FAQ

General Enquiries

Q: How do I contact you?

A: You can contact us using the mail form on the Contact Us page, send us an email, Facebook Message or by phone at +65 9026 4444 (Monday – Saturday 11am-7pm GMT+8).


Q: Do you have a store I can visit in Singapore?

A: Yes, we have a physical retail store. Please check our Contact Us Page for more details.


Q: Do you provide wholesale services?

A: Yes, we provide wholesale services. Please contact us using the mail form on the Contact Us page or send us an email for further enquiries.


General Item Enquiries

Q: Why is this preorder item marked as "Preorders Closed"?

A: Preorder items are marked as "Preorders Closed" when new orders cannot be accepted anymore. Unfortunately, we are unable to accept orders in excess of the quantity our store expects to receive. Once all available preorder slots are filled, we will not be able to accept new orders for an item. We do not know if or when such items may become available again.


Q: I want an item that I don't see on your website. Can you get it for me?

A: Please contact us and include details such as the name, manufacturer, quantity and image if possible. We will check with our suppliers to see if we can procure the item.


Q: Will/When will you offer newly announced items for preorder/sale?

A: Unfortunately, we are unable to say if or when we will offer an item for sure until they are up on our website. We follow the official announcements made to stores by the manufacturer and add information of new/upcoming items to our website as soon as we are able to. Please check our website from time to time for any updates on new items available for purchase.


Q: Can I sell my pre-owned items to you?

A: Unfortunately, we do not buy or take in pre-owned items.


Q: Are your items bootleg or fake?

A: Please be assured that all our merchandise listed and sold are official licensed merchandise.


Order Questions

Q: I am living Overseas, how do I make an order?

A: You can contact us with your order and we will advise you on the payment method accordingly. Please refer to https://www.singpost.com/postage-rate for the estimated pricing of postage.


Q: Can I combine/split my orders?

A: New orders will be combined with existing orders through our back system. Splitting of existing orders is also available. Please contact us with the relevant Order ID Number and clear instructions on how you would like it to be split.


Please be advised that combined shipment is only possible for the types of items listed below:

(A) In-stock items + In-stock items

(B) In-stock items + Preorder items scheduled to be released the current month

(C) Preorder items scheduled to be released the same month


We cannot combine together items scheduled to be released in different months. Please understand that some items may not be combined even though they meet the above guidelines due to size/weight restrictions, etc. Please also understand that if an item’s release is delayed, we will automatically split delayed items from the original order.


Q: Can you re-combine the delayed item with my original order and ship them together?

A: Unfortunately, items that have been delayed to a different month may no longer be eligible to be shipped with their original order.


Q: Can you cancel my order/part of my order?

A: We generally do not accept cancellations. However, please notify us as soon as possible if you are absolutely in need of a cancellation. Depending on the items/orders/your purchase status we might be able to assist.


Q: Why am I not receiving any notification emails?

We send our notification emails to the email address registered in your account. You may be not receiving our emails due to (1) our email being detected as a spam or (2) your email provider blocking our email domain. If you are unsure whether your order was accepted, please contact us.


Q: An item I ordered is now listed as "Unavailable"/"Preorders Closed"/"Orders Closed". Is my order valid?

A: The status of an item will be changed to "Unavailable", "Preorders Closed" or "Orders Closed" as it becomes unavailable for new orders to be placed. If you have placed your order when the item was available for purchase and have received our order acknowledgment email, your order is valid.


Q: The product page for an item I ordered is now gone. Is my order cancelled?

A: Your order is valid if the item is still listed in your order. We will sometimes remove the product page of items for which we can no longer accept new orders, such as initial releases of items with a re-release available.


Q: Can I give my order to another person?

A: Orders may not be transferred to another person.


Q: Why was my order cancelled?

A: (A) The product's release itself has been cancelled, or we experienced a sudden supply shortage due to problems on the manufacturer's or distributor's side.

In such cases, customers will be notified. We sincerely apologise and ask for a kind understanding on the matter.

(B)  We asked you to do something to finalise your order but didn't get any reply.


Q: The product I ordered is already released at other stores, why haven't you received it yet?

A: Due to manufacturer allocation policy, our stocks may arrive later compared to other shops. We sincerely seek your kind understanding in this matter.


Payment Questions

Q: Why do I have to pay deposit?

A: We require customers to make a non-refundable deposit for all preorders to secure the order. Please note that the order is secure only after the deposit has been made and confirmed.


Q: I am a member. How can I get member price for the items?

A: Please contact us with your order and include your NRIC or Membership number for verification purposes.


Q: What if I don’t have a Bank Account or Credit Card? Can I pay using Bank Transfer?

A: Please contact us your order and we will provide you with our bank details for you to make the payment.


Q: What payment methods are available?

A: We accept payments by Visa, Master, for credit card payment.


Q: When do you charge my order’s remaining balance?

A: We generally invoice our customers after all items in an order are available at our warehouse and the total shipping fee is calculated. As we can only invoice orders when all items are in-stock, orders containing preorder items will have to wait until they are all released and available at our warehouse. When all items are ready for shipment the shipping fee will be calculated and the order will be invoiced. A "Payment Request" email (invoice) containing a payment link will be sent by us to the email address registered on the customer’s account.


Q: Can you extend my payment deadline?

A: We kindly ask that all customers pay for their order within the stated payment period. If you require extension of your payment deadline, please inform us.


Q: How do you handle and protect my credit card information?

A: All credit card transactions are handled by a reliable third-party credit card payment agency.


Shipping Questions

Q: Do you ship to my country?

A: We ship worldwide. Please note however that some items may not be eligible for international shipment due to mailing restrictions set forth by SingPost.


Q: What shipping methods do you offer?

A: We offer shipment by Singpost (Ordinary Mail, Registered Article and Speedpost) and local courier for domestic delivery. Unfortunately, we are currently unable to offer any other shipping options.


Q: What is the shipping cost for this item?

A: For domestic delivery, the shipping fee is a flat rate of $10.

For international delivery, we can provide shipping estimates for in-stock items, please contact us with the Item Name. Unfortunately, we are unable to provide estimates for preorder items, as their final weight and size are still undetermined.

The customer will be notified of the final shipping fees when an order is invoiced.


Q: I wrote my shipping address incorrectly! What can I do?

A: If your order has not yet been paid for or shipped, please send us your order details and updated address. The address of orders that have been shipped or are in the process of being shipped cannot be modified. If a package is returned to us due to an incorrect shipping address, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.


Q: I selected Ordinary Mail/Registered Article for my order. Why was it changed to Speedpost?

A: Ordinary Mail/Registered Article shipments are restricted to 2 kg in weight. The shipping method will be changed to Speedpost if your order exceeds the limit.


Q: Can you mark my package as "Gift" and/or write a lower value?

A: While we sympathise with customers who are required to pay customs taxes on shipments, it is against Singapore law for us to mark items as "Gift" or write lower values for items and we are therefore unable to comply with any requests to do so.


Q: Do you offer gift wrapping/message card services?

A: Unfortunately, at the moment we do not offer gift wrapping or message cards.


Q: Why was I asked to pay extra to receive my package?

A: Some countries may require customers to pay import fees in order to receive their packages. These fees are paid to your local government and our store unfortunately has no control over them. Please consider any import fees you may be obligated to pay before placing an order at our store.


Q: My package was returned back to you. What can I do?

A: Packages may be returned because they remained unclaimed, the wrong address was specified, etc. We will contact customers whose packages have been returned to our warehouse to arrange reshipment. In case a reshipment fee is required, we will require that the customer pay for it. Postage fees for initial delivery are non-refundable.


Q: My order is taking an extremely long time to arrive. What can I do?

A: If you feel your order is taking too long to reach you, please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.

Registered shipments cannot be delivered until a signature is obtained from the recipient. Unregistered shipments, however, can be left outside.


Q: My package looks like it's been damaged. What should I do?

A: For domestic orders: If you think something may be wrong with your package, please take pictures before opening. If the item inside was broken, please inform us immediately. We will do our best to resolve any problems that may arise.

For international orders: If you think something may be wrong with your package: (1) Take pictures before opening, and (2) Open it with a post office representative present, if possible. If the item inside was broken, please file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with Singpost. Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment.


Q: The image on your website is different than the item I received!

A: Because we often list our merchandise before the final products are released, most photos shown on our website are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. These are not considered manufacturer's defects. Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects.


Q: An item/part of an item in my order arrived missing/broken!

A: Please contact us as soon as possible and include (1) a detailed explanation of the problem, (2) a clear, close-up photo of the defective part and (3) a clear photo of the defective part together with the paper invoice/shipping label.

We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim. We cannot provide resolution to any claims if the photo received does not include the shipping label or the paper invoice.

Please note that we are unable to accept responsibility for damage limited to a product's outer packaging.


Q: I accidentally broke my item. Can you help me get replacement parts?

A: We are unfortunately unable to provide service for items damaged by customers, nor can we act as a middle-man between customers and manufacturers for replacement parts.