Frequently asked questions
Can I change or cancel my order after payment confirmation?
Cancellations cannot be made once your order has been paid for and confirmed.
Some possible minor amendments include:
- Change in item colour
- Change in spelling of name (for personalized items)
Do you have a physical store?
Sorry, we do not have a physical store for you to browse and purchase items. It is however our dream to eventually open one. Do continue to support us by purchasing our products or sharing it with others so that we can one day make our dream a reality.
What are the delivery options?
We ship mainly in Singapore. Normal shipping costs $4.50 for doorstep delivery to ensure that you receive your purchase quickly and safely. Shipping can be tracked via the tracking number that will be sent to you once it has been arranged.
When can I receive my order? How long does shipping take?
Delivery time can take 2 to 3 working days from the time your order has been shipped out.
Note: This excludes lead time taken to design your product, especially for customized items. (Please refer to ‘Lead time’ under each product page for more details.)
Can I track my order?
All orders can be tracked once they have been shipped out to you. We will send you a shipment tracking email so that you can track your parcel. Please contact us if you did not receive the email.
Note: For customized items that takes time to design, please check with us separately on your order status. We will be glad to inform you on the progress of your order and when it can be shipped out to you.
Can I change my delivery information?
Please double check and confirm all your delivery information upon checkout.
If you do find any mistake in the information or would like to change to a different address after placing your order, please email in to us immediately here with your order number and the updated delivery information. We will confirm with you the correct delivery information within one working day. If we have not gotten back to you after one working day, please send us a reminder so that we are notified of the change before shipping out your order
I need my order by a certain date. Can I opt for express delivery?
If you need your order by a certain date, please email in to us here to enquire with the items you would like to order and your expected delivery date before placing an order. As many of our items are customizable and made-to-order, we will get back to you separately to arrange your order by your delivery date.
Do you provide international shipping?
Yes, we do offer international shipping. However, this is on a case-by-case basis as we mainly ship within Singapore. Please email in to us here with your order details and delivery information and we will get back to you as soon as we can. We will have to assess based on your order and delivery information before sending you a shipping estimate.
What is your Return & Exchange policy?
We accept returns & exchanges of our products if:
- Product is damaged upon arrival
- Product is defective
- Product is incorrect (also includes customized items)
We understand that no one likes to receive their parcel to find that the items are in the above mentioned state. As such, please email in to us here within 14 days with your order number and a photo of the item, explaining the reason for the return or exchange. We will then get back to you on the next step after reviewing your request.
*Returns and exchanges are subjected to review by The Letter V Stationer. Please provide us with as much accurate information and photos as possible so that we can make the best decision for you.
I received a wrong item. What should I do?
We sincerely apologise if the item is wrong :(
Please give us a chance to make up for this oversight by emailing in to us here within 14 days from the date of delivery. Do furnish us with as much details of your order as possible:
- Your order number
- A review of the incorrect item you received with a photo if possible
We will get back to you as soon as possible on the next steps to take once we review your item.
Note: For customized/personalized items, we will do our best to design and send you a new one. For other items, we will likely make an exchange and send you the correct item. If you would like to request for a refund instead, please let us know in your email.
I received a defective item. Can I request for an exchange?
We sincerely apologise if the item is defective upon receiving it.
We always make sure that the item is of high quality before shipping all orders out. It could have been damaged during the shipping process which we cannot predict even with careful packaging.
We know it doesn’t feel good to receive a defective item so please give us a chance to make up for it by emailing in to us here within 14 days from the date of delivery. Do furnish us with as much details of your order as possible:
- Your order number
- A review of the defective item you received with a photo of the defect
We will get back to you as soon as possible on the next steps to take once we review your item.
Note: For customized/personalized items, we will do our best to design and send you a new one. For other items, we will make an exchange and send you the correct item. If you would like to request for a refund instead, please let us know in your email.
How do I return my order?
We will arrange for collection of your item to be returned to us once we have reviewed your return request. Please wait for us to inform you on the next steps to take.
For more information, please check our Return & Exchange policy above.
How do I exchange my order?
We will arrange for an exchange of the item once we have reviewed your exchange request. For customized items, please give us time to design a new piece for you before the exchange. We will inform you on the next steps along the way.
For more information, please check our Return & Exchange policy above.
Can I get a refund for my returned item?
Yes, we will process a refund for you should we proceed with your return request. Please wait for us to get back to you on the next step once we have received the returned item.
Note: All refunds cover cost of item less any discounts applied, and excluding cost of shipping.
For more information, please check our Return & Exchange policy above.