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View answers to popular customer inquiries below.

Why do I need a User Account, and how can I create one?

Registering of User Account is to make your online ordering experience much easier in the future.

It allows you to easily review and manage the orders that you have submitted in the past, and also makes it faster for you to order new products in the future (by saving your Billing and Shipping information for instance).

Your account also allows you to save products you configured to your cart, so you can easily access them in the future.

To create an account, just click Register on the top right of our website, and enter the mandatory information (marked with a red *). Registering will redirect you to your Dashboard, from where you can review and edit your account information, addresses, and future orders.

Which information is required to create an account?

You need an e-mail address. It is important to submit a valid e-mail address, since it is the medium through which we will keep you informed about the progress and status of your orders, as well as of any promotions.

You will also need to provide your contact number so that our delivery team can contact you. A password that you can easily remember is also important, but please make sure that other people won’t be able to guess easily.

A strong password is highly recommended to keep your account safe. You will be prompted to fill in billing address and shipping address, if it is different from billing address.

How can I know if my account has been successfully created?

Upon successful registration, our system will automatically send a confirmation e-mail to the e-mail address that you provided.

I recently created an account but did not receive a confirmation e-mail. What should I do?

The first step in finding the cause of this is to verify whether the e-mail address you provided is correct.

Second, please verify that the confirmation e-mail did not end up in your mailbox’s spam folder.

If you actually did not receive anything, please contact our customer care service (by email, chat or phone), and our team will help you solve this problem.

I can’t remember the password for my account, what should I do?

If you forgot your password, you can click the “Forgot Your Password?” link on the Log In page. Submit your e-mail address and follow the instructions in the e-mail you receive to reset your password.

I have created an account, but I want to close it. What should I do?

Oh, no – what happened?

We strive to provide you with the best possible services. If we fell short of your expectations please contact us; we want to make it right.

We want you to be happy. If that means cancelling your account, give us a call and we’ll help you out.

I followed the website’s instructions and made my payment. What should I do next?

If you chose to pay by PayNow, PayPal or credit card, we will immediately receive your payment and you will receive confirmation email from us.

If you chose to pay by bank transfer, your order will be temporary put on hold (pending) until we confirm receipt of your payment.  Upon confirmation of your transfer, you need to e-mail a copy of the transfer slip to admin@costumicedesign.com.

If you have already uploaded your artwork at product ordering page, we will check your file and if everything is ok, you do not need to do any other thing except waiting for your item to be delivered to you. If your uploaded file has certain problem, you will receive an email from us to notify you on what issue to rectify.

How do I know if Costumice Design received the order that I just made?

After your order is submitted, our system will automatically sends out a confirmation e-mail with the details of your order. If the e-mail does not show up in your inbox, please verify that it did not end up in your spam folder. If not, please make sure that the e-mail address you registered is the right one. If you realize that the address is wrong, please change it to the correct one under Account Information in your Dashboard.

You may also drop us an email at admin@costumicedesign.com or contact us at +65 6908 5636 to check on this issue. Our customer support team will verify your submitted order at our end.

I just placed an order online, how and when should I send in my artwork?

We have a few options for you to upload your artwork.

  1. If you have print-ready file, please upload on our product ordering page. Kindly use our product template to prevent printing problem.
  2. If you have print-ready file, but would like to engage our artwork editing service, simply upload the print-ready file on our product ordering page. Please leave us a note on our check out page on which text to edit/ amend. Once our team finished editing, we will send an artwork confirmation to you.
I have sent in my artwork but have realized there was a mistake. How can I upload a new file?

Oh dear! Please be mindful that our support team is working very hard at our back end. Most of the time, whenever we receive an order, the order will be processed within 1 hour.

Please send me your revised artwork to admin@costumicedesign.com with your order number as subject. We will notify you if it is not too late to change the file.

 If you are not sure whether or not it is too late to change the file you uploaded, give us a call on +65 6908 5636, or whatsapp us at +65 8833 1699 with your order number ready, and our team will help you with your request.

Can I track the delivery status of my order?

Your delivery status will be updated whenever there is consignment note available.

Can I track the overall progress of my order?

Our system automatically sends out an e-mail to you when we receive your order, and when we ship it. That way, you are kept up-to-date on the progress of your order.

What is my Order Number, and where can I find it?

Your order ID is a unique identifier associated with your order. We use it internally to manage and keep track of your order.
You can find your order number in the confirmation e-mail that we send out to you after reception of your order, as well as under the My Orders section of your dashboard.

I have ordered a product but changed my mind and don’t want it anymore. Can I cancel the order?

Please check with our team through phone +65 6908 5636 or whatsapp +65 8833 1699, whether your order has already been sent into production or not. Order cancellations will be accepted only for orders that have not been sent into production yet. However, for scenarios such as printing involve graphic design service, cancellation after one hour of order confirmation, we are unable to cancel your order.

There seems to be a problem with my order. Who should I contact, and how?

Our customer care service is there to take care of you and answer all your questions ranging from the operation of our website to the technical aspects of your order. Feel free to call us at +65 6908 5636, or whatsapp +65 8833 1699, about any of your questions.

I have received my order but am not satisfied with the quality. Can I get a reprint or my money back? What is the best thing to do?

Oh, no! We want you to love your products and your experience with us. If you are not 100% satisfied, give us a call at +65 6908 5636. We’ll do everything we can to make it right.

Rest assured that we have gone through all the necessary quality check before ship out your product. However, If you received your products and are not satisfied with the overall quality, please give us a call or send us an email containing your order number and the reason why you are not satisfied. We are highly committed our product quality and customer satisfaction.

What is the standard delivery lead time for my order?

Our standard delivery lead time is within 5 days upon finished production.

Please take note that slower delivery lead time is expected during peak season such as Chinese New Year, Hari Raya Puasa, Year end period (24th December to 1st January each year), We will notify all our customer in advance when your order is expected to be fulfilled during this period of time.

How will my product be delivered?

If the items ordered are lightweight, your order will be fulfilled by one of the courier companies such as Ninja Nan, Lalamove. However, should the items are heavy and bulky, we might arrange other means of delivery. Costumice Design will decide which method of transport to use along with the appropriate delivery service.

Can I get same day delivery?

Ops! So sorry. Same day delivery service is unavailable at the moment.

Can I arrange for self pick up?

Self pick up is unavailable in singapore at the moment.

How much is delivery fee?

Lightweight items such as name cards:

For order below $500, the delivery fee will be $8 per location per trip in Singapore. Additional delivery request is chargeable at $8 per trip.

For order above $500, the delivery fee will be waived off. Additional delivery request is chargeable at $8 per trip.

Bulky items such as flyers, brochures:

For order below $500, the delivery fee will be $15 per location per trip in Singapore. Additional delivery request is chargeable at $15 per trip.

For order above $500, the delivery fee will be waived off. Additional delivery request is chargeable at $15 per trip.

Please take note

The delivery fee will be calculated based on total purchase value and based on the item whichever is heavier. For example, if there is one order consist of flyer and name card, the delivery fee will be calculated based on the heavier item which is flyer. Please take note that in this case, both items will be delivered together because you have combined the orders into one.

What methods of payment do you accept?

At Costumice Design Pte Ltd, we accept multiple modes of payment:

  • Visa
  • MasterCard
  • PayPal
  • Cashless Payment (PayNow)
  • Alipay
  • WeChat Pay
  • UnionPay
  • Bank Transfer

Should you wish to make payment through other modes, do contact us at +65 6908 5636 for more information.

I would like to make payment by bank transfer. What is your bank account information?

If you wish to make payment Bank Fund Transfer, our bank account information is listed below:.

Account Name: COSTUMICE DESIGN PTE LTD

Bank Name: DBS Bank Limited Singapore

Account Number.: 003-942533-3

Bank code: 7171

Branch code: 003

Swift Code: DBSSSGSG

Account Name: COSTUMICE DESIGN PTE LTD

Bank Name: Maybank Singapore Limited

Account Number.: 04011546436

Bank code: 7302

Branch code: 001

Swift Code: MBBESGS2

Please enter your order number as the identification/initials during the transfer.

Please CHECK with your respective banks for any additional charges that may be levied on such transfers.

**IMPORTANT!** – Upon completing the transfer, please remember to upload the transaction slip through ordering page.

Do you charge Goods and Services Tax?

All prices reflected on the site are in Singapore Dollars and free of local 7% Goods & Services Tax (GST). We will notify all users when we start collecting GST.

Can you accept Cash-On-Delivery Order?

Sorry for inconvenience. We do not accept Cash-On-Delivery order.

All payments must be made within 24 hours upon placement of orders. Delay of payments might cause delay in production. We will send your order for production upon receiving payment.

I would like to apply for credit term. May I know what the procedures are?

Thank you for your interest in applying credit term with us. The following are the procedures to apply for credit term:

  1. You have placed first order with Costumice Design.
  2. After first successful order, if you are satisfied with our product quality and service, please send the following information/ document to admin@costumicedesign.com:
  • Bizfile
  • Number of employees
  • Number of store locations
  • Yearly printing volume  

(You are eligible for credit terms if you satisfy one of the following conditions:

More than 10 employees or

more than 3 storelocations or

over SGD 2,000 yearly printing volume).

Upon reviewing your request, we will revert with our decision within 2 working days.

I am not satisfied with product quality, can I refund?

Although we will be very sad to hear that, but we at Costumice Design overall goal is to provide the highest grade of product quality and customer experience. However, in case you are not satisfied with our products and services, please do not hesitate to reach out to us – we will do our best to find an appropriate solution.  

Please take note that when it comes to refund of orders, we will apply the following conditions:

  • As printable products as customisable products, once artwork has been uploaded by you, and we have printed according to your artwork and product specifications, there will be no refund.
  • If you receive the goods, and the product specifications are not as ordered, upon investigation by Costumice Design, we will arrange to credit of the paid amount to your account (with any incurred expenses deducted, if available).
  • If you have placed the order, and we have started printing process, there will be no refund.
  • If Costumice Design fail to deliver your order after 30 days of estimated date of delivery (for whatsoever reason), you may proceed to cancel the order by writing to us at admin@costumicedesign.com. For example, you have placed an order on 1st October and estimated date of delivery should be 15th However, for certain reason, Costumice Design is unable to fulfilled the delivery after 15th November (30 days after the expected date of delivery), upon receiving your refund request, we will arrange to credit of the paid amount to your account (if any incurred expenses deducted, if available).
I have received the goods, opened it, and would like to refund. Can I still refund?

Oh no! What happened?

For all our products, we will inspect and quality checked before shipped out to all our customers. However, we understand that things might still go wrong along the way.

  • If the goods shipped out is totally wrong specifications or wrong size (for example, apparels), please return the goods in their original packaging, in an unused condition and full quantity, to the following location (Please write your name, order ID on the parcel so that we are able to track.):
1010 Dover Road, #01-229V, Singapore 139658

(Attention to: Costumice Design Pte Ltd)

Upon investigation by Costumice Design, we will arrange to credit of the paid amount to your account (with any incurred expenses deducted, if available).

  • If the goods shipped out in perfect condition, goods received in perfect condition, but packaging is damaged due to Courier Company’s fault, there will be no refund. Please help us by providing feedback of the above mentioned courier company service level.
Do I need to pay for delivery fee for goods return?

Unfortunately, you need to arrange for goods return.

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