FREE LOCAL DELIVERY FOR ALL ORDERS ABOVE SGD100!

FAQs

 Do I have to set up an account to shop at your site?

No, you don't have to. You can simply enter your shipping and billing details as a guest, but you will still have to supply us with an email address for us to send you an order receipt confirmation email and notification of order out process from our end.

For more information regarding shopping with or without an account, you can check out our guide on How to Shop. 

 

What payment methods does your site accept?

Currently, we accept payments via PayPal which includes Visa, Mastercard, American Express, JCB and Discovery.

 

How do I shop if I want my purchases to be shipped to a destination out of Singapore?

International Delivery

Countries Delivery Time Cost  ($SGD)

Malaysia (registered mail, tracking number provided)

6 - 12 working days $15

Rest of the World (standard mail, no tracking number provided)

9-14 working days $21

Rest of the World (registered mail, tracking number provided) 

9-14 working days

$28

How do I know an item is in stock?

As long as you are able to 'Add to Cart' while at the product page, it means the items is still available. If the item is out of stock, you won't be able to add that item to cart but you can sign up to our mailing list to be notified once stock is replenished for that particular item.

 

How long does the shopping cart hold on to the item(s) before we proceed to check out?

The shopping cart will not secure your items until you have checked out your items.

 

How do we know if we have already secured the item(s)?

An invoice will be sent to your email account once you have secured your items.

 

What if we cart out the wrong item and wish to amend our orders?

Do be careful not to cart out the wrong item as you cannot amend the orders yourself. Kindly email us at ask@thevelvetdolls.sg and we will amend the order manually for you.

 

 Is it safe to use my credit card online at TheVelvetDolls.sg?

Our payment gateway is compliant with VeriSign Identity Protection standards and that means all credit card informations are captured on a highly secured page. We only use payment gateways that overcome the most stringent of tests for secured online transactions.

 

How long will my parcel take to be mailed out after my payment is being verified?

We will mail out your items within 1-3 working days depending on our mailing days. An email will be sent to you once your order has been shipped.

**Important: Any order with Backorder items will take 4-6 weeks to ship (depending on est. date of arrival stated on backorder product page).

 

How soon can I get my order and how much will it cost?

There are 2 modes of delivery for Singaporean residents.
Singapore Delivery Time Cost  ($SGD)

Standard local courier with tracking

2-3 days $2.50
Free delivery over $100 2-3 days Free

*Delivery times stated not inclusive of internal processing time (may take 1-2 working days)

**Important: Any order with Backorder items will take 4-6 weeks to ship (depending on est. date of arrival stated on backorder product page).

 

How do I know if my order has been shipped out?

We will send an email notification of shipment (Shipping confirmation email). For Normal postage methods, under normal circumstances, we will ship your items out within 3 working days.

 

Can I track my order?

You should receive shipping updates from us, but if that is not the case, you may contact us via email (ask@thevelvetdolls.sg). 

 

How do I return or exchange an item?

We do not have a return policy. Goods once purchased are non-refundable unless incorrect or defective. All sales are final.

Please refer to our Exchange Policy under Terms and Conditions for our Return/ Exchange policy.

 

Is my personal information kept private?

Yes. We treat all customers' personal information with utmost confidentiality. You can refer to our Privacy Policy for a better idea of how your information will be used on our site. 

 

How do I use my Promo code?

You can simply input that code upon check out at the "Order Summary" stage of your check out process. Click on apply and if that is a valid code, the benefits tied to that promo code will be applied instantly. Do take note that Promo code field is case sensitive and usually only valid for a specified promotional period.

 

How do I sign up for TheVelvetDolls newsletter?

Scroll to the bottom of our website where you can sign up for our newsletters by submitting your email address.

If you fail to see our newsletter in your inbox, you might want to add this address ask@thevelvetdolls.sg to your contact list. This is so we do not get filtered to your junk mailbox.

 

Do you provide a sizing chart for your apparels?

Yes, we do. You can find it by going to Size Guide.

Size Guide

 Bust/Ptp

Measure across your chest at the fullest point of your bra cup. Make sure to go UNDER your arms and not around them.

Waist
Measure across the smallest part of your waistline, just above the belly button.

Hips
Measure across the fullest part of your hips/the part where it sticks out the most.

Dress length
Measure from the high point of your shoulders and down the length of your back.

Across shoulders
Measure across the two points of your shoulders.

 

Do note that our inches (as denoted by the ” sign) are taken ACROSS and not AROUND. (i.e: Waist 24″ is 12″). A difference of 0.5″-1″ between the item(s) in our given measurements will not be considered as a defect.

Do note that given the chart, sizes may still differ so always use the given measurements provided in the item description for a better gauge of size fit.

Oh, hey!

We noticed you're new around here.. Join the squad to get the latest updates & exclusive promos!