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Delivery and Shipping Policy

Processing Times

  • In-Stock Items: Orders for in-stock items are generally shipped within 2-3 business days.

  • Made-to-Order/Pre-Order Items: For made-to-order or pre-order items, please allow approximately 2-3 weeks for production. We will notify you once your order is ready to ship. Note: For made-to-order/pre-order items, you will be charged at the time of purchase. Once production is complete, we will ship the item to you as soon as it’s available.

Shipping Options

  • Local Shipping (Singapore): Complimentary shipping on all orders. Delivery takes 2-5 business days, excluding weekends and public holidays. We will contact you via WhatsApp to confirm your delivery date within Singapore.

  • International Shipping: Door-to-door delivery provided by DHL.

    • Complimentary Shipping: Available on orders over S$500.

    • Standard Rate: A flat fee of S$30 applies to orders under S$500.

    • Delivery Time: Typically 3-7 business days from the shipping date. You will receive a tracking number once your order is shipped from Singapore.

    International Destinations: We currently ship to the following countries:

    • United States of America

    • Australia

    • Hong Kong

    • Indonesia 

    If your country is not listed, please reach out to us at contact@helenequan.com to inquire about shipping options. We assess other locations on a case-by-case basis and are actively working to expand our shipping coverage.

International Duties & Taxes

  • Customs Fees and Taxes: International shipping fees exclude customs, import duties, and taxes. These fees are assessed by the destination country and are the responsibility of the recipient.

  • Displayed Prices: Prices on our website are exclusive of taxes. Applicable sales tax and customs duties (if any) will be calculated at checkout based on the total merchandise value and shipping costs.

  • Refund Eligibility: International orders that are refused or unclaimed are not eligible for a refund. We recommend consulting your local customs office for information on applicable duties and taxes.

General Delivery Information

  • Delivery Exceptions: We cannot deliver to PO Box numbers, mail-forwarding addresses, or temporary residences to ensure safe and secure delivery.

  • Weekend & Holiday Deliveries: Our couriers do not deliver on weekends or public holidays.

  • Your order will be shipped once payment and delivery details are fully confirmed. All delivery charges will be shown at checkout after entering your shipping address. Any specified delivery date or time is an estimate, and we are not liable for any loss or delay that may occur during the delivery process.

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