Free local delivery with tracking within Singapore for purchases above $80 SGD.

Shipping & Returns

1. Domestic Orders

Domestic orders made within the country of our regional distribution hub (i.e Singapore) are shipped via SpeedPost (with Tracking ID) based on your order category (crafting tools and materials, customized or finished product). If you are unsure, kindly contact us to check before placing the order.

SpeedPost

Delivery period is estimated to be within 7 - 10 working days after dispatch from our logistics hub. Please note that delays can occur in delivery, and these delays are beyond our control. The Tracking ID will be sent to you (via email or SMS) when the order is dispatched.

Other Courier Services

As contingencies, we may use other local doorstep courier services services as needed. Delivery is typically 2-7 days after the order has been sent out from the logistics hub. The Tracking ID and details of the courier service will be sent to you (via email of SMS) when the order is dispatched.

2. International Orders (Worldwide)

We offer international shipping worldwide, with trackable and secure delivery.

For international orders, your parcels may be shipped via express courier (Speedpost or DHL) or international airmail (Singpost) from our distribution hub, to which the local fulfillment in your destination country will be handled by their local affiliate courier service.

There will be tracking provided for all International Orders, so that we can lower the risk of lost mail. Depending on your location, orders may take up to 24 days to reach you after we have sent it out. 

Please ensure that the address you have provided is correct and to stay updated with your local post office on the status of the parcel as uncollected parcels may be returned to us without notice and we will not be responsible for re-sending the parcel. 

Please note the following estimated summary of Zones and Delivery Times:

Zone 1: Malaysia & Brunei | delivery within 5 - 15 working days
Zone 2: Countries in Asia & the Pacific (except Australia, Japan & New Zealand) | delivery within 7 - 18 working days
Zone 3: Australia, Japan, New Zealand & rest of the world | delivery within 8 - 24 working days 

3. Customs Fees and Taxes

All international orders are subject to customs, taxes and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/tax/duty fees. Duties will be determined by the country of import upon arrival of your order based on product value and import restrictions.

These fees are NOT included in your order and/or shipping total. All fees must be paid by the parcel recipient. By placing an order, you authorize Owl On Hook to export your product on your behalf and agree to Owl On Hook delegating the import of your products to your location via a third party.

4. Changes

Orders in our system cannot be edited. If you would like to change the contents of your order, you will need to cancel it and reorder the desired contents.

5. Cancellations

If you recently placed an order and would like to cancel it, please email hello@owlonhook.com and enter ‘cancellation request’ in the first line along with the 'order number', and any other information that you would like to add to the body of the correspondence.

We will do all we can to accommodate the cancellation, however, depending on the order processing status, we are unfortunately unable to guarantee it. In this case, you may refuse delivery or return it to us for a full merchandise refund.

6. Returns

We only offer return of products for Crafting Tools & Materials (e.g. yarn, crochet hook) within fourteen (14) days after the product shipment date excluding certain products that may not be returned (e.g. final sale, customized and special order finished products). All returned products must be unused, undamaged and in original packaging conditions. You are solely responsible for the cost of shipping the returned product. Any product not returned in accordance with the return procedures may be donated or destroyed and no refund will be issued.

Due to the nature of handmade items, all finished products and customized handmade products are strictly non-returnable and non-refundable.

To return your product, please write to us via email to hello@owlonhook.com along with your Order ID in the subject line. Please allow 2 to 4 weeks for your refund to be fully processed, subject to the receipt of your returned goods. The amount of your refund is determined only by the products you are returning – shipping and handling charges will not be refunded.

Instructions for any returns will be notified to you via email based on your Order ID and Case ID.