FREQUENTLY ASKED QUESTIONS

General

Where are you based?

  • hillybillysews is based in Singapore, a tiny tropical country in Southeast Asia!

  • All items in our shop will be priced in SGD :)

Ordering

How long does it take for my order to be processed?

  • Ready made items will be processed and mailed within 3-5 business days 

  • Pre-ordered items will be processed and mailed within 5-14 business days

Do you ship internationally?

  • Yes we do :) Do select your respective country in the checkout area, and shipping costs will be calculated according to the destination & total weight of your purchase

Delivery Policy

What are the delivery options for local customers?

  • Normal mail (not tracked nor traceable)

    • SGD $2​

    • Delivered within 5-7 business days after order has been processed

    • We will not be liable for any lost packages delivered via normal mail

  • Tracked mail​ (recommended)

What are the delivery options for international customers?

  • Tracked mail only

    • ​Shipping rate is based on the destination & total weight of your purchase, which will be calculated in the checkout area

    • Your parcel can be tracked via https://www.singpost.com/track-items/

    • Due to the COVID-19 situation, international delivery has been delayed and it will take approx. 5-8 weeks for orders to be delivered

My tracking number is not working, what should I do?

  • After receiving an email stating that your order has been dispatched, do allow 1 day for the tracking code to be activated as Singpost will require some time to key the tracking code into their system

  • If your tracking code still does not work, do drop us an email at hillybillysews@gmail.com with your order number :)

I have not received my parcel yet, what should I do?

  • Do note that shipment might be delayed during festive periods

  • If you still have not received your order after 14 business days (local), drop us an email at hillybillysews@gmail.com with your order number and we will be more than happy to assist you :)

Returns Policy

Can I exchange my purchase for another product?

  • Unfortunately, all purchases are not eligible for return or exchange :'(

I received a defective product, what should I do?

  • If you have received a defective item, an exchange will be provided when we are notified within 3 days of receiving your order, provided that the item is unused and still has its original tags attached

  • Please drop us an email at hillybillysews@gmail.com with your order number and pictures of the defective item :)

I received a wrong order, what should I do?

  • We are very sorry for mixing up your order!

  • Please drop us an email at hillybillysews@gmail.com with your order number and pictures of the items, and we will make sure that you receive the correct items :)

Care Instructions

  • Scrub caps

    • Hand wash with light soap / machine washed in a mesh laundry bag

    • Hang out to dry 

    • Warm iron if needed

  • Fabric masks

    • Hand wash with light soap (do not machine wash!)

    • Hang out to dry 

    • Warm iron if needed

  • Pinch pouches

    • ​Spot clean with mild soap and water

  • Assorted pouches

    • Spot clean with mild soap and water

Can't find an answer to your questions? Drop us an email at hillybillysews@gmail.com or submit your queries here :)

© 2020 by hillybillysews

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