About 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'd still like to purchase the items in a package that's been returned to us as "undeliverable", you'll 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 If the address is incorrect or outdated, the package will typically be returned to us by the carrier or the unintended recipient.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 doesn't recognise the way an address was entered, the package may be assigned to a carrier that can't 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 can't successfully deliver your package, it will be returned to us.

Refused by recipient. A gift recipient who isn't expecting a gift may refuse a package if they believe it's being delivered to them by mistake. If this happens, we'll refund the gift purchaser and let them know by e-mail. 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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