We are based in Singapore!
World Wide Shipping will be available soon

Standard Orders

All standard orders will be processed within 3-7 business days. You will receive an email from us once your order is confirmed. If you are placing a large order (for customized / personalised items), please kindly contact us at hello@nineteen.sg to check on the processing time before placing the order.

All orders will be dispatched from Monday to Friday only, excluding public holidays. If you have placed an order with us on Friday, the earliest dispatch day will be on the following Monday. You will receive another email from us with the tracking number once your order has been dispatched.

Delivery within Singapore

All standard couriers will be charged at a flat rate of SGD$5.00 per order.

We offer free shipping for orders above SGD $50.00.

We do not deliver to selected restricted areas in Singapore. If you are unsure, please contact us at hello@carlour.com to check if we are able to deliver to your designated address.

We are not responsible for any delay on 3rd party courier delivery as it is not within our control. However, we will try our best to reach out to our courier partners to resolve the issue with you and the courier partners.

Unsuccessful delivery

We know mistakes happen, but in the event of you accidentally supplying a wrong delivery address, we will do our utmost effort to change this if the item has yet to be dispatched. If, however, a wrong delivery address has been supplied and the item gets sent back to us, we will have to charge a re-shipping fee of SG$8.00 for each additional attempt.

Self-Collection

Self-collection is currently unavailable.

Delivery to countries outside Singapore

Please be patient with us. World Wide shipping will be available soon!

Returns & Exchanges

Every product is carefully inspected before we pack and send them out.

All orders placed and NON-RETURNABLE and NON-EXCHANGEABLE. Please check all details before placing your order. In the event of duplicated orders, we will cancel the duplicated order and the amount will be refunded. Refunds may take up to 30 days to be processed, subjected to your credit card’s billing cycle.

We do not accept any exchange or return due to change of mind, or if the item(s) does not suit your needs.

However, we will offer an exchange or refund within 7 days from the date of delivery/collection for all items purchased with us on these conditions:

Damaged / faulty item

a) Wrong product is delivered due to error on our part.

b) Missing packs in the product.

Kindly note that we accept only unopened items for returns. Should you have any of the above problems with your order, please start a return request by contacting us at hello@carlour.com.

You must include in your return request:

(a) the reason for the return request;

(b) photos / pictures of the issue.

Items sent back to us without first requesting a return will not be accepted.

Carlour reserves the right to determine, in our sole discretion, whether to approve or reject each return request.

In the event that your return request is approved, we will send you a return shipping label. You are required to pass the parcel to our courier partners and they will deliver the items back to us. In the event that you have missed the originally arranged time, you are required to pay for the courier fee.

The item to be returned must be:

• In its original packaging

• Unworn, unwashed and unaltered (if applicable)

We reserve the right to reject any item returned if it does not meet the above requirements for returns. In such an event, you will need to pay for the shipping fee for us to return the item back to you.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as notify you of the approval or rejection of your refund.