Here’s how it works: you order, we process, then we ship.

Making your order is real easy! Processing all orders takes 3 to 5 working days. Our couriers will make a pick up when your order is ready! You’ll get a shipment notification email with tracking as soon as your package ships. It’s on the way!

If you’ve made an incorrect order, please email Customer Care as soon as possible with your Order Number and we will do our best to help with cancelling your order so you can make a new one!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

If you change your mind after receiving your item, not to worry! Head to our Returns Page to submit a return request and we will pop an email to ya once we have reviewed it! All exchanges are processed in the same way as returns.

If you're in need of a quick swop of items as you have changed your mind, there is no need to fill in the return request on the Returns Page. Head down to the stores and the Crew will be happy to help!

Should you be looking to mail back your item to us, be sure to mail back your order to us within 7 days of submitting your online return form and once your order reaches us, allow us 3 to 5 working days to process all BTV Shopping Credits to ya!

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

On the product page, click on the blue tab that says “Notify Me" for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

We provide door-to-door delivery service for both local and international orders.

International Delivery
For international orders, shipping is complimentary for orders SGD100 and above. International orders may be subject to duties and taxes that vary by country and are based on the value of your order, which are to be borne by the recipient.

You can expect to receive your order within 5 to 15 working days. International shipping is only applicable to countries we currently ship to listed here.

Local Delivery
For local orders to Singapore, delivery is complimentary for orders SGD50 and above. For orders below SGD50, delivery is SGD5. You can expect to receive your order within 3 to 5 working days.

*During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

Here’s how it works: you order, we process, then we ship.

Making your order is real quick! Processing all orders takes 3 to 5 working days. Our couriers will make a pick up when your order is ready! You’ll get a shipment notification email with tracking as soon as your package ships. It’s on the way!

International Delivery
International parcels ship within 5 to 15 working days!

You’ll get a shipment notification email with tracking as soon as your package ships.

Local Delivery
Local parcels ship within 3 to 5 working days!

The Crew works hard to pack up your orders, do allow them a little more time during launches, restocks, sales and festive seasons and they'll have your orders with you soonest!

If you would need your order on short notice or are visiting Singapore for a short period of time, we wouldn't recommend making orders online for self collect or delivery to a hotel, as the order may not be ready in time. It would be best to head to the stores directly for purchases.

Simply choose the option for self-collection upon check out and select your preferred location. You can expect to receive an email to collect your parcel within 1 to 3 working days.

Self-collection can be made at:

Beyond The Vines Design Store, Takashimaya S.C.
391 Orchard Road, #B1-42/46
Takashimaya Shopping Centre, Ngee Ann City
Singapore 238872
+65 8777 1810

Beyond The Vines Design Store, Funan
107 North Bridge Road, #02-08
Singapore 17910
+65 8157 0577

If your order is within the first few hours of being confirmed and you need to edit your shipping address, please email us.

If your order has been processed and packed up, we are unable to make any changes to your order.

In a few cases, the courier takes 1 to 2 working days to register your shipment status.

You can locate your tracking link for your order in the email notifying you that your parcel has been shipped.

If your tracking number isn’t updating or working at all, please reach out to us as soon as you can. We can give you inside info.

We aren't able to make reservations on all our items.

We do have a blue tab that says "Notify Me" on the product page. Add your email there and you'll know when the item you're eyeing is available! Yay!

Online orders will be packed with one sleeve per parcel to make sure your goodies are protected on their way to you!

If you plan on gifting, we’ve got ya! Request for a specific item to be gift wrapped or for us to include a gift wrap for you. These requests can be left in the notes section before check out!

Store purchases below SGD100 will come with a XS BTV Shopper Tote! Extras will be charged at SGD10 per XS Shopper Tote with any purchase.

Purchases above SGD100 will come with a M BTV Shopper Tote and purchases above SGD250 will come with a XL BTV Shopper Tote!

Should you need gift wrap, feel free to let the crew know! For large orders above 20 items with an indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

Once your order is made, we are unable to make any edits on it. Do drop an email to Customer Care for a request to cancel your order, so that you may go ahead with making a new one with your correct items!

We understand that mistakes can be made! If you need to make changes to your address, please drop Customer Care an email with your order number and full address, we will do our best to catch it for ya! 

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

If you plan on gifting, we’ve got ya! Gift wraps are complimentary with every order. Request for individual gift wrap, a specific item to be gift wrapped or for us to include a gift wrap for you on the side. These requests can be left in the notes section before check out or let the Crew at our stores know!

For large orders exceeding 10 items with indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

If you are purchasing with us at the store, let the Crew know and they'd be happy to add in a gift wrap for you to take with you!

If you’ve made an incorrect order, please email Customer Care as soon as possible with your Order Number and we will do our best to help with cancelling your order so you can make a new one!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

Refunds are only applicable for cancelled orders and will usually take 5 to 10 working days to appear on your statement.

We know that it can be frustrating when you can't view a website properly. If you are having trouble, you may try the following:

- Ensure your web browser is up-to-date.
- Access our website using a different web browser.
- Clear your cookies. This can be done through your internet options.
- If it still isn't working, don't hesitate to contact us!

All orders placed in store to be shipped out from our Studio in Singapore would be complimentary for orders above SGD50 for local orders and SGD100 for international orders! Do note that Taxes and Duties may apply for international orders based on size/value and weight!

For all items ordered via Store to Door, returns can only be made within 30 days of the purchase, to the Beyond The Vines Design Store Takashimaya S. C. in Singapore. Returns for these items cannot be made in other global stores or via mail.

Exchanges are processed in the same way as returns. Please head down to our Beyond The Vines Design Store Takashimaya S.C. for all returns. The Crew will be happy to help!

If you are based overseas and would like to mail back your return, please head to our Returns Page for more details and steps on how you may go ahead with your return!

Yes, a Vine Club account is needed to place a Store to Door order!

Yes, you can! Go ahead to let the Crew know if you would like to purchase an online exclusive item, and it'll be shipped to you within 5 to 15 working days!

If you would like to opt for self collection, it will take 1 to 3 working days before it's ready for collection at Beyond The Vines Design Store Takashimaya S.C. You will receive an email notification once it is ready for pick up in store!

Should you only be in Singapore for a few days, we would recommend having your online exclusive shipped to you instead!

Store to Door orders are not eligible for Tax Refunds as it is considered an online order and may be subject to duties and taxes.

If you'd like to file for a Tax Refund, please consider making a regular purchase in store!

We provide door-to-door delivery service for both local and international orders.

International Delivery
For international orders, shipping is complimentary for orders SGD100 and above. International orders may be subject to duties and taxes that vary by country and are based on the value of your order, which are to be borne by the recipient.

You can expect to receive your order within 5 to 15 working days. International shipping is only applicable to countries we currently ship to listed here.

Local Singapore Delivery
For local orders to Singapore, delivery is complimentary for orders SGD50 and above. For orders below SGD50, delivery is SGD5.

You can expect to receive your order within 3 to 5 working days.

*During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

Oh my! We are sorry but we are unable to cancel Store to Door orders. You may check out our Returns Page to make a return of your order for BTV Shopping Credits instead!

Do relay your request to our Crew when checking out and they will be able to assist you with adding a gift note and gift wrap into your order. This can only be done before payment is made.

Please do make sure to include the full and correct address and local contact number that your order is going to!

We are unable to transfer items between stores, as all Store to Door orders are packed and sent out from the Studio! Do approach any of the Crew in Store for more info!

We're committed to making good design accessible to all. If the items you ordered are not working exactly right for you, we've got you covered!

You get 30 days to take your purchases for a spin in front of your mirror, confidently knowing you can return any item (some exceptions apply) for any reason, provided it is in brand new condition with hang tags securely fastened. We will return the amount to you in BTV Shopping Credits that will be sent to your email, which you will be able to use at any other time, both online and at our stores. BTV Shopping Credits are valid for a year from date of return. You may only return your items once (no multiple returns for the same item will be allowed).

We just ask for items to be unwashed, with hangtags still securely fastened. 

Returns are not accepted for all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.

Please note that you will need an order number to do any returns or exchanges. Items without an order number will not be accepted. All return shipping charges will be borne by the customer.

For more on exchanges and returns, check out our Returns page!

We do our best to provide an excellent return policy to ease your shopping experience, and here are some things below for you to take note of:

1. If it's beyond 30 days from date of purchase, we're unable to do a return for you.
2. Returns for items received as gifts must be accompanied with the respective receipt or order number. Please work with the gift-giver in this.
3. We are unable to process returns or exchanges on all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.
4. All purchase with purchases orders will have to be returned as an order.

All exchanges are processed in the same way as returns. We make returns as easy as possible. Ensure that your order is within 30 days from date of purchase, with all hang tags intact and the items unused for all returns/exchanges!  

Please head to our Returns Page to complete your return. 

Local Orders

1. Mail to the BTV Studio
(1) Label your item with your order number and have it securely packed 
(2) Have it mailed back to us using registered postage! 

The BTV Studio 
2 Alexandra Road 
#06-03 
Delta House 
Singapore 159919 

2. Drop off your order at Beyond The Vines Design Store, Takashimaya S.C.
(1) Label your item with your order number and have it securely packed 
(2) Drop it off at the store!

3. Drop off your order at Beyond The Vines Design Store, Funan
(1) Label your item with your order number and have it securely packed
(2) Drop it off at the store!

International Orders

Mail to the BTV Studio
(1) Label your item with your order number and have it securely packed 
(2) Have it mailed back to us using registered postage! 

The BTV Studio 
2 Alexandra Road 
#06-03 
Delta House 
Singapore 159919 

If you’re looking to return your purchase with purchase items, it will have to be returned as an order. 

For example, if you purchased the Colourblock Micro Dumpling Bag, we'll require for it to be returned together with the Teeny Tiny Micro Mini Dumpling Bag in your order.

You may swing by BTV Design Store or head to our online return portal here to proceed with your exchange / return request. 

If you change your mind after receiving your item, not to worry! Head to our Returns page to submit a return request and we will pop an email to ya once we have reviewed it! All exchanges are processed in the same way as returns.

If you're in need of a quick swop of items as you have changed your mind, there is no need to fill in the return request on the Returns Page. Head down to the stores and the Crew will be happy to help!

We’re only able to guarantee the authenticity of products purchased on beyondthevines.com and at our retail locations. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through beyondthevines.com or at our retail locations.

If you were gifted one of our products but it isn't what you had in mind, you can return your items for BTV Shopping Credits.

All you'd need would be the Gifter's name, order number and the products you’d like to return (the gifter won’t be notified of any changes) and head down to the store! Do make sure you process your return within 30 days of purchase, with all hang tags intact and the item unused!

BTV Shopping Credits will be issued for returns and expire a year from the day your return is successfully processed. You'll have time to browse and make your decision! To find out the expiry date of your Gift Card and Shopping Credits, click into the email and on the bottom that says "View your Gift Card/Shopping Credits".

Purchases using BTV Shopping Credits will not be awarded points.

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

Purchases made with the first-time customer discount are not considered a sale item, and you may choose to exchange or return it for BTV Shopping Credits within 30 days from the date of purchase.

Please note that the first-time customer discount is a one-time use discount, and will only apply to the new item being exchanged for, if the price and style remain the same. The discount will not apply to exchanges to a different item, or any price change. If you do a return in BTV Shopping Credits, the discount will not be applicable during your next purchase. Any differences in amount will have to be topped up via our regular payment methods.

We take pride in the design and functionality of our products, and we want them to work for you! Alongside each product is a short description of the style and fit, washcare instructions, and specific product measurements.

If you have any further questions relating to the style, fit, material of specific products, do get in touch with Customer Care – we'll be happy to advise you.

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

On the product page, click on the blue tab that says “Notify Me" for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

Hear about the latest drops and new recruits through our email newsletter. Or you can catch us on @beyondthevines!

Curious on how to care for your recent purchase? We've got you! Caring for your product the right way helps to maintain the quality and colour of it without compromising anything! You may refer to the 'Washcare' tab of the particular product, on our website, and you're all set!

You can find original Beyond The Vines products retailing exclusively at our official website and our retail stores here. Your order will follow with a confirmation email and an order number.

Beyond The Vines is not affiliated with any marketplace, neither do we partner with online distributors or third party retailers to sell our products.

If in doubt, do reach out to Customer Care and we’ll be happy to answer your queries!

Yes, we do!

You may purchase our Gift Cards here or at any of our stores in Singapore.

Our Gift Cards are available in denominations of SGD20, SGD50, SGD100 and SGD200, and are valid for one (1) year from date of issue or purchase.

To find out the expiry date of your Gift Card on physical Gift Cards, they are located on the back of the card! For E- Gift Cards, click into the email and on the bottom that says "View your Gift Card", to view the expiry date on your Gift Card!

Yes, you may!

Any remaining amount may be topped up via our accepted payment methods. However, do note that sales and discounts are not applicable when purchasing gift cards.

All Beyond The Vines' Gift Cards cannot be topped up. You're most welcomed to purchase another Gift Card with us when yours has been fully utilised!

Unfortunately, Gift Cards are not exchangeable for cash, and any unutilised value is not refundable.

If you're at a Beyond The Vines store, you may ask our retail team to check the remaining amount for you by providing your unique gift code found in the email or on the reverse side of your physical Gift Card.

If you’re on beyondthevines.com, you may head to the check out page and key in your unique gift code into the ‘Gift Card’ field. The remaining amount will appear.

Stolen or misplaced Gift Cards are non-replaceable. For any further queries, contact us at Customer Care and we'll be happy to assist.

BTV Points will not be awarded for all purchases and usage of Gift Cards.

Yes you can! You can use multiple Gift Cards in one order.

All E-Gift Cards and physical Gift Cards can be used online and only in stores located in Singapore. Should you like to get someone a Gift Card overseas, we'd recommend an E-Gift Card that can be used for any purchases online!

All Gift Cards and BTV Shopping Credits expire 1 year from the date of being issued. Click into your Gift Card or Shopping Credits email and you should be able to locate the expiry date stated. If you need help with checking on expiry dates, feel free to drop us an email at Customer Care or drop by the store! Be sure to let us know the email that the Gift Card/BTV Shopping Credits was issued to and we'd be happy to help!

All terms on the use of Gift Cards/BTV Shopping Credits will be reviewed accordingly and will be updated here on our FAQs.

As long as you have an existing account or have registered your email address online or in-store, you're a part of us!

You can register for free here.

Do note that your BTV shopping account is the same as having The Vine Club account. 

1. Accumulate BTV Points as you spend
2. Receive 100 BTV Points on your birthday
3. Enjoy SGD10 off your first order with Beyond The Vines with a minimum spend of SGD100. This is valid for use on our online store and physical stores located in Singapore! Upon successful registration, you will receive an email with a promo code that you may then apply upon checkout. Have a look in your Spam folder if you've yet to spot it!

Please note that first-time customer discount is not extended to exchanges or returns.

BTV Points are our rewards currency, which can be used to offset your purchases. Your personal BTV Points will be reflected on The Vine Club page after logging in.

All BTV Shopping Credits will not be entitled to earn Vine Club points when spent. Points will only be awarded to original orders with no exchanges or returns processed.

Every dollar spent on beyondthevines.com and at our stores in Singapore will gift you 1 BTV Point (excluding shipping fees and GST). The remaining amount will be rolled over to your next order to earn points.

Example:
First order: SGD69.00 (inclusive of SGD5.11 GST) = SGD63.89 = 63 BTV Points + SGD0.89 roll over
Second order: SGD89.00 (inclusive of SGD6.59 GST) = SGD82.41 + SGD0.89 rolled over from first order = SGD83.30 = 83 BTV Points + SGD0.30 roll over

For all orders placed on beyondthevines.jp, points will be awarded based on the exchange rate to SGD at the time of purchase (excluding shipping fees).

You can accumulate your BTV Points and exchange them for discounts on your order in the following denominations: SGD5, SGD10, SGD20, SGD50 and SGD100.

Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

When processing a return the amount spent will be returned to you in BTV Shopping Credits. Your BTV Points earned from the initial order will remain in your Vine Club account, as the usage of BTV Shopping Credits will not earn you BTV Points. If a top up is made for an item of more value, points for the balance amount paid will then be credited.

When looking into redeeming your BTV Points, simply add the item(s) you'd like into your cart. You may select the amount of points you'd like to redeem at the checkout page. Be sure to be signed out of your Shop Pay account to be able to view your points at check out!

If you change your mind, go ahead and click the 'x' on the coupon code and your points will automatically be returned to you.

Unfortunately, the discounts cannot be stacked; only one discount can be applied at each transaction. Each discount has to be fully utilised in one single transaction. Please note that any balance in value is not refundable or exchangeable for cash.

When you arrive at The Vine Club page, you will see the BTV Points you have.

All BTV Points will expire 1 year past your latest purchase, if you'd like to check the expiry dates of your BTV Points, you'll be able to do so on The Vine Club page under Rewards History.

Your BTV Points should be rewarded immediately but in the event it takes a while, do be patient! 

If you’ve not received your BTV Points within 24 hours of purchase, contact us at Customer Care, we'll be happy to help.

BTV Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

Yay, Happy Birthday from the BTV Crew!

Your birthdate needs to be updated in The Vine Club at least 1 day before your birthdate for the points to be automatically credited!

You may find out more about our ongoing promotions here.

Please note that promotions and discount codes are not applicable on shipping fees.

Double check if the code you received is designed for new customers, our welcome code is a SGD10 off with a minimum spend of SGD100. Do look out for your welcome email in case it lands in your Spam folder.

Only one discount code can be used at a time, please select the discount code you'd like to use and apply it on your order. For orders purchased with a discount code, you will not be able to use any BTV Shopping Credits from The Vine Club.

Should you change your mind and like to return your points, just cancel your selection and the points will be returned to The Vine Club account shortly! 

If you are shopping from overseas, you can complete your purchase using Debit/Credit Cards (Visa, Mastercard), or opt for any of our alternative payment methods.

For customers residing in Singapore, you may pay using PAYNOW, GrabPay, Shopback Pay or Atome BNPL. Please do note that Grab PayLater option is only available for online orders and not available to retail stores.

We are looking into continuously improve our payment providers! Do contact us if you have any feedback.

You may pay using Credit Card (Visa, Mastercard), or any of our listed alternative payment methods available at checkout. All charges will be made in Singapore Dollars and exchange rates may vary with different bank cards.

The prices shown while browsing can be viewed in various currencies and are estimates based on current exchange rates in your country! The final amount at checkout will be charged in SGD. Hope you love your BTV picks!

Atome is a payment option at Beyond The Vines that is available in stores, online and for in-app orders. Atome allows Singaporean residents, who are at least 18 years old, to shop now and pay for your purchase later in three equal interest-free instalments. 

Think of Atome like a modern-day lay-by, except you can receive your order straight away for a third of the price.

Learn more about Atome here.

Atome is available to use on all products in stores, online and on the app excluding Gift Cards and E-Gift Cards.

There is a minimum spend of SGD10 per transaction. The maximum order varies by customer given the credit scoring system provided by Atome.

Here's how you can do it:

1. Add items to your shopping bag and checkout as normal.

2. Select Atome as your payment method – you will be redirected to Atome’s website.

3. Register or login to your Atome account.

4. Enter or verify your payment details, then confirm your order.

5. Atome will inform you of the debit via in-app notification and SMS prior to deduction.

If you are new to Atome, registration can be done at checkout via the Atome app. Please note that funds for the first payment must be available on your nominated card at the time of checkout.

Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

All GST Tax refunds can be claimed only if you’ve purchased from our physical stores in Singapore for purchases SGD100 and above!

Let the Crew know before paying for your items and they will assist you in processing your Tax Refund. Do remember to validate your transactions at the airport before your departure! To facilitate this process, please have your physical passport and your Electronic Visit Pass ready for the Crew!

If you have made a purchase and missed out on filing for a Tax Refund, head back to the same store with the necessary documents mentioned above and your store receipt. The Crew would be happy to help!

Tax Refunds are not applicable for online purchases, even if you have selected Self Collect as a delivery method.

Yes! Sale items are eligible for our regular door-to-door courier service, both locally and internationally.

For all orders within Singapore, delivery is complimentary for orders SGD50 and above. For orders below SGD50, delivery is SGD5. 

For international orders, shipping is currently free for orders SGD100 and above. For orders below SGD100, please see here for our flat fee shipping charges.

Due to a high volume of orders during sale periods, do take note that there may be a delay in deliveries as we sort through the orders and work to getting each order packed accurately for you.

Yes, you may!

Simply choose the option for self-collection upon check out and select your preferred location. Locations for self-collection include our stores in Singapore. Your order will be dispatched to your selected store within 3 to 5 working days, after which you will receive an SMS text from the store that your order is ready for collection.

Self-collection can be made at:

Beyond The Vines Design Store, Takashimaya S.C.
391 Orchard Road, Takashimaya Shopping Centre #B1-42/46, Singapore 238872
+65 8777 1810
Mon to Sun: 10am - 9.30pm

Beyond The Vines Design Store, Funan
107 North Bridge Road, Funan #02-08, Singapore 179105
+65 8157 0577
Mon to Sun: 11am - 9pm

All sale items purchased from beyondthevines.com and at our stores are not eligible for returns or exchanges. Kindly check through all items before purchasing.

Discount codes are not applicable on sale items. You may however, use your shopping credits, Gift Cards or BTV vouchers from The Vine Club for your sale purchases. 

Yes, you may!

Beyond The Vines' Gift Cards are applicable to be used during sale seasons, unless otherwise stated. Do note that sales and discounts are not applicable when purchasing a Gift Card.

Please visit our Stores Page to see the list of stores open and which ones are coming soon!

We have more details on our Pop Ups around the world on the page too!

We’re excited to build our retail teams! You may check out our Careers page here.

You'll be able to shop a wider range of products at Beyond The Vines Design Store and Beyond The Vines Design House.

A curated range of products will be available at Beyond The Vines Design Post and The BTV Express stores. See you there!