Refund policy

Exchanges & Returns

My policy lasts for 30 days starting from your order’s shipping date. If 30 days have gone by, unfortunately I can’t offer you a refund or exchange.

 

I only replace/exchange items if they are defective or damaged.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. I also require a receipt or proof of purchase. For damaged items claims, I also need a photo as proof of damage.

Please do not send your purchase back to the manufacturer.

Several types of goods are exempt from being returned, including:
- Downloadable software products
- Gift cards
- Hard copy (Paper) Cross Stitch Patterns
- Newspapers / Magazines

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Situations where only partial refunds are granted: (if applicable)

- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable)

If you haven’t received a refund yet, follow these steps:
1. First check your bank account.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact me. 

    Sale items (if applicable)

    Items purchased during a sale cannot be refunded.

    Gifts

    If the item was marked as a gift when purchased (by someone else other than you) and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Return Shipping

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

    Eligible refunds will be on the total retail price of your order minus the cost of shipping OR a maximum of 150SGD, whichever is lower, will be offered.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    To return your product, you should mail your product to:

    Ms Loraine Lok
    My Mail Box 884059
    Singapore 919191
     

    Lost Mails

    1. Orders mailed via tracked shipping

    If your mail is still in transit based on Singpost tracking after 18 business days from the date of your shipping notification, email me. I will raised an official inquiry with Singpost. They will reach out to the destination's postal administration.

    Under the 'Universal Postal Regulations', it allows a country up to 2 months to reply to any inquiry. I will keep you updated as I get any progress updates/response from Singpost. If you like to know more or raise the inquiry personally, please do so here: https://www.singpost.com/item-enquiry

    In this case, the refund policy will remain effective until the parcel is officially declared lost and the full amount will be refunded back to you.

    2. Orders mailed via standard shipping

    If you did not opt for registered shipping, there is nothing much I can do to help you find/trace your order without a tracking number in event of delay during transit. If you did not received your order after 60 business days from the date of shipping, contact me.

    In this case, a refund on the total retail price of your order minus the cost of shipping OR a maximum of 150SGD, whichever is lower, will be offered.