DELIVERY & EXCHANGE:
What delivery options do you offer?
SingPost Normal mail delivery $3.00 per parcel subsequent parcel is an additional $1.50
Seira Elves will not be responsible for any lost mail via SingPost Normal Mail as there is no tracking number attached to SingPost normal mail.
SingPost Registered mail (Traceable) delivery $5.30 per parcel subsequent parcel is an additional $1.50
For international shipping, we currently offer registered airmail – postage charges will be reflected accordingly during the check-out process
Self-Collection option $1 (subject to availability please check on our check out page). We strictly DO NOT allow change of date/location (stated on the checkout page) failure to turn up for self-collection will result in a penalty fee of $5 and we will arrange again base on our next availability. We strongly do not encourage customer to opt for self-collection if you cannot confirm your availability.
Will my parcel be place in the my mailbox (applicable for NORMAL MAIL ONLY)?
Parcel will only be place in the mailbox if the mailbox size can fit the parcel. Seira Elves mail out our shoes together with the shoes box. Therefore due to sizing it might not be able to place into the mailbox if its not big enough.
SingPost will deliver to the door step if parcel cannot be fit into the mailbox. However if no one is at home, parcel will be delivered back to the post office. Paper slip for collection will be provided to customer to re-collect their parcel is subject to SingPost procedure. If paper slip is not provided kindly head down to the nearest SingPost to check if your parcel is there after 10 days-14 days.
What should I do if my order hasn’t been delivered yet?
Seira Elves takes 2 – 4 working days (excluding weekends and PH) after your payment has been verified to process your order and dispatch your parcel.
How can I find your international delivery information?
We currently only offer registered airmail for international shipping. You can refer to Singpost for the different zone rates and estimated delivery time. Postage charges for international shipping will be reflected accordingly during check-out.
Can I track the delivery of my order?
You can track the delivery of your order via http://www.singpost.com/ if you have opted for SingPost registered mail. The tracking number will be provided upon request.
What happens if I’m not in when my order arrives?
If you are not in when your order arrives, SingPost will provide you with a collection slip to head down to the nearest SingPost located at your house area for self-collection (registered mail only)
My order status is still ‘order processing’, when will it be shipped?
Seira Elves takes 2 – 4 working days (excluding weekends and PH) after your payment has been verified to process your order and dispatch your parcel. Please be assured that we will ship out your order once we have verified everything on our end.
Can I have my parcel redirected to a different address?
Please contact us via the CONTACT US form on the website OR firstname.lastname@example.org with your order number in order for the team to check if your parcel has been dispatched. If your parcel has been dispatched, I’m afraid we are unable to redirect it to a different address.
Can I choose a specific time or day for my delivery or any special request for delivery?
Unfortunately, this service is currently unavailable for all our shipping options as SingPost do not take in any special request for Normal and Registered mail.
I’ve opted for normal shipping however I have yet to receive my shoes for more than 10 days, what should I do?
We will contact customer should Seira Elves receive any bounced parcels with their name.
Customer will bear the cost for re-delivery. Seira Elves will bear the cost of re-delivery should it be an error on our part.
Bounced parcels that are unclaimed for 1 months will be deemed property of Seira Elves. No compensation will be provided as we have provided sufficient time for item to be claim back.
Seira Elves will not be responsible for any lost parcel if customers opted for normal mailing as we’re unable to track the parcel.
EXCAHNGE & REFUNDS
Do you accept returns?
Yes, we accept returns. Original online receipt with order number is needed for product return within 7 working days of receiving the item(s).
A meet up will be arranged for the exchange. All exchanged item(s) must be in its brand new original condition, original packaging and with the original tags and tickets attached.
Meet up for exchange is applicable at our own convenient timing.
To be eligible for exchange, item(s) must not show signs of wear and/or being worn before. Seira Elves reserves all rights to inspect the condition of the item(s) before processing any returns or exchanges.
Seira Elves will not bear the shipping charges of returning any item(s) to us or meet up cost.
In the case where there the item(s) is out of stock for exchange, a refund in the form of store credits (valid for 365 days from the date of return) will be given . No cash refund is allow for all online purchases. store credits will be given from the day we received the returned parcel or an exchange of another design is allowed ONLY IF the next sizing is not available. We strictly do not allow change of designs if the sizing is still available on the website.
Seira Elves will not be providing any exchange should you purchase our merchandise from any third party or franchise from any other countries. Exchange policy is strictly apply for ONLINE PURCHASES only. Event purchases are strictly not allow for exchange
What if you regretted purchasing the item(s) upon receiving the shoes and want to change into another design(s)?
We are sorry to inform that an exchange of designs is not applicable. Color and placement of the ribbons/tassels on the shoes is subject to 10-20% difference due to lightening and computer calibration. Hence, we would encourage our customers to drop by our events for a clearer view if you are unsure of the color/placement. Alternative option: do contact us before purchasing if you are unsure of any details
Why hasn’t my return/refund been completed yet?
Seira Elves team need 2-4 working days to process all requests and we seek your understanding while we verify if the return/refund is possible.
I’m an International customer. How do I return something to you?
Please contact us via CONTACT US form on the website OR email@example.com with your order number within 7 working days of receiving the item(s) and our team will advise if a return/exchange is possible. If so, you can mail back your items and they will process the return/exchange within 1 – 2 working days via mailing service.
Can I return items I’ve bought with a gift voucher?
Items bought with gift vouchers can be exchange. If you’ve received a defective item or would like to do a sizing exchange, please email us at firstname.lastname@example.org with your order number within 7 working days of receiving the item(s) and our team will advise if a return/exchange is possible.
What happens to my refund if my credit card is no longer in use?
All refunds will be done via bank transfer to your bank account. Hence, it will not be an issue if your credit card is no longer in use.
I returned an item and it was incorrectly refunded or replaced.
Please contact us via CONTACT US form on the website OR email@example.com and we will double check with the team immediately. We do apologise in advance if our team happens to make any mistakes in handling your orders. We will definitely try our utmost best to rectify mistakes if any.
Do you refund postage fees if I return something?
We will reimburse postage fees if the returns are for defective items. However, we will not be able to reimburse postage fees if the returns are for size exchanges/item returns.
I’m missing an item from my order what do I do?
We’re sorry to hear that! Please contact us via the CONTACT US form on the website and we’ll send you the missing item as soon as possible
What do I do if receive a faulty item in my order?
Please contact us via the CONTACT US form on the website or firstname.lastname@example.org within 7 working days of receiving the item(s) and we’ll process an exchange for the faulty item immediately. Do note that your email must include snapshots of the area of defect clearly.
If the defected item is still in stock, a replacement piece will be arranged either via meet up or we will mailed out the return of the defective piece(s). Customer required to mail the defected piece to us within 7 working days if mailing option is preferred. in the event whereby the defected item is out of stock, store credit/refunds maybe issued. The refund will only be done if item is being returned back to us
I have an incorrect item in my order, what do I do?
Please contact us via the CONTACT US form on the website or email@example.com within 7 working days of receiving the item(s) and we’ll process an exchange for the incorrect item immediately. In the event that stocks are no longer available, store credits/refunds will be issued.
Can I amend my order after I’ve placed it?
Please contact us via the CONTACT US form on the website or firstname.lastname@example.org with your order number for the team to check if your items has been dispatched. We are sorry that if your parcel is dispatched we will not be able to amend your order and exchange policy still applies.
Can I cancel my order after I’ve place it?
Please contact us via the CONTACT US form on the website or email@example.com with your order number and we will evaluate on a case by case basis.
Can I get a refund if the price has changes since I ordered it?
As an established online retailer in Singapore, our prices change accordingly to the current trends, inventory as well as demands from our customers. In this case, we’re afraid we will not be able to provide a refund/store credit for the difference in price.
I’ve bought a gift voucher, can I cancel or return it?
Gift cards are non-exchangeable and non-refundable
Payments, Gift Vouchers, Discount Code & Store Credits
How can I pay for my order?
We accept Internet Banking (IB), ATM Transfers and Paypal payments only. Credit Card payments can be done via Paypal.
For Internal Banking payment, please kindly use your order number as your iBanking nick. We will require submission of your iBanking nick and other payment details for payment to be verified. You will be prompted upon successful checking out of you shopping cart. Payment will be verified within 2 working days. Please note that interbank transfers take 1-2 working days to reflect in our account and hence interbank transfer payments will only be verified after 2 working days.
ATM Transfer Payments: A snapshot of your receipt is required.
Please note that payment and submission of your payment details must be completed within the stipulated timeframe of 12 hours (ibanking) and 1 hour (PayPal). A reminder will be sent only ONCE. Thereafter, the item will be release to the next interested party.
Please note that by adding item(s) into your cart, it does not signify you have successfully purchased the item(s). Item(s) is only secured upon submission of payment.
Our bank account details for bank transfers are: DBS Current 023-904595-2
How do I use my Gift Card to pay for an order?
Your Gift Card will have a code. Kindly key in the code upon checkout.
How can I purchase a Gift Card?
You can purchase a Gift Card through our website
Do you offer paper or non-electronic Gift Cards?
Unfortunately, our Gift Cards are only available online at the moment.
Can I use more than one promo code on my order?
You can only use one promo code per order. Vouchers / store credits / discount codes
How do I use the Gift Cards / store credits / discount codes?
If you have a Gift Card /store credit code/discount code, please input the code before checking out for them to be valid.
No refunds will be made for orders where vouchers/store credit code/discount code are not entered at point of purchase.
The value of every unique voucher/store credit code/discount code has to be utilized within one transaction. As the discount code is only valid for one time use. Balance amount is non-refundable.
Product & Stock
Can you tell me if you’re getting an item back in stock?
Do join the waiting list for any items that are out of stock and you will be notified once backorders are opened or if there any restock.
Where can I find your size guide and care instructions?
You can refer to our sizing page on the website. Otherwise you can contact us via CONTACT US form on the website to double check on your sizing to ensure you do not purchase the wrong size.
Can you give me more information about your products?
If you’d like more information on our products, please feel free to email us at firstname.lastname@example.org.
Do you have a catalogue that I can shop from?
We don’t have a catalogue, but we do have lookbooks which you can shop the collection from. You can refer to our lookbooks on our website
I’m having trouble accessing your website. What should I do?
Firstly, you may need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us.
On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’. Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.
We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.
If you’re still having problems, please email us at email@example.com
I’m having trouble signing into my account.
Please email us at firstname.lastname@example.org and we’ll check on your account.
What should I do if I’m having problems with your mobile site?
Most technical issues can be resolved by clearing your browser’s cache and cookies. If you’re not sure how to clear your mobile browser’s cache and cookies, please see below: iOS – Safari
If you’re using Safari on an iOS device, press the Home button and go to Settings. You’ll see Safari listed with some other apps. Simply select Safari and then select ‘Clear History’ and ‘Clear Cookies and Data’.
Once you’ve done this, simply open up Safari again and go to our website. iOS – Chrome
If you’re using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select ‘Settings’ and then ‘Privacy’ on the next screen. You’ll then see the options to clear your cache and cookies.
Once you’ve done this, simply close and reopen Chrome again and go to our website. Android
If you’re using an Android device, then with your browser open, press the Menu button. Select ‘Clear Browsing Data’ and then ‘Privacy’ on the next screen. You’ll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button
What can I do if I’m not receiving emails from Seira Elves?
There may be a number of reasons why you’re not getting these from us.
Your email software may be marking our emails as junk mail. To stop this from happening, please add email@example.com and firstname.lastname@example.org to your email address book.
Make sure you typed in the correct email address when you signed up with us. Just sign in to your account to check this.
If after this you’re still having trouble, contact us via CONTACT US FORM on the website, giving as much detail as you can about the issue and we will try our best to help.
What benefits entitlement do I have as a customer?
Free SingPost registered Mailing with a minimum spending of $100.