Shipping Costs:
Shipping charges are calculated based on the delivery location, weight of the items, and size of the items. We offer free standard shipping on orders over SGD40 to Singapore domestic customers. For international shipments, shipping costs are calculated at checkout based on the destination and package weight and size.
Customs, Duties, and Taxes:
For international orders, customers are responsible for any customs, duties, and taxes imposed by their country's regulatory agencies. These fees are not included in your order total and must be paid by the customer upon delivery. We recommend contacting your local customs office for detailed information.
Cancellations, Returns, and Exchanges:
Due to the nature of our products, including customised items, we are unable to accept cancellations or changes once an order has been confirmed. Please ensure all order details are correct before submitting your order.
Registered/Tracked Packages:
To ensure security and traceability of your orders, we use registered packages for shipping. Each registered package comes with a unique tracking number. Upon dispatch, you will receive this number, allowing you to monitor the progress of your delivery. Tracking is usually accurate until the package reached the destination country where it may be transferred to the local postal service. The level of tracking detail provided at this stage may vary based on the postal service's capabilities.
Delivery Issues:
In cases where there is a delivery issue such as a package not received, even though it is marked as delivered, the responsibility lies with the courier service. We recommend contacting them directly as they are better equipped to locate the package. It is also advisable to check with your local post office in case the package was mistakenly delivered elsewhere. While we aim to facilitate a smooth delivery process and support our customers, we are not liable for any delivery errors once the package has left our facility and is in the hands of the courier service.
Customer Support:
For any shipping and delivery inquiries, or if you need assistance with your order, our customer support team is here to help. Contact us via email at hello@brownandbuttergoods.com. Our operating hours are from 9 am to 5 pm, Monday through Friday.
We appreciate your understanding and patience with the shipping process and strive to ensure your order arrives safely and in a timely manner.
