About

FAQ

• Where is the store based?

  Singapore, Singapore

• Do you accept orders placed outside of the US?

  We sure do!

• Will my order be affected by the COVID-19 pandemic?

  Due to COVID-19, please expect some delays in shipping and delivering your order. The Singapore government has implemented measures in an effort to combat the spread of the virus, including minimising the number of flights entering and leaving the country. Due to the flight restrictions, we may not be able to send packages to certain countries, and international packages may face delays in reaching their destinations.

  
  Digital commissions are not affected by COVID-19; commissions will be completed on time and emailed to clients by the arranged deadlines. For digital commission enquiries, please submit a request at the Contact page.

  
  For more information
  All packages are shipped using Singapore Post. To find out more about mail service disruptions in your country, please refer to Singapore Post's advisory on international services here.
  

  
  For further information about mail service disruptions during the COVID-19 outbreak, please consult your local postal services.

  
  Last updated: 9 March, 2023

• What is the difference between "International Normal Mail" and "International Registered Mail"?

  International Normal Mail
  All packages mailed using the "International Normal Mail" method will not come with tracking information. Customers will be notified through Storenvy once their packages have been sent out.

  
  Packages sent using this mailing option may take up to 8 weeks to arrive, depending on the overseas postal administrations in their destination countries.
  
  International Registered Mail
  If you would like to receive tracking information regarding your package, we recommend selecting the "International Registered Mail" option at the checkout. This method of mailing is a Sign-For service that requires a signature on delivery in most destinations and allows you to track updates to your package's status as it leaves the facility. While the service does not provide detailed online tracking capability, customers from select countries would still be able to track their item's status as it leaves the shipping facility in Singapore to its destination country.
  

  
  Please note that it is not mandatory for registered items to be scanned at every stage of the delivery process be it for local or overseas delivery. Delivery updates provided may differ from post to post. A scan event will be shown if and when they are provided by the overseas postal administrations. Please visit Singpost's website for more information.

• I ordered my package a few days ago, why has it not shipped yet?

  Thank you for your patience! We're working to send your order out as soon as possible!

  
  Most orders take between 2-3 working days to ship, but some may take up to a week or more, depending on stock availability. Please also allow for some delays in shipping due to the COVID-19 outbreak.

  
  If you have pre-ordered an item, your order will be shipped once the products have arrived from our supplier :)

  
  In the meantime, feel free to submit a request using the "Contact Us" form on my storefront at samarasketch.storenvy.com if you have any issues with your order! :)

• How long will it take to receive my order?

  Once shipped, most international shipping delivery times take between 2 to 6 weeks to arrive, depending on the efficiency of your local postal service.

• It's been a while, but I haven't received my package :(

  Some packages may take a longer time to arrive, depending on the efficiency of your local postal service.

  
  But if your package does not arrive after 6 weeks since it was shipped, please submit a request using the "Contact Us" form on my storefront at samarasketch.storenvy.com.

  Please allow 2-4 days for processing requests. We will do our best to get your order to you :)

• Can I make changes to my order?

  As long as your order has not been shipped, you are welcome to submit a request using the "Contact Us" form on my storefront at samarasketch.storenvy.com. Requests will be reviewed on a case-by-case basis.

  
  You may be asked to make additional payment through Storenvy or PayPal for additional items you would like to add to your order. Refunds may also be disbursed through PayPal for cancelled items.

  
  Orders which have been shipped are final and cannot be changed or cancelled. However, if there's an issue with your order or you're not 100% satisfied, you can return or exchange your items once you have received your package. Please refer to our store's return and exchange policy for more information.

• Why do some of the products look slightly different from the photos on the website?

  Please bear in mind that the photos of our products may differ slightly depending on the photoshoot lighting or your monitor display.

  
  We have made every effort to display, as accurately as possible, the colours of our products that appear on our website. However, as the actual colours you see will depend on your monitor, we cannot guarantee the accuracy of your monitor’s display.

  
  As each product is hand-assembled/made, please also expect some slight differences in the position of the pattern or design from the photos and the actual products.

• What is Storenvy?

  This store is created with Storenvy, an online store builder and marketplace for inspired brands. As a shopper, you can discover and buy items from multiple stores from all over the world and check out in one step at or open your own store for free.

• How do I pay for my order? Is it secure?

  The Storenvy checkout process is powered by both Stripe and PayPal, two of the most trusted online payment solutions on the web. Because of this, Storenvy has all the same securities and payment fraud protection as these leading payment processors. We accept Visa, Mastercard, Discover, American Express and Diners Club. If paying with PayPal, you may also make payments using your bank account, but this may delay your order.

• What if something is wrong with my order?

  If you have a problem with an order from this store, please contact the store directly, either through the Contact page or through your Storenvy account settings page.