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CUSTOMER SERVICE




FAQ


HOW TO SHOP
-HOW DO I PLACE AN ORDER- 


1) Fill up the order form
2) After you have submitted your order, we will manually send an invoice to your email within 24 hours.
3) Payment has to be in within 24 hours or before the spree closes.
4) Once payment has been verified, you will receive a confirmation email from us within 24 working hours. 
5) We'll mass update everyone after spree closed.


We'll verify your payment and send you an email within 24 hours.

HOW LONG DOES IT TAKE FOR THE ITEMS TO REACH ME?
Your order will take about 2 to 3 weeks excluding Sundays and Public Holidays for your orders to reach Singapore. In the event that there is a delay in the shipment, we will inform you of a more realistic delivery date. Delivery date largely depends stock availability and shipment period. Please allow the maximum number of days for delivery. We really seek your understanding in this.

CAN I MEET YOU UP TO COLLECT MY ORDERED ITEMS?
We do provide mass meet up once a week / fortnight. We will inform you about the time / date
when the item arrived.

CAN I AMEND MY ORDER?
Once an order has been placed and paid for, we're unable to modify the order items or cancel it.

SHIPPING
Normal postage/ Normal postage with Certificate of Posting/ Registered Postage/ Mass meet up/ A.M. mail for apparels.

SIZE MATTERS

Size 35 ------- 215 - 225mm
Size 36 ------- 226 - 230mm
Size 37 -------- 231 -235mm
Size 38 -------- 236 - 240mm
Size 39 -------- 241 - 245mm
Size 40 -------- 246 - 250mm

Recommendation -
If you're a half size, opt for 1 size bigger. ( i.e. 38.5 take 39 )
HOW MUCH IS THE POSTAGE CHARGES?

Prices are all not inclusive of local postage.
Amount to top-up would be advised based on the actual weight after your order arrived.
Normal postage will range from $1.50 - $2.55
For registered postage, an additional fee of $2.24 on top of normal postage will be charged by Singpost.



Terms and Conditions


Shipping


Shipping options:


Normal Postage

·        Usually arrives within 3-7 business days.
·        Not trackable by us, we are not to be held responsible for lost mail via Normal Postage. We will, however, ensure that your item(s) is packed safely and securely and sent out on time.


Registered Postage

·        Usually arrives within 3-7 business days.
·        A tracking number will be provided and you will be able to track the status of your parcel here on the Singpost website with the provided tracking number.

Meet up

·        Usually on weekend / Friday
·        Location varies, west – town area only
·        Only one mass meet up will be provided for every batch, no other location / timing.

Delivery Time Estimate

To estimate when a package will be delivered, the following should be considered:
·        The method of delivery chosen
 (please refer to Shipping Options of estimate shipping time)
·        Orders with Out of Stock item(s), may take an additional 2 to 5 business days to process and ship.


Parcel Status
Once your order has been processed and shipped, an email containing the tracking number will be sent to your registered email.

Ordering
Simply fill in the “Order Form” in the “Order” tab. Once your order is confirmed, you will receive an email confirmation from us on the payment and verification process.
Postage fee will be collected in the second payment.

General
As we continue to develop our website, we may from time to time, modify, alter or update these Terms and Conditions. Your use of our Web sites following any such change constitutes your agreement to follow and be bound by the Terms and Conditions as changed. We therefore encourage you to refer to these Terms and Conditions on an on-going basis.

Colors, Sizes and Measurements
We made every effort to display as accurately as possible the colors, sizes and measurements of our products that appear at the web sites. However, since the actual color you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate. We make all effort to ensure that what you see will be what you get but we cannot be held liable for any discrepancies in sizes and measurements provided in the website.

Recommendation of sizes are done on the basis of past experiences and customers' feedback, they are solely for reference purposes and do not necessarily represent the official size standards. Due to variation of individual’s feet shapes and personal preferences, we cannot guarantee the greatest correct or most suitable sizes for all. Hence, final decision of item sizes to adopt will still lies in the buyer herself. Do note that the comfort of the shoes is dependent on a mixture of variables like cutting, size and heel height etc. Shoes of same size but different cutting may not necessarily give the same level of comfort.

Terms of Sale
By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to Singapore and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed. We reserve the right to void any amount of order(s) once the item is out of stock.

Whilst we try and ensure that all details, descriptions and prices which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

Upon receiving your order we carry out a standard verification check on your payment to ensure there are sufficient funds to fulfil the transaction. Goods will not be ordered and dispatched until this verification check has been completed.
All items listed on the website are brand new. Neither exchange of goods, or refunds will be made in any case as we do strict checks to ensure all items are fit to be worn before dispatching them to you. Upon delivery, you will become the owner and we will not be liable for any loss or subsequent damage. Requests for exchange/replacement for items that are damaged till to wear and tear or deliberate damages would not be entertained. We will therefore not be responsible of any defective items.
Exchange/replacement would be provided if the items have serious quality issues. Serious quality issues are irregularity in either sides of item sizes, broken straps or buckles, off-threading, broken heels and cracked soles. Glue odour, minor glue stains, blistering due to wrong sizes selected, irregular suture and scratches or markings which are not clearly distinguishable within 1.5 metres away from our naked eyes do not attribute to quality issues.

Any items with serious quality issues should be reported within 24 hours upon receiving them. Exchange/replacement for items with serious quality issues would strictly follow the same model, same size and same color of the faulty item unless otherwise stated by us.
Last Updated on Monday, 30 April 2012

Contact us:

For pre-order / general enquiry - 
strayedheartlj@gmail.com

For international orders / after sales enquiry - 
strayedhearthelp@gmail.com