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.

 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

1-2 days $2.50
Self-Collection (Our office is located at Macperson MRT) - Free

Important: If your order is not collected within 90 days, (uncontactable via email) your order will be forfeited. 

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

 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?

If you have opted for courier delivery option, you may request for your tracking number via email (ask@thevelvetdolls.sg). For other delivery methods, please refer to Delivery Section under Customer Care.

 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?

Click on the "Newsletter" link on our main menu and you be able to input your email address and click on "Subscribe". That is 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 and Product Care Section under Customer Care.

Do refer to each items 'Size and Fit' descriptions when browsing a product's info page.