Shipping policy

SHIPPING POLICY

ORDER PROCESSING

- Orders are packed and dispatched within [1-3] business days.
- We do not dispatch on [weekends and public holidays].
- During [restocks, drops, and sale periods], processing may take up to [5] business days.
- You will receive a confirmation email once your order is placed, and a tracking link once it is dispatched.

DELIVERY AREAS AND TIMELINES

- Timelines are estimates from the date of dispatch and exclude weekends and public holidays.
- We are not able to deliver to [PO boxes / locker pickup points].

DUTIES, TAXES, AND CUSTOMS

- International orders, including Singapore, may attract import duties, GST, or customs handling fees on arrival. These are set by the destination country and are the customer's responsibility.
- We declare the full order value on all shipments. We are not able to mark parcels as gifts or under-declare value.
- Parcels refused at customs and returned to us are refunded less the original shipping cost and any return charges.

TRACKING

- A tracking number is emailed on dispatch. It may take up to [24 hours] to become active on the courier's site.
- If your tracking has not updated in [5] business days, email [email] with your order number and we will raise a case with the courier.

FAILED, DELAYED, OR LOST PARCELS

- If delivery fails because of an incorrect or incomplete address, the cost of re-delivery is borne by the customer. Please double-check your address at checkout.
- Most couriers make [2-3] delivery attempts before returning the parcel to sender.
- A parcel is considered lost after [15] business days (domestic) or [30] business days (international) with no tracking movement. Confirmed lost parcels are replaced or refunded in full.
- We are not liable for delays caused by weather, public holidays, or courier disruption, but we will always work with you on a fair resolution.
- Once a parcel is marked delivered by the courier, responsibility passes to the customer. If it is marked delivered but not received, contact us within [3] days and we will open an investigation with the courier.

DAMAGED, MISSING, OR INCORRECT ITEMS

- Report any damaged, missing, or incorrect items within [7] days of delivery.
- Email us with your order number and photos of the item, the packaging, and the shipping label.
- Approved claims are resolved by [replacement, exchange, or a full refund], at your choice subject to stock.

ORDER CHANGES AND CANCELLATIONS

- Address changes and cancellations can only be actioned before dispatch. Email as soon as possible with your order number.
- Once a parcel is dispatched we cannot amend it. You may return it under our Returns and Exchanges Policy instead.

RETURNS AND EXCHANGES

- Sizing and change-of-mind returns are covered in our separate [Returns and Exchanges Policy]. Please read it before ordering.
- Short version: [unworn, unwashed items with tags attached, within [14] days of delivery. Return shipping borne by the customer unless the item is faulty.]

CONTACT

- Email: weeliem@z21studio.com
- Response hours: [Mon to Fri, 9:00am to 6:00pm MYT]