Store Policies
PAYMENT
Is this online store secured for online payment?
The Hour Glass takes the security of online transactions seriously.
Our online store runs on 256-bit SSL certificate that protects credit card and transaction data at the same security level provided on bank websites or applications. Our online payment gateway is also certified Level 1 PCI DSS compliant, the highest level of payment security standard available. We do not store your credit card or debit card details.
What payment methods do you accept?
We accept both debit and credit cards from AMEX, VISA, MASTERCARD.
Please note that during the checkout process, for added security, your bank may prompt you to enter an One-Time Password (OTP) on our webpage. During this period, please do not close your browser.
What currency do you bill in?
We bill exclusively in Singapore Dollars (SGD). At point of payment, we bill in SGD, and your credit or debit card provider will convert this into your card default currency and bill you accordingly.
SHIPPING
When will my order be processed?
We target to process and ship all orders within 14 business days from the date of purchase. Upon successful checkout, you will receive an order confirmation email. You will be notified via email, once your order has been shipped.
Actual delivery time will be subject to the logistics provider and the destination customs inspection and clearance.
Do you ship internationally?
Our shipping destinations may differ from time to time. For more details, please refer to the checkout page.
How can I track my order?
Once your order has left us, you will receive an email containing an airway bill number and a tracking URL to track the progress of the shipment online.
Is my order insured during shipping?
We insure all purchases during the time it is in transit until it is delivered to you. Should your purchase be lost during transit, we will replace it with the same products order, or refund the amount paid by you in full.
Do you ship to PO boxes and freight forwarding addresses?
No, we do not ship to PO boxes for security reasons.
Do I have to pay customs duties and taxes and customs fees if I’m buying outside of Singapore?
To facilitate the delivery of your order directly to the shipping address provided during the checkout process, your orders will be shipped on “Customs Duties and Taxes paid by sender” basis.
Custom Duties and Taxes are calculated by the Harmonised System (HS) code we deem most appropriate for your order.
As part of the purchase process, you agree to pay for the taxes, duties, fees or charges applied by customs or other authorities in the country of receipt. You must comply with all laws and regulations of the country in which you are receiving the order. Any additional charges for customs clearance must be borne by you; we have no control over these charges. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs office for further information.
Do I have to pay taxes on my order if I’m buying from Singapore?
Yes. All local orders are subject to Goods and Services Tax (GST) at the prevailing rate of 7%.
RETURNS
What is your returns policy and process?
Customer satisfaction is paramount for The Hour Glass and we endeavor to ensure you are satisfied with your order. You may return your order to us for a refund of the original amount paid to us, if the product is found with manufacturing defect(s) upon your receipt, and if the product meets our quality assessment when received by us. We shall determine the merits of any returns at our sole discretion.
To return an item, please send an email to thepersistenceofmemory@thehourglass.com and indicate your order number. A Customer Service representative will get in touch with you and send a Return Request Form for your completion. If the returns fulfill our assessment criteria, you will then be provided with an authorisation number.
To apply for a refund, please initiate a request for an authorisation number within 7 days of receiving the order and ship the product to us within 3 days of the authorisation number being issued. Products must be returned with the original invoice shipped together with the product(s). The product(s) are to be in an unused state and in brand-new condition, with all original shipping and product packaging, protective materials, and tags in place.
The Hour Glass will not accept any returns if the product shows signs of wear, or has been used or altered from its original condition in any way, or if the 7-day returns authorisation window or the 3-day shipping window has passed.
If your order is found to have manufacturing defect(s) through our quality assessment, we shall return the amount paid by you in full through the same debit or credit card you had used to pay. Alternatively, we may ship a new replacement product. In both cases, the cost of the returns shipping will be borne by us. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
If your returns do not meet our quality assessment, we shall ship the same product(s) which you have returned, back to the same shipping address as your original order. We will also send you an invoice for the returns shipping fee.