Shipping policy

Last updated: 16 August 2026

Thank you for shopping with Gentle Goods Co. This policy explains our order processing, delivery and tracking procedures.

Shipping Availability

We currently deliver only within Singapore.

We are working towards offering international shipping in the future. Follow our official social-media accounts or join our mailing list to receive updates when international delivery becomes available.

Order Processing

Orders are typically processed within 1–3 business days, excluding weekends and Singapore public holidays.

Processing includes checking, preparing and packing your products before handing the parcel to the delivery provider.

Processing may take longer during:

Product launches and restocks;
Sales and promotional periods;
Public holidays;
Periods of unusually high order volume; or
Other circumstances outside our reasonable control.

Delivery time begins after your order has been processed and dispatched.

Delivery Time

Delivery within Singapore usually takes approximately 1–3 business days after dispatch.

Delivery periods are estimates and are not guaranteed. Delays may occur due to severe weather, public holidays, peak shopping periods, courier disruptions or other circumstances outside our reasonable control.

Please allow for both:

Processing: 1–3 business days; and
Delivery after dispatch: approximately 1–3 business days.

Shipping Charges

Applicable shipping charges will be displayed at checkout before payment.

Any free-delivery promotion or minimum-spend offer will be subject to the conditions displayed on our website at the time of purchase. Unless otherwise stated, the qualifying amount is calculated after discounts and before delivery fees.

Shipping charges are generally non-refundable unless the product received is defective or incorrect, or a refund is otherwise required under applicable law.

Order Tracking

If tracking is available for your selected delivery method, you will receive a shipping confirmation email containing your tracking information after your order has been dispatched.

Please allow some time for the courier’s tracking system to update. If you cannot find the confirmation email, check your spam or junk folder and ensure that the email address entered at checkout is correct.

If the tracking information has not updated for an extended period, contact us at gentlegoods.help@gmail.com with your order number.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address at checkout, including the correct:

Recipient’s name;
Block and unit number;
Street name and postal code; and
Contact information.

Please review these details carefully before submitting your order.

If you notice an error, email gentlegoods.help@gmail.com as soon as possible. We will try to update the address if packing and fulfilment have not started, but we cannot guarantee that changes can be made.

Once a parcel has been dispatched, we may not be able to change its delivery address.

Incorrect or Incomplete Addresses

Gentle Goods Co. is not responsible for delays, failed delivery or loss caused by an incorrect or incomplete address supplied by the customer.

If a parcel is returned to us for this reason, the customer may be required to pay an additional delivery fee before it can be sent again.

If the customer chooses not to have the parcel resent, we may refund the eligible product cost after the parcel has been returned to and inspected by us. Original delivery fees and any return charges incurred may be deducted from the refund, to the extent permitted by law.

Failed Delivery and Returned Parcels

Customers are responsible for monitoring tracking updates and following any delivery instructions provided by the courier.

If delivery cannot be completed, the courier may attempt redelivery, leave collection instructions or return the parcel to us. Any redelivery or return charges caused by an unsuccessful delivery attempt may be payable by the customer.

We will contact you using the details supplied with your order if a parcel is returned to us. If we do not receive a response within 14 days, the order may be treated as unclaimed. Any refund offered will exclude non-refundable delivery and return costs, subject to applicable law.

Authority to Leave Parcels

If you request or authorise a courier to leave a parcel unattended, you accept the risk associated with the chosen location to the extent permitted by law.

Please select a secure delivery location and ensure that someone is available to receive the parcel where possible.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it:

Check your letterbox, doorstep, parcel locker and other safe locations;
Ask household members, neighbours or building management whether they received it;
Check the courier’s tracking page for photographs or delivery notes; and
Contact the courier directly for further delivery information.

If the parcel still cannot be found, contact us at gentlegoods.help@gmail.com as soon as possible. We will assist with the courier investigation where reasonably possible, but the outcome will depend on the courier’s findings and the circumstances of the delivery.

Lost Parcels

A parcel is not considered lost solely because tracking has been temporarily delayed or has not recently updated.

If a courier confirms that a parcel has been lost in transit, please contact us. We will review the circumstances and provide an appropriate solution, which may include a replacement or refund, subject to product availability and applicable law.

Products Damaged During Delivery

Please inspect your order shortly after delivery.

If a product arrives significantly damaged, contact gentlegoods.help@gmail.com within 7 days of delivery and provide:

Your order number;
A description of the issue;
Clear photographs of the product;
Photographs of the inner and outer packaging;
A photograph of the shipping label; and
An unedited unboxing video, if available.

An unboxing video may help us investigate, but not having one will not automatically prevent us from reviewing your request.

Minor dents, scratches or creases affecting only the outer packaging will not normally qualify for a refund or replacement if the product itself remains undamaged.

Requests relating to damaged, defective or incorrect products are also governed by our Return and Refund Policy.

Separate Shipments

Orders containing multiple products will usually be sent together. However, we may occasionally divide an order into separate parcels for operational reasons.

If this happens, you may receive more than one tracking number. You will not be charged additional shipping fees where we choose to divide the order.

Pre-Order Products

If an order includes a pre-order product, the estimated dispatch period will be stated in the relevant product listing.

Unless otherwise stated, products purchased together with a pre-order product may be shipped together when all products are available. If you would like available products sent separately, additional delivery charges may apply.

Pre-order dates are estimates and may change due to production or supplier delays. We will provide updates if a significant delay affects your order.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at gentlegoods.help@gmail.com.

We will try to accommodate your request, but changes and cancellations are only possible before packing and fulfilment have started. Once an order has been processed or dispatched, it cannot be changed or cancelled.