Shipping Policy

Eileen Town Shipping Policy

Eileen Town is an emerging personal and corporate gift shop based in Singapore. Customer satisfaction is our top priority.  We make every effort to ensure orders are shipped out as soon as possible. We operate both online and physical shop. Customer can purchase our product via our website at https://www.eileentown.com or via our partner’s website such as Lazada, ShopeeQoo10 and Carousell. As such, we will have different shipping policy and method.

Self Pickup

We provide self pickup services that enable customer to collect product at your own convenience time. You can visit us at the following location:
Sunshine Plaza
91 Bencoolen Street. #01-07
Singapore 189652

Please see location map for ways to reach us. As we are located at ground floor facing Middle Road, you can also order Grab Express or similar delivery services company to collect from our shop. We can curbside pickup as well. Just arrange with us directly.

Opening hours: 
Mon – Sun: 11am – 9pm
We open during Public Holidays unless otherwise stated

You can contact us at 65131383 or WhatsApp us at 
+6596679796

Shipping Policy For Order via Lazada, Shopee & Qoo10

We cannot commit to the actual delivery service level agreement as we depends on our delivery partners. Generally, there ought to be delay in delivery by these delivery partners during special sales occasions such as 11.11, 10.10, major public holiday and festival.

For orders via Lazada, we depends on delivery partner NinjaVan to deliver the order.
For orders via Shopee, we depends on delivery partner J&T to deliver the order.
For orders via Qoo10, we depends on delivery partner Qxpress to deliver the order.

There is no delivery on Sun and statutory Public Holidays in Singapore by these delivery partners.

Frequently Asked Questions (FAQ) Shipping Policy
Q. Do you offer cash on delivery (COD)?
A. We do not offer COD for order via Lazada, Shopee and Qoo10. All orders must be confirmed before we actually shipped out.

Q. Where are you located?
A. We are located at Central Singapore. All our products are shipped out directly from our shop to you.

Q. I am not at home/office in the morning, can you deliver after 6pm?
A. We have no control on our partner’s delivery time. 

Q. Can you delivery this item on a specific time?
A. We have no control on our partner’s delivery time.

Q. I need the item urgently, can I self collect the item?
A. Yes, you can self collect at our shop. Please refer to Self Pickup section for more details.

Q. What if I am not at home during delivery?
A. Our delivery partner will attempt to contact you if no one at home, you can provide instructions to leave the parcel in-front of your house, neighbor or security house. In the event a delivery attempt is unsuccessful due to the unavailability of the Recipient at the designated address, the Recipient will receive an email notice in relation to the failed delivery attempts.

Our delivery partner shall perform a 2nd and 3rd attempt to deliver said parcel. Pursuant to the 3rd failed attempt, our delivery partner shall return said parcel to the us and shall be deemed to have fulfilled its obligations and shall be fully entitled to the delivery fee for said parcel.

Q. The item that I purchase is a gift for someone. Can you provide gift wrapping services?
A. Yes, you can browse through our portfolio of gift wrapping in our InstagramContact us for details on charges and payment. We can gift wrap it before delivery.

Q. The item that I received is broken or not as described in the product page. How can I ask for return/refund?
A. Please take photos/videos of the item and WhatsApp us. We can advise you on the procedure to initiate a return/refund via Lazada, Shopee or Qoo10.

Q. Why does my order get cancelled from your end?
A. We may cancel your order if our products are out of stock or the product does not pass our Quality Control.

Shipping Policy for Order via Eileen Town

We understand there are special occasions such as wedding proposal, shop opening, anniversary celebrations, surprise party, events, etc. that requires a custom delivery services. As such, we provide special delivery for flowers and fortune cat purchased from our shop. Please refer to table below for fees and shipping policy for special delivery.

Terms and conditions:
Order received 24 hours before actual delivery date
Subject to availability
We take photo as a proof of delivery

Shipping Policy  

Shipping Policy
Same-day delivery: We do not provide any same-day delivery on this site. For the same-day delivery you can contact us.

Specific Times: We are unable to guarantee delivery at a specific time, but we are normally able to deliver within 10am – 9pm. You may request the time ranges in the notes when ordering, and we will do our best to accommodate your request.

We required buyers to provide us the complete address detail with recipient contact number in order to contact him/her. The buyer is also responsible to let us know that we should not contact the receiver through our notes.

No one at home: Depending on the delivery location, if the recipient is not available at the time of delivery, the delivery person may leave the gift in a safe place for the recipient to retrieve when they return, such as with a neighbor, guardhouse or leave a message for the recipient to call to arrange for delivery.

Changes: If you wish to make any changes your order, contact us. We will always do our best to make last-minute changes for you, but we can only guarantee changes (including to updating the delivery address and in relation to card messages) if changes are requested 24 hours before the intended delivery day.

Shipping Policy Last Updated
This shipping policy was last updated on 4th Nov 2021. If you have any questions, please feel free to
contact us. We will response to your question within 3 working days.