Undeliverable Packages

Occasionally, packages are returned to us as undeliverable. As we can't re-ship orders that have been returned to us, when a carrier returns a package as undeliverable we'll issue you a full refund, including the delivery costs.

If you would still like to purchase the items in a package that has been returned to us as ‘undeliverable’, you will need to place a new order.

A package might be returned as undeliverable for several reasons:

Incorrect address. If the address is incorrect or outdated, the package will typically be returned to us by the carrier or the unintended recipient. Please double-check the address carefully when placing your order. For more information about adding, editing and deleting addresses from your Address Book, see Add & Manage Addresses.

Incorrect address format. If our system does not recognise the way an address was entered, the package may be assigned to a carrier that cannot deliver to that address.

Failed delivery attempts. Most of our carriers will make more than one attempt to deliver a package. Packages that contain more than S$400 of merchandise will always require a signature. For more details, visit our help page on Sign for an Order. If the carrier cannot successfully deliver your package, it will be returned to us.

Refused by recipient. A gift recipient who is not expecting a gift may refuse a package if they believe it is being delivered to them by mistake. If this happens, we will refund the gift purchaser and let them know by email. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.

Illegible address. In rare cases, address labels may become impossible to read in transit. If that happens, a carrier will return the package to us.

Damaged in transit. If a package is damaged while on its way to you, the carrier may return it without attempting delivery.

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