GENERAL FAQ
ARE YOUR ITEMS AUTHENTIC?
Yes. We guarantee that every item sold are 100% authentic. We know you are paying for authenticity and our job is to deliver that. We categorically do not sell nor condone replicas, copies, counterfeits, fakes or any A grades B grades.
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WHERE DO YOU GET YOUR STOCKS FROM?
Frankly speaking, there's no secret to it. Just like you, we get our high heat items from in-store release, public ballot and online drops from autorized retailers or trusted individuals all around the world.
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DO YOU HAVE A PHYSICAL STORE?
Yes we do. The address is 136 Arab Street, Singapore 199825. Opens daily 12.30pm-8pm. And close on every Wednesday. Do follow us on Instagram for the latest updates in our operating time.
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DO YOU SHIP INTERNATIONALLY?
Yes we do, kindly email us for custom shipping quote outside of these countries.
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HOW MUCH IS THE SHIPPING FEE?
Shipping within Singapore
Standard Delivery - FREE delivery with S$50 spent (if not S$3.50)
Standard Delivery - FREE delivery with S$50 spent (if not S$3.50)
Same Day Delivery (Order before 5pm) - S$15 (Delivered before 10pm)
Shipping within Malaysia
Standard Delivery (4-7 Working Days) - S$20 for all orders
Standard Delivery (4-7 Working Days) - S$20 for all orders
Shipping Internationally
Standard Delivery (7-10 Working Days) - price depends on weight of parcel
*SNOOZE STORE will not hold any responsiblities for customs duties & taxes in your country.
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WHEN WILL MY ORDER BE DELIVERED?
After an order is placed, we will take 1-2 working day/s to process the order and another 1-3 working day/s to deliver to you.
For Same Day Delivery, your order will be delivered to you from 2pm to 9pm if your order is placed before 1pm. Cut-off time for same day delivery is at 5pm.
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HOW CAN I TRACK MY ORDER?
The tracking URL will be sent to you via the email or contact number you registered in your order when it is despatched. For tracking code that starts with 'SM', the tracking details given will only be live in the next 24 hours and parcel will be delivered to your letterbox.
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I SELECTED SELF PICK UP, WHEN CAN I PICK UP MY ORDER?
Pick will be usually be ready in 1 to 2 days. We will send another email to you when it is ready for collection. Please adhere to our opening hours when collecting.
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I DON'T SEE SELF PICK UP OR SAME DAY DELIVERY OPTION DURING CHECKOUT.
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CAN I CHANGE THE ADDRESS ON MY ORDER?
Yes. However we only allow change of address 12 hours after your order has been placed. You can contact us here.
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CAN I CHANGE THE SIZE, COLORWAY, OR MODEL OF MY ORDER?
Yes. However we only allow this amendment 12 hours after your order has been placed. You can contact us here.
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CAN I CANCEL MY ORDER?
There will be a 5% cancellation fee if you wish to cancel your order. Our payment processing merchant charges us a fee once an order is placed and that fee will not be refunded to us in the event of cancellation.
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CAN I EXCHANGE MY ORDER?
We accept one-time exchange to any items instock within 7 days of receiving it at the exact same condition.
Do email to contact@snooze-store.com for your request.
Courier will be handed by us. There will be an $8 return fee.
The exchanged item cannot be reserve. Alternatively you can drop by to our store for the exchange.
For sale items, orders with discount code or overseas order; strictly no exchange, all sales are final.
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WHAT IS YOUR REFUND POLICY?
We do not accept refunds once order has been completed. In the event where the item condition is flawed/defective, kindly attached several photos that shows the product's defect with your order number. We reserve the rights to have the final decision. If the product is indeed valid, kindly bring the item/s back to our store and a full refund will be issued back to your original form of payment. Processed refunds may take up to 10 business days.
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SNEAKERS & STREETWEAR FAQ
WHAT IS YOUR DEFINITION OF BRAND NEW?
All our items listed on the site are brand new unless otherwise stated.
Our item will be deemed as brand new despite of the following:
• manufacturer glue stains
• tried on for fitting
• stitching inconsistency
• no or detached manufacturer tags
• slight tear or dent on box (non-made New Balance Box will be damaged as they inevitably come in very thin cardboard material).
• stitching inconsistency
• no or detached manufacturer tags
• slight tear or dent on box (non-made New Balance Box will be damaged as they inevitably come in very thin cardboard material).
• manufacturer defects and imperfections (stitching imperfections, or minimal scuff marks)
• shoes that are laced or unlaced
• apparel/accessories that do not come with its original packaging
Note: Shoes above 3 years from production date might experience cracking, sole separation, degradation etc. and are inevitable due to humidity in Singapore;. Please wear at your own risk.
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WHAT DOES (W) AND (Y) MEAN ON THE SIZES?
(W) stands for women size and (Y) stands for youth/kids size.
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WHAT IS THE DIFFERENCE BETWEEN STUSSY AUSTRALIA AND STUSSY?
Stussy Australia is essentially Stussy that is made under license only in Australia and sold only in Australia Retailers. Stussy Australia tees features a slightly softer material and an additional small Stussy Australia tab on the side of the tee. Both are legitimate.
BLIND BOXES FAQ
WHAT IS BLIND BOX?
A Blind Box is a type of sealed packaging that conceals the item inside, keeping it a surprise until it is opened. These boxes are usually part of a themed collection, featuring a range of unique designs or characters. The packaging often displays the different possible figures in the series, along with their likelihood of being found. Some designs are produced in smaller quantities, making them rarer, while a few are extremely difficult to come across. These highly sought-after figures are often called chase or secret editions.
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WHAT IF MY FIGURINE IS DEFECTIVE WHEN I OPEN THE BLIND BOX?
Blind box figurines are factory-sealed, and we cannot control the condition of the item inside. Minor imperfections like uneven paint, scratches, or air bubbles may occur due to the manufacturing process and quality checks. These do not affect the overall quality of the figurine and are not considered defects.
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WHAT IF I GOT DUPLICATE FIGURES?
If you buy loose blind boxes, there will be a chance that you get duplicate figures.
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WHAT ARE THE RETURN AND EXCHANGE POLICY FOR BLIND BOXES?
All sales are final. In the event you did not received a wrong order, kindly email us at contact@snooze-store.com with your order number.