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FAQ - Shipping/Self-Collection

As a social distancing measure for this period, we have suspended our self-collection option for online orders shipping. However, we have reduced our local shipping fee by 50% so that you can continue shopping at Naiise.com with ease!

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.



1. Who is delivering my order to me?

We have engaged a third-party courier service who helps us with all local deliveries.

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

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 international shipment, we will send you the tracking code once we have dispatched your order from our warehouse to our local post office. You can then track your order from there with the website stated in our email.

3. 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.

4. Will it be faster if I opt for self-collect at your store, as compared to delivery, for my order?

After your order is complete, it takes about 1-2 working days for the order to be sent to the store, while delivery takes about 1-3 working days for our third-party courier to send it to you. The difference is not vast here so it solely depends on what is best for you.

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

 

Your order can be delivered on the next working day via local delivery if your order consists of only in-stock items, and your order is placed before 8am (Mon-Fri). However, there may be unexpected delays so if you need your order urgently, please kindly contact us at [email protected] so we can better assist you.

6. What should I expect if I have selected self-collection for my order?

Once your order has reached the store, we will drop you a text message to inform you of the self-collection details. After which, you would be able to head down to your selected store for self-collection.

If your order consists of any perishable products (beauty, food, plants, etc), your order will be held at the self-collection point for one week after our first sms notification to you. We recommend you to pick up your order as soon as possible, as they do not contain preservatives and are best consumed fresh!

If your order does not consist of any perishable products, your order will be held at the self-collection point for 4 weeks after your first sms notification.

Every week, you will also receive a reminder text message from us if your order has not been collected.

After 4 weeks (or 1 week for orders with perishable items), if uncollected, your order will be diverted back to our warehouse and our Customer Service team will contact you via email to arrange for additional self-collection arrangement or local delivery to your preferred address (additional charge of $15 may apply for delivery).

Please kindly note that we will do our best effort to assist you with the collection of your order. However, should your order remains uncollected beyond our stipulated time, the order will be deemed fulfilled. For the full Terms and Conditions, please refer to our Shipping policy.

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

 Typically your online order will be delivered within 1-3 working days. However, we may take longer to fulfill your orders should your order consists 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.


8. I’m an international customer and I’ve been waiting too long for my products to reach me. Can I cancel the order?

Once the order has been shipped, we will not be able to cancel the order and refund you. Should you have any queries on that, please email us at [email protected]

9. What happens to my order if I don't pick it up my order after you've contacted me for the 3rd time? 

After 7 days from the 3rd contact has been made (for orders that do not consist of perishable items), or 1st contact (for orders that consist of perishable items), your orders will be returned to our warehouse. Our Customer Support team will contact you regarding the status of your order :)