FAQ

We accept all major credit and debit cards, including Visa, Mastercard and AMEX. Additionally, we accept payment via Google Pay, Apple Pay, PayPal, UnionPay and Shop Pay.

You can select your preferred payment method at checkout.

We aim to fulfill our orders within the same or next day, so your order may have already been packed and shipped to you. As such, we recommend checking your order carefully on the checkout page before placing it. Regardless, you can reach out to us here and we’ll do our best to assist you.

Unfortunately, once an order has been placed, it cannot be canceled due to costs upon transaction completion. However, we do understand that situations may arise where changes are necessary. In such cases, we’re happy to provide a refund in the form of credits for future purchases.

Unfortunately, all orders that are shipped cannot be cancelled.

You can find the status of your order in your account page. Once the status is changed to “Completed”, it means the order is ready for shipment. An email will be sent with your tracking number once it’s shipped out. If you did not receive a shipment tracking email, feel free to contact us here and we’ll respond within 1 working day.

We’re sorry to hear that the item you want isn’t available! Please contact us here to make a request.

USA orders: Import duties and taxes are already included in the price. You will not need to pay anything extra upon delivery.

All other international orders (outside Singapore): Import duties and taxes are not included. An estimate of these charges will be shown at checkout when you select your shipping option. Please note that the final amount may vary depending on your local customs authority.

(Singapore only) Free shipping - No shipping is charged if an order is above a specified amount (you can find this promo in the announcement bar at the top of the page or when checking out)

(Singapore only) Flat Rate - SGD 5

(Singapore only) Express Shipping - SGD 25

Shipping outside of Singapore - Calculated at the checkout page

We ship worldwide! Shipping rates depend on the items in your order and are automatically calculated at checkout.

Certain addresses within Singapore are listed as restricted and we do not offer deliveries to such locations.

You may find the full list of restricted zones in Singapore here.

Singapore orders: Orders are usually picked up within 1–2 working days after being placed. Delivery typically takes an additional 1–3 working days. Please note that during peak periods or public holidays, deliveries may take longer than usual.

International orders: We offer a range of shipping options at checkout, generally between 1–6 working days depending on the destination and shipping method selected. Please note that customs inspections or local clearance procedures may cause additional delays, which are unfortunately outside our control.

Once your order has been fulfilled and shipped, you will receive an email indicating your tracking link.

For local shipping, deliveries are usually made between 10AM to 6PM. If you would like to choose a time for it to be sent, there is an express shipping option available. Kindly reach out to us here with your request.

Yes, we have a showroom where you can collect your items from. For collection, please drop us a DM here so that we can prepare your item ahead of time and make an arragement. Pickups can only be done between 11AM - 5PM, Mondays to Saturdays excluding public holidays.

If you order in-stock items along with a backorder item, your entire order will be shipped together once the backorder item is ready. If you’d like the in-stock items to arrive sooner, we recommend placing a separate order for those items.

If you realise there’s an error in your shipping address after your order has been shipped, please reach out to us as soon as possible.

In some cases, it may be possible to request a change of address with the courier. However, this is subject to the courier’s approval and any additional fees they may charge. If a change of address is successful, these fees will need to be borne by the customer.

If the delivery is unsuccessful and the parcel is returned to us due to an incorrect or incomplete address:

• You may request a re-delivery, in which case additional shipping charges will apply.
  
• Alternatively, you may opt for a refund of the items only. Please note that original shipping fees are non-refundable.
  

To help avoid delays or additional charges, we recommend carefully reviewing your shipping details before placing your order. If you’re unsure about any part of your address, feel free to contact us before checkout — we’re always happy to help.

To keep your gift box in perfect condition, we only offer same-day delivery for these items.

We only accept returns, refunds, or exchanges if your item:

• Arrives defective (not functioning as intended), or
  
• Arrives broken/damaged during delivery.

We do not accept returns for change of mind, wrong size, or general dissatisfaction.

Only items deemed defective or broken on arrival are eligible.

⚠️ All return requests must be made within 3 days of receiving your order. After this period, all sales are considered final.

Take photos of the defective or broken item.
If the issue needs to be demonstrated (e.g., product not functioning), please also provide a short video.

Email us at customercare@stackedstore.com with the subject line:

RETURN REQUEST: ORDER #ST-[Your Order Number]

Our team will review your request and may follow up with additional questions.

If your return is approved, please pack the item securely in its original packaging.

We will arrange a courier pick-up. Pick-ups can take place between 10AM and 7PM, so please ensure someone is available during that window.

Once we receive the item, a replacement product will be shipped to you.

If a replacement is not available, we will arrange a refund.

Due to the high cost of international return shipping, we are unable to accept physical returns from overseas customers.

If your item arrives defective or broken, please contact us within 3 days of receiving your order with:

• Clear photos (and video if necessary), and
  
• Your order details.
  

Our team will review your case and, depending on the product and the extent of the defect, will work out an appropriate arrangement. This may include a partial refund, store credit, or a replacement shipped directly to you.

For returns & refunds associated with import duties and taxes, please refer to the section below.

There are two types of refunds we can provide:

• Store credits
• Cash refunds

Please note that we do not provide cash refunds unless an exchange for the item you originally ordered is not available. Regardless, refunds are processed within 3 working days. If we initiate a cash refund, it may take up to 5-10 working days for your credit card company to reflect the refund.

For special circumstance returns, a processing fee of S$10 or the full transaction cost (typically 3% of the total order value, including shipping, plus S$0.50) will apply.

No. Any import duties or taxes shown at checkout are estimates only and are not guaranteed to be the final amount payable.

Final duties, taxes, and fees are determined by your local customs authority upon arrival of the shipment and may differ from what is displayed at checkout.

Depending on your country, you may be charged additional fees such as:

• Import duties
• VAT / GST / sales tax
• Customs clearance or handling fees
• Regulatory or administrative charges

Some of these fees may not be reflected at checkout, even if estimated taxes are shown.

Unless specified that the shipping fee is inclusive of duties and taxes, all customs duties, taxes, and regulatory fees are the responsibility of the customer.

These charges are imposed by local authorities and are outside our control. We do not have visibility into how they are calculated or applied.

If an order is refused, rejected, or not collected due to unpaid customs duties, taxes, or fees:

• The parcel will be returned to us (where possible)
  
• Original shipping costs, return shipping costs, and any courier-related fees will not be refunded
  
• Any refund issued (if applicable) will be limited to the product value only, less any non-recoverable costs incurred
  

No. We cannot offer refunds, discounts, or store credits to cover customs duties, taxes, or regulatory fees, as these charges are imposed by third parties and are not within our control.

We recommend checking with your local customs authority before placing an order to understand:

• Applicable import duties and taxes
• Thresholds for tax-free imports
• Any restricted or regulated items

By placing an international order, you acknowledge that customs charges may apply and agree to be responsible for them.

All promo codes can be applied on the checkout page.

We may run marketing campaigns from time to time that includes promotions. Be sure to sign up to our newsletter to receive them before the sale period ends!