Shipping & Return
ORDER PROCESSING
Orders are typically processed, packed and posted within 1 - 5 business days, with the exception of pre-order items. If there’s pre-order item in an order, the whole order will be put on hold until the pre-order item is ready for dispatch. Should you want your pre-order and ready items to be dispatched separately, please email us at hello@atale.co, however, additional postage fee may apply.
LOCAL (SINGAPORE) SHIPPING
We offers door-to-door delivery on all orders within Singapore with a flat rate of $4.5 per order. Once your parcel has been shipped out, it will take 2 - 5 working days for it to reach you.
Free letterbox delivery option available only for selected items that fits into standard letterbox.
INTERNATIONAL SHIPPING
Due to the complexity of global taxation and packaging requirements, our online shop ships to selected destination only. Click here for the details about international orders and shipping 🙂
ORDER CANCELLATION
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.
RETURN & EXCHANGE
We want you to fall in love with your shopping experience with us at Atale and making you happy brings us so much joy! Our wish is for you to be happy with the items you have chosen, and we’ll always work hard to find a solution for our wonderful customers.
Due to the business nature, 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 (for local orders) and we will guide you through the process of exchanging your order. Refunds will be made if the item is out of stock.
We recommend checking on all items immediately upon delivery of your order to ensure you’re able to get in touch with us if you wish to return an item within the return window.
All items must be returned in the condition that you received them in order to be eligible for refund. Please email us at hello@atale.co BEFORE returning your package for more return/exchange information.
HOW TO RETURN YOUR ITEMS FOR AN EXCHANGE:
1. Contact us by email or using our contact form within 3 days (for local orders) from the date of dispatch. Please include your full name, order number and the item you are wishing to return.
Subject Line: Please use “RETURN #*your order number*” as the subject line.
Please do not DM us on Instagram with order enquiries as it is very difficult to keep track of all of them.
Once we have accepted your return request and providing it meets our protocols above, we will email you our return shipping address.
2. Please carefully re-package all items we sent to you and ensure all items are safe and well protected inside. You may use your own box if required. Please ensure the package is firmly sealed prior to sending.
3. Please include a note inside your parcel with your full name, order number, return/exchange request and your return address.
4. Please lodge your parcel at your nearest post office. We strongly recommend you pay for tracked shipping, as we do not accept any responsibility if your returns get lost in transit. Please keep your tracking number somewhere safe in case you need to track its whereabouts.
Once we have received your returned item, in the condition you received, you will be issued with an exchange for the purchase. We aim to ship you the new item(s) within 14 days of receiving the returned item.
If the purchased item(s) is out of stock, a refund will be issued to the original payment method. Please note: If you have purchased your item with a discount code, you will be refunded the exact value you paid for your item.
Please keep in mind that all of our items are handmade and may have slight natural, human variation on each pair or item. This is the beauty in purchasing a natural, handmade product – no two items will ever be identical and what a magical thing that is!