FREQUENTLY ASKED QUESTIONS
What are the Shipping Charges?
Shipping & Handling fees:
For orders 3 kg and below: $5 (Singpost SmartPac)
For orders above 3 kg or with large/bulky items: $20 (Lalamove Courier)
For orders outside of Singapore, International shipping rates will apply. Kindly contact our customer service for more information.
Our premises are located at: Riverside Point, 30 Merchant Road #03-22 Singapore 058282
Mondays to Fridays 10 am - 10 pm
Closed on Saturdays, Sundays and Public Holidays.
I pre-ordered a rug/ ordered a rug online but it was out of stock. How long does it take to arrive?
For made-to-order rugs, waiting time is 3-4 weeks.
Orders would be sent to SMILE Village in Phnom Penh, where employees would hand make the rugs that are customized to your order. It takes three days to complete one rug. When completed, rugs would be sent over to Singapore by sea shipment, requiring two weeks.
What is the return and exchange policy?
To return or exchange an order, items must be sent to our office for inspection and the following conditions must be met:
- Within 7 days of receipt
- Invoice available (print or online)
- Original condition (unused, unwashed) and tags intact
- Original packaging
Exchange items will be one-time and will not be applicable for a second exchange.
All our products go through a stringent quality check before it is being sent out to our customers. As such, DesignForGood will not be able to accept a product that has been damaged.
Due to different monitor settings, colour of apparel may differ. As such, the variances in colours are not classified as defects.
Non-returnable items: Sale or discounted items, promotional items.
Once your refund has been processed, you will receive an email notification from us. For Bank Transfer refund option, please ensure that the following details are provided completely and correctly:
- Full Name as Registered with Bank Account:
- Bank Name & Account Type:
- Account Number:
- Bank Code:
- Branch Code:
I ordered a product from the website but it is not identical to the picture shown.
Please do note that all our products are handmade such that no item is the same. The material our Krafters have on hand also depends on the season and its availability. If you have pre-ordered your item, it may be a result of our Krafters not being able to find the exact fabric or material in the given time.
Do allow slight differences in colouration due to the monitor settings and lighting in which our products are being photographed. As all our products are manually measured, do also allow 1-2cm differences in the dimensions given.
Every resource is not new - they are recycled from factories (upcycling)
Every material is selected by housewives based on matching of colours