faq

You will receive an Order Confirmation Email shortly after placing an order successfully. If you do not receive this email, please contact us at customercare@gmiselection.com.

If you would like to make any change to an order you have placed, please contact us as soon as possible at customercare@gmiselection.com, with your Order Confirmation Email.

No changes can be made once your order status has changed to “SHIPPED.”

We make every effort to ensure all orders to be shipped as soon as possible. Yet delays could occur if there’s stock availability and quality-related issue.

In general:

* We do not operate on weekends and public holidays

* Same-day delivery can only be placed before 12pm on weekdays, the delivery time is within 11am – 7pm.

We offer free gift wrapping for all online orders. Simply type “gift wrapping” in the note field on the checkout page.

If you have any other special requirement(s), leave us a note within the note field when you checkout.

Yes, we ship worldwide. International shipping is charged at a flat rate of SGD 250 and is entirely free for orders above SGD2500.

* Your order may be delayed due to factors outside of our control i.e. customs clearance procedures, extreme weather, long holiday etc.

* Same-day delivery is only applicable to Singapore

Import tax and duties and the related customs fees may be charged, depending on the destination country. These charges are determined by customs in the destination country. Payment of the taxes and related duties will be responsibility of the recipient. Thus, the price of our goods do not include additional taxes, fees, and surcharges.

The courier or your local post office will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.

Soon after your order is dispatched, we will send you a Shipment Confirmation Email with the information of the courier used and the tracking number of your order in it.

Due to shipping restrictions, we do not ship pressurised, flammable and liquid items such as candles and perfume to areas outside of Singapore.

There’s a pickup option at the checkout. Both gmiselection store pickup and EF lockers are available.

*Pickup option is only applicable to Singapore orders.

• Refused shipments
  If the delivery was refused or declined and got returned to us, we will contact you with the option of re-delivering or a refund in the form of store credit for your next purchase. Please note that you will have to pay all related costs incurred (re-delivery shipping, return shipment, etc.).

• Lost shipments
  We are more than happy to help track down your shipment and, in the unfortunate case, refund your purchase.
  Please get in touch with your local post office before emailing us to check on the most up-to-date tracking information, as there may be a time lag between the actual status and its online status. Please note that for Singapore Post, we can only submit an inquiry 14 days after the posting date.

We are happy to accept return within 7 days of receipt, provided that:

• We do not provide return labels, refund shipping fees, taxes and duties. Customers will be responsible for the return shipping fee.
• We will not be responsible for item damages or item lost in the return delivery.
• All returned items must be unworn/unused with original tag(s) and packaging intact.
• Items within our “excluded item” category are non-refundable, including:
  • Discounted & Final Sale items
  • Perishable goods (food, beverages, hampers, etc.),
  • Apothecary items (fragrances, candles, incense, grooming products, garment care products, etc.)
  • Accessories (jewellery, keychains, watches, umbrellas, sunglasses, etc.)
  • Intimate apparel, underwear and swimwear
  • Cosmetic (skincare, nail polish, Tools & brushes, etc.)
  • Electronic devices
  • Books, prints, and stationery
  • Face masks and face coverings
  • Gift Card
• For footwear, we do not accept returned footwear with damaged shoebox.
• Items can be returned to our retail stores (Singapore) or by post.
• Make sure you’ve reached out our customer care team before returning an item. Items shipped without our consent may be refused upon delivery.
• We will not be responsible for items that are damaged or lost in the return delivery process.

Refunds

Once the returned item(s) has been quality-checked and approved, we will issue a refund to the original payment method together with a confirmation e-mail with the refund details. It can take up to 10 business days to process the return items, subject to its compliance with our Return Policy. Please note that it may also take your financial institution additional time to process the transaction.

Kapok limited reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.

You are welcome to exchange your item for any in-stock item of equal or higher value within 7 days of receipt, provided that:

• Items are unworn or unused with original tags and packaging
• Items do not fall in the “excluded item” category, as defined below:
  • Discounted items
  • Perishable Goods (food, beverages, hampers etc),
  • Apothecary items (fragrances, candles, incense, grooming products, garment care products etc.)
  • Accessories (jewellery, keychains, watches, umbrellas, sunglasses etc.)
  • Underwear and swimwear
  • Cosmetic (skincare, nail polish, Tools & brushes ,etc.)
  • Electronic devices
  • Books, prints and stationery
  • Gift Card

  
  Each order can only be exchanged once.

gmiselection reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.