Frequently Asked Questions
Where do you ship from?
What currency is your shop in?
Our shop is priced in USD. Paylah & Paynow payment method is available for Singapore residents with 1 USD : 1 SGD conversion rate.
Are you available for commission work?
Sadly we are not accepting commission at the moment.
Can I take your designs and sell them as stickers/prints in my store?
Sorry but please do not do that!
How long does it take for my order to mail out?
We mail our orders in batches. Do check the banner on our front page for the exact mailing date.
Do you ship internationally?
(Please take note that we are currently not shipping to UK due to the new VAT rules. And also countries that are not accepting postal mails due to COVID border closures.)
All orders to USA, Canada, Australia, New Zealand, Poland and Malaysia are shipped via EPACKETS (ePAC).
Orders to the rest of the world are shipped via International Tracked Airmail.
Both shipping methods provide online tracking updates. An email notification with the tracking number/link will be sent to you upon fulfilment of your order.
When will I receive my order?
With the ongoing COVID-19 situation, many postal operators have announced service delays. In addition, postal delivery may be delayed due to:
- Increment Mails for Festive Posting
- Tighter Customs Security at some countries
- Adverse weather conditions, particularly in USA, Canada and Europe
- In a situation of mail backlots, transit time may take up to 1 month or even longer than usual
Estimate Delivery for International Orders: Between 3 and 12 weeks after shipment
(EPACKETS & Tracked Airmail requires an additional 2 days as it is a recorded delivery service)
Estimate Delivery for Local (Singapore) Orders:
Basic Package (Untracked): Between 3 - 5 working days
Tracked Package (SmartPac/JT Express/Speedpost): Up to 5 days
My order tracking info showed that the package is delivered but I didn't receive them?
Please contact your local post office to check if your package is being held there. They will be the best to help you in locating your package as they are usually able to look up the GPS location of your package.
You may also try asking your neighbours to see if your package was misdelivered to them. (Yes, we do have this happened to our customers!)
We seek your understanding that once the packages are shipped out of our hands, we do not have any control on the shipping tracking and timing.
My package is bounced back to you. What should I do?
An email will be send to you if we receive any bounced packages. You may choose to have it shipped to you again after payment of reshipment fee or you may choose for a refund of the items excluding the original shipping fee.
UNITED KINGDOM (UK)
Please email us the products that you would like to purchase and we can do a custom order at our Etsy store (https://www.etsy.com/shop/nandecolle)
Alternatively, you can shop through our store but NANDECOLLE.COM will not be responsible for any import VAT, taxes or other processing fees. All charges must be handled and paid by the customers. Should any packages returned to us due to unpaid fees, no refund will be make at our end.
With the introduction of the new VAT rules as of 1 July 2021, all shipments that are sent from outside of the EU region will be subjected to VAT.
NANDECOLLE.COM will not be collecting any VAT on purchases made from this website. Customers who purchase from nandecolle.com acknowledge and understand that they will be responsible for the payment of VAT and other handling, processing fees that are incurred by their package.
Failure of such fees will result in delays of shipping timing or packages returning to us. You may choose to have it shipped to the again after payment of reshipment fee or you may choose for a refund of the items excluding the original shipping fee.
Alternatively, EU customers who wish to have VAT settled in their purchases can email us the products that you would like to purchase and we can do a custom order at our Etsy store
I have placed 2 or more orders, can I combine and ship them together?
Yes, you may do so! Please send us an email email@example.com with your order numbers.
We will also check on all orders before shipping to see if there are multiple orders placed using a single email. An email will be send to you in this case.
Can I do returns, exchange or refund on my order?
Please note that all sales made are final.
We are unable to issue any refunds if:
- Your package is lost due to incorrect mailing details provided in your order
- The delivery status of your order has already showed "Product Delivered"
My package is missing / received incorrect / damaged items. What should I do?
Please send us an email firstname.lastname@example.org with your order number so that we can help you.
I ordered the wrong size for the T-Shirt, can I change them?
We will only be able to change the size of your T-Shirt if your order has not been shipped out. Please send us an email email@example.com with your order number and the correct size immediately. Unfortunately if your order has been shipped out, we are unable to provide any changes, returns, exchange or refunds.
All of our enamel pins are filled and polished by hand. As such, slight flaws might occur during the production phase. We have personally checked through the pins to ensure that it is categorised accordingly to each grading quality as described below.
Standard Grade Pins
Our standard grade pins have no major defects. Tiny imperfections are only visible upon close inspection.
Example of imperfections on Standard Grade Pins:
- Small specks of dust, pores or stray glitter on enamel
- Light buff marks and/or scratches on metal plating or enamel
- Very minor underfilled, overfilled and/or uneven fill on enamel
- Slight misalignment of screen printing
- Other imperfections that are only visible upon very very close-up inspection or looking at the pin under certain angle
Second Grade Pins - Grade B & C
Second grade pins have major noticeable defects and are sold at a discounted price.
Example of imperfections on Second Grade Pins:
- Noticeable marks and/or scratches on enamel
- Missing enamel fills on certain parts of pin
- Deep buff marks, scratches and/or oxidation on metal plating
- Very bad misalignment, missing screen printing
We reserve the rights to reject orders requesting for perfect pins.
Please contact us if you have any questions or concerns: