FAQ

ORDERS

IN-STOCK

 

What is in-stock?

In-stock here at DEKOREA means that you are placing an order for an item that is available to be delivered and shipped to you within 1 - 3 working days of you placing your order.

 

PRE-ORDER

 

What is a pre-order?

A pre-order here at DEKOREA means that you are placing an order for an item that is not readily available for direct purchase online and in-store.

 

When do I pay for my pre-order?

You will have to pay for your pre-order at the time that an order is placed.

 

What happens if I would like to combine both a pre-order & in-stock order in one receipt?

If you place an instock order together with a pre-order item under a single receipt, all items will be dispatched out together once your pre-order item arrives. If you would like to receive your in-stock items first, please kindly place a separate order.

 

When will my pre-order be dispatched?

When we offer an item for pre-order, we do our ultimate best to estimate when we will have the product in stock. Unfortunately, there are few variables such as delays with our suppliers, customs clearances that may affect our estimated date. With this, it's unfortunate that we won't be able to have a promised and guaranteed arrival date.

Once the stock arrives at our dispatch centre, it may take 24 to 48 hours for us to process and fulfill all orders.

 

Can I cancel my pre-order?

We regret to inform that no cancellations and refunds can be made for a pre-order item that has been paid for.

 

Note:

When you place a pre-order please take note of the following:

• Please kindly take note of the arrival date of your pre-order item.
• Payment has to be made once you place a pre-order.
• The estimated arrival dates are just estimates. We cannot guarantee that the item will be in stock at that point. Delays with our suppliers and customs may at times occur.
• The estimated arrival date is when we expect it to arrive at our dispatch centre.
• The estimated time for delivery is only in effect once your order has been shipped from our warehouse, and is just an estimate of when it will be delivered.
• To save you on shipping costs, we do not split ship pre-orders and instock orders. If you do not want your entire order held for all stocks to arrive, please place two separate orders.

 

PAYMENTS

 

Credit Card – Paypal

We accept payment via Paypal Express Checkout and Stripe, which will be displayed at checkout. Cards accepted are Visa, Mastercard, American Express, Discover, JCB, Diner's Club and En Route.

 

ORDER CANCELLATIONS / EXCHANGES / REFUNDS

 

Can I cancel my order once I've placed an order?

We regret to inform that we do not accept order cancellations once an order has been placed.

 

Can I change my order once I've placed an order?

We regret to inform that we do not accept order changes, as all orders are processed once we receive an order.

 

Do you provide refunds?

We regret to inform that we do not provide refunds for orders and purchases made online.

 

Do you provide exchanges?

We are most happy to offer exchanges for in-stock items if the following conditions below are met.

 

We regret to inform that we do not offer exchanges for pre-order items.

1. For purchases made online : An e-receipt is presented.
2. Product is in its original packaging and is not defective due to usage or mishandling.
3. You are making an exchange for an item of same or higher value - of which the difference will have to be paid.
4. We do not offer refunds for exchanges if you are opting for an item of lower value.

 

What happens if my item is defective?

Only items that are defective and shipped from us will qualify for an exchange - upon inspection and once returned.

This would only be applicable if the defects are due to faults in manufacturing processes.

Should the defect be due to human errors, a fee will be imposed for us to fix / replace the defect - upon inspection.

Customers have 2 days from the date of receipt / date of receiving the item to inform us of the defects via email at info@dekorea.com.sg

If a customer fails to inform us within 3 days, we reserve the right to decline exchanges.

To complete your exchange, we would require you to send the defective item via postage.

If you are sending it back to us via postage, please be sure to include the following in your postage as well. Please kindly drop us an email at info@dekorea.com.sg for the return address.

1. Name ( First & Last )
2. Contact Number
3. For purchases made online : A copy of your order receipt with your order ID (XXXX).
4. For purchases made in-store : A copy of your Cash / Bank transaction receipt.
5. Reason for exchange.

 

Note:

Customers will have to bear the cost of postage or shipping to us. Once your defective item is received and inspected, we will send you an email to notify you that we have received your defective item. We will also notify you of the approval or rejection of your exchange.

If you have purchased an item that is deemed to be expensive, we would highly recommend kindly delivering and shipping it back to us via a trackable shipping service with a provided tracking number. Plus Minus will not be held responsible for any lost parcel during shipment in transit, if the parcel was sent back via a non-trackable shipping service.

 

SHIPPING

LOCAL SHIPPING (WITHIN SINGAPORE)

For all orders within Singapore, orders will be mailed out via Singpost's Registered / Smartpac Postage at a flat rate fee of SGD$5 or Normal Postage at no additional charge.

 

Normal Postage

Normal Postage will be provided at an additional $2 on top of your purchase.

There will be no tracking number that will be provided for the Normal Postage option.

Please note: As normal postages are non-trackable, we regret to inform that DEKOREA will not be liable for any lost Normal Postage parcels during transit to you. As such, we will not bear the costs of a partial / full refund for your order to you should your parcel get lost during transit. We recommend all customers to opt for our Registered Postage option, to prevent any lost postages as all Registered Postages come with a tracking number.

Please kindly allow an additional 1 - 5 working days for your parcel to reach you.

 

Registered Postage

Registered Postage will be an additional $5 on top of your purchase. 

A tracking number of up to 9 digits ( RCXXXXXXXXXSG ) or ( SMXXXXXXXXX ) will be provided for all Registered / Smartpac Postage parcels, that can be tracked on Singpost's website at www.singpost.com.

Please kindly allow an additional 1 - 3 working days for your parcel to reach you.

 

WORLDWIDE SHIPPING (OUTSIDE SINGAPORE)

 

Worldwide Registered Postage

International Shipping ( Outside Singapore For all orders throughout the world, all parcels will be mailed out via Singpost's Worldwide Postage, at a fee of SGD$10 - SGD$50 depending on the context of your country.

A tracking number (RRXXXXXXXXXSG) will be provided for every order via an automated email system once the item has been shipped out accordingly.

Please kindly allow 3 - 14 working days for your parcel to reach your destination.

 

When will my order be shipped?

In-Stock:

For in stock orders made on the website, please kindly allow 1 - 3 working days ( from the date of your purchase ) to be dispatched out to you.

 

Pre-Order:

For pre-order orders placed, please kindly allow 1 - 3 working days ( from the date of your pre-order arrival ) to be dispatched out to you.

To check on pre-order arrival dates, please kindly chat with us on the live chat function to check on the estimated arrival date.

 

My order was sent out via Singpost's Registered Local Normal / Registered:

If your order was sent out via SingPost, your delivery will be made anytime within 1 - 3 working days ( Registered Postage )  1 - 5 working days ( Normal Postage )  of you receiving your tracking number.

Please note that with SingPost deliveries, preferred delivery timing slots are not available.

Prior delivery calls by the delivery man are not available. Re-delivery is also not available.

Orders will be sent anytime between 9am - 6pm during weekdays.

To ensure a successful and fuss free delivery, please be sure to provide us with an address that you will be at during the delivery.

Normal Postage / Registered Postage:

If no one was present when a delivery was made via SingPost, a notice slip will be left at your doorstep to advise you on how and where your parcel can be collected from.

 

My order was sent out via Singpost's Registered Worldwide Postage:

If your order was sent out via Singpost's Registered Worldwide Postage, your parcel will be forwarded to your local post office once it leaves Singapore. Please be sure to check your tracking status for updates.

Your delivery will be made anytime within 3 - 10 working days of you receiving your tracking number, and depending on the context of your country.

Please note that with Singpost deliveries, preferred delivery timing slots are not available.

Re-delivery is not available.

To ensure a successful and fuss free delivery, please be sure to provide us with an address that you will be at during the delivery.

If you happen to not be home when a delivery was made via your local delivery man, please kindly give your local delivery post office a call and provided them with your provided tracking number.

Should there be any problems with your shipping or delivery, DEKOREA will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. If you have however already received your order and find that it is damaged, please kindly email us at info@dekorea.com.sg

 

Can I request for a proof of delivery?

At DEKOREA, we keep all records of parcels sent.

 

To request for a proof delivery or picture screenshot of your parcel and products sent, please kindly drop us an email at info@dekorea.com.sg with the following details below.

1. Name
2. Order ID
3. Email Subject: Request For Proof of Delivery

 

This will only be based on personal request. Please kindly allow 24 hours for your correspondence and enquiry to be replied to.

 

My parcel was returned. Will I need to pay for re-delivery?

Yes. If a parcel is returned due to the following reasons listed below, we will require payment for the second delivery.

1. Incomplete address
2. Wrong address
3. Unsuccessful collection at the post office

 

Normal Postage will be charged at a flat rate charge of $3.90 and Registered Postage at $4.90.