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Covid-19 Service Information

Hi there!

In light of the recent extension to the circuit breaker measures until June, we've decided to make changes to our fulfilment timelines. After the announcement of the extension, we had received a flurry of requests to send out all orders asap so customers wouldn't have to wait until June. We then actively reached out to other customers who had opted to wait or opted for a store pickup in May to see if they would prefer to receive their order immediately instead. If you had made an order for store pickup previously and would like to upgrade to courier delivery, please do drop us an email. 

To date, the two of us have both been sending out urgent orders when necessary, but without our team's help, we are unable to cope with the increasing number of requests. We are very grateful that you've kept us in mind when sending gifts and treats (especially our personalised bunnies) to your loved ones and are happy to do our best to send some cheer across. 

From 28th April 2020, we will open our office every Tuesday to send out any urgent online orders. Do bear with us as we will still take longer than usual to fulfil your orders with minimal staff. We expect to send out orders within six working days.

If you've put through an order which you're happy to receive in June, we would be grateful if you could assist us by indicating so. 

We will not be offering international shipping during this period as we have received several notifications of overseas orders experiencing long delays in the post and alternative couriers have increased their fees by as much as 30%. 

Rest assured that the exchange period for all purchases during this period will be extended until 30 June 2020 so you'll have ample time to do size swaps if you would like to shop for shoes online. 

Take care and take heart - just five weeks to go! Stay safe. 

x, Audrey and Carol

Updated 25th April 2020

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Hi there!

Some of you have asked why we announced last Friday that our online store deliveries will only resume once the latest workplace measures are lifted, considering online retail businesses had been initially exempted. We know you would like to continue to receive your orders, especially when families are stuck at home. It is tough to not be able to fulfil those needs because customer service has always been our focus. Closing our online store, when we were not required to and when we knew many other stores were not going to, was a difficult decision.

But ultimately, we did not want to put any one, not our employees or their families, or workers in our supply chain or our customers at unnecessary risk and we wanted to do our part in limiting movement in the spirit of the “stay home” message. To continue delivering online orders, our staff would have to come to the warehouse to pick and pack regularly and couriers to collect and deliver parcels. And this for items that are ultimately non-essential during a crisis. Don’t get us wrong, we love what we design, make and sell - it is everything to us. To put the brakes on a business we have taken eight years to build is heartbreaking. But we think delivery of new shoes, clothes and toys can wait a short four weeks while our country strives to contain the community spread. With the still rising infection figures each day, we would like to play our part in making sure that all of us can stay safe and emerge from this healthy and stronger to move forward.

We are very grateful for the many orders from customers wanting to show their support for us. It means the world to us that you support us during this time. We also know that some of our customers could be going through difficult times - those who have lost livelihoods and have families to feed. Our hearts are with you. Know that we want you to take care of yourselves and your families first. If we can help in any way with essentials during this time (e.g. diapers, milk powder), please send us an email with your details and we’ll personally do what we can.

So for the next few weeks, we will still accept your online orders but please excuse us for delays as deliveries will only resume on May 5th. If you have an urgent request, do get in touch with us through social media or email.

In the meantime, stay safe and take care of your loved ones.
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x, Audrey and Carol

Updated 6th April 2020

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Due to the introduction of new workplace closure regulations, we've had to put in place revised store policies for this period:

- Any orders received from 5 p.m. on Friday 3rd April 2020 until 5 p.m. on Sunday, 5th April 2020 will be fulfilled and be available for pickup on Monday, 6th April 2020 between 10 a.m. to 6 p.m. at our store at Cluny Court, 501 Bukit Timah Road #02-31 Singapore 259760.

- We will not be offering courier services during this period.

- We will not be offering international shipping during this period. 

- We will extend our exchange period to 60 days.

- From 5 p.m. on 5th April 2020, all orders received will only be fulfilled after such workplace closure measures have been lifted.

From 7th April 2020, our store at Cluny Court and our office will be closed until further notice.

Updated 3rd April 2020

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Hi there!

It has been an uncertain and uncomfortable few weeks as we watch the developing events with much sadness and anxiety. Our hearts go out to those working tirelessly in the frontline to keep us safe and those directly impacted by the situation. We have all started to make some changes to the way we live and work to keep ourselves and loved ones safe, as well as to play our part to prevent further spread of the virus.
   
Yours and our team's health and safety is our main concern. During this period, we will implement the following precautionary measures: 
  • On Monday, 6th April 2020 - our operating hours will be from 10am to 6pm.  The store will be closed until further notice.
  • Please do use the hand sanitisers provided when you first come into the store.
  • At any time, we recommend that there be only 2 families in each section. Do stand on opposite sides of each section to give ample space to each other. If the store is crowded, we invite you to take a walk around the mall and come back later. 
  • To minimise contact, our staff will not assist your children in trying on shoes. 
  • We will extend our returns period (for both in-store and online sales) to 30 days 60 days 30th June 2020 to give you ample time to exchange items. Please note that our other conditions for exchange will still apply. 
  • Markings on the floor in front of the cashier indicate where to queue to maintain a safe distance. 
While these steps will affect our ability to give the high level of service we pride ourselves on, we believe it's important to have these measures to ensure you can have peace of mind if you choose to come by our store.
Here are some other tips we suggest!
  • Call our store ahead of your visit (Tel: 64668718) so we can reserve the item you're interested in. It could shorten your wait if the item is already prepared for you. 
  • If you're comfortable with our shoes and only need a size up, we highly recommend you shop online and opt for shipping. We have extended our returns period so if the size doesn't fit, simply text us at 81516809 and we'll keep the correct size for you to swing by and do a swap. 
Meanwhile, we will be finding more ways we can serve you better during this time, from more toys and games you can play at home, to providing you more gifting options you can send online. At the office, we have implemented split teams to minimise contact with each other. During this time, please bear with us if your orders take a little longer. 
  
As with all other small businesses, this has been a difficult time for us. We want to thank all our customers for your support, especially those who have called out to others to support small local businesses. We appreciate it. 
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Take care of your families and stay safe. 
  
x, Audrey and Carol
26th March 2020

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