Shipping & Returns
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.
Pocket Kitchen orders are wrapped in bubble wrap and encased in a cardboard box. Non-Pocket Kitchen orders 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 Pocket Kitchen Ultimate Orders
Please select from For Pocket Kitchen Only under Shipping Options. If you don’t see this selection, it unfortunately means that I am unable to ship the Pocket Kitchen to your selected country. Please do not choose For Non-Pocket Kitchen Orders as this option is meant for non-Pocket Kitchen orders.
Singapore: You can choose For Collection Only ($0), or Doorstep Delivery ($15).
Outside of Singapore: Please indicate For Pocket Kitchen Only shipping option, your shipping zone will be reflected based on your shipping address. The shipping rates differ based on your shipping zone. Your Pocket Kitchen will be sent via airmail using a reliable worldwide shipping provider (Fedex / DHL etc).
For Non-Pocket Kitchen Ultimate Orders
Please select For Non-Pocket Kitchen Orders under Shipping Options.
Singapore: Orders 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.
Outside of Singapore: Orders 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.
For Pocket Kitchen + Non-Pocket Kitchen Ultimate Orders
If you would like to purchase Pocket Kitchen and also non-Pocket Kitchen items, please submit two different orders (one for Pocket Kitchen Ultimate, another for the non-Pocket Kitchen items) as they would be shipped out separately. Note that I am unable to combine shipping for such an order, and there would be 2 shipping costs payable.
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 - (* 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: 7-15 working days
I have not received my order, what should I do?
For Non-Pocket Kitchen orders
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 15 working days.
Returns
I would like to return my order as it's not what I expected / damaged / I changed my mind, what should I do?
Please note that once payment has been made, I am only able to make partial refund (only in cases when item has not been worked on) as transaction charges would already be incurred. Please make sure you have confirmed your order before proceeding with payment. If work has already begun for the order, there would be no refunds or cancellation given.
For defective or damaged items due to shipping, items must be returned/exchanged within 7 days of receiving the item. 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 damaged or defective items, or if the item has been received more than 7 days ago. Refunds are given only under case by case basis.
If product is not what you expected, please note that the nature of handmade items means that every single order is going to be unique and could look slightly different from the picture. Unless it differs greatly from the photo in the website, there would be no refunds/exchanges entertained.