(A) Order Issues
- Do I have to create an account to shop with you?
No, you don’t have to create an account in order to shop with us. However, as we appreciate your business, any upcoming promotions would be notified to our subscribers before public as a priority.
- I’m missing an item from my order, what do I do?
We’re sorry to hear that! Please email us at firstname.lastname@example.org and we’ll send you the missing item as soon as possible.
- What do I do if I receive a faulty item in my order?
Oh no! Please email us at email@example.com within 7 working days of receiving the item(s) and we’ll process an exchange for the faulty item immediately. Do note that your email must include snapshots of the area of defect clearly.
If the defected item is still in stock, a replacement piece will be sent out together with a stamped envelope for the return of the defective piece. Customers will be required to mail the defected piece out to us within 7 working days. In the event whereby the defected item is out of stock, store credits/refunds may be issued. The refund will only be done if the item is being returned back to us. Meetups will strictly not be adhered to for exchanges and returns.
- I have an incorrect item in my order, what do I do?
Please email us firstname.lastname@example.org and we’ll process an exchange for the incorrect item immediately. In the event that stocks are no longer available, store credits/refunds will be issued.
- Can I amend my order after I’ve placed it?
Please email us at email@example.com with your order number in order for the team to check if your items has been dispatched.
- Can I cancel my order after I’ve placed it?
Please email us at firstname.lastname@example.org with your order number and we will evaluate on a case by case basis.
- Can I get a refund if the price has changed since I ordered it?
As an established online retailer in Singapore, our prices change according to the current fashion trends, inventory as well as demand from our customers. In this case, we’re afraid we will not be able to provide a refund for the difference in price.
- I’ve bought a gift voucher, can I cancel or return it?
Gift cards are non-exchangeable and non-refundable.
- What can I do if the payment for my order is declined?
If your payment has been declined, please submit a new order as we are unable to process any orders if payment has not been made and verified by Touch Me Swimwear.
To help ensure your payment will not be declined when placing a new order, we suggest checking the following:
- Check the card details on your Touch Me Swimwear account to make sure the information is correct, e.g. the expiry date or your billing address.
- Make sure you enter the CVV correctly – that’s the three digit number on the back of your card.
- Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them or contact your bank.
- If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems, please drop us an email at email@example.com
- Do you offer a wholesale discount for bulk buying?
If you are interested in wholesale business or want to have your own private label, you may contact us for more information.
- What delivery options do you offer?
- Registered mail delivery ($3.90) – 2 to 3 working days by Singpost
Free standard courier delivery is offered for local purchases above SGD100. (Applicable separately for backorder and instock items)
- For international shipping, we currently offer registered airmail – postage charges will be reflected accordingly during the check-out process
- What should I do if my order hasn’t been delivered yet?
Touch Me Swimwear team takes 1 – 2 working days (excluding weekends and PH) after your payment has been verified to process your order and dispatch your parcel. Just sit back relax, and wait for the arrival of your brand new clothes!
- How can I find your international delivery information?
We currently only offer registered airmail for international shipping. You can refer to Singpost for the different zone rates and estimated delivery time. Postage charges for international shipping will be reflected accordingly during check-out.
- Can I track the delivery of my order?
You can track the delivery of your order via www.singpost.com .The tracking number will be provided upon request.
- What happens if I’m not in when my order arrives?
If you are not in when your order arrives, Singpost shall advise you by a slip to collect it at the nearest post office.
- My order status is still ‘order processing’, when will it be shipped?
Touch Me Swimwear team takes 1 – 2 working days (excluding weekends and PH) after your payment has been verified to process your order and dispatch your parcel. Please be assured that we will ship out your order once we have verified everything on our end.
- Can I have my parcel redirected to a different address?
Please email us at firstname.lastname@example.org with your order number in order for the team to check if your parcel has been dispatched. If your parcel has been dispatched, I’m afraid we are unable to redirect it to a different address.
- Can I choose a specific time or day for my delivery?
Unfortunately, this service is currently unavailable for all our shipping options.
- Can I pick up my items in store?
We allow pick up at our store in orchardgateway #02-19. Please note service staff only handover product and will not be able to attend to inquiries pertaining to product information, exchanges or refunds. Such questions should be directed by email to email@example.com
(C) Returns & Refunds
- Do you accept returns?
Yes, we accept returns for regular priced items. Orders made with promotional codes, store credits, sale items and bottoms, accessories and bags are not allowed for returns. Please email us at firstname.lastname@example.org within 7 working days of receiving the item(s) specifying the order number and the item(s) you wish to return.
- Can I return an item for an exchange?
Size exchanges are allowed only for regular priced items. Please email us at email@example.com within 7 working days of receiving the item(s) together with your order number and the size you wish to exchange your item for. An exchange will be facilitated only if stocks are available. In the event that stocks are no longer available, store credits will be issued to your account.
All return items must be in their original condition, unwashed and unworn with the tag intact should it come with it. Items which do not fulfill these criteria will be rejected duly.
- Why hasn’t my return/refund been completed yet?
Touch Me Swimwear team takes 2 working days to process all requests and we seek your understanding while we verify if the return/refund is possible.
- I’m an International customer. How do I return something to you?
Please email us at firstname.lastname@example.org with your order number within 7 working days of receiving the item(s) and our team will advise if a return/exchange is possible. If so, you can mail back your items and they will process the return/exchange within 1 – 2 working days.
- Can I return items I’ve bought with a gift voucher?
Items bought with gift vouchers are non-refundable. If you’ve received a defective item or would like to do a sizing exchange, please email us at email@example.com with your order number within 7 working days of receiving the item(s) and our team will advise if a return/exchange is possible.
- What happens to my refund if my credit card is no longer in use?
All refunds will be done via bank transfer to your bank account. Hence, it will not be an issue if your credit card is no longer in use.
- I returned an item and it was incorrectly refunded or replaced.
Please email us at at firstname.lastname@example.org and we will double check with the team immediately. We do apologise in advance if our team happens to make any mistakes in handling your orders. We will definitely try our utmost best to rectify mistakes if any.
- Do you refund postage fees if I return something?
We will reimburse postage fees if the returns are for defective items. However, we will not be able to reimburse postage fees if the returns are for size exchanges/item returns.
(D) Payments, Gift Vouchers & Happy Points
- How can I pay for my order?
We accept credit card and Paypal payments.
- Can I use more than one promo code on my order?
You can only use one promo code per order.
- Are my details safe when ordering online with Touch Me Swimwear?
Our customers’ privacy are of utmost importance to us here at Touch Me Swimwear.
(E) Product & Stock
- Can you tell me if you’re getting an item back in stock?
Do join the waiting list for any items that are out of stock and you will be notified once backorders are opened.
- Can you give me more information about your products?
If you’d like more information on our products, please feel free to email us at email@example.com
- How can I get in touch with your Customer Care Team?
You can email our Customer Care Team at firstname.lastname@example.org