Last updated: 1 February 2026
This Shipping & Delivery Policy explains how orders placed on our website are prepared and delivered. By placing an order, you agree to the terms set out below.
1. Delivery Coverage
At present, we deliver within Singapore only.
Delivery availability, service options, and fees may vary depending on location, order size, and operational capacity. We reserve the right to update delivery coverage from time to time.
2. Order Preparation & Processing
Our products are curated, and some include customisation or personalisation.
Please note:
- Orders require preparation time before dispatch
- Preparation time may vary depending on the items ordered and level of personalisation
- Orders are processed only after payment has been successfully received
Once preparation has begun, changes or cancellations may not be possible.
3. Estimated Delivery Timeframes
Any delivery timeframes shown on our website or communicated to you are estimates only.
While we aim to prepare and dispatch orders as efficiently as possible:
- Delivery timelines are not guaranteed
- Delays may occur due to order volume, customisation requirements, courier schedules, weather, or other circumstances beyond our control
Same-day or next-day delivery is not currently offered but may be introduced in the future.
4. Delivery Services
Delivery is carried out by third-party delivery service providers.
By placing an order, you acknowledge that:
- Delivery services are provided by external couriers
- We do not control courier operations, routes, or schedules
- We are not responsible for delays, loss, or damage caused by the courier after dispatch, except where required by law
We will provide tracking or delivery updates where available.
5. Delivery Address & Recipient Details
Customers are responsible for ensuring that:
- Delivery addresses are accurate and complete
- Recipient details are correct at the time of checkout
We are not responsible for failed deliveries due to incorrect or incomplete information provided by the customer.
If a delivery attempt fails, re-delivery fees may apply.
6. Delivery Completion & Risk
Delivery is considered complete once the order has been delivered to the provided address.
Risk of loss or damage passes to the recipient upon delivery. If delivery is accepted by a recipient, building management, or designated contact, it will be deemed successfully delivered.
7. Gifts & Third-Party Recipients
If you are sending an order as a gift:
- Please ensure recipient details are correct
- Delivery notifications may be sent to the purchaser rather than the recipient
- We are not responsible for recipient availability at the time of delivery
8. Damaged, Missing, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible with:
- Your order number
- A description of the issue
- Clear photographs where applicable
We will review each case and determine the appropriate resolution in line with our Returns & Refunds Policy.
9. Failed or Delayed Deliveries
We are not liable for delivery delays or failures caused by:
- Courier issues
- Recipient unavailability
- Incorrect address details
- Weather conditions
- Events beyond our reasonable control
Where feasible, we will assist in liaising with the delivery provider, but resolution is not guaranteed.
10. Changes to This Policy
We may update this Shipping & Delivery Policy from time to time to reflect operational changes or service updates. The latest version will always be available on our website.
11. Contact Us
If you have questions about shipping or delivery, please contact us at:
Email: hello@heartstringparcels.com