Q: Do you offer clip-on earrings?
A: Clip-on converters are available for selected designs at SGD $1.50 per pair. Please DM us on Instagram at @dearlolasg or email us at email@example.com to top-up your order.
Q: Are your earrings hypoallergic (safe for sensitive skin)?
A: By default, we use rhodium hooks and studs. Hypoallergic studs and hooks are available at SGD $1.50 per pair. Please DM us on Instagram at @dearlolasg or email us at firstname.lastname@example.org to top-up your order.
Q: Are the earrings heavy?
A: No, they are made of polymer clay which is extremely light and durable.
REFUNDS & EXCHANGES
Q: Can I get a refund/exchange for my product?
A: Strictly NO cash refunds and exchanges allowed. Depending on a case-by-case basis, refunds will be awarded via STORE CREDIT (excluding shipping). Do note that all earrings are handmade and some imperfections are inevitable. Also, we are not liable for lost mails. Hence, we highly recommend the SmartPac option.
Q: I forgot to use the combined shipping discount code <COMSHIP> at checkout, can I get a refund?
A: Sorry, we are unable to refund shipping fees if you forget to apply the discount code at checkout.
Q: My product arrived broken due to shipping, what do I do?
A: Please email us immediately at email@example.com with your order number and picture proof. We will get back to you as soon as possible.
Q: My product was broken due to mishandling/negligence/over time, what do I do?
A: Sorry, we do not provide refunds or exchanges for broken products due to customer's own negligence or mishandling.
Q: How long is the backorder waiting time?
A: Backorders are usually completed in 2-3 weeks. Please only order if you can wait.
Q: Can I combine my backorders and available pieces to pay for shipping only once?
A: Sure, but the order will only be shipped out after the backorder has been completed.
Q: What if I want to receive my available pieces first?
A: Please checkout separately so that you pay for shipping twice.
Q: There is a slight difference (e.g. design placement) in my preorder VS the photo shown, is this normal?
A: We cannot ensure an exact replicate in terms of colour and placement of flowers/leaves for backorders. We seek your kind understanding in this matter.
SHIPPING & DELIVERY
Q: Do you do meet-ups/self-collection?
A: We do not offer meet-up and self-collection options. All orders are dispatched via SingPost mailing.
Q: How long does it take for orders to be shipped out?
A: Shipping out of orders is usually done every 1-3 business days. However, due to the current COVID-19 situation, we will only ship out orders once a week, every Monday.
Q: What are the mailing options (Singapore)?
A: Normal Mail (untrackable) is available at a flat rate of SGD $2.50 and SmartPac (trackable) is available at a flat rate of SGD $4.50. For the SmartPac option, please DM us on Instagram at @dearlolasg or email us at firstname.lastname@example.org to top-up your order.
Q: What are the mailing options (International)?
A: For Malaysia, we offer Registered Mail (trackable) at a flat rate of SGD $7.00. For the rest of the world, we offer Registered Mail (trackable) at SGD $10.00. Note that international delivery may be subjected to custom taxes and all customers are liable for any local taxes or charges incurred at customs.
Q: I've already placed my order but I realized that you are unable to ship to my country due to the COVID-19 situation, what do I do?
A: Sorry, no refunds will be provided as it is your responsibility to ensure that we will be able to ship to your country before placing an order. Please see here for the listed countries: www.singpost.com/covid-19-updates/international-post-parcel-services-updates