Frequently Asked Questions
Account & Orders
Creating an account with us would enable you to track your orders and view records of past orders made with us. Registration can be made before shopping or upon checking out at the shopping cart page. Alternatively, you may also opt to checkout as a guest for greater convenience. Kindly note that by checking out as guest, your information will not be retained for future purchases.
Creating an account with us will allow you to:
- Enjoy a one-time S$5 welcome discount on your purchase.
- View your order status and keep track of past purchases.
- Save your favourite items under your wishlist.
- Have your information and delivery address retained for the ease of future purchases.
We process our orders as soon as you place it for you to receive your items as quickly as possible. In the event that you have any modification requests, please contact us via email email@example.com as soon as possible after placing your order.
We cannot guarantee that we will be able to modify your order should it have been stamped or dispatched, but we will try our best to accommodate all requests.
For products that are sold out, please find the ‘Notify Me When Available’ button on the product page of our website and add your email address to the Waitlist. Once the product is back in stock, you will be contacted via email.
We will try to accommodate your request of expediting the preparation of your order but for standard local delivery, it will still take 2– 5 business days for your order to reach you.
Do feel free to opt for the express delivery option should you require the gift urgently. Alternatively, you may proceed to our Ateliers as same-day collection is available for in-store purchases.
Payment can be made online via credit card, PayNow, PayPal, or AliPay.
Should you face any difficulties processing payment, please email us with your order number at firstname.lastname@example.org and we will get in touch with you as soon as we can during office hours*.
*Our office hours are from Monday to Friday, 9.00am to 6.00pm, excluding public holidays.
Name personalisation services will only be carried out on Bynd Artisan items only.
For orders placed in-stores, customisation of a notebook will take about 20-30 minutes, depending on the order queue situation in that particular store.
[Standard Delivery, within 5 business days - excludes Sat, Sun & PHs]
Standard delivery is free of charge for local online orders above SGD60. Additional SGD5 for orders below SGD60.*
*The Dwell Collection — Standard local delivery charge of SGD 25.00 per location applies.
As we work with external logistical partners, we are not able to confirm on the exact date of delivery. However, your tracking number will be sent to you via email once your parcel has been dispatched. The courier will deliver the parcel within 5 business days* after it has been processed for delivery.
[Express Courier, within 1-2 business days, SGD 20.00]
[Priority Express Courier, same business day, order before 1pm SGT, SGD 30.00]
As we work with external logistical partners, we are not able to confirm on the exact date of delivery. However, your tracking number will be sent to you via email once your parcel has been dispatched. The courier will deliver the parcel the same/next business day* after it has been processed for delivery.
*Business days refer to Monday - Friday only (excluding public holidays).
Please note that the shipping time frames are approximate and unfortunately cannot be guaranteed. Orders placed after 12pm on Friday or the weekend will be processed the following business day. The delivery window may be extended during peak and festive seasons i.e. Christmas and Chinese New Year. Kindly only place order if delivery window of 7 - 10 business days is acceptable.
Overseas delivery is free of charge for orders above SGD 500.00.
All overseas orders will be dispatched via DHL Worldwide Express. The delivery cost will be reflected in the check-out page during the check-out process. Your tracking number will be sent to you once your parcel has been dispatched. After which, kindly allow 3 to 7 business days* for your order to reach your shipping address. Please note that orders are not shipped on weekends or public holidays.
Once the order reaches your country, it may take several days for your shipment to be cleared through customs. Customs clearance varies by country and is at the discretion of the customs agency in the destination country.
We will, to our reasonable efforts, ship your order according to the estimated delivery time provided, but are unable to guarantee that the order will be delivered within this time frame. Estimated delivery time may vary or change due to circumstances beyond our control. Bynd Artisan will not be liable for any delay or inability to deliver your order within the estimated time frame.
Risk & Title of your goods passes to you on the date and time of delivery of your order to our nominated shipping agents. It is the responsibility of the customer to notify Bynd Artisan of any change in delivery address.
If you have not received your order after the estimated delivery time, please contact us. You can track the delivery status of your order by logging in to your account.
*Business days refer to Monday - Friday only (excluding public holidays).
The international shipping charge is exclusive of customs duties/taxes, which may be charged separately by the carrier. All applicable customs fees, taxes and duties will be borne by the customer.
Customs authorities require that we declare the value of your order on your package. It is the sole discretion of the custom agents to release your package.
In the event that you have yet to receive your package after the expected delivery date, you can log in to your account to check the status of your order and track the shipment. Tracking details are available and sent out via a shipment confirmation email once your items have been dispatched from us. If you have opted for guest checkout, you may track your order via the online tracking system of the designated courier company as indicated in the shipment confirmation email.
For further assistance, please drop us an email at email@example.com.
Exchange & Returns
If you received a defective/incorrect item, please email our Customer Service Team at firstname.lastname@example.org. A picture of defective/incorrect item is required for us to process the exchange.
All exchanges made through the online store are to be sent to the following address:
Bynd Artisan Pte Ltd
37 Jalan Pemimpin
Please also provide an image of Certificate of Postage (COP)/ Registered Article (RA) tracking receipt or DHL Airway Bill number within 14 working days from the date the parcel was delivered.
Alternatively, you can drop it off at our Ateliers.
An exchange under “Defective or Incorrect Item Received”* can only be performed for a product of the same colour and size but is subject to availability. In the situation that the item is out of stock, Bynd Artisan will refund full amount through a promo code.
Bynd Artisan does not accept any exchange of standard merchandise (i.e. non-customised/personalised) that does not fall under “Defective or Incorrect Item Received”.
Bynd Artisan is only liable for an exchange when item is purchased directly from Bynd Artisan. Any merchandise purchased from a third party is not entitled to an exchange under our policy.
*An exchange is only valid for items in its original condition (non-customised/personalised, unused, unworn and complete) and packaging (without any postage labels). For garments and clothing, there may be a variance of 0.5 – 1inch in measurements provided and this does not constitute as a defect. In the case that aforementioned requirements are not met, the exchange will be rejected.
All sales are strictly final - kindly check through your cart before checking out and making payment.
Bynd Artisan does not accept returns or offer refunds of standard merchandise (i.e. non-customised/personalised) that do not fall under “Defective or Incorrect Item Received”. All customised/personalised and non-customised/non-personalised orders are strictly non-exchangeable, non-returnable and non-refundable. Please review your order carefully before confirming.
Workshops registered online are strictly non-exchangeable/non-refundable at any point.
In case of last minute rescheduling, kindly drop us an email or call at least 4 hours before start of session. Kindly note that we only accept a one-time rescheduling. We will not be extending the option of rescheduling to participants who did not inform us of no show prior to start of session.
Items on sale, promotion or discount are strictly non-refundable and non-exchangeable. This also applies to orders which make use of promo codes.
Yes, our discount for bulk orders start from 10 pcs. Kindly get in touch with us at email@example.com and we will get back to you as soon as we can.
No MOQ (minimal order quantity) is required if you are just looking to have your corporate logo personalised on our ready-made gifts (items as seen on our webstore). However, it is advisable to commit to a quantity of at least 30 pcs to enjoy higher costs savings.
For ready-made gifts which require an additional corporate logo, the production lead time ranges between approx. 2 - 3 weeks. For fully bespoke corporate gifts, the production lead time ranges between approx. 45 - 75 days.