As a Singapore-based e-commerce company specializing in clothing retail, BROAD VISTA PTE. LTD. (“we,” “us,” or “our”) is committed to providing reliable, transparent, and efficient shipping and delivery services for your clothing purchases. This policy outlines key details about our delivery coverage, timelines, costs, packaging, and related processes to ensure you have a clear understanding of how your orders reach you. We work with trusted logistics partners to balance speed and care, especially for delicate clothing items (e.g., silk dresses, linen shirts) that require extra protection during transit.
1. Delivery Coverage
We offer shipping services to two primary regions: Singapore (domestic) and selected international destinations.
- Domestic Delivery: Covers all addresses in Singapore, including residential homes, offices, and PO Boxes (note: PO Box deliveries may require an additional 1–2 business days for processing).
- International Delivery: Currently available to 15+ countries/regions, including Malaysia, Thailand, Indonesia, Hong Kong (China), Australia, the United Kingdom, and the United States. A full list of eligible destinations is available on our “Shipping” page at checkout—if your location is not listed, please contact our customer service team for custom delivery options.
2. Order Processing Time
Before your order ships, we need time to process, verify, and prepare your clothing items.
- Standard Processing: Takes 1–2 business days for in-stock items (e.g., basic t-shirts, jeans). This includes checking product quality (e.g., fabric defects, correct sizing labels), folding items neatly, and packing them securely.
- Pre-Order Items: For clothing marked “Pre-Order” (e.g., upcoming seasonal collections), processing time extends to 3–7 business days, as we wait for stock to arrive from our warehouses. We will notify you via email once your pre-order is ready to ship, along with an estimated delivery date.
- Weekend/Holiday Processing: Orders placed after 5 PM (Singapore Time, SGT) on Fridays, or during Singapore public holidays (e.g., National Day, Chinese New Year), will be processed on the next business day.
3. Domestic Delivery Timelines
For Singapore addresses, we offer two delivery speed options to suit your needs:
- Standard Delivery: Takes 2–3 business days from the date of order processing. For example, an order processed on Monday will typically arrive by Wednesday or Thursday.
- Express Delivery: Available for urgent orders, with a delivery time of 1 business day (e.g., processed on Tuesday, delivered on Wednesday). Express delivery is only available for orders placed before 12 PM (SGT) on business days—orders placed after this cutoff will be delivered the next business day.
- Remote Areas: Addresses in remote parts of Singapore (e.g., Pulau Ubin, Sentosa Cove) may require an extra 1 business day for standard delivery due to limited logistics routes.
4. International Delivery Timelines
International delivery timelines vary by destination and customs clearance efficiency:
- Southeast Asia (e.g., Malaysia, Thailand): 3–5 business days after shipping.
- East Asia/Australia (e.g., Hong Kong, Australia): 5–7 business days after shipping.
- Europe/North America (e.g., UK, US): 7–10 business days after shipping.
Please note: These timelines do not include customs clearance time, which can add 1–3 business days (or longer for countries with strict import regulations). We are not responsible for delays caused by customs inspections, but we will provide you with a tracking number to monitor your package’s progress.
5. Shipping Costs
Shipping fees are calculated based on three factors: delivery region, order weight, and delivery speed. We also offer free shipping promotions to help you save:
- Domestic Shipping:
- Standard Delivery: SGD 4 for orders under SGD 60; free for orders over SGD 60.
- Express Delivery: SGD 8 for all orders (no minimum purchase required).
- International Shipping:
- Calculated at checkout (e.g., SGD 12 for a 1kg order to Malaysia; SGD 25 for a 2kg order to the US).
- Free international shipping for orders over SGD 200 (applies to all eligible destinations except remote regions).
- Weight Calculation: Clothing weight includes the item itself plus minimal packaging (e.g., a cotton t-shirt weighs ~150g; a winter jacket weighs ~1kg). We round up to the nearest 0.5kg for fee calculation.
6. Packaging for Clothing Items
We use clothing-friendly packaging to protect your purchases from damage, wrinkles, and moisture:
- Inner Packaging: Each clothing item is wrapped in acid-free tissue paper to prevent fabric discoloration (critical for silk, wool, and colored items) and reduce wrinkles. Delicate items (e.g., lace tops, beaded dresses) are placed in soft, reusable cloth bags for extra protection.
- Outer Packaging: We use durable, water-resistant cardboard boxes or padded envelopes (for lightweight orders like t-shirts) to shield against rain, dust, and minor impacts during transit. Boxes are labeled with “Fragile – Handle with Care” for delicate items to alert logistics staff.
- Sustainability: Our packaging is 100% recyclable, and we avoid single-use plastics (e.g., plastic wrap) where possible. We also offer a “Minimal Packaging” option at checkout for customers who prefer less packaging (note: this option is not recommended for delicate items).
7. Order Tracking
Once your order ships, we provide full tracking visibility so you can monitor its journey:
- Tracking Number: Sent to your registered email address within 24 hours of shipping. You can enter this number on our “Track Order” page (via our website or app) or on our logistics partner’s website (e.g., SingPost, Ninja Van) to view real-time updates (e.g., “In Transit,” “Out for Delivery,” “Delivered”).
- Delivery Alerts: For domestic orders, you will receive an SMS (to your registered phone number) 1–2 hours before delivery, notifying you of the courier’s estimated arrival time. For international orders, alerts are sent via email (e.g., “Package Cleared Customs,” “Arriving Tomorrow”).
8. Delivery Attempts
We make multiple attempts to deliver your order to ensure successful receipt:
- Domestic Delivery: Couriers will make up to 2 delivery attempts on consecutive business days. If no one is available to receive the package on the first attempt, the courier will leave a “Delivery Notice” with instructions to reschedule delivery or collect the package from a nearby pickup point (e.g., SingPost branch).
- International Delivery: Most international couriers (e.g., DHL, FedEx) make 2–3 delivery attempts. If all attempts fail, the package will be held at a local warehouse for 7–10 days—you will receive an email with pickup details. If not collected within this period, the package may be returned to us, and you may be charged a return shipping fee.
9. Delivery Address Changes
We understand that you may need to update your delivery address after placing an order:
- Changes Before Shipping: If your order has not yet shipped (check status via “Track Order”), you can update the address by contacting our customer service team via email ([email protected]) or phone (+65-8032-5569) within 24 hours of placing the order. Please include your order number and the new address (with postal code) for accuracy.
- Changes After Shipping: Once the order is in transit, we cannot guarantee address changes—we will forward your request to our logistics partner, but they may be unable to modify the address due to operational constraints. If the change is unsuccessful, the package will be delivered to the original address.
10. Missing or Lost Packages
If your package does not arrive by the estimated delivery date, please take the following steps:
- Check Tracking First: Use your tracking number to confirm the package’s status. It may be delayed due to weather (e.g., heavy rain in Singapore), traffic, or customs hold.
- Contact Us: If tracking shows “Delivered” but you have not received the package, or if the status is “Lost”/“Undelivered” after the estimated timeline, contact us within 7 days of the estimated delivery date. We will initiate an investigation with our logistics partner, which typically takes 3–5 business days.
- Resolution: If the package is confirmed lost, we will offer you two options: (1) a full refund for your order, or (2) a free reshipment of the same clothing items (if in stock). For international orders, we may require additional documentation (e.g., proof of address) to process the resolution.
11. Damaged Items During Transit
We take great care in packaging, but occasionally items may be damaged during shipping (e.g., torn fabric, broken zippers). To resolve this:
- Report Within 48 Hours: Notify us via email within 48 hours of receiving your package, including: (1) your order number, (2) photos of the damaged item (showing the defect and the original packaging), and (3) a brief description of the damage.
- Assessment: Our team will review your claim within 2 business days. If the damage is confirmed to be transit-related, we will offer a free return and either a full refund, a replacement item (if in stock), or a store credit (your choice).
- Non-Transit Damage: If the damage is due to manufacturing defects (not transit), please refer to our Returns & Refunds Policy for separate instructions.
12. Temperature-Sensitive Clothing
For clothing items sensitive to extreme temperatures (e.g., wool sweaters, cashmere scarves), we take extra precautions during shipping:
- Hot Climates: For deliveries to warm regions (e.g., Thailand, Indonesia), we include moisture-absorbing packets in the packaging to prevent mold or mildew growth on natural fabrics.
- Cold Climates: For deliveries to cold regions (e.g., UK, US in winter), we use insulated packaging to protect items from freezing (which can damage fabric fibers, especially for silk or lace).
- Special Handling Labels: Packages with temperature-sensitive items are marked with “Keep Away from Extreme Temperatures” to alert couriers.
13. Bulk Orders
For bulk orders (e.g., 10+ clothing items for events, gifting, or resale), we offer customized shipping solutions:
- Processing Time: Extended to 2–3 business days to ensure all items are checked and packed correctly.
- Shipping Cost: Discounted rates (up to 30% off standard international shipping fees) for orders over 5kg. Contact our sales team ([email protected]) for a personalized quote.
- Delivery: Bulk orders are shipped in reinforced boxes (to support weight) and may require a signature upon delivery. We can also arrange split shipments if you need items delivered to multiple addresses.
14. Returns & Exchange Delivery
If you need to return or exchange a clothing item (e.g., incorrect size, wrong style), we provide clear guidelines for return shipping:
- Domestic Returns: We offer free return shipping for domestic orders—simply request a pre-paid return label via your account, pack the item (in original condition), and drop it off at a designated SingPost or Ninja Van location. Returns are processed within 3 business days of receipt.
- International Returns: Customers are responsible for return shipping costs (we recommend using a tracked service to avoid loss). Once we receive and inspect the returned item, we will refund your original purchase amount (excluding initial shipping fees) within 5–7 business days.
- Exchange Delivery: Exchanged items are shipped for free (domestic) or at a discounted rate (international) once the returned item is confirmed in good condition.
15. Customer Support for Shipping Issues
Our customer service team is available to assist with any shipping or delivery concerns:
- Contact Channels: Reach us via email ([email protected]), phone (+65-8032-5569), or live chat (available on our website 9 AM–6 PM SGT, Monday–Friday).
- Response Time: We aim to respond to all shipping inquiries within 1 business day. For urgent issues (e.g., missing package for a special event), mark your email “Urgent” and we will prioritize it.
- Feedback: We welcome feedback on your delivery experience—this helps us improve our packaging, logistics partnerships, and timeline estimates for future orders.
By placing an order with BROAD VISTA PTE. LTD., you acknowledge that you have read and understood this Shipping & Delivery Policy. For updates or changes to this policy, we will notify you via email or a prominent announcement on our platform.