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FAQ

Ordering

Do I need to have an account to start purchasing?

No, you do not! However, we strongly encourage you to register with us so we can notify you of the latest products and promotions!

Can I amend or cancel my order after confirming it?

Once we receive your order, we strive to ship it to you quickly! Therefore, we regret that it is not possible for us to change or cancel your order once it has been placed and confirmed. Before you process your order and payment, do make a quick check to ensure everything is in order and to your satisfaction. 

I have a discount code, how can I use it in paying for my orders?

Simply key in the voucher code at the field Discount Code in your Shopping Cart page before proceeding on to check out.

Please note we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure all information is correct before confirming your purchase.

Payment

How do I pay for my order?

Currently, we only accept payment made via PayPal.

Do I need a PayPal account in order to purchase items?

No, you can opt to pay by credit/debit cards without having a PayPal account.

When you are redirected to the PayPal payment page, you will be presented with two options :

(1) Pay using credit card (shown on the left side of the page), and

(2) Log in to PayPal account.

Just choose your preferred payment method!

Shipping

Is there a delivery charge?

Singapore orders : Delivery is free for all orders S$100 and above. For orders below S$100, there is a flat S$10 courier fee for delivery within Singapore.

Overseas orders : Delivery is free for all orders S$100 and above. For orders below S$100, there is a flat S$20 courier fee.

How long does it take for my order to reach me?

Orders placed after 6pm will be processed the following working day. For Singapore orders, it will take 3 to 5 working days for the parcels to reach you.

Will I be given a tracking number?

Yes, all confirmed orders will be given a tracking number.

How are my orders shipped?

Singapore orders will be sent via Ta-Q-Bin or SingPost

Overseas orders will be sent via Fedex.

Who pays for duties/ taxes and import charges?

Your order may be subjected to sales tax, import duties and/or other taxes which are levied once your package reaches your country. We ship your package DDU, “delivered duties (and taxes) unpaid”. If you do incur these additional charges, they must be rendered by you in order for your package to clear customs. For more information regarding your country’s custom policies, please contact your local customs office.

For orders with delivery within Singapore, prices listed are already inclusive of the prevailing Goods and Service Tax.   

In the event that your order is returned to us due to incorrect delivery address provided by you, or if left unclaimed, the full postage cost of re-delivery will have to be borne by you. To avoid delays, please ensure that a representative is available at the stipulated delivery address to sign for your package.

Returns & Exchanges

I’ve purchased the wrong size/colour!

Please contact us at customerservice@innovatez.com with your order number and product exchange information within 7 days of receiving the order. All returns must be in brand new, unworn and in their original purchase condition, including original packaging, manufacturer’s information, manual, hang-tags etc. We reserve the rights to reject any items that are deemed not to be in their original purchase condition. Please note that return postages/delivery fees are to be borne by the customer.

I’ve received the wrong item!

We apologize if we had sent you an incorrect item. Please drop an email to enquiry@innovatez.com with your order number and we will contact you as soon as possible.

The colour is not what I expected!

Please note that the actual colour of the product you see will depend on your computer system and we cannot guarantee that your computer will accurately display such colours. Certain weights, measures and similar descriptions are approximate and are provided for convenience purposes only.

How about warranty?

Within 180 days of the original date of purchase, Innovatez will repair or replace any item that is defective. A refund (full or partial depending on the circumstances) may be offered in case repair or replacement is deemed not possible by Innovatez. Please bear in mind that this does not include damages to the product caused by wear and tear, improper usage and improper storage of the product. If you think your product is defective, pleases write in to customerservice@innovatez.com. Do note that all return postages/delivery fees are to be borne by the customers.

Updated Mar 2017