FAQ

PAYMENT

  • How do I make payment for my order? 

FOR LOCAL BUYERS (in Singapore)

I accept Paypal and credit card payments through Paypal. I also accept Bank Transfer payment, so just transfer payment within 24 hours after making your order on the website, via your bank (ibanking or going to the ATM machine). Please email me once you have transferred payment over if you choose this method, so that I can confirm your order and start working on it.

FOR INTERNATIONAL BUYERS

Currently, I only accept Paypal and credit card payments through Paypal. The conversion rate reflected on the website may differ from that used by Paypal, please check the final charges by Paypal during checkout before committing to pay. Do note that all taxes, customs, duties and fees charged are the responsibility of the buyer.

  • When do I have to transfer payment? (Only applicable for Bank Transfer payment method) 

Please make payment within 24 hours of checking out your cart, and send me a screenshot of the computer screen or ATM screen to buzz@aiclay.com so that I can confirm your order. All unpaid orders after 24 hours will be cancelled.


  • I really like your works, but would need a bit more time to pay. Can I have an extended waiting period for payment? (Only applicable for Bank Transfer payment method)

I understand that difficult financial situations can occur. If you need more time to pay after committing, please email me at buzz@aiclay.com after checking out your cart. The maximum waiting period is 7 days. 

If you have not indicated anything, I would expect that payment must be made within 24 hours, or your order would be cancelled.

 

SHIPPING

  • How will my order be packaged?

After all the hours put into hand-sculpting every single piece, I am committed to packaging each item with much care to reduce any possibility of items damaged in transit. 

Items are wrapped in gift-boxes, perfect for gift-giving. :) Note that if possible, multiple items will be packed into one giftbox for a single order. If you require them to be packed separately, please email me at buzz@aiclay.com after your order has been made.

 

  • How will my order be shipped?

For local orders, they will be shipped via SingPost AM mail, and they will be delivered to your letterbox. Please provide an address where a letterbox is available for the postman to deliver the package. There are some office addresses which do not have letterboxes, so do take note.

For international orders, they will be shipped via SingPost registered mail and delivered to your doorstep. (Read http://singpost.com.sg/ra/ra_info_tracking_no.asp for more information) Registered mail includes tracking of the article up to departure from Singapore. Online tracking for Registered Articles is available for certain destinations only. 

 

  • How long do I have to wait for the item to be shipped out? Will I receive notification?

Every piece you see in the store is carefully hand sculpted by me. Your order will be worked on and sent out within 7 working days* after date of payment, unless stated otherwise (please check for latest news on vacation periods at top of Menu page). Special commission orders might also be subject to longer sculpting periods, this will be communicated to you before you confirm the order.

You will receive an email notification once your order has been shipped out (please check in Junk Inbox if you have not received it), and the tracking number will be provided for international orders. 

Do note that all taxes, customs, duties and fees charged are the responsibility of the buyer.

*Working days are from Monday to Friday, excluding public holidays.

 

  • When will I receive my order after it has been shipped out? 

(For non-Pocket Kitchen Orders)

Local (Singapore) packages: 1-2 working days
International packages: 3 - 12 working days (varies for different countries)

You can see the estimated delivery times for specifically your country in this chart - http://www.singpost.com/send-documentparcel/postage-rates/53-personal/send-documentparcel/273.html (* Look at the first column, under Ordinary Mail-Air, the measurements are in days)

Please add 10 working days for festive seasons.

(For Pocket Kitchen Orders)

Local and International Addresses: 2-7 working days

International packages will be delivered by DHL Express, to your doorstep. 

 

  • I have not received my order, what should I do?

If the package has not arrived after 2 (local) or 18 (overseas) working days*, please inform me immediately and I will raise an enquiry with my local post office.

Please trust that I do my utmost best to package each item properly and make sure that every item leaves my hands well packaged and in perfect condition. 

However, do understand that I have absolutely no control over the delivery process, and I cannot be responsible for any packages lost in transition or any items damaged during delivery.

Having said that, I appreciate every one of my customers, and would assist you in getting the best out of such a situation. :)

*: For Pocket Kitchen orders, please contact me if your package has not arrived within 7 working days. 


  • I would like to return my order as it's not what I expected / damaged / I changed my mind, what should I do?

For defective or damaged items due to shipping, items must be returned/exchanged within 14 days of purchase. Please contact me at buzz@aiclay.com for enquiries regarding this, together with a photo of the damaged/defective item. All return shipping fees are to be borne by the buyer and local buyers can also arrange with me to conduct a return/exchange at my studio (appointment required). Please note that I'm unable to entertain any other reasons for exchanges besides damage or defective items, or if the item has been purchased more than 14 days ago. Refunds are given only under case by case basis. 


MISCELLANEOUS

 

  • Why is the item not an exact replica to the one pictured on the website?

Do note that colours may be slightly different from photos due to different computer monitor settings.

Also, as each item is hand sculpted individually, note that you will not be getting exact replicas of the items shown in photos, but each piece is unique to itself. However, they will look very similar and only vary in the slightest.

 

  •  I have an idea that I do not see on the website / I see something on your social media (facebook/instagram/flickr) which I do not see for sale on the website.

I welcome custom/commission orders as well, so just email me (or via the Contact Form) at buzz@aiclay.com with details so that we can work on your ideas!

Likewise, if you are interested in a listed item but would like something changed (colours, size etc), contact me and I would be very happy to put up a listing just for you.

 

  • How do I pay for commission orders?

After confirming a mutually agreed upon description of the custom order, I will set up a Special Commission listing under your name on the website. Just click on it and purchase it like a regular product.

 Please note that I will be accepting full payment before I proceed with making your commission order.


  • This order will be a surprise gift, I don’t want him/her to chance upon pictures of the order on your social media/website.

Please email me with instructions to withhold pictures or details of your order until it has reached the hands of the receiver. Otherwise, I have all rights to post pictures/details of my works on my social media sites as I deem fit.

 

  • How long will the sculpting period be for custom orders?

The sculpting period is dependent on complexity of item and list of pending custom orders, and would be provided to you before I create the listing. On average, they range from 2 weeks to a month.

 

  • Can I sell AiClay products on my own website or physical store?

I welcome all vendors of AiClay products. However, I must require you to state on the selling webpage or physical store that it is an AiClay product to your customers. Please email me to discuss more if you are interested in becoming a vendor of my products.


  • How can I get a discount on the website? 


As all items are handsculpted by me and require a lot of time and effort individually, please understand that I cannot give discounts to anyone who asks for it. However, there are a few ways you can obtain discounts on AiClay products.

  1. 10% discount if you buy 10 or more identical items.

While the effort required to work on multiple items is the same as working on a single item (as each piece is still individually handsculpted), I will still award discounts as an act of appreciation for your generous support.

  1. Discounts via AiMail

Sign up for my newsletter (AiMail) via the link at the bottom of the website, and you will receive occasional updates of exclusive discount codes and promotions on the website. 

 

  • Would you be willing to appear in ___ Media Production / Project / Collaboration? 
Please email me at buzz@aiclay.com if you have any ideas on how we can collaborate, or if you're looking to feature AiClay. I would definitely love to hear more about it, and we can discuss from there. :)
 
 
  • Can I call you for more enquiries?
Currently, I'm afraid not. Due to my hectic work schedule and the nature of my work, I very much prefer to communicate via email as opposed to picking up phone calls. I read my emails almost everyday, so you'll hear from me very quickly.