Shipping policy

Shipping Policy

At ELTWINE, every order is carefully packed and processed by our team with intention and care. We seek your understanding as a small, founder-led brand during peak periods.

Processing Time

  • Orders are processed within 2–5 working days (excluding weekends and public holidays).
  • During peak launches, sale periods, or festive seasons, processing may take slightly longer.
  • Orders are processed on a first-payment, first-serve basis.

Once your order has been processed, you will receive a shipping confirmation email with tracking details.

Local Shipping (Singapore)

  • Standard courier delivery: 2–4 working days after dispatch.
  • All parcels are delivered via our assigned courier partners.
  • A flat shipping fee applies at checkout unless otherwise stated.

Please ensure that your shipping address is accurate and complete. ELTWINE is not responsible for failed deliveries due to incorrect or incomplete address details.

International Shipping

  • International delivery timelines vary depending on destination.
  • Estimated delivery: 5–12 working days after dispatch.
  • Shipping fees will be calculated at checkout.

Please note:

  • Import duties, taxes, and customs fees (if applicable) are the responsibility of the customer.
  • ELTWINE is not responsible for delays caused by customs clearance.

Split Shipments

In some cases, your order may be fulfilled from different warehouses.

  • You may receive your items in separate parcels.
  • No additional shipping fees will be charged for split shipments.

Delays

While we strive to ensure timely delivery, delays may occur due to:

  • High order volumes during launches or sales
  • Courier service disruptions
  • Unforeseen operational circumstances

We appreciate your patience and understanding.

Failed Delivery & Redelivery

If a parcel is unsuccessful in delivery and returned to us:

  • Customers will be required to bear the cost of redelivery.
  • Our team will reach out with further instructions once the parcel is returned.

Order Amendments

  • Once an order has been placed and confirmed, no amendments or cancellations can be made.
  • This includes changes to item(s), size, colour, or shipping details.

Lost Parcels

  • Once a parcel has been marked as delivered by the courier, it is considered fulfilled.
  • ELTWINE will not be liable for lost or stolen parcels after delivery.