FAQs
Q: What payment methods do you accept?
A: We accept MasterCard, Visa, Amex via PayPal, and POSB/DBS/UOB transfers via internet banking/ATM transfers.
Q: What is a 'backorder'?
A: When a popular item goes out of stock, we may manufacture additional quantity. The new batch will arrive at a later date. We require payment to be in before we reserve a slot for you.
Q: What happens when I join the waiting list?
A: You will be notified via e-mail when the item has been restocked or if a backorder has been opened for it.
Q: Can I reserve items?
A: We strictly do not do reservations of orders. If your order has been cancelled because of non-payment, do place an order when you are able to pay within stipulated time frame.
Q: Can I cancel or amend my order?
A: All sales are final, we strictly do not allow cancellations or amendments once payment is received.
Q: Why must I submit a snapshot for ATM payment?
A: Nothing else is indicated in our banking statements except for date and amount for ATM transfers. There is no way to verify payment due to multiple transfers. In cases where the ATM machine does not issue a receipt, please do not proceed with payment.
Q: I didn’t manage to submit payment within stipulated time frame, and the order has been canceled.
A: You can re-order the item and submit your payment details. If the item is no longer available, the payment will be kept as store credit. Contact order@lacepipe.sg with your payment details.
Q: Can I do a meet up/ self collection?
A: We strictly do not do meet ups/ self collection except for mass meet ups which may be conducted during festive seasons when parcels may be delayed. Timing, dates and venue will be advised if so.
Q: What are the postage costs based on?
A: Postage cost is calculated based on the weight table under SingPost pricing. Registered fee is a flat rate of S$2.24 on top of normal postage cost.
Q: What are the differences between local postage options?
A: All delivery are done via SingPost. Normal mail is non traceable and Lacepipe cannot be held responsible for damaged/ lost packages. Registered mail insures your package and comes with a tracking number.
Q: Can I combine my orders to save on postage?
A: No, paid orders will be processed quickly after verification and manual changes to orders in the system will be disruptive and confusing.
Q: Why do you not offer Smartpac as a postage option?
A: From experience, Smartpac does not deliver by next working day as promised and often reach our customers later than normal or registered packages. It is not traceable nor insured as well. Hence, we feel that it is a redundant option.
Q: Do you do international shipping, what is the postage cost for international shipping?
A: Yes, we ship internationally. Postage cost will be calculated automatically based on weight and country zone when you checkout. The postage cost quoted is inclusive of a registered fee which insures your package and comes with a tracking number.
Q: The clothes do not fit, can I do an exchange?
A: We are unable to proceed with an exchange if items do not fit. Do refer to our measurements in the product details and fit guide before placing an order.
Q: There is a faulty item with the order I have received, how do I send it back?
A: Do contact us at contact@lacepipe.sg with a clear photo of the defect with description. We will get back to you with further instructions. If there is no more stock for exchange, we will proceed with a refund. Postage will be reimbursed.
Q: I have received an incorrect item in my order, how do I send it back?
A: Email us at contact@lacepipe.sg and let us know the details of the incorrect item. We will get back to you with further instructions. Postage will be reimbursed.
Q: I have returned my order, how long will it take to get an exchange/ refund?
A: Please allow up to 2 weeks for us to receive the return item, we will send an exchange/ credit the refund within 3 working days upon receiving the return package.
