FAQ

Order & Payment

All prices are listed in Singapore Dollars. You may direct all general enquiries to contact@oneninestandwardrobes.sg or contact us here

Enquiries will be attended to within 3 to 5 working days (excluding weekends and public holidays). Please refrain from sending us multiple emails within 5 working days if you do not receive a reply. This will mean your email is pushed further up and it will take us even longer to get back to you. Rest assured we will get back to you as soon as possible.

Placing an order

To make a purchase, simply add item to your shopping bag and click ‘Check Out’. Do ensure that the correct size / color are selected as no changes will be allowed upon check out.

For orders containing both instock and backorder items, you may choose different shipping methods if you wish to receive your instock items first. Additional shipping charges may apply.

Delivery Information

We dispatch all parcels within 3 to 5 working days after payment is verified. Kindly note that the delivery times stated below are calculated after the date we ship out the parcel. We provide doorstep delivery services for all local orders. Please kindly provide a valid local contact number for delivery purposes. Kindly note that we do not deliver to PO Box addresses, Tuas and Sentosa. For international delivery, we provide DHL Express and Economy Worldwide shipping options.

Courier (Local Delivery within Singapore)

$9 per parcel. This is a doorstep delivery and parcels may take between 1 to 3 working days (excluding date of shipment, weekends and public holidays) to be delivered to local addresses from the date of which the parcel is shipped/leave our warehouse. Once your order has been shipped, we will send an email containing the tracking number for your parcel as well as the link to track your parcel. This information can also be found under your Order History. 

Kindly note that this is NOT a timeslot delivery and delivery can be anytime between 9AM to 10PM. For office addresses or night delivery to home addresses, please indicate your available range of timing under theOrder Comments box at the check-out page and this will be fulfilled on the best effort basis. Kindly also note that there will only be 2 attempts at delivery, but the second delivery date can be arranged by the recipient. The parcel will be returned back to us if the second delivery attempt fails and subsequent redelivery will be subject to shipping charges.

International Delivery

Calculated automatically based on weight of parcel and delivery country. Tax and duties not included. Customers are advised to check on the destination country’s relevant import charges before purchase.

Parcels may take up to 12 working days (excluding weekends and public holidays) to be delivered subject to no unforeseen delays by customs. Parcels may be delivered by various delivery companies which may include the destination country’s national postal service. A shipment confirmation email with the tracking number will be sent once your parcel has been shipped. This tracking number can also be found under your account. Customers are advised to retrieve the tracking number and trace their parcels at the respective assigned delivery companies’ website. 

Delivery time varies for international addresses depending on region. Below is a rough estimation of delivery time from date of mailing (barring no complications at customs or any other unforeseen delays):

Malaysia: 2 to 10 working days

Indonesia: 3 to 12 working days

The Philippines: 3 to 12 working days

Hong Kong / Taiwan / Thailand / Brunei / Vietnam / India / China / South Korea / Japan: 3 to 7 working days

Australia / New Zealand: 3 to 8 working days

USA / Canada / UK / Europe: 4 to 12 working days

By purchasing, we deemed the customer as agreeable to their parcels being mailed via the various mail service provider(s). Thread Theory will not be held liable for delayed and missing mails by mail service provider(s). However, we will render our best assistance in helping you to attempt to retrieve any missing mail.

Returns and Exchange Policy

We accept returns for all regular-priced clothing purchased directly from our online store in exchange for store credit of the item value. The store credits are valid for 180 days (6 months). There is strictly no cash refund.

Return Conditions:

  1. Return request must be submitted within 14 days from date order is shipped. For international orders (not Singapore), request within 30 days.
  2. Item(s) must be returned within 7 days once the return request is approved.
  3. Item(s) must be in its original condition with original plastic packaging, tags, accessories and box if applicable. Items must be unworn, unwashed, unaltered, unscented, and no cosmetic stains.
  4. Return packages must include order ID number, name, address and Return Form for identification purposes. If you are unable to print, write the required details on any A4-size paper.
  5. Sale items, items purchased during promotional period (GSS, Black Friday etc), life-style items, intimates, accessories, bags are not eligible for returns. 
  6. Orders made with a discount code are not eligible for returns.
  7. All postage costs for returns will be borne by customers.
  8. Return requests must be lodged by the original buyer for purchases made directly on our website. We do not accept returns for items purchased via third parties.
  9. Store credits will be credited into the account which was used to place the order, it cannot be transferred to another account.
  10. Store credits can only be used once, and are not eligible for another return.
  11. One Nine Stand reserves the right to reject the return of any item it deems unsalable and/or does not fulfill the return conditions.

 

Step 1: Submit Return Request (14 days from date shipped): 

  1.  Send in your Refund Request within 14 days from the date shipped and ensure the item fulfills Return Conditions. (Applicable to both international & Local orders)
  2.  Log in > click “Orders” from the dashboard > Find order >  click “Request Refund”  > Indicate item(s), enter Quantity, Return Reason, Resolution & Return Method.
  3.  After submission, it will take 3 to 5 working days to be reviewed. An email will be sent upon approval or status can be checked under account.
  4. If you’ve chosen to mail back your parcel, please log in and submit a tracking number for the return request to be approved.

 

Step 2: Return Item via Mail (7 days after request is approved)

  1. Please mail / return the item(s) within 7 days in order for your return item(s) to be accepted at: 

One Nine Stand
11 Tuas Bay Close, #01-20 West Star
Singapore 636996

2. Store credits will be processed within 7 working days upon the receipt of the returned parcel (excluding weekends, public holidays, and office closure). It will be issued into the member’s account, valid for 180 days (6 months). 

 

DEFECTIVE OR INCORRECT ITEMS

We are really sorry for any mistakes with your order. Please email us at returns@oneninestandwardrobes.sg within 14 days from the date parcel was shipped (for local orders) with the following information:

  • Order ID number, product name and size of affected item.
  • Clear picture / video with description of the defect or incorrect item.

Our team will furnish you with greater details on returns via email. Item(s) must be in its original condition with original plastic packaging, tags, accessories and box if applicable. Items must be unworn, unwashed, unaltered, unscented, and no cosmetic stains. A one-for-one replacement is usually provided where we can. In the event that the item is out of stock, we will provide a refund in store credits.

 

PRODUCT TOLERANCES

We seek your kind understanding that if products fall within acceptable tolerances, they would not be considered as defects.

Measurements

We try our best to be as accurate as possible but please kindly note that there may be a 0.5″ to 0.7″ difference in our given measurements as apparels are mass manufactured. The products are measured when laid flat, across respective areas using international inch unit measurement.

Colours

We always strive to depict and correct each item’s true colour to the best of our ability. However, colours may still deviate slightly on different screens as different technological devices have varying screen colour resolutions and colour settings (e.g: Night Mode vs True Tone Mode on iPhones). Perceptions of colours may also vary for different individuals and colours can be affected by lighting conditions in which the viewer examines the product. For instance, a product’s colour may be affected by outdoor and indoor lightings of different tones or intensities. 

What Constitutes As A Defect

An item is considered defective if its functionality has been compromised and/or overall look when worn is affected. The defect must be sustained at source and clearly visible upon receipt, before any washing. It is not caused by improper handling or wear and tear. 

Self-inflicted damages to the product such as use of overtly strong detergent, bleach, soaking, high heat and abrasion during wear are not considered defects:

  • Colour transfer that is self-inflicted during wash.
  • Furring and thread pulls that are self-inflicted due to abrasion against rough accessories. This is considered wear and tear.
  • Bursting of zips or buttons due to improper handling or wrong size ordered.

Some limited examples of minor imperfections that do not affect product’s overall functionality and hence, are not considered as defects are as follows:

  • Minor loose threads or buttons that can be easily rectified.
  • Varying placement of print or embroidery due to the cut of fabric.
  • Denim washes that are of varying consistencies inherent in denim wash procedure.
  • Denim and embroidery frays that are part of its design.
  • Minor dirt that can be washed off with soap and water.
  • Minor specks inherent in the fabric that are part of the manufacturing process.
  • Technical markings that can be washed off or blown.
  • Slight colour variances due to different screen colour resolutions, settings and individual perceptions.
  • Slight measurement variances of between 0.5″ to 0.7″ that are part of product tolerances.
  • Apparel not fitted well at intended areas due to varying body proportions for different individuals.

One Nine Stand is not liable for amounts beyond the value of the item sold. 

Should there be any other issues with your order and product, our Returns Team would gladly assist you with it. Please drop us an email at returns@oneninestandwardrobes.sg, thank you very much.