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FAQs

FAQs

Delivery and Self-Collection

What are your delivery options?

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

International Delivery
For international orders, shipping is complimentary for orders SGD250 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.

When will my order ship?

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 business 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!

When can I expect to receive my package—are there currently processing or shipping delays?

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

Here's how you can track your international order:
- For Indonesian parcels, our partner courier will drop you a What'sApp with your tracking number and link!
- For the rest of the Globe, you may head to the DHL site to track your parcels or track them via the email notification letting you know that your parcel has been shipped!

Local Delivery
Local parcels ship within 3 to 5 working days! We usually pack up your orders within the first 12hrs.

Here's how you can track your local order:
Enter your order number into this tracking link!

Am I able to pick up my online orders in stores?

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 3 to 5 working days.

Self-collection can be made at:

BTV Design Store
391 Orchard Road, #B1-42/46
Takashimaya Shopping Centre, Ngee Ann City
Singapore 238872
+65 8777 1810

BTV Funan
107 North Bridge Road, #02-08
Singapore 17910
+65 8157 0577

How can I edit my shipping address?

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.

I'm having problems tracking my order!

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

Orders

Am I able to make a reservation on bags?

We aren't able to make reservations on all our items we're afraid!

We do have a blue "Notify Me When It's In Stock" tab on the product page, add your email there and you'll know when the item you're eyeing is back and available! Yay!

What comes with my online order?

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!

What comes with my store purchases?

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!

I just made a purchase and accidentally ordered the wrong item or wrong size. What can I do about it?

Oh dear! If this happened, quickly inform Customer Care with your order number that you have just placed, to ensure that we are aware of the changes. We will do our utmost best to accommodate the changes.

Do you provide gift wraps?

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!

Can I return or exchange purchases made with the first-time customer discount?

Yes, you can! 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 be to be topped up via our regular payment methods.

How can I cancel my order?

If you’ve placed an order and decided to change or edit it, please email Customer Care as soon as possible (including your Order Number and cancel/change request) and we will do our best to help!

Returns

What is your return policy?

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 the date of return. You may only return your items once (no multiple returns for the same item will be allowed).

Returns or exchanges are not acceptable on all sale items, face masks, drink-ware, 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.

So go ahead and shop with confidence!

Are there any return policy exceptions?

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. Please work with the gift-giver in this.
3. Returns or exchanges are not acceptable on all sale items, face masks, drinkware, stationery, and personalised products.

How can I return my online order?

Online Orders
We make returns as easy as possible. There are two ways to return your order:

1. Bring your item with your delivery invoice (included with every online order) or original receipt down to our stores in Singapore and our retail team will assist you.
2. Mail your item back to us. Head here for instructions on how to proceed with your return.

Store Orders
Purchases made at a Beyond The Vines store can be returned at any of our stores in Singapore within 30 days from date of purchase.

You may opt for shopping credits or an exchange for another item. If you've opted for an exchange with an item with a higher value, you will have to top up the remaining amount, and for items with a lower value, you will receive the difference in the form of shopping credits. Purchases made with the welcome code cannot be reissued.

Please note that all sale orders are not eligible for returns or exchanges.

How can I return my store purchase?

Purchases made at a Beyond The Vines store can be returned at any of our stores in Singapore within 30 days from date of purchase.

You may opt for shopping credits or an exchange for another item. If you've opted for an exchange with an item with a higher value, you will have to top up the remaining amount, and for items with a lower value, you will receive the difference in the form of shopping credits.

Please note that all sale orders are not eligible for returns or exchanges.

Can I exchange my online order?

The best way to exchange your order is to return the order that you already purchased for shopping credits, which you can use to purchase your new item.

Alternatively, you may head to one of our stores in Singapore – our retail team will be happy to assist you with an exchange.

Help! I live overseas and my items don't fit me well. How can I return my international order?

Thank you for shopping with us from where you are, we're glad you stopped by! We want to make returns as easy as possible for you.

To return your item, simply mail your item back to us. Head here for instructions on how to proceed with your return. Once we’ve received your item, we’ll return the amount to you in shopping credits that you can use at another time.

Can you help with a product I bought from a third party marketplace?

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.

How long does it take to process a refund?

Credit card refunds usually take 5 to 10 business days to appear on your statement.

How do gift returns or exchanges work?

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 or exchange (the gifter won’t be notified of any changes) and head down to the store! Do make sure you head for an exchange within 30 days of purchase, with all hang tags intact and the item unused!

Do your BTV Shopping Credits have an expiry date?

Our BTV Shopping Credits expire a year from the day your return is successfully processed. You'll have time to browse and make your decision!

Product

How can I get more information about the product I want to buy?

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. For garments, we also have an overall size guide available here for your reference.

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.

I received my item with a defect on it! What should I do next?

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

The item I want is out of stock. What do I do?

On the product page, click on the blue tab that says “Notify Me When It’s In Stock” for first dibs when they return!

We typically do not bring back items labelled as "Special Edition" or if they do not have a "Notify Me When It's In Stock" tab, it would mean that we do not have plans on restocking them. If we do, you'll be in for a treat!

How do I stay up to date?

Follow us on Instagram @beyondthevines for deets on the latest launches or sign for our newsletter here!

Can I wash my BTV purchase?

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!

Sale

Are sale items eligible for local delivery or international shipping?

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

For local orders in 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 SGD250 and above. For orders below SGD250, 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.

Am I able to pick up my sale order in stores?

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:

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

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

Are sale items eligible for returns or exchanges?

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.

Can I apply a discount code on sale items?

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.

Can I use my Gift Card during sale seasons?

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.

Gift Card

Do you sell Gift Cards?

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.

Can I use my existing store credits and/or mall vouchers to purchase a 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.

Can my Gift Card be topped up?

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!

Can I exchange the amount in my Gift Card for cash?

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

How can I check the amount left in my Gift Card?

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.

I've misplaced my Gift Card. What can I do?

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

Will I earn BTV Points when purchasing a Gift Card?

As the buyer of a Gift Card, you will not earn BTV Points for your Gift Card purchase. Your recipient will earn BTV Points when he/she spends the Gift Card accordingly.

Can I stack my BTV Gift Cards in one purchase?

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

Can e-Gift Cards and physical Gift Cards be used in all stores including overseas ones?

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!

The Vine Club

How do I join The Vine Club?

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 also register for free here.

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

What are the perks of signing up for The Vine Club?

(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.

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

What are BTV Points? How do I find out how many BTV Points I have?

BTV Points are our rewards currency, which can be used to exchange for Cash Vouchers.

Your personal BTV Points will be reflected on The Vine Club pop-up window on the bottom right corner of your screen once you've logged in.

How do I earn BTV Points? What can I use them for?

Every dollar spent on beyondthevines.com and at our stores in Singapore will gift you 1 BTV Point (excluding shipping fees).

You can accumulate your BTV Points and exchange them for Cash Vouchers in the following denominations: SGD5, SGD10, SGD20, SGD100 and SGD200.

What can I purchase with the BTV Cash Vouchers?

You may use your BTV Cash Vouchers to offset the cost of your Beyond The Vines purchases.

However, do note that these Cash Vouchers cannot be expended on shipping fees.

How do I use my BTV Cash Vouchers?

If you're shopping online, simply copy and paste the reward code within the 'discount/promo code' section during check out.

If you're in-store, our retail team will be able to assist you with your Cash Voucher redemptions.

Can I stack the BTV Cash Vouchers?

Unfortunately, the reward codes cannot be stacked; only one reward code can be applied at each transaction. Each voucher has to be fully utilised in one single transaction; do kindly note that any balance in value is not refundable or exchangeable for cash.

Where can I see all the BTV Cash Vouchers that I have redeemed?

When you arrive at The Vine Club pop-up window at the bottom right corner of your screen, scroll to the bottom and click on 'Your Vouchers’; you’ll be able to find out your redemption history, along with the respective redemption instructions and reward codes. For those that have not been redeemed, you will find your discount code available in each voucher, whereas those that have been redeemed will not have any available code.

The last reward that you have redeemed will also be shown under 'Your Latest Voucher'.

What happens to my BTV Points when I make a return?

Every time you make a return, your BTV Points earned for the initial purchase or item will be subtracted from your account. Once you've used your store credits to purchase another item, you will then receive the BTV Points for that amount spent.

Do my BTV Points expire?

There is no expiration date for all your BTV Points.

I’ve just made a purchase but didn't receive my BTV Points.

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.

What if I have more than one account?

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.

What happens if I return some or all of the items in my order?

If you return items from a purchase made, points will be deducted for returned items.

How do I get my Birthday Points?

First off, Happy Birthday from the BTV Crew!

Birthday points need to be updated in your Vine Club account 30 days prior to your actual birthdate for the points to be automatically credited! If you have trouble with this or have updated your birth date too close to the actual day, drop us an email and we'll give you a hand!

Promotions & Payments

Where can I find your ongoing promotions/discounts?

You may find out more about our ongoing promotions here.

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

Help! My discount code isn't working.

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. Our discount codes do not apply to bags and Gift Cards!

Am I able to stack my discounts?

You may only enter one discount code at check out. For orders purchased with a discount code, you will not be able to use any BTV Cash Vouchers from The Vine Club.

You may stack your store credits or Gift Card with a discount code.

What are the payment methods available?

You may pay using Credit Card (Visa, Mastercard), or any of our alternative payment methods available.

For those residing in Singapore, you may pay using PAYNOW, GrabPay or any of our BNPL service providers.

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

I am an international customer. What are the payment methods available to me?

You may pay using Credit Card (Visa, Mastercard), or any of our alternative payment methods available.

What is Atome?

Atome is a new 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.

What products can be paid for using Atome?

Atome is available for all merchandise in stores, online and on the app excluding Gift Cards and eGift Cards.

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

How do I pay using 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.

What can I do if my payment is declined?

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.

Store

Can I visit a Beyond The Vines store?

Please visit this link to see the list of stores open and which ones are coming soon!

Can I apply to work at one of your stores?

We’re excited to build our retail teams! You can drop us an email here.

What purchases can I make in store?

You'll be able to shop the full range at BTV Design Store and BTV Funan. Experience collaborative projects and a selected range of Bags, Accessories and Lifestyle products at our BTV Design Post.