FAQs
If you have any other questions not addressed here, please drop us an email at hello@dearjoi.com. For urgent enquiries, send us a direct message on Instagram.
General
Where is dear.joi based?
We are located in Singapore! Established in 2020, we are a young brand that is enthusiastic about bringing positivity to your life through fashion ☺ To learn more about us, click here.
Our online store runs 24/7. Our official working hours are 11am to 8pm (Monday to Friday), but we will respond as and when we are available - expect slower replies beyond our official working hours.
All emails will be attended to within 48 hours. Alternatively, send us a direct message on Instagram for quick replies.
Do you have a physical store?
We do not have a physical store, but if we do have a pop-up booth, we will it announce at the soonest!
Do I have to create an account to place an order?
No, registering an account with us is optional. However, it will expedite your future orders as you do not need to key in your basic personal particulars again for shipment.
Can I still order through direct messages on Instagram?
Certainly, but all orders are preferably facilitated through our website! We understand that our existing customers may be accustomed to placing their orders through Instagram. However, as we transition from Instagram to our website, we appreciate your full support in our movement. Eventually, we shall cease receiving orders through Instagram.
Orders
What is your lead time for order processing?
We require an average of 3 to 5 working days to process your order, before dispatching it to our logistics partners. This stipulated timeframe is an estimate - on most occasions, we process orders within 1 to 3 working days. During peak periods (e.g., sales), expect delays of an additional 2 working days maximum.
Can I make changes to my orders once it has been submitted?
Unfortunately, no. We are unable to amend your order once it has been confirmed. Kindly check that the size, colour, and quantity of product is correct before payment. Additionally, please verify that your basic personal particulars for shipment are accurate before payment.
I have placed a few separate orders. Can I combine them, and get a refund for the delivery cost?
Each order has a unique identification number. We are unable to combine your orders so to ensure that each order can been accounted for accurately.
I have placed a duplicate order by accident. Can I apply for a refund, please?
Customers have the responsibility to ensure that the quantity of product is selected correctly before payment. We will not be able to process a refund should you have made a duplicate order accidentally.
What modes of payment do you accept?
We accept major credit/debit cards - Visa, Mastercard, and American Express. For quick payment through mobile phones, we also accept Apple Pay and Google Pay. And of course, we also accept DBS PayNow!
All transaction fees will be absorbed by us.
We do not accept bank transfer, cash on delivery, and concealed cash in an envelope.
Delivery
What are your shipment rates?
Standard mailing is chargeable at SGD1.70, facilitated by SingPost. Tracked mailing is chargeable at SGD3.70 (XS/S) or SGD4.30 (M/L), facilitated by NinjaVan - size will be advised accordingly. For detailed information, click here.
Depending on the weight of your parcel, it may be automatically processed by NinjaVan.
Do you ship internationally?
We are sorry that we do not ship internationally at present. However, rest assured that we are working on this so that our overseas friends can be with us at the soonest.
Do you provide same-day delivery?
Unfortunately, not at present. Our fastest service is NinjaVan, which delivers within 1 to 3 working days excluding our lead time for order processing. If you are in a hurry to receive your parcel, kindly drop us a message at hello@dearjoi.com. We will try to expedite your order - subject to schedule availability.
Do you provide a proof of delivery?
For standard mailing, we will not be able to provide a proof of delivery in any form because we drop all parcels in batches directly at the SingPost counter.
For tracked mailing, you will be able to monitor the progress of your parcel once dispatched. This serves as a proof of delivery in itself.
Can I opt for self-collection?
In light of the pandemic, we have ceased self-collection with no exceptions to keep everyone safe.
Products
What are the care instructions for your products?
The care instructions vary for each product. You can view the care instructions specific to each product under its listing. As a general guideline, wash light-coloured garments and dark-coloured garments separately to prevent colour transfer/bleeding of fabric dye.
Are your products true to colour?
We try our best to edit the photographs such that they reflect the accurate colour of our products. However, different devices may render colours differently, and different individuals may perceive the same colours differently. Minor differences in the colour may be inevitable, depending on the lighting (e.g., shadows, colour of light - sunlight vs. white light, etc.) wherever you are. Since such situations are beyond our control, a slight discrepancy in colours will not be a considered as a defect, and will not be eligible for exchanges.
What is the expected discrepancy for your measurements?
Kindly note that all measurements are subjected to a +/- 0.5"- 1.0" allowance. Our measurements are taken by hand, with garment laid flat (stretched/unstretched depending on the product itself). A slight discrepancy in measurements within the above range will not be a considered as a defect, and will not be eligible for exchanges.
What is the difference between Stickies (Fabric) and Stickies (Silicone)?
Both have their unique characteristics beyond just a difference in material - neither one is better than the other, it is all up to personal preferences. Below are some of the key features of each (also uploaded on our Instagram) - they are good in their own ways!
I noticed some creases on my Stickies (Fabric). Is this normal?
Creases on our Stickies (Fabric) are absolutely normal - it will not be a considered as a defect, and will not be eligible for exchanges. Fret not, they do not affect performance. We regret that the creases are unavoidable as our Stickies (Fabric) are compressed tightly during shipment.
The product does not fit me well. Can I do a size exchange?
All sales are final. We do not process returns and exchanges unless a wrong product, or a defect product is received. For more information on our returns and exchanges policy, click here. You know your body best - customers are responsible to check the measurements carefully before placing an order. We can only give recommendations at best, as we do not know your overall frame to advise the exact size.
We reserve the right to amend these terms and conditions at any time without prior notice. Should there be any changes, the revised terms and conditions shall be updated on this page immediately.
Last updated: July 2021