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

  • Assorted pouches

    • Spot clean with mild soap and water

  • Pinch pouches

    • ​Spot clean with mild soap and water

  • Fabric masks

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

    • Hang out to dry 

    • Warm iron if needed

Customisation

Does hillybillysews offer custom orders?

  • Yes we do! :D

  • Do check out our available fabric at our fabric catalogue before submitting your custom requests to hillybillysews@gmail.com, and we will get back to you as soon as possible :)

  • An additional fee may apply if your request is beyond the scope of our current product designs

What is the lead time for custom orders?

  • No lead time is guaranteed as this will depend on our availability and the type of project requested by the customer

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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