the stipulated delivery address during working hours to receive the package.

Please note that any taxes or custom fees charged to the purchase as deemed by your country's legal regulations are to be paid for and held responsible by the customer.

 

RETURNS & EXCHANGES

We allow size and product exchanges for full-priced and sale products – subject to stock availability; strictly no returns or refunds.

Sale purchases are final and strictly considered non-exchangeable goods.

Please contact us at contact@stolenstolen.com to notify us of the exchange before mailing it out. Upon confirmation by us, please send the return in via registered postage only. All postage fees incurred from the exchange will be borne by the customer.

All exchanges must be in original, brand new condition – unworn, unwashed and unaltered – and returned securely packaged with our permission through email within 7 working days (domestic orders) and 20 working days (international orders) from receipt of package by the customer. Returned items that are received in unsatisfactory conditions or lost in the mailing process will be held fully responsible by the customer.

Once we receive the returned product, we will send out the replacement via registered mail with tracking at Singpost for domestic and international orders. If you require a quicker shipping option, do remember to advise us in the email notification that you send.

The cost of the first exchange will be absorbed by us. However, subsequent costs from exchanges will be borne by the customer.

 

ORDER CHANGES & CANCELLATION

We allow order changes only – subject to stock availability; strictly no cancellation. Please contact us at contact@stolenstolen.com to notify us if you wish to edit your order as soon as possible.

All exchanges must be in original, brand new condition – unworn, unwashed and unaltered – and returned securely packaged with our permission through email within 7 working days (domestic orders) and 20 working days (international orders) from receipt of package by the customer. Returned items that are received in unsatisfactory conditions or lost in the mailing process will be held full responsible by the customer.

Once we receive the returned product, we will send out the replacement via registered mail with tracking at Singpost for domestic and international orders. If you require a quicker shipping option, do remember to advise us in the email notification that you send.

The cost of the first exchange will be absorbed by us. However, subsequent costs from exchanges will be borne by the customer.

 

QUESTIONS & FEEDBACK

If you have any other enquiries or feedback, please contact us at contact@stolenstolen.com.