FAQs and T&Cs

Please read the following carefully before placing your order. By placing an order with us, you are deemed to have read and agree to the following unconditionally. 

General

1. Can I change or cancel my order after I have made payment?

Unfortunately, once payment has been made, your order is confirmed and cannot be changed or cancelled. This is because most of our items are fulfilled on a pre-order basis and thus made-to-order. We seek your kind understanding regarding this.

2. What does pre-order mean?

To minimise the wastage of resources, most of our items are available on pre-order. This means that the items are made-to-order, and would require a lead time of two to four weeks from the date of purchase to be delivered to you. Please note that delays are to be expected due to the current Covid-19 situation. 

3. Where are your items made?

Our items are carefully sourced and curated from South America, Europe and East Asia.

4. Is there a showroom for me to view the items before purchase? 

Due to Covid-19, we have suspended all in-person viewing sessions. We seek your kind understanding regarding this. If you would like more information on any of our items, feel free to get in touch with us via our contact form

5. How do I care for my leather bag?

We have put together some tips on caring for your leather bag here. We hope you find them useful!

6. How do I care for my jewellery and accessories?

For our Opulence Fancy Gems range, you can access our care guide here.

7. Why do you need my mobile phone number upon checkout?

All orders (with the exception of small goods where normal mail delivery option is available) are delivered to your doorstep by courier service. As such, we would require your mobile number to ensure that your parcel will reach you safely. 

8. Are all measurements 100% accurate?

While we try our best to be as accurate as possible, dimensions for leather goods may differ between 0 to 1.5cm. 


Shipping

1. How long will it take for my order to reach me?

In-stock items: For both local (Singapore) and international orders, your order will be mailed out within 5 working days. An email with your deliver tracking number will be sent to you once your order has been picked up by courier service. If you do not receive your order within 5 working days, please contact us immediately. We will not be able to retrieve any parcel past a 7 working day time frame from the point of delivery, and bear no responsibility should claims of non receipt be made after this period. Please note that the default mode of delivery via courier is contactless delivery. If you do not wish for the parcel to be left at your doorstep, you may opt for self collection from us at Bishan. 

International orders may take up to 10 additional working days to be delivered to you. 

Pre-order items: Items will be dispatched between 2 to 4 weeks of purchase date. 

Diamond simulant jewellery items: Items will be dispatched between 3 to 5 weeks of purchase date. 

In the event that you ordered both an in-stock item and a pre-order item, both items will be mailed to you when your pre-order item has arrived in Singapore. If you would like the in-stock item first, please drop us an email to state your request.

We also seek your understanding regarding the Covid-19 situation, which may delay shipment by a little. That said, we will strive to ensure you receive your purchases within the abovementioned time frame.

 

2. What are the shipping costs? 

For local orders, we offer a flat trackable shipping rate (door to door courier service) of SGD5.00 per order. For orders exceeding SGD50.00, courier service is free (applied automatically at checkout). In order to ensure that delivery is smooth, please check that your mobile phone number has been entered correctly at checkout.

 

3. Do you ship internationally?

Yes. For Brunei and Malaysia, International Standard Delivery (tracked) is free for orders above SGD150. For all other destinations, International Standard Delivery (tracked) is free for orders above SGD300.

We use Q express delivery and SingPost as our default carriers, depending on destination. If you would like to opt for delivery via other delivery carriers, please contact us via email.

Please also note that international orders may be subject to customs duties and/or taxes of the destination country, and these will be fully borne by the buyer. 

*We seek your understanding that shipping might be delayed due to the evolving Covid-19 situation. However, please be assured that we will do our best to ensure that the items arrive on time.  

4. I am unable to check out using my shipping address. Can you still ship to me?

Contact us at sales@shop-alta.com and we will see what we can do for you :)

 

Payment

1. What payment modes do you accept?

We accept all major credit cards, Apple Pay, Shop Pay via our site. All information is securely encrypted by Shopify. We do not hold any payment information. For other modes of payment like PayNow or PayLah, please get in touch with us via our contact form. 

We reserve the right to amend the price of any of our products at any time without giving any reason or prior notice to anyone. 


Returns and refunds

1. Do you accept returns or make refunds?

Unfortunately, we strictly do not accept returns, do exchanges or make refunds. We assure you that all our items are carefully inspected before being sent to you. In the rare event that a manufacturing defect exists, please get in touch with us at sales@shop-alta.com. In such cases, items are only eligible for exchange if they are brand new, unused, unworn, and in their original packaging and tags, within 24 hours of receipt of the item, and up to our own discretion.


Miscellaneous

1. Can I make a bulk purchase?

If you would like to make a bulk purchase, kindly get in touch with us at sales@shop-alta.com. 

 

2. I need an item urgently, what do I do?

Kindly get in touch with us via the contact form, and we will do our best to assist you. 

 

3. Are you a registered business?

Yes, we are a registered business in Singapore.