Here you will find answers to the most frequently asked questions about our products:
- Delivery Questions
- Orders & Payment
- Returns & Exchange
What are your shipping rates?
Please kindly visit our Delivery Policy for detailed information.
How can I track my order?
You should have received an email confirmation of your order – delivery and tracking information are inside your email.
Do you deliver overseas?
Yes, please kindly visit our Delivery Policy for the international shipping rates.
Can I change my delivery address after I have made an order?
Yes, please call us at 6692 9669 or email us at email@example.com and we will sort things out. If an order has been released to the courier company (usually within 24 hours of your order), it is not possible for us to change the delivery address.
Why have I not received my order?
If your order has not been delivered by the promised delivery lead time, please email us at firstname.lastname@example.org.
What if no one is at home to receive the package?
If orders are undelivered during the first try, our courier will contact you to arrange another delivery attempt. We will attempt delivery up to 3 times before returning your order to the warehouse. If you require additional delivery after that, another round of courier fees will have to be charged.
Can I ship to an address that is different from my billing address?
Yes, that option is available during your checkout process.
What do the order statuses in my account mean?
- Pending – we are verifying your order.
- Processing – we are picking your order in our warehouse.
- Despatched – this order has left our warehouse and is with our courier. If you have an outstanding item on pre-order, it will show as Processing even though your other parcel has been shipped.
- Shipped – this order is enroute to you.
- Completed – you have received the order.
How will Snapkis package my order? Will it be bubble-wrapped?
It depends on the product – fragile items will be bubble-wrapped to prevent damage to the product. All items will be delivered in a box or envelope.
How do I know if my online order has been successful?
When you place an order on our website, you will receive an email containing your order and invoice.
How can I amend or cancel my order?
We are unable to amend existing orders once they have been placed. Please cancel your current order and place a new one. You have a 2-hour window to cancel your order.
You can cancel your order by visiting your account online. Click on ‘my account’ at the top of the page. If your order status is ‘processing’, your shipment is being prepared and you will not be able to cancel. We usually process all orders within 24 hours.
How do I pay you?
We accept Mastercard, Visa and Paypal.
Why has my order been cancelled?
We apologise that your order has been cancelled, the reasons for cancellation are normally due to a payment problem, stock issue or due to a technical error on our website. Please contact us via email at email@example.com or call us on 6692 9669 from 9am – 6pm Monday – Friday.
What is the ‘Card Validation Code’ I’ve been asked for during my purchase?
The Card Validation Code (CVC) is the last three small numbers printed on the back of your credit or debit card. Turn your card over, and look at the signature strip. You will see some printed numbers. The last three digits are separated from the others by a space. These last three digits is your Card Validation Code.
I do not have a Paypal account nor a credit/debit card. Can I pay via bank transfer/cash deposit/cash via mail?
We are sorry that we do not offer that option.
How do I make an order? (Step-by-step guide)
Select the product you want, enter the quantity you need, and click “add to basket”. Click on the “shopping cart” at the top right hand – your full shopping basket will be displayed. Click on “check-out” at the bottom of the page. This will bring you to check-out form – you would need to enter in details such as billing, delivery and payment details.
Can I change my shipping address?
You may update your address book by clicking the ‘my account’ link at the top of the page and selecting ‘address book’, from here you can add, remove and amend your addresses. If you have already placed an order, changes will not alter the delivery details of your existing order.
Orders & Payment
I have received an incorrect/missing/defective item in my order, what should I do?
We apologise for your incorrect/missing/defective item. Please email firstname.lastname@example.org and we will get back to you as soon as we can. We will replace the item upon return, or refund you if the item is not available.
Is there a cost if I decide to return my item via courier?
If you have ordered the wrong size or colour, shipping cost back to Snapkis would be borne by the customer.
If you receive an item which is damaged or defective, we are happy to replace the product at our cost. The damaged item has to be returned. If you prefer not to replace it, we will refund you the balance after delivery charges.
I returned some products but I have yet to receive my refund. Why?
The refunds or exchanges are processed when your items arrive back at our warehouse. Please allow 14 business days for processing.
In the unlikely event that you haven’t received your refund/exchange within this time, please contact us at email@example.com and we will respond to you as soon as possible.