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Shipping, Returns and Exchanges

Do you ship to my country?

 

Yes! We ship internationally. Enjoy complimentary international shipping with code "FREEINTSHIP" when you spend > $125 SGD in a single purchase. Learn more about international delivery time here. 

 

Our team in Singapore is responsible for the packing and shipment of orders from all countries except Indonesia, Taiwan and Vietnam. As such, parcels will be dispatched from Singapore.

 

Shipments to our Indonesian, Taiwanese and Vietnamese customers will be handled directly by our staff based in these countries. E.g. Vietnamese orders will be packed by our staff based in Vietnam, and be shipped out from Ho Chi Minh. Taiwanese orders will be packed by our staff based in Taiwan, and be shipped out from Hsinchu. Indonesian orders will be packed by our staff based in Indonesia, and be shipped out from Jakarta. 

 

Indonesian customers have an option of ordering directly through our Instagram shop in Indonesia. The biggest benefit of ordering through our ID instagram shop is the speed of delivery. Our team will pack and send the parcels out within Indonesia, using a local courier. This avoids the hassle of going through the Indonesian Customs. For any enquires, please contact our Indonesian customer support, Felix: +62818886655 Line Official : @13rushes.id (use @) 

 

臺灣朋友:一般訂單都會在訂單成功成立後的3-14個工作天運送。貨品由13rushes臺灣的貨倉處理及出售。祝您購物愉快!

 

 

What are the shipping methods available?

  

Delivery within Singapore

Normal mail: All normal parcels will be mailed via Singpost. Please allow 2-14 working days for your parcel to reach you. The weight limit for normal parcels is 2kg. As tracking is not available for normal mail, 13rushes will not be held liable for any lost parcels/ damaged items mailed out via this mode of postage.  

  

Registered mail: All registered parcels will be mailed via Singpost. Please allow 2-7 working days for your parcel to reach you. The weight limit for registered parcels is 2kg. We will send you your tracking number within 2-3 working days once your parcel has been delivered. 

  

Delivery to Malaysia 

All products would only be delivered via Singpost’s Registered Airmail (Find out more here)

Upon the receipt of a shipping confirmation, the parcel would be delivered between 6 to 10 days.  

 

Delivery to Indonesia 

If you’ve ordered from our website, your parcel will be shipped via Singpost’s Registered Airmail. Shipping may take between 5 to 20 days. From experience, do note there’s slight chance of your parcels being held with the Indonesian customs. Hence, we recommend orders to be made directly with our Instagram shop @13rushes.id。 

If you’ve ordered from our Instagram shop, your parcels will be shipped via JNE courier. 

 

Delivery to Taiwan (臺灣配送)

Shipping will be done via delivery services through HCT logistics in Taiwan. Delivery should take between 2-5 working days from the receipt of an order.  

臺灣訂單將由新竹物流派出。.請按索取託運單寄件。

In the rare event that we do not have enough stocks in our Taiwan’s office, the parcel will be dispatched from our Singapore’s office. Shipping will take between 2-10 working days when that happens.

  

Delivery to the rest of the world 

All products would only be delivered via Registered Airmail via Singapore Post (Find out more here)

Upon the receipt of a shipping confirmation, the parcel would be delivered between 5 to 20 working days.   

  

What are the your shipping rates?

  

Rates within Singapore:  

  • Shipping is free for Local Normal Mail (no tracking number)
  • Registered mail (with tracking number): flat rate of $2.50 
  • Courier shipping (with tracking number): flat rate of $9

  

Rates for Malaysia: 

  • Registered airmail with tracking number (0-2kg): flat rate of $2.50 
  • Registered airmail with tracking number (2-7kg): flat rate of $5.50 

 

Rates for Taiwan: 

  • Shipping via HCT logistics services in Taiwan’s Family mart: flat rate of $10 
  • Shipping via HCT logistics services in Taiwan’s Family mart (purchases >$125): Free shipping
  • 新竹物流配送服務: $10
  • 新竹物流配送服務 (購買>$125SGD):免費

Rates for the rest of the world: 

To keep international shipping affordable, 13rushes absorbs part of the shipping fees. 

Rates for Airmail would be calculated at the checkout page after you’ve entered your shipping address: 

  • Very light airmail (Below 0.3kg): $10 
  • Light Airmail (Below 0.5kg): $15
  • Standard Airmail (up to 5kg): $20 
  • Heavy Airmail (up to 7kg): $42 

Learn more about international delivery time here. 

  

 

How do i choose my shipping method?

You will be given options to choose from at the checkout page. The respective costs (if applicable) will be reflected on your final payment amount.   

 

 

Can you ship my order out immediately?

The final shaping and trimming of the brushes will commence upon the receipt of your order. We usually require 1 to 5 working days before the brushes can be sent for shipping (not mass produced brushes!). However, as the time required for the completion of brush shaping varies with the complexity of the brush shape, we seek your kind understanding in any unforeseen delays. 

For urgent deliveries, please drop us an email at support@13rushes.com to enquire about express deliveries (at a fee). 

  

 

How can i check the status of my order?

You can check the status of your order via your 13rushes account. Also, a mailing confirmation email will be sent to you when your parcel has been mailed. For customers who have opted for registered mail, we will send you the tracking number within 2-3 days from which the parcel has been shipped. 

 

 

I have not received my order… what should i do?

For Normal mails: Normal mail deliveries can take between 1 to 14 working days to be delivered. As normal mails do not have tracking numbers, we will not be able to locate the parcel in the event of a non-delivery. There could be a number of reasons for a non-delivery (wrong address, PO box closed, faulty letter box, etc). For the above mentioned reasons, your parcel will be bounced back to our return address. Thereafter, a redelivery will be arranged after the address has been reverified. However, based on our past experience with normal mail deliveries, some parcels may go missing as well. 13rushes will not be liable for any missing parcels shipped under normal mail deliveries. 

  

For Registered mails: Kindly head to www.singpost.com to track your parcel. Kindly wait at least 24 hours after the item(s) have been sent/posted for tracking details to be available 

  

For Courier deliveries: Kindly drop us an email at support@13rushes.com. 

  

 

An item is missing from my parcel/ i have received the wrong item.

We apologize for sending you an incomplete order. Please contact us at support@13rushes.com to request for a replacement. All extra shipping charges will be fully borne by 13rushes. 

  

Return Policy

 

We take great pride in our reputation for quality and excellent value. To ensure the best shopping experience, all 13rushes products are individually hand-checked before they are sent for shipping. If you are not entirely satisfied with your purchase(s), simply send us a return request at support@13rushes.com. 13rushes will review all requests on a case by case basis, reserving the right to either (a) Replace the item with a new item of the same original order, or (b) Full refund in credit for use on www.13rushes.com

 

 

What if I don’t like the item that I’ve received and would like to exchange for another item? 

At 13rushes, we want to make sure you love our products! It's okay to change your mind on your purchase(s). Just make sure the item to be exchanged is unused and in its original condition. Kindly drop us an exchange request at support@13rushes.com, to include your contact details, order confirmation number and the name of the item to be exchanged for. Upon the approval of return requests, the following courses of actions are available:

Replace the returned item with a new item of the same value as original order or

Replace the returned item with a new item of a higher value than the original order. In this case, customers have to top up the difference in value of the item to be returned, and the item to be exchanged.

 

A token amount (10% of order value) will be levied as a processing fee to exchange a non-defect item.

 

 

I’ve received a defect/ incorrect item

In the event that you have received a defective item, rest assured that a one-for-one exchange will be arranged right away. Some defects that you  a) Scratchy bristles , b) Shedding  , c) Loose ferrule-handle e) Other(s)

In your e-mail, kindly provide a clear snapshot of the defect area for our reference.  Once you've received a confirmation mail from us, please proceed to return the mail to our address at: 35 Jalan Tari Payong, Singapore 799277. Please rest assured that postage fees will be fully absorbed by us. 

 

We regret to inform you that in the event that the item you originally ordered is out of stock, we will be only be able to offer a replacement item or store credits. As these brushes are individually handcrafted, please allow for slight shape deviations between brushes. Also, the true color of an item may also vary slightly due to strong studio lighting/inevitable discrepancies arising from individual computer resolutions. All brushes are checked before delivery, to ensure these slight differences do not affect the intended function or performance of the brushes. The above-mentioned are not considered defect attributes and are therefore non-eligible for returns. 

 

 

Can i return a Sale Item?

In the event that 13rushes holds a sale (online or a physical event), please take note of the following:

For online sales, all items applicable for sale will be available under "Sale" or any other promotional tab. 

All items sold during the sale, either online or a physical sale, are considered final and returns of items for exchange, store credits and refunds will not be accepted. 

 

 

Bounced Mail

In the event that your parcel is returned to us for the following reasons, you will be required to top up for necessary postage:

a) Unclaimed

b) Incorrect/Insufficient address 

c) Bulkly parcel

d) Moved or No such name/company

e) Refused/Unable to deliver

f) Lettebox Full/Faulty/No letterbox

g) PO Box Closed

h) Others - A snapshot will be provided for your reference

In the event that our team has made an error resulting in any of the above, please rest assured that the re-delivery costs will be fully absorbed by us.