Frequently Asked Questions
Are your items ready to ship?
Our processing time varies from 1-5 working days depends on the product nature.
Processing time is stated in each of the product description, if an order include items with different processing time, the order will only be fulfilled once the item with longest processing time is ready to ship.
How often do you restock sold out items?
While we usually restock items when they are low in stock, there are some slow running or season specific items we only restock once a quarter. If you are looking for some items that's currently on OOS, feel free to drop us a message over Chat or via the Contact Us page to enquire the next restock date.
Do you take custom orders?
Yes, we take custom orders from time to time when capacity allows.
However, custom orders are limited to minor alteration of our existing designs, such as change of colours, addition of name and letters etc. There could be surcharge depends on the type of changes too. Please contact us at hello@atale.co for any custom order enquiry.
Due to capacity constraint we are NOT taking any custom orders of brand new design for now.
I just made an order but changed my mind, can I cancel my order?
Cancellation is only accepted within 6 (SIX) hours from the placement of the order, or before the order has been despatched, whichever is earlier. For cancellation please email us at hello@atale.co with the original order confirmation.
We strong recommend you to consider carefully before you place an order.
How long does it take for my order to arrive?
Local Delivery: We offer door to door delivery via courier locally in Singapore. Delivery takes 2 - 5 business days via our local courier.
International Delivery: International delivery lead-time varies based on the destination, based on our experience, most of the orders arrive within 14 working days from day of shipment.
Unless otherwise stated, we use SingPost as our carrier for international orders. Read here for more details, or you can also reach out to us for assistance via email at hello@atale.co.
How much does shipping cost?
Local Delivery: We charge a fixed rate of $4.5 SGD for local orders. Orders above $80 SGD enjoy complimentary delivery.
International Delivery: International delivery cost varies depends on the weight and destination, all shipping costs are calculated at the checkout.
Am I eligible for returns or an exchange of items?
All orders made are final and non-refundable outside the cancellation window. We would like to assure you that all your orders have gone through quality checks by our partners and our team before being carefully packaged by hand for its journey to you. As such, returns and exchanges will be reviewed strictly on a case by case basis only.
Do note that our products are made with natural wood and textiles and they do carry marks of the nature. When you make an order, you are accepting that products come with a unique grain pattern and naturally-occurring blemishes that are not defects. Any returns or exchanges made on this basis will be kindly rejected.
On the rare occasion that your order arrives damaged, do send us a message via email (hello@atale.co) with image proof and detailed information of the defects within 7 days and we will guide you through the process of exchanging your order. Refunds will only be made if the item is out of stock.
How can I request for return or exchange?
You can fill in the form at the bottom of this page to raise a request for refund and return.
Alternatively send us a message via email (hello@atale.co) with image proof and detailed information of the defects within 7 days