FREQUENTLY ASKED QUESTIONS

ORDERS

How do I make payments?


Through our website. You may choose to make payment either by paypal, Bank transfer or via PayNow!




Do I need a paypal account to make payment?


No, you do not need an account to make payment through paypal. As long as you own a debit or credit card, you may pay via paypal.




How long does it takes to process my order?


Upon receiving your order, it takes 2-4 working day to process your order before being dispatch for delivery. This depends on when the order is submitted and the quantity ordered. Bags, accessories and leather product with no monogram: 1 - 3 working days Synthetic leather products with monogram: 2 - 7 working days




What if I have an urgent order?


For any urgent orders, kindly contact us at +65 8750 4595 via Whatsapp or send in an email with your contact details. We will get back to you within 48 Hours. Our Customer Service team will advice you on our earliest processing date.




I had ordered my purchase wrongly, what should I do?


Upon receiving your confirmation email after the order was successfully processed, do review your order. Should you have picked the wrong color, quantity or provided the incorrect monogram name, please email us immediately. We will make the ammendments from our back end.





SHIPPING

What are the available shipping options?


We ship to Singapore & Malaysia Singapore We offer courier services and complimentary in-store collections. Prices of each are as follows: In-Store Collection ( 1-5 working days): $0 For urgent order, you can whatsapp +65 8750 4595 to check if you can collect your order the next day. Collections points - 1. Punggol Waterway Point, West Wing Kiosk, #01-K9 2. Bukit Panjang, Hillion Mall, #B1-09 Normal Courier (delivery within 3 to 5 working days): $3.50 Our in-house delivery team or an external third party courier team will be handling deliveries. We will ensure that your item is processed and mailed out to you within 3 to 5 working days. Express courier (Delivery within 1-2 working days): $9.99 Express courier will take 1-2 working days to be delivery. You can receive your item on the very same day if you place your order before 2PM (Subject to availability) Date Selection: $12.99 (Delivery on the specific date that you required) *However not applicable on Sunday Just leave in the note section on that date you would like it to be delivered on. Please book one day in advance Do note that for all customizable item, it will still take 2 to 5 working days to be completed before sending them out. Please email or whatsapp us to check before placing any urgent or special request order. Working day: Monday to Friday excluding PH, however, there are times where you will receive your parcel earlier or on non working day (subject to the schedule to the courier) Malaysia Normal Courier (delivery within 5 to 10 working days): $9.90 - $15 Our in-house delivery team or an external third party courier team will be handling deliveries. We will ensure that your item is processed and mailed out to you within 5 to 10 days International Orders For international orders, kindly send in an email and you will be adviced on the shipping charges and rates





EXCHANGE

What is your company's policy?


At THEGREYSPACE.CO, we offer 7 days of Manufacturing warranty on all purchases, including monogrammed products. Should you notice any defect (e.g. zip malfunction, etc.) during the 7 days upon receiving the parcel, kindly send in an email. Our customer service team will offer you the optimal advice for your issue. For orders mailed within Singapore, you are required to head to one of our stores to drop the item if you are being granted either 1-to-1 exchange or reparing services. For International Orders, you are required to mail the item back to us. You will be adviced on the shipping charges. We do not offer any refunds to all purchases made online or through store. Manufacturing defect does not include - Minor defects such as loose thread - Slight color difference due to monitor resolution or studio/outdoor lighting - Slight scratches on the metal hook - THEGREYSPACE.CO shall not be responsible for the damage to item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Am I still eligible for exchange if my purchases had exceed the 7 days Manufacturing Warranty? All post purchase issue that is beyond the 7 days manufacturing warranty issues will be reviewed on a case-by-case basis. You will be advice if your product will be available for an exchange upon our review. Customers may also be offered to opt for repairing services which are capped at $15.





PRODUCTS

What material are the products made of?


We craft our bags and monogram products with PU synthetic leather . Faux leather, unlike real leather, is easier to care for. The use of this material has allow us to price our products more affordably as well.




How will my products be packed?


All products will be package with our THEGREYSPACE.CO dust bag. The dust bag is a great way for you to store your product should you not be using it, as it minimises moisture from being absored into the product.





MONOGRAMS

What is a monogram?


Monogramming is a process of having your name or initial being stamped onto a heat-resistant products. The process is typically known as "hot-stamping". By placing a thin (coloured) foil on the product prior to stamping, we are able to attain coloured monogramming




What are the types of Monogram available?


CAPS - $5.90 Caps is our only default font available for an add on of $5.90 only. Customers are able to input a maximum of 9 Characters inclusive of 1 spacing and 1 full stop only if required. Keychains are maximum of 4 & 6 characters.




How long does it take?


It takes 2-5 working days for us to complete your personalised products before sending them out. Therefore please take note that it can take up to 10 working days for you to receive your order. If you need personalise product urgently, please send whatsapp message to +65 8750 4595 to check before placing your order. Once monogram have been completed, it is strictly not exchangable/refundable.




How to take care of your monogram?


Refrain scratching them. Minimise abrasion. Do not clean them with alcohol or oil as it will come off.





GIFTS

I am buying a surprise gift for someone, can you mail it to them for me?


That is so sweet of you. Yes, we definitely can offer a direct mailing to the recipient. However do note that if it is a gift, do indicate so that we can remove the price tag for you. For specific date and time delivery, please email in to request, however not all request will be attended to. We will try our best to meet your requirement(s)!





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