SHIPPING & RETURNS

Effective Date: 25th June 2023

Shipping Methods

We offer the following shipping methods for domestic and international orders:

Standard Shipping: This method typically takes 3 business days for domestic orders and 21-28 business days for international orders.
Express Shipping: This expedited method guarantees delivery within 1 business days for domestic orders and 14-21 business days for international orders.
Free Shipping: We provide free standard shipping on orders exceeding 200 amount within ASEAN.

Please note that delivery times may vary depending on the destination, customs clearance, and other unforeseen circumstances beyond our control.

Order Processing Time

Once an order is placed and payment is confirmed, we aim to process and ship the order within 2 business days. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Charges

Shipping charges are calculated based on the total weight of the order, destination, and selected shipping method. The applicable shipping charges will be displayed at checkout before the order is finalized.

Order Tracking

For all shipped orders, we provide tracking information to allow customers to monitor the progress of their package. Customers will receive an email with tracking details once the order is shipped.

International Shipping

For international orders, please be aware that additional customs duties, taxes, or fees may be applicable upon arrival in the destination country. These charges are the responsibility of the customer and are not included in the product or shipping prices.

It is important for customers to review and comply with their country's customs regulations to avoid any delays or additional charges.

Address Accuracy

Customers are responsible for providing accurate and complete shipping addresses. We cannot be held responsible for any delays or failed deliveries resulting from incorrect or incomplete addresses provided by the customer. Please ensure that all necessary details, including apartment or suite numbers, are included in the address.

Lost or Damaged Packages

In the rare event that a package is lost or damaged during transit, please contact our customer service team immediately. We will work with the shipping carrier to initiate an investigation and resolve the issue to the best of our ability.

Order Modifications or Cancellations

Modifications or cancellations to an order can only be made before the order is shipped. Please contact our customer service team as soon as possible if you need to make any changes. Once an order is shipped, it cannot be modified or canceled.

Eligibility for Returns and Exchanges

We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, we offer returns and exchanges under the following conditions:

The item(s) must be unused, in their original condition, and with all original tags and packaging intact.
The request for a return or exchange must be made within 7 days from the date of delivery.
Personalized or customized items are not eligible for returns or exchanges unless they are defective or damaged.

Returns Process

To initiate a return, please follow these steps:

Contact our customer service team at sales@friendstudio.com.sg and provide your order details and reason for the return.
Upon approval, you will receive a return merchandise authorization (RMA) number and instructions on how to proceed with the return.
Package the item(s) securely in the original packaging or a suitable alternative to prevent damage during transit.
Include the RMA number on the return package and ship it back to us using a trackable shipping method. The cost of return shipping is the responsibility of the customer.
Once we receive and inspect the returned item(s), we will process the refund using the original payment method. Please allow 2 business days for the refund to be reflected in your account.

Exchange Process

To request an exchange, please follow these steps:

Contact our customer service team at sales@friendstudio.com.sg and provide your order details, the item(s) you wish to exchange, and the reason for the exchange.
Upon approval, you will receive an exchange merchandise authorization (EMA) number and instructions on how to proceed with the exchange.
Package the item(s) securely in the original packaging or a suitable alternative to prevent damage during transit.
Include the EMA number on the exchange package and ship it back to us using a trackable shipping method. The cost of return shipping is the responsibility of the customer.
Once we receive and inspect the returned item(s), we will process the exchange and ship the replacement item(s) to you. Any price differences between the exchanged items may be adjusted accordingly.

Non-Returnable and Non-Exchangeable Items

The following items are non-returnable and non-exchangeable:

Personalized or customized items, unless they are defective or damaged.
Items marked as final sale or clearance.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately. We will provide further instructions on how to proceed and resolve the issue as quickly as possible.

Refunds

Refunds will be processed using the original payment method. Please note that the refund amount may exclude any shipping charges, duties, or taxes paid at the time of purchase.

Contact Information

If you have any questions or concerns regarding our shipping policy, please contact our customer service team at sales@friendstudio.com.sg.

We reserve the right to modify or update these policies at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website.

By placing an order with us, you agree to comply with our shipping, return and exchange policy. Thank you for gifting your love ones with us.