Frequently Asked Questions (FAQs)

[ How do I place an order? ]
You can place an online through our website. Once your order is placed, you will receive a email confirming all of your order details. If you do not receive an order confirmation or should you have any questions, please don’t hesitate to respond to the order confirmation or email us.

[ I just placed my order. When will it ship? ]
Singapore shipping
We will ship the next business day upon order and payment confirmation. All deliveries will be done via NinjaVan (for local deliveries) or our own courier service. Depending on the schedule, please allow 1-3 working days for delivery. Additional processing time may apply during holidays.
International shipping
All international orders will be processed and shipped on every Monday and Thursday via EMS Speedpost or our own forwarding service. Additional processing time may apply during the holidays. We are not responsible for any custom charges or taxes after we have shipped.

[ I just received my order but a product was damaged. ]
We make every effort to package our products so that damage does not occur during transit. However, from time-to-time, this does occur. If any of your products were received damaged, we will be more than happy to replace them. Please contact us directly within 3 days of receiving the merchandise and we will be happy to help.
 
[ Do you ship internationally? ]
Yes. We ship internationally, to almost any address in the world. But we are not responsible if the parcel gets delayed or lost due to customs issues or any supervening factors, which are unfortunately out of our control.
 
[ What is your online return/exchange policy? ]
You may return any product for an exchange within 14 days upon purchase, as long as the item is returned undamaged, unused, unworn in its original packaging. Any returns are shipped on sender's expenses. We do not accept worn, used or damaged item in any state. We do not do any refund policy. 
 
[ How do I contact Customer Service? ]
You can drop us a note via our contact form, message us on Instagram or Facebook, or email us.
 
[ Can I use more than one promotional code? ]
Unfortunately only one promotional code can be used at a time. Promotional codes are only good on new orders and may not be applied to previously placed orders. Promotional codes cannot be used to purchase Gift Cards.

[ Do you have any promotional codes? ]
Promotional codes are periodically sent out to customers who have signed up to receive emails or via our Facebook or Instagram page. Promotional codes are not available via customer service. 
 
[ Can you mark down my commercial invoice? ]
Commercial invoices will reflect the price paid for the merchandise. Prices will not be lowered or changed. The package will not be marked as gift.
 
[ Why should I create an account? ]
Creating an account gives you access to all previous orders and prevents you from having to enter billing and shipping information each time you place an order. In addition, you can keep track of all customer service inquires in one place.
 
[ I forgot to add a product in my order. How do I add this item? ]
Unfortunately once an order has been processed we cannot add additional items to the order. 
 
[ Where is The Straits Establishment located? ]
We are based in Singapore.
 
[ I entered the wrong shipping address, can I change this? ]
Unfortunately, after we start fulfilling, we are unable to make any edits to the shipping address.
If your order has not yet been shipped, please contact us to cancel the order, refund your payment, and help you place a new order with the correct shipping address. Please note that once an order has been started in the fulfillment process we can only request a cancellation, however, cancellation is not guaranteed.
If your order has already shipped, we will attempt to contact the courier to process a reroute; a reroute often leads to a fee from the courier which will be charged to you.
If we are unable to process a reroute or cancel the order, most of the time, orders delivered to the wrong location are returned to our warehouse.The return shipping process may take a while, especially for international orders. Once the order has been returned and processed, you will be notified by email and given the option to pay to have the order reshipped to the correct address or, if you decide you don't want the order reshipped, we can issue a refund for the cost of the products, but cannot refund the shipping fees.