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FREQUENTLY ASKED QUESTIONS
ORDERS & DELIVERIES
Delivery Options & Timeframes: For ready stock items, we strive to ship out your orders within 2-4 business days, though some orders may have a longer lead time during peak and sales season. If you have opted for name personalization, please allow us 5-7 working days to work on your order.
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Delivery Costs: All items will be shipped by courier at $4 and orders above $100 will be entitled to free local courier delivery.
Delivery Exclusions: Based locally in Singapore, we can ship to most locations, but there may be some exceptions. Please send us a message to find out about international delivery charges.
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Order Issues: If you receive an order with problems, please contact us immediately. We'll work quickly to resolve the issue.
RETURNS & EXCHANGES
We want you to love your By This Mom purchase! However, we understand that sometimes things don't work out as planned. Here's a breakdown of our return and exchange policy:
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Change of Mind: As we don't offer refunds for change of mind, we encourage you to choose carefully before adding items to your cart.
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Exchanges: We happily accept exchanges for:
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Defective items: If your item arrives damaged or faulty, please contact us within 7 days of delivery, and we will arrange a prompt exchange for you.
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Incorrect items: If you receive an item that's different from what you ordered, please let us know within 7 days of delivery. We'll be happy to send you the correct item.
Exchange Eligibility:
To be eligible for an exchange, the item must be:
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In its original, unopened packaging.
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Unworn or unused.
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Purchased within the last 2 weeks from the date of purchase.
Initiating an Exchange:
To start an exchange, simply contact our friendly customer support team within 2 weeks of receiving your order. They'll guide you through the process and provide easy-to-follow instructions.
CARE INSTRUCTIONS
Flip it Inside Out: Flip your bag inside our before tossing the backpack into the washing machine. This helps to protect the outer design and keeps it looking sharp.
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Machine Washable: Wash your bag with similar colors and fabrics. For best results, use a gentle or delicate cycle and a mild detergent. Avoid using bleach or harsh chemicals that could damage the material.
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Hang to Dry: Ensure that your bag is fully dry before storing. Dampness can lead to unpleasant odors and even mold growth.
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Storage: Avoid damp or humid areas that could compromise your bag's freshness and longevity.
COLLABORATIONS
IN-PERSON SHOPPING
Want a more personalized shopping experience? Contact our friendly team to schedule an appointment to shop in person at 18 Sin Ming Lane! We'll answer your questions, help you find the perfect items, and make sure you love your BTM purchases.
GOT AN UNANSWERED QUESTION?
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