Looking for more information? Click on the category tab below to look for some frequently asked questions you may have.
AFTER SALES/ RETURNS/ EXCHANGE
I would like to return/refund my order. What should i do?
Please drop us as an email at firstname.lastname@example.org within 7 days from the date of delivery, with your order number and the reason for return. If it is due to the last minute change in mind, you will bear the full responsibility in making sure that the item are packed securely and sealed properly as well as the shipping cost.
In order to return your items, your merchandise must meet the following criteria:
1) All returns & exchanges have to be done within 7 days from the date of delivery, any request or exchanges thereafter we will not accept.
2) Returned item(s) must be in good condition, in its original packaging.
3) We do not allow exchanges or returns due to buyer’s negligence in buying the wrong item.
HoneyCity reserves the right to refuse any returns or exchanges if the return item does not meet the above conditions.
I have received a defective item, incorrect item. What should i do?
We sincerely apologise for any incorrect or defective items received.
Please drop us an email at email@example.com within 7 days from the date of delivery, with your order number and snapshots of the defected item/incorrect item for verification purposes.
I received a damaged parcel
We sincerely apologise for the unpleasant experience, please drop us an email at firstname.lastname@example.org by providing your order number, and product image(s) so we can feedback to the courier company/ supplier for better improvement. Please let us know if you wish to have an exchange, our teams are happy to assist you.
SHIPPING & DELIVERY
How long will it take for me to receive my order?
All packages are tracked and shipped from our Singapore warehouse via 3rd party courier after processing and fulfilment. Delivery will take 1 – 3 working days (depending on stocks availability too). Do take note that with the exclusion of Sundays & Public Holidays, it may take up to 4 business day.
We ship our international parcels via 3rd party courier and will take 3 – 4 weeks, depending on your country customs hence we cannot guarantee a delivery date. Delays are likely to happen.
My country is not in the list of delivery destinations, can I still place my order?
Unfortunately, we do not deliver to countries that are not in our list.
How much are the shipping rates?
The shipping fee varies depending on the total of the product weight. By adding the product(s) into cart, you may check the shipping fee at honeycity.com.sg/cart/
Can I change my shipping address after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address.
What happens if an incorrect address is provided for the delivery?
If the address provided is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, please sign in to your account and click on ‘Overview’, and edit/update your addresses in your Address Book.
If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products. You will be responsible to pay for the shipping charges for attempted delivery and the returned shipping charges.
Is there a guaranteed date on which I can receive my order?
We are not able to guarantee a delivery date and time, the courier will take 1-3 working days to deliver to your doorstep. We seek your kind understanding that the expected delivery date/time is at our best approximation and will vary with circumstances such as shipping restrictions, payment authorization, and stock availability.
Working days refer to Mondays to Fridays, which do not include Saturdays, Sundays, and Public Holidays.
I have yet to receive my package, what should I do?
If you did not receive your package 3 working days after the order placed, kindly contact us email@example.com
How is a failed delivery processed?
Local couriers will make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us. There will be redelivery charge in order for us to ship out your order again.
Do I have to pay duties and taxes?
The local sales tax (GST of 7%) is automatically applied to your order in accordance with Singapore tax regulations. You are not required to pay for any additional costs. There will not be hidden costs billed upon delivery.
All international orders are subject to customs and duty fees. Unfortunately, we are not able to provide any information on whether you may or may not be charged for customs/duty fees as it will be determined by the country of import.
All applicable customs and import fees, taxes are the responsibility of the customer. If your order does require these additional charges, they must be paid by buyer in order for the package to be cleared from the custom.
WALK-IN & SELF-COLLECTION
Can I come to the warehouse for self-collection?
Due to the ongoing Covid-19 situation, we do not recommend self collection at the moment. For the safety of our customers and staffs.
Can I come and purchase at your warehouse?
We do not have physical store nor a showroom as we are not a retail shop. We will advise our customer to make their purchase online.
For walk-in, what forms of payment can I use?
We accept cash, Paylah, or Paynow.
Do you have any other branches from Woodlands?
We have only a warehouse located at Woodlands, no branches other than that.
Will HoneyCity store my payment information?
honeycity.com.sg does not store any customer’s credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to Secure Internet Banking Payment or Stripe, our payment gateway providers.
What is Stripe?
Stripe is a payment platform which offers faster, safer and easier checkouts, and protects customers from revealing their credit card and other financial information.
My payment has been declined, what should I do?
Kindly try again and input the correct information such as log-in details, card number, expiry date, etc. If the problem persists, you may contact your issuing bank or try an alternative payment mode. If you require further assistance, please contact us firstname.lastname@example.org