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FAQ

About Naiise
1. Who is Naiise?

Naiise is a creative marketplace based in Singapore, with a goal to make design accessible to everyone! We're always on the lookout for cool, functional and beautiful products to inspire and delight. At Naiise.com, you can shop for thousands of unique products ranging from gifts, fashion, home and kitchen accessories, to souvenirs and beauty products directly from the creatives and makers behind them.

2. What happened to Naiise Marketplace?

As of 1 Jun 2020, we have merged Naiise Marketplace (naiisemarketplace.com) onto Naiise.com. We are hoping to offer a seamless online shopping experience to our customers on Naiise.com, while also providing a more sustainable platform for our sellers to grow their brands and businesses.

3. The brands you carry are cool! Where do you get them from?

All across the globe. We like to work directly with both local and overseas designers, suppliers or stockists to bring you creative, functional, and unique products.

4. I make things too! Can I work with you guys?

Our own team ensures that the products we carry align to our goals and brand values, and we are always on the lookout for new partners to join us! Just drop us a message here if you have something cool to share, and we'll be in touch (:

5. How can I stay updated?

Subscribe to our newsletter (highly recommended) to stay updated on the new brand launches every week, or follow us on Facebook and Instagram. You will also get updated on the latest deals and sale that we have!

6. The products that you carry can be quite pricey. Why is that so?

Most products listed on our website are not produced in large quantities. Some of the items are also handmade, or made-to-order, hence the retail prices reflect the material and man-hour costs.

7. Where can I find the name of the seller and how do I contact them?

On each product page, you can see the brand name, followed by the seller's name ("Sold By [Seller's Name]") under the product title.

To drop the seller a message, simply click on the Seller's Name to visit their seller's page, and click on the Contact button at the top right corner to get in touch with them.

Each seller will be handling the fulfillment of your order with them directly. Hence, it is best to get in touch with them directly for your order inquiry :)


Online Shopping
1. When am I charged?

You will only be charged upon completion of check out, so be sure to double-check your purchases before you confirm.

We are currently working with Stripe as our official payment gateway partner. Stripe accepts Visa, MasterCard, Maestro, American Express, Google Pay, Apple Pay. Upon check-out, please kindly wait for the successful payment confirmation page before closing your browser. This will ensure that your order with us has been captured.

2. The item I want is sold out! Is there any way for you to bring it in again?

For products sold by Naiise: Please drop us an email at [email protected]! Some of our products may be limited in quantity, or may not be in production anymore. We will, however, try our best to help you out.

If you are looking to purchase in bulk quantities and are unable to check out due to limited stocks, please kindly contact us at [email protected] Our sales team will be able to assist you!

For products sold by sellers and brands other than Naiise: You can drop the respective sellers an email via the “Contact” button on the top right of the seller profile page to enquire about it. Otherwise, you can also let us know at [email protected] - we will be happy to relay your message to the seller!

3. Where do you ship to?

Currently, we offer both local and international shipping for products sold by Naiise. However, we are only able to offer local shipping for products sold by other sellers.

For products sold by Naiise: Our local shipping fees start from $3.50. However, you can combine all items in your order (excluding drop-shipped items) in one delivery, and your order will be despatched within 1-2 working days - if your order consists of only in-stock items. We work with our courier partners Janio and Aramex for local shipping within Singapore and international shipping respectively.

For products sold by sellers and brands other than Naiise: Local shipping fees start from $1 per seller per order. 

For more information, please head to our shipping policy to find out more.

4. Why am I unable to apply my Free Shipping discount code?

At the moment, our free shipping discount is only applicable to items in collection: https://naiise.com/collections/shipped-by-naiise. As the products in your order vary in weights and dimensions, the shipping cost for our sellers also vary. As such, we may not be able to offer free shipping for your entire order.

For more information, please head to our shipping policy to find out more.

5. What payment types do you accept?

We are currently working with Stripe as our official payment gateway partner. Stripe accepts Visa, MasterCard, Maestro, American Express, Google Pay, Apple Pay. Upon check-out, please kindly wait for the successful payment confirmation page before closing your browser. This will ensure that your order with us has been captured.

6. What should I expect after I placed my order?

For products sold by Naiise: Your order should typically reach you within 1-3 working days (for local shipping), and 1-3 weeks (for overseas shipping) if all the items in your order are in-stock.

Due to the outbreak of COVID-19, please expect a possible 1-2 day delay in the processing and delivery of shipments during this period.

However, if your order consists of any pre-ordered items, please refer to the Estimated Arrival Time indicated on the product page for the estimated timeline.

Feel free to check in with us anytime via our email [email protected] with regards to the status of your order.

For products sold by sellers other than Naiise: Our sellers are able to set up their own shipping and returns policies that best suit their production process, which allows them to cater to your orders better. Hence, we encourage you to read the shipping policy on the seller profile page before making a purchase.

As a guideline, we encourage our sellers to deliver your orders within 14 working days, unless states otherwise under their respective shipping policy. Orders that remain unfulfilled after 14 working days will be automatically cancelled and you will receive the full refund.

Please kindly note that if your order consists of items from different sellers, each seller will deliver their items to you separately. Shipping time for the items will also differ between sellers. Hence, your whole order may not arrive at the same time.

7. Can I request for an exchange or refund of my order?

For products sold by Naiise: Please kindly contact our Customer Service team at [email protected], and we will help you with your request. However, please kindly take note of our Exchanges & Returns policy.

For products sold by sellers other than Naiise: Our sellers are able to set up their own shipping and returns policies that best suit their production process and allow them to cater to your order better. Hence, we encourage you to read the return policy on the seller profile page before making a purchase. For exchange and return request, please kindly contact them directly via the Contact button on the top right corner of the seller's page.

8. Can I request for my order to be gift-wrapped, or to include a message in my order?

For products sold by Naiise: You can include a gift note or any special delivery instructions in the cart page before checking out. We also offer a gift-wrapping service (starting at $5/per item).




For products sold by sellers other than Naiise: Unfortunately, due to the nature of the products and their business process, not all of our sellers are able to provide gift-wrapping or gift note services. Hence, we encourage you to get in touch with the respective seller before making a purchase. You can message the seller via the Contact button on the top right corner of the seller's page.


Shopping In Stores
1. Why can’t I find what I saw on the online store at your physical store(s)?

We do our best to make available most products that are on our online store, to our offline stores as well. However, due to the nature of some product availability, such as pre-orders or make-on-demand, we are unable to offer them at our physical stores.

Also, as Naiise now allows sellers to manage their own product listing and orders on Naiise.com, not all sellers are mandated to sell their products in our physical store(s). If you need help to look for a product in-store, please email us at [email protected]

2. Where are your stores?

You can find our store listings and their opening hours here.

3. Can I pay by credit cards at your stores?

Yes, you can. Credit card terminals, as well as NETS payment option, are available at all of our stores.

4. I would like to buy a particular item for my friend as a gift. If he/she doesn’t like it, can he/she exchange for another item?

Yes, he/she is able to exchange for another item. However, an original receipt must be presented within 30 days from day of purchase and it must still be in sellable condition. For more details, head over to our Exchange/Return Policy.

However, if the return/exchange request is not made on the same day of the original purchase, please kindly contact our Customer Service team at [email protected] before heading down to any of our outlets.

5. I want to get an item but it is not available at the store. Are you able to bring it down to the store for me?

Please check with our retail staff if the item is available for pre-order. If it is possible, we would need you to make an official pre-order with our staff at the store.

6. If I make a pre-order at your physical store, can I get the order delivered to my place?

It is possible. Do note that for order below $60, standard shipping fees will apply (for deliveries within Singapore). For more details, head over to our Shipping.

7. Can I call your store(s) to check if the product I want is at that particular store?

Unfortunately, we do not have phone lines at all of our stores at the moment. You can contact us at [email protected], and we will assist you from there.

Can I reserve an item at your stores and drop by the make a purchase later?

Yes, you can. Simply drop us an email at [email protected] to make the reservation. Please note that our reserved items are typically held for 3 working days. Do let us know should you need to extend that reservation period.

9. Can I request for an item to be transferred from a store to another?

Unfortunately, this service is not available. Please contact us at [email protected] if you require any assistance.


Shopping & Self-collection
1. Who is delivering my order to me?

For all products sold by Naiise: We have engaged a third-party courier service to assist us with all local deliveries.

For all products sold by sellers other than Naiise: Our sellers will be arranging for the deliveries of your orders, and you will be receiving your order from the seller’s preferred delivery methods, e.g. third-party courier, Singpost, personal delivery, etc.

2. What do I do if I have placed an order with an incorrect delivery address?

For all products sold by Naiise: Please write in to [email protected] as soon as you can to inform us about the correct delivery address.

For all products sold by sellers other than Naiise: Do reach out to the seller(s) as soon as possible via the message function (‘Contact’ button on the seller profile page).

3. Is there a way to track my order after it has been sent out?

For all products sold by Naiise: For local shipment, our third-party courier will contact you directly regarding delivery timing. Deliveries will be made between Mon - Fri, 11am - 10pm & Sat morning. For specific delivery timing requests, please kindly direct them to [email protected] Additional charges may apply.

For all products sold by sellers or brands other than Naiise: When your order is fulfilled and on its way to you, you will receive an email to notify you about it. If our sellers are using third-party couriers to ship your order out, they will input the tracking codes into the order notes which will be reflected in our order shipping confirmation email. From there, you can expect to hear from the courier company and track your order according to the link provided, if any.

If the seller has chosen to send your order via other modes of shipment that do not offer tracking services, you can message the sellers (“Contact” button on the seller profile page) and check with them on the status of your order.

4. Is it possible for you to send the items to my office?

Yes, we are able to. However, do indicate the opening hours of your office, and we will try our best to work around those timings with our third-party courier.

5. If I make an order now and wish to get my order tomorrow, is that possible?

For products sold by Naiise: Please kindly contact us at [email protected] so we can better assist you. Additional charges may apply for express shipping of your order.

For products sold by sellers or brands other than Naiise: Please contact the sellers (“Contact” button on the seller profile page) directly as the sellers will be fulfilling and shipping your order to you. Do note that some of the products might have a longer lead time as they are made-to-order. You can also check on the estimated shipping duration on the seller profile page for a good estimation.

6. Why is my item taking so long to arrive?

For products sold by Naiise: Typically your online order will be delivered within 1-3 working days. However, we may take longer to fulfill your orders should your order consist of pre-ordered items. These products may take a longer time to arrive as they are made-to-order, an arrangement we allow to help designers keep their inventory risk low. For pre-ordered items, the Estimated Arrival Time for each product is indicated on its product page.

For products sold by sellers other than Naiise: All orders are fulfilled and shipped out by our sellers. Hence, if your order consists of products from various sellers, you may be receiving the items at different timing.

Our sellers also have different shipping time due to the nature of their products. You can check on their estimated fulfilment and delivery timings on their seller profile page.

If you have waited past the estimated duration, please contact the seller first (“Contact” button on the seller profile page) and check with them on the order status. However, if the seller does not reply to you within 48 hours, please send an email to [email protected] and file a dispute. Our team will assist you to resolve the issue.

7. Why does my shipping charge vary with different products in my cart?

The shipping fees are calculated based on our shipping charges from $1 per seller per order, or from $3.50 for items sold by Naiise. As such, you might see the change in shipping fees when you add or remove items from various sellers.

At the moment, our system is only able to show you the overall shipping fees in a lump sum. We are sorry if this has caused any confusion. Should you need any clarification, please contact us at [email protected]

8. What to do if I did not receive my order? Can I get a refund?

For products sold by Naiise: Please inform us immediately at [email protected] if you waited for your order way past the estimated delivery duration. We will then assist and advise accordingly.

For products sold by sellers or brands other than Naiise: If you have not received your order after the stipulated shipping duration, we encourage you to speak to the seller via the message function (“Contact” button on the seller profile page) and inform them about this.

If the seller does not respond within 48 hours, you can get in touch with us at [email protected] and file a dispute. Our team will assist you to resolve the issue.


Returns & Exchanges
1. If the t-shirt I’ve bought does not fit well, am I able to exchange for a better size?

For products sold by Naiise: Yes, you can.

For online purchases, please provide your order number to our Customer Service team via email within 30 days from the day that you receive your order. Please also ensure that the item(s) is/are in sellable condition(s). For more information, find out more here.

For products sold by sellers or brands other than Naiise: It depends on what the sellers’ exchange and returns policy are! Naiise allows our sellers to implement their own exchange and return policies, so we recommend you to click on the “Policy” tab in the seller profile page to check on the seller’s exchange and returns policy. Alternatively, you can drop the sellers a message (“Contact” button on seller profile page) and check with them on the possibility of this.

If the sellers do not respond to your email within 48 hours, you can reach out to us at [email protected] and our team will get in touch with you as soon as we can.

For more information, find out more here.

2. I would like to buy a particular item for my friend as a gift. If he/she doesn’t like it, can he/she exchange for another item?

For products sold by Naiise: Yes, he/she is able to exchange for another item. However, an original receipt must be presented within 30 days from the day of purchase and it must be in sellable condition. For more details, head over to our Exchange/Return Policy.

For products sold by sellers or brands other than Naiise: It depends on what the sellers’ exchange and returns policy are! Naiise allows our sellers to implement their own exchange and return policies, so we recommend you to click on the “Policy” tab in the seller profile page to check on the seller’s exchange and returns policy. Alternatively, you can drop the sellers a message (“Contact” button on seller profile page) and check with them on the possibility of this.

If the sellers do not respond to your email within 48 hours, you can reach out to us at [email protected] and our team will get in touch with you as soon as we can.

For more information, find out more here.

3. I just received my online order but it seemed like I have received a defective product. What can I do now?

For products sold by Naiise: Do take a photo of the defective product and send it to [email protected] Please do not forget to include your order number. We will then be able to assist you from there.

For products sold by sellers or brands other than Naiise:

Please take a photo/record a video as soon as you find the defects on the product(s). Head over to the seller profile page and click on “Contact” to send a message to the seller(s). Once the seller has replied to you, send the photo/video to the seller.

Our general guidelines require sellers to honour all refund and exchange requests related to products with manufacturing defects. If you and the seller are unable to reach an agreement or if the seller does not respond to your email within 48 hours, please email us at [email protected] and our team will assist you to resolve the issue.

4. Is it possible for me to exchange an item that I bought online at your physical store?

Yes, it is possible if it was a product sold by Naiise. However, we strongly encourage you to get in touch with our Customer Service team at [email protected] before heading down to the store. Our full Exchanges & Returns policy can be found here.

For products sold by sellers other than Naiise, we unfortunately will not be able to support exchanges at our stores. Please kindly get in touch with the seller directly for any exchange request.

5. What should I do if my item is damaged, defective, significantly different from seller’s description, or wrongly sent?

For products sold by Naiise: Please inform us via [email protected] We will then assist you with the exchange process. For more details, please head here.

For products sold by sellers or brands other than Naiise: If you have received the products that have manufacturing defects or defects caused by delivery or turned out completely different from what was described, please contact the sellers directly and immediately through the message function (“Contact” button on seller profile page). Our general guidelines require sellers to honour all refund and exchange requests related to unsatisfactory products received by customers. If you and the seller are unable to reach an agreement or if the seller does not respond to your email within 48 hours, please email us at [email protected] and our customer service team will assist you to resolve the issue.

As Naiise allows our sellers to implement their own exchange and return policies, we also recommend you to click on the “Policy” tab in the seller profile page to check on the seller’s exchange and returns policy.

For more information about Naiise’s exchange and returns policy, find out more here.

6. What to do if my orders are missing some items?

For products sold by Naiise: Do contact us at [email protected] and we will assist you accordingly.

For products sold by sellers or brands other than Naiise: Do contact the sellers within 24 hours of receiving your parcel via the message function (“Contact” button on the seller profile page) and inform the seller about this. Do prepare any image/video proof as the seller might need this information before identifying the item that is missing in your parcel.

If the seller does not respond within 48 hours, you can get in touch with us at [email protected] and file a dispute. We will then assist you to resolve the issue.

Note: If you have made an order consisting of multiple items from multiple sellers, you will receive the items at different timing as the various sellers will be sending the items to you from different locations.

7. Can I cancel my order and get a refund?

For products sold by Naiise: We are only able to process your request to return your purchase if the item has a manufacturing defect, and if an original receipt is presented within 30 days of delivery or collection. Please kindly check your items upon collection or receiving your order.

Please inform us via [email protected] We will then assist you with the return process. More information on our Exchanges and Returns policy can be found here.

For products sold by sellers/brands other than Naiise: As we allow our sellers to list their own cancellation policy, please kindly get in touch with the seller to see if a refund is allowed. You can reach out to the seller via the message function (“Contact” button on seller profile page) within 24 hours from the time of the order confirmation. You may click here for more information on our general order cancellation guidelines for our customers.

Note: Seller’s cancellation policy will overwrite Naiise’s policy.

Account
1. I forgot my password; what should I do?

Don't panic! Just click the 'Forgot Password' link on your login page. If that doesn't work, just email us at [email protected]

2. How safe is my personal information?

User data are our top priority at Naiise. We will never disclose, share or sell your data to third-party marketers. Our sellers will receive only order-related data after you have placed an order with us. As indicated in our guidelines, our sellers will not be able to use your personal information for any purposes outside of your order fulfillment.