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Design for everyone, for everyday.

Frequently Asked Questions

 

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About Naiise
Shopping Online
Shopping In Stores
Local & International Shipping/Self-Collection
Returns/Exchanges
Workshops
Account

 

About Naiise

1. Who is Naiise?

Naiise is an online design retailer based in Singapore, trying to make design accessible to everyone. We're always on the lookout for cool, functional and beautiful products to inspire and delight. We're on a goal to better people's lives with design.

2. 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 unique, non-mainstream products.

3. 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 arealways 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 (:

4. 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, Instagram and Twitter. By the way, you can get $10 with a minimum spend of $85* if you subscribe to our mailing list!

*Online store purchases ONLY. Not applicable to furniture, sale items, workshops and gift card.

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

Most products in our store are not produced in large quantities. Moreover, some of the items are handmade, hence the retail prices reflect the material and man-hour costs.

6. Do you guys have any promotions at the moment?

Yes. You can find out more about all our promotions at our Promotions page.

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Online Shopping

1. When am I charged?

If you have opted to pay upfront for your purchase, we will charge you in full upon confirmation of your purchase, so be sure to double-check your purchases before you confirm.

If you have opted for Cash On Delivery, you will have to pay in full upon receiving your order at the door (for delivery) or at our stores (for self-collection).

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

Just drop us an email to wecare@naiise.com and we'll see what we can do for you. 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.

3. Where do you ship to?

We ship both overseas and locally. Within Singapore, we offer free shipping on orders above $60, and also free self-collection services. For overseas orders, we charge a flat international shipping fee of $30 for anywhere else outside of Singapore. Check out our shipping policy for more information.

4. What payment types do you accept?

For all online payments, We currently accept any credit cards, such as Visa, Mastercard, American Express, and Paypal. Both kinds of transactions are done through PayPal, as that is the official payment gateway for our online store.

For local orders within Singapore, we also accept Cash On Delivery (COD) payments.

5. Are you able to send food products out of Singapore?

Sadly, we are not able to do so as it will be rejected at the customs due to the rules and regulations for food shipment at our local post office.

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

Your order should typically reach you within 1-2 weeks (for local shipping), and 4-8 weeks (for overseas shipping) if all the items in your order are in-stock.

However, some products have to be made to order, or ordered from our overseas suppliers thus shipping times vary by products. 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. Once all the items in your order have arrived, your order will be dispatched from our warehouse.

Feel free to check in with us anytime via our email wecare@naiise.com with regards to the status of your order.

7. How do I go about collecting my order if I have selected self-collection as my preferred mode of shipment?

Once your order has reached the store, we will drop you a sms 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 food products, we recommend you to pick up your order as soon as possible, as they do not contain preservatives and are best consumed fresh!

For Cash On Delivery orders, your items will only be at the stores for collection for 3 weeks. However, should you need to extend the collection duration, do drop us an email at wecare@naiise.com and we would gladly assist.

8. If I am not able to self-collect my order, am I able to get someone else to collect on my behalf?

Yes, you can. It will be best if you can inform our Customer Service team about this earlier, so that we can keep our retail staff in the loop about this. If not, you can simply show our retail staff the order confirmation email, and/or quote your order number in order for us to facilitate this.

9. I will be going on a long trip and I won’t be able to self-collect my order till a much later time. Will you guys be able to hold the order for me?

Yes, we are able to. Please drop us an email at wecare@naiise.com and inform us of your available dates. We will be able to advise further if it is possible, especially if your order contains perishables and/or plants.

10. If I find the item that I have ordered online at your store, am I able to pick it up from there instead?

It is best advised not to, as the items you see at the store might be display pieces, unless otherwise arranged with our Customer Service team in advance via email. That way, we would be able to arrange it earlier to ensure lesser waiting in clarifying your order status from the headquarters to the store you are at.

11. If I have purchased something that doesn’t fit me, am I able to do an exchange? How should I go about it?

You can find out more on how to do so here.

12. Can I return my product?

Read about our return policy to find out more.

13. What is Express Shipping? How do I opt for it?

When you order products that are applicable for Express Shipping (annotated with a  icon), you will be able to receive them within 1-3 working days (for local deliveries and self-collections). For overseas orders, kindly allow an additional 2-4 weeks on top of the local delivery timings.

Express Shipping requires no additional charges on top of standard shipping fees.

To enjoy Express Shipping, simply indicate “Yes” on the Cart page upon checking out.

Express Shipping is strictly applicable to orders containing products that are solely applicable for ES. If your order contains a mix of ES and non-ES products, you will not be able to opt for ES upon check out.

14. How do I know if the product I want is applicable for Express Shipping?

Products that are applicable for Express Shipping will be annotated with the  icon. Additionally, you can also see whether the product is applicable for ES on the product page itself, together with the quantity available for purchase.

15. If I make an order above the the available quantity for a ES product, will I be able to get hold of what's available first?

Unfortunately you can't. We will only be able to ship out your order in full once all items are ready for shipment. If you would like to get hold of the available quantities first, please place a separate order to be qualified for ES.

16. Can I still make changes to my order if I opt for ES? Can I cancel my order?

As we will dispatch your order immediately, we will only be able to accommodate any changes at our best efforts. If your order has already been shipped, we will not be able to accommodate requests for exchanges of items or cancellation. Do make sure that all the information in your order is correct before checking out.

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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 push most products that are on our online store to the offline stores. However, due to the nature of some product availability, such pre-orders or make-on-demand, we are not able to bring them to the physical stores.

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?

Unfortunately, we do not have credit card terminals at all stores. For now, you can only do so at our The Cathay, Orchard Gateway, i12 Katong, Westgate and Shaw Centre outlet. However, we do offer NETS payment option at most of our stores (except Shaw Centre outlet).

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 7 days from day of purchase and it must still be in sellable condition. For more details, head over to our Exchange/Return Policy.

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. Please note that payment has to be made in advance (Cash On Delivery option is not available).

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 more details, head over to our Shipping page.

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 call our Customer Service Hotline at (+65)62668418, or contact us at wecare@naiise.com, and we will assist you from there.

8. 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 wecare@naiise.com or contact our Customer Service hotline (+65)62668418 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?

Yes, that is possible as well. Once the item you requested has arrived at your preferred store, we will send you a sms to notify you that the item is ready for collection and the item will be reserved for the next 3 working days. However, please note that stock transfer process between stores will typically take 5-7 working days.

10. Am I able to use my Welcome Code for in-store purchases?

Unfortunately, you are not able to. It is only valid for online purchases.

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Local & International Shipping/Self-collection

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, RoadBull, will contact you directly regarding delivery timing. Alternatively, you can email us at wecare@naiise.com and we will be able to help you out with that.

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?

Unfortunately, it is not possible. Some of the items are not readily available, as they either need to be shipped in to our warehouse or they need to be made from scratch. As such, do refer to the Estimated Arrival timeframe under the Shipping Information at the various product pages. 

Do check out our Express Shipping collection of in-stock products. If your order qualifies for Express Shipping and you opt for this option, we will be able to expedite the shipping time. Please refer to our Shipping page for more information.

5. 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 sms 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 food products, we recommend you to pick up your order as soon as possible, as they do not contain preservatives and are best consumed fresh!

For Cash On Delivery orders, your items will only be at the stores for collection for 3 weeks. However, should you need to extend the collection duration, do drop us an email at wecare@naiise.com and we would gladly assist.

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

The estimated shipping time for orders within Singapore is 7-14 working days, while that for orders outside of Singapore is 4-6 working weeks. Some 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. The Estimated Arrival Time for each product is indicated on its product page.

We may take a little more time to prepare some products for you and may even ship our your order in separate shipments so that you can receive part of your order first. We seek your kind understanding and patience on this as we try to help our emerging designers to grow and be ready to invest in producing more stocks.

7. 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 wecare@naiise.com.

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

Typically, we will send back the orders that have not been paid to our warehouse and we will cancel the order if a delay in pick-up from our customer's is being communicated with us. 

As for orders that have been paid, we will keep the order in store, unless the order includes expiring/expired food products or other perishables. 

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Returns/Exchanges

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

Yes, you can.

For online purchases, please provide your order number to our Customer Service team via email within 7 days since the day you have received your order, and make sure the item(s) is/are in sellable condition(s).

For in-store purchases, please provide the original receipt to our staff at the same store that you’ve purchased the item(s) from, or to our Customer Service team via email. Please also make sure that item(s) is/are in sellable condition(s).

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?

Yes, he/she is able to exchange for another item. However, an original receipt must be presented within 7 days from day of purchase and it must be in sellable condition. For more details, head over to our Exchange/Return Policy.

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

Do take a photo of the defective product and send it to wecare@naiise.com. We will then be able to assist you from there.

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

Yes, you are able to. Kindly print out your order confirmation email and bring along the item to any of our Naiise outlets for the exchange. Terms and conditions apply.

Read more here.

5. I think you have sent me a wrong item. How should I get hold of the right item?

Please inform us via wecare@naiise.com or call our Customer Service hotline at (+65)62668418. We will then assist you with the exchange process. For more details, please head here.

6. If I want to courier an item that I wish to exchange to your warehouse, am I able to do so?

Yes, you can. Kindly attach the original receipt with the item and send it to our warehouse (421 Tagore Industrial Ave, #01-29, (S)787805). However, you will need to absorb the courier fees.

Should your courier request payment from our end, we will have to reject the parcel.

7. Can I return an item that I have purchased from you?

We could only process your request to return your purchase if the item has a manufacturing defect, and if an original receipt is presented within 7 days of delivery or collection. Please kindly check your items upon collection or receipt.

Please inform us via wecare@naiise.com or call our Customer Service hotline at (+65)62668418. We will then assist you with the return process. More information on our Exchange and Return policy can be found here.

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Workshops

1. If I can’t make it for the workshop, am I able to get a refund?

We are only able to refund you if you inform us about your unavailability 7 days or earlier from the workshop date.

However, if you inform us under 7 days from the workshop date, we will not be able to make a refund. It is best that you find a replacement to take over the slot as our workshop instructor would have already purchased and prepared materials for the workshop.

2. Do I need to bring my own materials for the workshop?

No, you don’t need to. The workshop fees that you have paid for includes material fees. Just bring yourself (:

3. I have not heard from you guys after I have purchased the workshop. How do I know if I’m registered?

Once you have paid and made the purchase for the workshop slot on our online store, it means that you have successfully registered for the workshop.

We will send out a reminder for the workshop at least three days before your workshop date.

4. Can I pay for the workshop upon attending it (i.e. Cash On Delivery)?

Your seat for the workshop is only confirmed upon receipt of payment. If you’re unable to make payment via credit card / Paypal, you may opt for a bank transfer.

5. Can I request for a group workshop?

Yes, you can. Fill in this form to express your interest, and we'll get back to you shortly :)

6. I would like to gift a workshop to a friend. How can I go about doing so?

You can simply place an order for a workshop slot, and leave a note in the Cart page before checking out with the recipient’s Name, Email Address, Contact Number and any Message you would like to include. We’ll take care of the rest :)

7. I purchased a workshop for my friend, but I forgot to write their details in the cart note. What can I do?

No worries! Simply write in to us at wecare@naiise.com with the details.

8. If I gift my friend a workshop and they cannot make it, can they sign up for another workshop instead?

If the workshop date is at least 7 days away, your friend can write in to us at wecare@naiise.com. We can help them to exchange to another workshop of the same value :)

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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 wecare@naiise.com.

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. Find out more about our privacy policy.

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