Shipping and Return
CILY (SINGAPORE) ships locally, only within Singapore by ARAMEX.
*Please note that we do not offer office pick-ups.
We will not be liable for incorrect or incomplete address provided by the customers and order may be subjected to top-up for re-delivery.
You may proceed to check the delivery status here after you have received the package tracking number.
*ARAMEX Customer Service Hotline: +65 65430300
Delivery method, Shipping cost and Timeframe
SGD4.50 per order / FREE with a minimum purchase of SGD49
3-5 business days upon dispatch
Upon order confirmation, your package will be dispatched to our courier partners within 2-3 business days. You can expect your delivery within the above timeframe (but there may be unexpected delays due to unforeseen circumstances beyond our reasonable control after handing the package over to third-party courier partners). You shall examine the goods upon collection for any deficiencies and/or damages.
This policy is only applicable for Defective or Unopened items.
If any product is found to be expired, missing, incorrect or damaged inside after receiving the order, claims for return (if any) must be lodged to our Customer Service (Refund Unit) at firstname.lastname@example.org within the next 7 business days from the date of delivery/collection; otherwise CILY (SINGAPORE) have the discretion to refuse any request or claims.
All return and refund requests are subjected to CILY (SINGAPORE)’s management approval. CILY (SINGAPORE) reserves the right to reject any requests according to returned products’ or unforeseen conditions. CILY (SINGAPORE) shall not be liable for any losses, liabilities, costs, damages, charges or expenses during the process. CILY (SINGAPORE) reserves the rights to deduct a fee of up to SGD$12 on refund.
▸Delivery charges, Promotional items or Vouchers are non-refundable.
▸Return/Refund is allowed only once per order. CILY (SINGAPORE) reserves the right to reject any subsequent returns or refund requests for the same order and/or product thereafter.
▸All goods must be returned in original packaging UNOPEN. It is the responsibility of client to ensure safe and undamaged goods during the process of return.
Return and Refund Process
Kindly contact our Customer Service Team and follow these steps so that we can better facilitate your return request:
Please provide the following information to our Customer Service Team:
1. Full name and Order no. (can be found in your member account)
2. Reason(s) for return
3. Name of item(s) to be returned and its respective quantity
4. Photographs (e.g. the defective part or whole package to show any missing content)
5. Please indicate if the seal of item(s) has been removed or unwrapped
Do send the item(s) that you wish to return to the warehouse address (stated in the Return Form) by courier within 7 days after you have received the Return Form from us.
*Please note that the customer should bear the shipping cost for returning the item(s) to CILY (SINGAPORE) and be responsible for the safety of the delivery (if the return is classified under "Unopened").
Your refund will be processed as soon as the returned product is inspected by our Quality Assurance Team (QAT) and confirmed that it fits within our Return Policy. Upon QAT’s approval, refund process takes about 2-3 business days. Refund can only be made payable via chosen payment method during sales. (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:
• Obtained from a source other than https://cily.sg
• Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
• Damaged by misuse or activities other than the intended purpose
If you are facing any problems, kindly contact us at email@example.com