FAQ

- Products

Q: I would like to know more about the products.
Should you have any questions, please feel free to reach us.

Q: Can I purchase unlisted items on the online store?
We do carry a wider range of products in the gallery. Please visit our gallery for more information or you may send us the request via WhatsApp or email at info@huls.com.sg.

Q: Do out-of-stock items get restocked?
Some of our products are available for pre-order if they are sold out. Lead time for each product varies depending on the availability in Japan. Please take note that full advance payment will be collected for pre-order items. Kindly contact us for more info via WhatsApp or email at info@huls.com.sg

 

- Orders

Q: How do I make an order?
Orders are accepted via our online shop and in-person at our gallery.
We do not accept email orders.

Q: Can I change or cancel my order after confirmation?
Amendments or cancellations cannot be made once your order has been confirmed.

Q: I received the wrong item, what should I do?
We are incredibly sorry to hear that! Please drop us an email at info@huls.com.sg within 5 days from the date of delivery with the following information:

- Your Order Reference
- A photo of the item you received

Our team will get back to you as soon as possible on the next steps to take. 

 

- Payment

Q: What payment modes do you accept?
You may purchase with Visa, Mastercard, American Express credit cards / PayPal / Apple Pay / Google Pay.

Q: I haven't received the order confirmation.
If you do not receive the confirmation email, the following are possible reasons.
- The email address you entered was incorrect.
- Confirmation email is in the junk mail folder.
- You are receiving only specified domains.

If you are receiving the specified domain to prevent junk mails, please remove the settings in advance

 

- Local Shipping(Standard)

Q: What is the shipping charge?
The shipping fee is SGD10.00 (up to 2kgs) and free shipping for purchase over SGD300 & above.
This is applied to local shipping only.

Q: How soon will the purchased item be shipped after I placed an order?
Items in stock will be shipped within 3-5 business days.

Q: How can I track the delivery of my parcel?
After your order is shipped, you will receive a notification email with a tracking number. With the tracking number, you can stay updated on the delivery status of your parcel on the Speedpost website.

Q: What should I do if the parcel does not arrive?
If you do not receive your parcel, kindly contact Speedpost for the latest update.

Q: What should I do if the item is damaged?
You will need to contact us within 3 days after you received the item. Kindly provide a detailed description of the damage and photos or video, showing the damage. Our team will get back to you as soon as possible on the next steps to take.

For more information regarding the shipping terms & conditions, please visit our page

 

- Local Shipping (Express)

Q: What is the shipping charge?
The shipping fee is SGD25.00 (up to 20kgs). For purchase over SGD300 & above, you may enjoy a special rate of SGD15.00 for Express Shipping.
This is applied to local shipping only.

Q: Can I receive my order tomorrow if I place an order today?
Please select Express Shipping (1-2days) during check out if you place order before 4pm. Kindly note that there are no deliveries on Sundays and Public Holidays.

For orders made by 4pm between Monday to Friday, we will schedule the delivery on the next day.

For orders made on weekends and Public Holidays, the earliest delivery will be on the following working day.

Q: Can I request delivery during a specific time frame?
Our team will get in touch with you via WhatsApp or email once we received your order. If you have a preferred delivery date and time, please let us know and we will try our best to fulfil your request.

Q: How can I track the delivery of my parcel?
You will receive a SMS or email notification once the order is placed. Please click on the link provided and you will be able to keep track on your order status. Lalamove tracking number can be found on the page once the order is ready to be shipped.

Q: Is there a same-day delivery option?
We are sorry that we don’t provide this option currently. Only Express Shipping (1-2 days) is available for all orders in Singapore.

 

- Self-collection

Q: Can I collect my online purchase at the gallery?
Yes, you may self-collect ordered items at Duxton Hill gallery. Once you check out the items in your cart, you will be directed to the payment page. Please select the “Pick up” option under the delivery method section. We will send you a notification via email once the item is ready for pick up. Kindly provide us your name and order number for verification purposes when you are here at the gallery.

- International Shipping

Q: Can I purchase items that are exclusive to customers residing in Singapore?
We regret that due to operational circumstances, some items are limited to local delivery within Singapore only.

Q: Do you ship worldwide?
Currently, we provide international shipping to Malaysia only. More countries will be included in the near future. Please stay tuned for more updates.

Q: What is the shipping charge?
The shipping fee is SGD20.00 (up to 2kgs) and free shipping for purchase over SGD400 & above. This is applied to international shipping to Malaysia only.


Q: Does the price include import duty and taxes?
Our prices do not include import duty/tariff, GST/VAT and other surcharges applicable in Malaysia.

Q: Do I have to pay customs duties and taxes?
We ship DDU (Delivery Duty Unpaid) to Malaysia. Import tax and duties and the related customs fees may be charged depending on the order. These charges are determined by the customs and are payable by the recipient. 

Click here for estimates on the customs and duties

 

- Gift Wrappings

Q: Is there any option of gift wrapping?
For products that come with a box, you may choose ribbon wrapping (+SGD1) or mizuhiki wrapping (+SGD2).

Q: Can I put a message card in the purchased item?
You may contact us via WhatsApp or email with the personalised message for the recipient. We can insert the text on the gift card.

 

- Returns & Exchanges

Q: Can I return or exchange the item I purchased?
All products are considered as final sales and are not eligible for return or exchange.

For more information regarding returns and exchanges, please visit our page 

 

- Wholesale

Q: Do you wholesale your tableware for professional use in restaurants?
Yes. HULS Gallery wholesale to restaurants in Singapore and overseas.
Kindly contact us for more information.