Customer Guide

Ordering

1. To order, simply add your desired products into your cart and proceed to check out. Do ensure that the correct product variation(s) is/are selected as no changes will be allowed upon check out. Arts From The Heart will not be able to amend your orders once they have been confirmed and no exchanges will be allowed if wrong products are selected.
2. Upon addition of an item into your cart, you will be able to access your cart at the bottom left of the page. When you have completed browsing the site and ready to check out, click on the ‘CHECK OUT’ button on the fly cart.
3. You will then be brought to the check-out page.
4. Ensure that all fills are entered correctly.
5. Upon successful check-out, you will then receive an order invoice together with payment instructions through e-mail.
6. Please note that by adding item(s) into your cart, it does not signify you have successfully purchased the item(s). Item(s) is only secured upon submission of payment.
7. For orders with mailing options selected, AFTH will email you at the email address provided to obtain your delivery information.

Payment

1. Currently, we only accept PayNow and Direct Bank Transfer.
2. Detailed payment instructions will be sent through e-mail upon successful check out. Buyers are then expected to make payment and revert back to us with a proof of transaction within 24 hours from receiving the invoice. Payment will then be verified within 3 working days.
3. If no payment is received after one week since the order has been placed, Arts From The Heart reserves the rights to cancel your order. This is so that we can free up inventory for other customers. We thank you for your understanding.

Delivery & Collection

All Youth of the Year (YOTY) orders are pre-order only. Delivery/Collection of your orders is expected to be completed in January 2025. Please order only if you are comfortable with the wait.

Delivery:

1. Delivery information will be collected in a separate email for customers who have opted for Delivery.
2. All orders are delivered via SingPost. 
3. You will receive an email notification once your order has been shipped. For Registered Mail, you may track your package via https://www.singpost.com/track-items with the tracking number provided to you via email. 

All orders will be delivered via SingPost Registered Mail – Parcels will be tagged to a tracking number provided for tracking of delivery process. Order will be delivered within 2-3 working days from shipping date.

*Arts From The Heart will not be liable in the event of any lost mails.

Collection:

1. Collection of orders will take place within Nanyang Technological University (Singapore). The exact collection slots will be made available through a Collection Form which will be sent via text/email once your order is ready for collection.
2. Please ensure that we have acknowledged your pick-up appointment before making your way down so as to ensure that your order is ready for collection.

Returns & Exchange

1. All purchases made on this site are final and not eligible for return or exchange unless an item is found to be defective or incorrectly sent.
2. Sale / discounted items are strictly not exchangeable or refundable.
3. Measurements stated may vary 0.5″-0.75″ due to mass production. Colours shown may deviate slightly from the product listing due to production. In the cases above, no exchanges will be made.
4. Items with slight imperfections (loose thread, slight dotted stains etc) which do not affect the overall appearance of the item will not be considered a defect.
5. If you received a different item from the one you ordered, or a defective item, we’re sorry! Please contact us immediately at [email protected] with your order number and a snapshot of the defect or incorrect piece for us to advise you further. All return items must be in their original condition, unwashed and unworn with its original packaging and tag(s) intact. Items which do not fulfil these criteria will be rejected duly.
6. Arts From The Heart will provide a 1-to-1 replacement for defected or incorrect items. However, if the item is no longer available at point of return, you will be offered a cash refund instead. 

*All requests for exchange or refund would be accessed on a case-by-case basis.

Others

For all sales enquiries, kindly email us at [email protected] with your order number. Do allow us up to 3 working days to respond to enquiry emails. Kindly refrain from sending multiple emails as it will mean your mails are pushed up further and it will take us even longer to get back to you. Rest assured we will attend to your emails as soon as we can.

Arts From The Heart reserves the right to amend the terms from time to time without prior notice. If you have any clarifications, kindly email us at [email protected]