Shipping & Return
ORDER PROCESSING
Orders are typically processed, packed and posted within three (3) 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 per order. Once your parcel has been shipped out, it will takes 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 🙂
RETURN
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.
If you’re not satisfied with your purchase of your items, we’ll gladly accept your item/s back for return within 7 days (for local orders) from the date of dispatch if it is unused and undamaged with tags and free gifts (if any) still attached. Returns found to be otherwise will be returned back to you at your expense.
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.
The return cost of all items are the responsibility of the purchaser and all shipping costs are non-refundable. Shipping rates for a small business can be quite costly and we thank you so much for your understanding with this.
HOW TO RETURN YOUR ITEMS FOR A REFUND:
1. Contact us by email or using our contact form within 7 days 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 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. Please be advised that if items are damaged in transit, their return may be refused.
3. Please include a note inside your parcel with your full name, order number, return/exchange request and your return address. The cost of return shipping is the responsibility of the purchaser.
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 a new/unused condition, you will be issued with a refund for the purchase. We aim to refund you within 14 days of receiving the returned item to the payment method you used during checkout.
Please note: If you have purchased your item with a discount code, you will be refunded the exact value you paid for your item.
Currently we do not accept exchange.
FAULTY ITEMS
We quality check every item that is packed and shipped out and have a strict quality control procedure. If for some reason you think you have received a faulty item, please contact us within 3 business days of receiving your item so that we can discuss the fault and offer you a resolution. 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!