ORDER FULFILLMENT

Orders are fulfilled from our home-based office in Singapore and may take 2-4 business days from the time your order is processed. Orders placed on a Friday after the cut-off post time (1 pm) or during the weekend, will be shipped on Monday within working hours.

SHIPPING | SINGAPORE ORDERS

We use Singapore Post and/or Qxpress for all shipments. We hold no control over the Postal service and/or how quickly your order will be delivered once it leaves our home-based office in Singapore. Key retail dates, the holidays, and COVID-19 are likely going to cause shipping delays that may be beyond our control. We recommend that you shop early.

We only utilize registered packages for all your parcels where there will be a provided tracking number, so you can follow up on the status of your package. We are unable to redirect orders once they have been shipped. If you have any questions about your delivery address and email, please contact us, quoting your name, and order number so we can look into it for you straight away. 

SHIPPING | INTERNATIONAL ORDERS

International orders are shipped via Singapore Post tracked service. Singapore Post delivers to over 220 countries. You will receive a tracking number when your order is dispatched so that you can get delivery status details on your parcel. We hold no control over the Postal service and/or how quickly your order will be delivered once it leaves our warehouse in Singapore. Key retail dates, the holidays, and COVID-19 are likely going to cause shipping delays that may be beyond our control. We recommend that you shop early.

Below are the estimated delivery time for different countries:

Singapore: 2-3 working days
Japan: 4-11 working days
Thailand: 5-11 working days
South Korea: 8-16 working days
Other parts of Asia: 2-20 days

United States: 8-21 working days
Canada: 10-22 working days
United Kingdom: 5-12 working days
Australia & New Zealand: 7-18 working days
Europe: 7-18 working days

We're using tracked shipments for all your parcels so you can follow up on the status of your package. We are unable to redirect orders once they have been shipped. If you have any questions about your delivery address and email, please contact us, quoting your name, and order number so we can look into it for you straight away. 

If your order is delayed further to the mentioned duration, please send an email to hello@yourcompanionplanner.com so we can locate your order and help get it to you as soon as possible. Please don't leave it too long, get in touch sooner rather than later. This gives us a better chance of tracking your order and lodging a subsequent investigation with our shipping carriers if required. If your order is taking longer than the estimated delivery time, please double-check check the submitted shipping address is correct and contact your local postal service. 


Please note we can no longer lodge order investigations for orders older than 2 weeks past your suggested delivery date.

Unfortunately, we cannot ship international orders to PO BOXES.

CUSTOMS AND IMPORT DUTIES

The prices of the items you order do not include custom taxes and import duties; the costs of these charges vary for each country. 

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of charges may be necessary to release your order from customs on arrival. If you do not accept your parcel, your items will be returned back to us. You will be liable for any additional returns and customs charges in relation to your return, the costs of these charges will be deducted from the refunds which are owed to you. 

UNSUCCESSFUL DELIVERIES

Once your parcel leaves our home-based office, it’s the responsibility of the carrier. If you're not home when your local post attempts delivery they will leave you a card with details on how to obtain your parcel. After these specified unsuccessful attempts of delivery, items will automatically be returned to us. If the item is returned to us in this way, we will need to charge you again for postage before sending the item out again. We will contact you in the first instance to discuss this with you. To avoid delays in delivering your parcel, we recommend having your item shipped to your daytime address (e.g.: your work address).

RETURNS 

Each planner that has been selected for you has been closely examined, dedicatedly, and thoughtfully put together. Any planners that do not meet the minimum quality and workmanship cut will be sold as misfits at a discounted price. It is our greatest wish that you are satisfied with our products but should you have to return, we give you 14 days to return a product that you are not satisfied with. Your right of return starts from the moment your order is delivered. You can return the product(s) to us within this time frame, at your own expense, along with your purchase confirmation. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

We require that you send us the Your Companion product(s) via tracked delivery. Shipping fees remain your responsibility. This is necessary should they lose or damage the goods. Until the item reaches us it is your responsibility. 

The present right of return only applies to products that are returned in their original and complete condition. Any product that has been damaged, or is not in its original packaging, or packaging that has been worn beyond simply opening the product, will not be refunded. The deadline mentioned above is effective from the date of receipt of the order.

To return products to us please follow these steps:

1. Package your return in its original parcel and with a copy of proof of purchase.

2. Mail package using registered mail + insurance for the value of the merchandise

3. Email hello@yourcompanionplanner.com with return details and tracking information

4. Please enquire with us directly for the shipping return address

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed (excluding shipping charges), and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

Eligibility Criteria:

• Item is returned within 14 days of purchase.

• The original receipt or proof of purchase is provided.

• The returned item is unused with original packaging.

• Item is not a misfit

• Returned item is not a Gift Voucher or Monogrammed item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

LATE OR MISSING REFUNDS

If you're due to receive a refund and you haven't yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@yourcompanionplanner.com