- Overview
At Shoevessel, an independent trading brand based in Singapore, we aim to ensure complete satisfaction with our transparent plastic shoe storage containers. This Refund and Return Policy outlines the conditions and procedures for returns, exchanges, and refunds for customers located in Europe, in full compliance with European consumer protection legislation and Singaporean standards. - European Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European Union and Singapore consumer law, customers located in Europe have the right to withdraw from their purchase without giving any reason within 14 working days from the date on which you (or a designated third party) take physical possession of the items.
Initiating a Return: To exercise your right of withdrawal, you must inform us of your decision by contacting our customer support team at plastic@shoevessel.com within the 14-day period, stating your order reference number and intention to return.
Condition of Returned Goods: Returned items must be unused, unaltered, and retained in their original packaging suitable for resale.
European Return Address: Approved returns under the statutory right of withdrawal must be shipped to our designated European return facility:
[514 Chai Chee Lane, #02-06, Singapore 469029 ]
- Damaged, Defective, or Incorrect Items (No Return Required)
If your parcel arrives damaged, defective, or contains incorrect items, you do not need to return the physical damaged item to us.
Simplified Claim Procedure: Please email customer support at plastic@shoevessel.com within 14 calendar days of delivery with:
Your Order Reference Number.
A brief description of the issue.
Clear photographs showing the damaged product and outer packaging.
Resolution Options: Upon inspection and verification of the submitted photographic evidence, we will immediately provide your choice of either:
A full refund credited to your original payment method; OR
A free replacement shipment dispatched at no additional cost to you.
- Shipping Timelines & Transit Loss Policies
We serve European customers in partnership with established international logistics carriers, including DHL, FedEx, and UPS (Priority Shipping Services).
Standard Transit Window: Estimated delivery to European destinations takes 7 to 12 working days following dispatch.
Automated Tracking Notifications: Automated tracking updates are automatically sent to your registered checkout email address at key transit points (Order Dispatch, Central Logistics Hub Arrival, and Out for Local Delivery).
Transit Delays & Investigations: If your order exceeds the standard 12 working days delivery window, please contact plastic@shoevessel.com. We will launch an official inquiry with the designated carrier (DHL / FedEx / UPS). Based on the investigation findings:
If the package is confirmed lost or indefinitely delayed in transit, we will issue a full refund or arrange a replacement shipment immediately.
- Refund Processing & Payment Methods
All approved refunds are processed back to the original method of payment utilised during checkout.
Supported payment methods include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Digital Wallets (as selected at checkout)
Processing Timeline: Once approved, refunds are credited back to your original payment card or digital wallet provider within 5 to 10 working days, depending on your financial institution’s processing schedules.
- Contact Us
For any enquiries regarding refunds, returns, or order assistance, please reach out to our team:
Email: plastic@shoevessel.com
Tel: +65 6543 0234
Address: 514 Chai Chee Lane, #02-06, Singapore 469029
