Order & Shipping
ORDER PROCESSING LEAD-TIME
All orders will be processed within 1-2 working days. A confirmation email will be sent to you once we have processed & shipped out the order. (Psst.. do check your Junk/Spam just in case it falls into that folder).
Receiving lead-time will vary depending on your preferred mode of shipping.
SHIPPING FEES & LEADTIME
Kindly allow for the below delivery lead time on top of order processing leadtime.
1. SHIPPING WITHIN SINGAPORE^:
- Standard Delivery (3-5 working days): FREE
We offer complimentary standard door-to-door shipping for every SILK MADAME order purchased. You will receive your order tracking number via SMS once the parcel has been posted out. Orders will be delivered within 3-5 working days.
- Next-day Express Delivery: $8
Orders has to be placed before 12pm for next day delivery. Orders placed after 12pm will be delivered the following working day.
- URGENT SAME-DAY DELIVERY: $12
Same day delivery orders have to be placed before 12pm. Orders placed after 12pm will be delivered the next working day.
Kindly note that we are unable to commit to specific delivery time slots. Do place your orders earlier if necessary. Please note the above rate is applicable for most Singapore addresses except restricted zones such as all military camps & bases, hotels, and most of the surrounding islands in Singapore.
2. INTERNATIONAL SHIPPING
All international orders will be fulfilled via DHL Express. A flat shipping fee of SGD30 will be applied to your order upon checkout. Kindly note that any associated local custom taxes and duties are to be borne by the recipient.
International orders will be delivered within a leadtime of 10 days (based on non-peak estimates)
Due to the ongoing COVID-19 impact on global shipping situations, deliveries may take longer than usual to arrive. Appreciate your patience and understanding on any potential delays.
LOST ORDERS & DEFECTIVE ITEMS
As all our orders are trackable, there should be low incidence of lost orders. If you have not received any notification of delivery within your stipulated time, kindly reach out to us at email@example.com and we will do our best to assist you immediately.
In an event where you receive a damaged / defected item, please notify us with a snapshot of the product and order number via our email at firstname.lastname@example.org.
INCORRECT / MISSING ITEMS
We hate to disappoint and would like to sincerely apologise in advance for any inconvenience caused if you have received any incorrect or missing items. Please drop us an email at email@example.com to inform us and we will arrange for the correct item to be sent out to you immediately.
RETURNS & REFUNDS
We accept returns within 14 days from date of purchase, provided that all original clothing tags are attached. Returnable items must be unworn, unwashed and unaltered. All return and refund requests must be submitted via email to us at firstname.lastname@example.org with the supporting information and images.
Kindly note that we will not be able to accept return and refund requests after the 14-day return & refund period has lapsed. Kindly check your order carefully on the day of receiving the goods.
All postage fees, customs duties and relevant taxes for returns are to be borne and paid by the customer.
We do not provide cash refunds for any return & refund orders. Wherever applicable, refunds will be processed as store credits equivalent to the purchase price. The refund transaction will be processed within 5-7 business days from the day of request.
In case of an accidental placement of duplicated order, we will cancel the duplicated order and return the amount as an store credit. This is to prevent deduction of credit charges and processing from the bank.