Shipping & Returns

SHIPPING POLICY

READY-STOCK AND CUSTOM ORDERS

  • Ready-stock orders will be processed within 3-5 working days (excluding weekends and public holidays) from the time we receive your payment.

  • Depending on the complexity of a custom artwork, the lead time ranges from 5 working days to 3 weeks. The timeline will be communicated directly with customers.

  • Please allow an additional 2-4 working days for normal mail and courier services.

  • Any specific launch timelines during festive sales, delays or scheduled long breaks will be communicated either through social media or directly to buyers.

  • Expedite fees will apply for any urgent orders. Please email heartstringsincolours@gmail.com should you need urgent orders and we will review the request.

DELIVERY WITHIN SINGAPORE

  • Do ensure that the address provided is accurate. Incorrect/incomplete addresses may result in lost or delayed mail or delivery, 

  • Re-delivery of packages is applicable for courier service only, and will be subject to additional courier charges which will be borne by the customer. 

  • A standard rate of $2 will apply for normal mail per address. This applies for orders with a maximum of 4 prints only. Please note that normal mail is not trackable.

  • A standard rate of $5 will apply for courier services per address. This is compulsory for all framed orders with gift box, or orders above 4 prints.

  • Free courier shipping is available for orders above $80.

  • Please note that Heartstrings In Colours will not be held liable for any delays or lost of parcels should customers provide incorrect or incomplete addresses, or select non-trackable normal mail shipping option.

  • Delivery is unavailable to P.O Box areas, hotels and restricted areas e.g. Changi Airport, Cargo Complex, Alps Avenue, PSA Terminal, Army Camps (CMPB, Gombak Base, Airbase, Naval Base, Police HQ, Prison Complex, Police Coast Guard Base, Woodlands & Tuas Checkpoints, Jurong Island) and island areas e.g. Pulau Ubin, Pulau Tekong, Southern Island and Lazarus Island.

INTERNATIONAL ORDERS & SHIPPING

  • Due to the fragile nature of our glass frames, international orders are not available for framed art orders.

  • For applicable international orders, please proceed with "Manual Payment" option. A PayPal request will be sent when the total cost is confirmed and agreed with the customer.

  • Depending on the order quantity and country zone, shipping rates will vary significantly. Please refer to https://www.singpost.com/postage-rate for reference.

  • Please note that tracking and the related cost will be included for all international orders.

RETURN & EXCHANGE POLICY

All sales are final upon payment and strictly no refunds are allowed. 

 

For customised artworks:

  • All requirements and references have to be clearly indicated in the request form. Any elements of the artwork not defined by the customer will be subjected to the artist's creative freedom.

  • Up to 3 revisions are allowed for the sketch. The artwork is deemed confirmed once the sketch is approved or by the 3rd revision / 4th draft.

  • Due to the nature of the handpainted art, no further changes can be made once it is painted.

 

A replacement is allowed only if you have received an incorrect or defective item. For frame damages, a replacement will only be made for the frame. Please take a photo of the product with the defect clearly shown, and email the photo to heartstringsincolours@gmail.com within 2 working days upon receipt, or 4 working days from courier service pick-up or normal mail postage, whichever is earlier. Please note that we will not entertain any requests beyond that deadline. Kindly allow us 3-5 working days to review the issue. Once the issue has been verified, either a replacement or credits will be offered.

Please note that Heartstrings In Colours will not be liable for:

  • any loss or delay of item due to incorrect or incomplete address

  • damage caused by accident, neglect or misuse

  • any fading of the artwork due to improper storage

CHANGES TO NOTICES

We may revise the above Notices from time to time without any prior notice. You may determine if any such revision has taken place by referring to the date on which this Notice was last updated. Your continued use of our services constitutes your acknowledgement and acceptance of such changes.

Effective date : 01/11/2021

Last updated : 01/11/2021