FAQ
A simple guide to help make your gifting experience smooth like butter.
We accept all major debit and credit cards through our secure checkout.
All payments are securely processed by trusted payment providers, and your full card details are never stored on our website.
After placing your order, you’ll receive an order confirmation email with a secure personalisation link.
Simply complete the Order Details Form to:
- Write your personalised message(s)
- Upload your photos (where applicable)
To avoid delays, we recommend submitting your personalisation details as soon as possible.
Yes.
If you’ve ordered more than one personalised gift set, your Order Details Form will allow you to enter different messages and upload different photos for each recipient.
Absolutely.
Simply enter your own details under Billing, and your recipient’s details under Shipping during checkout.
We’ll prepare your parcel without including prices or invoices, so it’s ready to be gifted.
No.
Prices and invoices are never included inside your parcel. Your payment confirmation is sent to your email only, making every parcel gift-ready.
Yes.
We won’t include any pricing information inside your parcel. If you’d like your recipient to know who the gift is from, simply include your name in your personalised message.
Yes.
We’d be delighted to help with corporate gifting, employee appreciation, client gifts, weddings, events, and other special occasions.
Please visit our Contact Us page and we’ll be happy to discuss customisation options, quantities, timelines, and delivery arrangements.
We currently offer free tracked islandwide delivery within Singapore.
At the moment, we are unable to deliver to P.O. Boxes, army camps, hotels, or most offshore islands.
Orders begin processing once we’ve received both your payment and completed personalisation details.
As every parcel is carefully hand-prepared, processing times may vary depending on the product and season. You’ll receive a shipping confirmation email once your parcel has been dispatched.
Once your parcel has been shipped, we’ll email you a tracking number.
You can use this tracking number on Ninja Van’s website to follow your parcel throughout its journey.
If delivery isn’t successful, the courier will usually contact you via phone or SMS to arrange another delivery attempt.
If your parcel is sent via registered mail, collection instructions will be provided by the courier.
If the courier is unable to complete delivery, they’ll first contact you to verify your delivery details.
The courier may make up to three delivery attempts before returning the parcel.
As our gift sets are prepared shortly after an order is placed, we’re generally unable to change or cancel confirmed orders.
If you’ve made a mistake, please contact us as soon as possible. While we can’t guarantee changes, we’ll always do our best to help.
As each Heartstring Parcel is thoughtfully prepared to order, and many of our products are personalised, we aren’t able to accept returns or exchanges for change of mind.
If your parcel arrives damaged, incorrect, or with missing items, please contact us within 2 days of delivery and we’ll work with you to make things right.
We’re so sorry about that.
Please contact us within 2 days of receiving your parcel and include:
- Your order number
- A brief description of the issue
- Clear photos of the parcel, items received, and any packaging (where applicable)
Once we’ve reviewed your request, we’ll arrange a replacement, send any missing items, or provide another suitable solution.
Please contact us within 2 days of delivery with your order number and clear photos of the damaged parcel and its contents.
We’ll review your request promptly and work with you on the most appropriate solution.
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