Shipping, Policies & Returns

Processing Times: 

The time we need to prepare an order for shipping varies, please allow 2 - 5 working days for your orders to be shipped. This is how long it takes us to process, pack & post your order. 

Tracking: 

All shipping, Domestic & International, is tracked. You will be automatically sent a tracking number when your order is fulfilled.

Singapore Domestic Delivery: Free local delivery via courier   

SecretAyu ships locally with reliable courier shipping company. Delivery times range from 1-4 business days. Shipping costs are calculated at checkout.

Note:

  • We only ship to confirmed order addresses.
  • We do not ship to PO.BOX
  • Service transit time is provided by the carrier & excludes weekends & holidays. Transit time may vary, particularly during the holiday season.
  • We do not deliver to delivery restricted areas, such as Changi Airport, Jurong Island, Sentosa, 2 Alps Ave in Singapore
  • We are not liable for lost packages or postal service delays.
  • We will not be responsible for any orders delivered to the incorrect address provided.

International Delivery: Standard and Express shipping service available upon checkout. Shipping costs are determined at checkout based on the weight of your cart. 

SecretAyu ships worldwide from Singapore. Kindly expect additional delay in international deliveries due to the global impacts of COVID-19 outbreak. The delay will vary based on the destination country. While we will do our best, we recommend Express delivery service. We appreciate your patience. Thank you. 
  • All prices are in SGD.
  • Shipping is calculated at checkout & is based on weight. We can not quote you shipping costs prior to ordering, please fill your cart with what you wish to order & then proceed to checkout to see the shipping fee.
  • Delivery service is unavailable to PO box (Post Office box) / APO (Army Post Office) / FPO (Fleet Post Office) / DPO (Diplomatic Post Office) addresses.
  • We are not liable for lost packages or postal service delays.
  • We will not be responsible for any orders delivered to the incorrect address provided.
Estimated shipping times in business days, exclude Sat, Sun & Custom Clearance: 
North America: 10-20 business days
Europe: 10-25 business days
Australia, New Zealand and Oceania: 7-20 business days
Asia Pacific: 7-20 business days
North Africa and the Middle East: 10-25 business days
Latin America and the Caribbean:10-25 business days
I'll do my best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the shipping method you choose and the postal service. 

 

Customs/ Import Duty:

Buyers are responsible for any customs or import duties imposed. Please kindly refer to your country guideline regarding international purchases. We are not responsible for any delay in any customs.

 

Waste Reduction:

Any bubblewrap in your package has been upcycled (i.e from mail we ourselves received!).

 

ONCE YOU HAVE PLACED YOUR SECRETAYU ORDER:

Adding to your order:

We pride ourselves on our turn around of your orders and as such it may not always be possible to add to your order. If you have placed an order & wish to add to it, please email us at info@secretayu.com and please include the following information:

  • Your Name & Order Number
  • Items you would like to add

Depending on the number/weight of items you would like to add, we will get back to you with different solutions as soon as we can.

If we have already lodged your order, we cannot make changes to the weight of the parcel & if you would like more items then another order will need to be placed.

 

UPON RECEIVING YOUR SECRETAYU ORDER:

Returns and Exchanges: 

We do not offer refunds/returns/exchanges for changes of mind. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

But please contact us within 48 hours by sending email to info@secretayu.com if you have any problems with your order and include the following information in the email: 

  • Your Name & Order Number

Please note, we cannot exchange/returns/refunds certain items such as

  • Earrings
  • Necklace
  • Opened findings packets and other items that have hygiene concerns.
  • Custom or personalized orders
  • Perishable products (like food or flowers)
  • Items on sale

 

Thank you for supporting small handmade business!❤️