FAQS

Delivery and Self-Collection

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

For local orders in Singapore, delivery is complimentary for orders $50 and above. For orders below $50, delivery is $5. Due to a high volume of orders, orders will be dispatched within 3-5 working days.

During sale and festive seasons, 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.

Yes, you may!

You may opt for "Self-Collection" for your orders during check out. Simply choose the option for self-collection and select your preferred location. Locations for Self-Collection include our stores (stockists not included). Your order will be processed within 5-7 working days, after which you will receive an SMS text that your purchase 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 Thu & Sun: 11am - 8pm
Fri & Sat: 11am - 10pm

Yes, we do! For international orders, shipping is currently free for orders SGD250 and above. For orders below SGD250, please see herefor our flat fee shipping charges.

Orders will be dispatched within 3-5 working days and the estimated time for delivery is 10-15 days.

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. Beyond The Vines is not liable for the postal charges, return shipment costs, customs charges and handling fees incurred should the recipient reject a parcel due to import duties or taxes.

Product

We take pride in the fit and feel of our products. Alongside each product is a short description of the style, fit and material used. We also have our overall size guide available here for your reference, as well as individual product measurements.

If you have any further questions relating to the fit, material or want specific measurements, please contact Customer Care - we'll be happy to advise you.

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

Returns

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 the mirror in your home, confidently knowing you can return any item (some exceptions apply) for any reason within 30 days. We will return the amount to you in store credits that will be sent to your email, which you will be able to use at any other time. Store 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). Returns are not acceptable on all sale items, socks and face masks.

No questions asked. We just ask for items to be unwashed, with hangtags still securely fastened.  

Alternatively, you may bring your item down to one of our stores (stockists not included) to do your return.

So go ahead and shop with confidence!

We do our best to provide excellent return policies that 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.

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 (stockists not included) and our staff will assist you.

2. Head here for instructions on how to proceed with your return.

Thank you for your support from overseas, we're glad you stopped by! We want to make returns as easy as possible for you.

If you'd like to return an item, reach out to us at Customer Care and we’ll sort that our with you. Once we’ve received your item, we’ll return the amount to you in store credits that you can use at another time.

Our store credits expire a year from day your return is successfully processed. You'll have time to browse and make your decision!

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

If your product is defective or faulty, return your item and we'll sort that out for you.

Purchases made at a Beyond The Vines store can be returned at any of our other stores (stockists not included) within 30 days from date of purchase. You may opt for store credits or an exchange for another item. For items 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 store credits.

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

Head here to find out where all our stores are at! 

All sale items purchased from beyondthevines.com and a Beyond The Vines store are not eligible for returns. Kindly check through all items before purchasing.

Gift Card

Yes, we do!

Our gift cards are exclusively available at any Beyond The Vines store, in denominations of $20, $50, $100 and $200.

They are not stocked in our local and international stockists.

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 utilized!

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.

If you at a Beyond The Vines store, you may ask the sales staff to check for you by providing your unique gift code found on the reverse side.

If you’re on beyondthevines.com, you may head to the checkout 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.

Yes, you may!

Any remaining amount may be topped up via our accepted payment methods.

Do note that sales and discounts are not applicable when purchasing a gift card.

Unfortunately gift cards are not exchangeable for cash, and any un-utilized value is not refundable.

The Vine Club

As long as you have an existing account or 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. 

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 of your screen once you've logged in.

You can exchange BTV Points for cash vouchers in the following denominations: $5, $10, $20, $100 and $200. Every dollar spent on a BTV item will gift you 1 BTV Point. Do kindly note that the dollar amount excludes shipping fees.

Yes! We look forward to connecting with you at one of our stores.

When you arrive at The Vine Club pop-up window, 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'.

Each BTV cash voucher will enable you to offset the cost of your Beyond The Vines purchases. These cash vouchers cannot be expended on shipping fees.  

Simply copy and paste the reward code within the checkout section. 

If you're in-store, our staff will be able to assist you on your cash voucher redemptions.

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. 

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.

There is no expiration date for all your BTV Points.

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

If you’ve got additional questions, contact us at Customer Care- we'll be happy to help.

Orders

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

You may only enter one discount code at checkout. For all orders purchased with a discount code, you will not be able to redeem any BTV vouchers from The Vine Club. You will however, earn BTV points from that purchase, and may use your points during your next purchase with us!

You may stack your store credits or gift card with a discount code.

Others

All items purchased with the "UOBTENOFFBTV" discount code are eligible for returns within 30 days from date of purchase! Simply follow the return process here or bring your item(s) and delivery invoice to our stores.

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!

Be The First To Know