1. Do I need to sign up for an account with Wisteria to place an order?
Yes, you need to sign up for an account with us to place an order. Having an account with us will enable you to check on your order and/or payment status on your account page. You will also be able to save time and have your address pre-filled upon checkout.
2. How can I make payment and how long does payment verification take?
We accept payment via Paypal, Credit and Debit Cards, Internet Banking and ATM transfer. For payment via Paypal, an instant payment verification will be sent to your provided email confirming the payment. For Internet Banking and ATM transfer, you will have to provide us the transaction details via our email. Once the payment is received, we will process the order accordingly.
3. How long does Wisteria take to reply my email?
Our office is open from Monday to Friday, 11am to 8pm. We do our best to reply your emails as quickly as we can within 24-48 hours. Please note that we are closed on weekends so emails sent during the weekends will be replied to on Monday or Tuesday.
4. Can I make changes to my order after it has been placed?
In order to process your orders efficiently, we encourage you to check through your order carefully before confirmation and we are sorry that we are unable to make changes to an order after it has been placed.
5. Why do I need to place a separate order for backorder items?
Backorder items can sometimes take up to a month to arrive. If you are ordering more than one item and would like to receive your in-stock items first, kindly put in a separate order for the backorder item(s). If you put in a combined order of in-stock and backorder items, we will send your combined order to you only when the backorder has arrived. Please note that there can be unforeseen delays for backorder items due to the manufacturing process. Please place an order for backorders only if you are comfortable with possible delays.
6. How long does Wisteria take to send out my parcel?
We process orders within 2 working days upon confirmation of payment. If you have not received a shipping notification from us within 3 working days, do email in to us with your order number. Please note that if you have backorder items in your order, we will only ship out the entire order when the backorder has arrived.
7. I have not received my parcel, what should I do?
Tracking for your parcel can be done at either Ninja Van's website: https://www.ninjavan.sg or SingPost's website: http://www.singpost.com/track-items.
8. I missed my delivery, what should I do?
Ninja Van will send you a rescheduling link to your email for rearranging of delivery. Please note that there will be up to two delivery attempts and an additional top up of delivery fee may be required for a third attempt.
9. My item does not fit me, can I request for an exchange?
We allow a one-time exchange for all regular priced items. Items bought on sale or with a discount code cannot be exchange. Please refer to our Returns and Exchange Policy HERE for further details.
10. Do you do meet ups or can I self-collect my purchase?
Unfortunately, we do not offer any meet up or self-collection at the moment and all transactions will be done strictly via courier or mail services.