Refund and Shipping Policy

At InTouchWe.com, customer satisfaction is our top priority. We want to make sure your shopping experience with us is smooth and hassle-free. Here's everything you need to know about our policies on shipping, returns, and lost packages.

Shipping Costs

Dispatch

We aim to ship orders within 3 business days after payment has been received. Our production house is open Monday through Friday during regular business hours, with the exception of national holidays. We do our best to minimize any delays in shipping.

All of our shipments come with a tracking number that you can use to track your package online. The tracking number will be updated upon shipment. If you have any questions about the status of your order, please don't hesitate to contact our customer service team for assistance.

Late Deliveries

Most of our deliveries arrive on time, but occasionally orders may arrive after the scheduled delivery date. This can be due to factors such as incorrect address information, missing unit or apartment numbers, bad weather, or international customs procedures.

To minimize the chances of incorrect address entry, we use Google's address lookup to get as accurate addresses as possible. However, we highly recommend that you review the completeness and accuracy of your address to avoid any delays. If your order is delayed, you can check the anticipated delivery date and track your package under your orders. Make sure to confirm your mailing address and add any delivery instructions to prevent issues. If you're still having trouble, please contact our customer service team for assistance.

Undeliverable Packages

If a package is returned to us as undeliverable, we will automatically issue a full refund (including shipping charges, except for some handling charges). You will receive an email within 48 hours of the undeliverable scan with details on the return and refund.

Change of Shipping Address

We can change the delivery address for an order at any time before it has been shipped. If you need to update your shipping address, please contact our customer service team as soon as possible.

Out-of-Stock Items

If an item in your order is out of stock, we will ship the available items first and the remainder will be shipped as soon as they are back in stock. If you don't want to wait for the out of stock items to be restocked and would prefer a refund, please let us know and we will process the refund for you.

Please note that our inventory information is regularly updated on our website to avoid any disappointments after placing an order. If you have any questions about the availability of a particular item, don't hesitate to contact our customer service team for assistance.

Parcels damaged in transit

If you receive a parcel that has been damaged in transit, please reject the delivery and contact our customer service team. If the parcel was delivered without your presence, please get in touch with our customer service team to determine the next steps.

Duties & Taxes

Sales Tax
Our prices on InTouchWe.com include all applicable taxes in Singapore. The price you see is the final price you will pay. For international shipments, please refer to the "Import Duties & Taxes" section below for more information on applicable taxes and fees.

Import Duties & Taxes
As the customer, it is your responsibility to ensure that the product can be legally imported to the destination country when placing an order on InTouchWE.com. International shipments may be subject to import taxes, fees, and customs charges (collectively known as "Import Fees") by the customs office of the destination country. The Import Fees vary depending on the customs policies of the destination country and can be based on factors such as the product category and price, shipping costs and package weight, customs clearance channel, and custom duty amounts. Customs regulations vary widely and some countries may not impose import taxes on products under a certain price threshold. For more information, please contact the customs agency of the destination country.

Lost in Transit

Hey, we get it - sometimes things happen that are beyond our control. If your package gets lost in transit, don't worry! Just get in touch with our customer service team and we'll sort it out for you. We'll process a refund or replacement for any lost or damaged packages. So go ahead, take a deep breath and relax. We've got you covered.

Customer Service

If you have any questions or concerns, please don't hesitate to contact our customer service team at hello@intouchwe.com. We're here to help make your shopping experience with us as enjoyable as possible.