CUSTOMER CARE 

SHIPPING

LOCAL DELIVERY

For deliveries within Singapore, we provide free door-to-door courier service for all online purchases. You can expect to receive your parcel within 1-3 working days from the date of order placed.

During special circumstances like sale periods or festive seasons, delivery may take longer than usual due to high volume.

If you have any other special delivery requests, contact Customer Service and we will be happy to assist you.

SELF-COLLECTION

You may self-collect your purchases at any of our Shop Installations. Simply choose the option for self-collection and select your preferred location upon checking out your shopping cart. You will receive a SMS notification within 1-3 days of order placed that your purchase is ready for collection.

Self-collections can be made at these locations:

The BTV Downtown
OUE Downtown | 6 Shenton Way, 01-08, Singapore 068809
+65 8777 1810
Monday - Saturday : 10:00 - 21:00 GMT+8

The BTV Shop Installation
Mandarin Gallery | 333 Orchard Road, 02-21, Singapore 238897
+65 8157 0577
Monday - Sunday : 10:00 - 21:00 GMT+8

INTERNATIONAL DELIVERY

For international orders, we have a flat rate delivery fee based on your location. You may check out our international delivery rates here.

When your order is placed, we will take 1-2 working days to process and ship your purchase. We ship internationally via Aramex and will send you your tracking code once it has been shipped.

For any additional information, please contact Customer Service.

RETURNS & EXCHANGES

We hope you will love everything that you order from us but if something isn't quite right or you simply changed your mind, you have 14 days to return or exchange your item. Should you receive a defective product, please contact Customer Service within 14 days from receipt of product. We will arrange for our courier to pick up the product from you, and proceed to send you a replacement item. Please note that items that are damaged as a result of wear-and-tear and/or inappropriate wash care will not be accepted for returns.

We do not accept exchanges or returns for sale/mark-down items.

HOW TO MAKE AN EXCHANGE OR RETURN

1. Fill in the return form and include it into your return parcel - indicate if you would like to do an exchange or return in store credits

2. Mail it out via your trusted postal service to our studio. We recommend using registered mail in order to track your item. Beyond The Vines is not liable for any lost parcels in transit.

The BTV Studio
87 Jalan Kelabu Asap
Singapore 278275

3. You will receive a confirmation email once your returns have reached us and we will process your exchange/return.

Alternatively, you can bring your item with the exchange/returns note down to any of our Shop Installations. Should the price of item exchanged be higher, you may simply top up the different. If item exchanged is of lower value, you will receive the difference in store credits.

Exchanges are one-time only and valid for 14 days from receipt of product, and we ask that items are returned clean, unworn and have all their tags on.

RETURNS - INTERNATIONAL ORDERS

For international orders, we only do a return in store credits. Kindly fill up the exchange/returns note and mail your items via registered mail to:

The BTV Studio
87 Jalan Kelabu Asap
Singapore 278275

Once we have received your parcel, it will take 1-3 working days to process the return. You will be notified accordingly. The shipping cost (as per the package) will also be returned to you via store credits.

PRIVACY POLICY

BTV Group Pte Ltd (“Beyond The Vines”) takes your privacy very seriously. We ask that you read this privacy policy (the “Policy”) carefully as it contains important information about what to expect when Beyond The Vines collects personal information about you and how Beyond The Vines will use your personal data.

This Policy applies to information we collect on www.beyondthevines.com and its sub-domains about:

i)               visitors to our website (the “Site”); and

ii)             people who register their emails with us.

iii)            people who register a shopping account with us.

 

INFORMATION COLLECTED FROM ALL VISITORS TO OUR WEBSITE

We will obtain personal data about you when you visit us. When you visit us, we may monitor the use of this Site through the use of cookies and similar tracking devices. For example, we may monitor the number of times you visit our Site or which pages you go to. This information helps us to build a profile of our users. Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually. Please see further the section on “Our Use of Cookies” below.

 

INFORMATION COLLECTED FROM USERS WHO REGISTER THEIR EMAILS WITH US

When you register your emails with us, we may use it for the following:

(a)   will send you weekly newsletters, contact you about products and services we think may be of interest to you.

If you agree to us providing you with these information, you can always opt out at a later date. If you would rather not receive these information, please send a blank email message to [email protected]

By submitting your email you consent to the use of that email as set out in this policy.

 

OUR USE OF COOKIES

Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. The information is used to track visitor use of the Site and to compile statistical reports on Site activity. For further information about cookies visit www.aboutcookies.org or www.allaboutcookies.org. You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our Site features may not function if you remove cookies from your browser.

 

ACCESS TO YOUR INFORMATION AND UPDATING AND CORRECTING YOUR INFORMATION 

Subject to the exceptions referred to in section 21(2) of the Personal Data Protection Act 2012 (No. 26 of 2012) of Singapore (“PDPA”), you have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please send an email to [email protected] We may make a small charge for this service.

We want to ensure that your personal information is accurate and up to date. If any of the information that you have provided to Beyond The Vines changes, for example if you change your email address, name or payment details, or if you wish to cancel your registration, please let us know the correct details by sending an email to [email protected] You may ask us, or we may ask you, to correct information you or we think is inaccurate, and you may also ask us to remove information which is inaccurate.

 

NON-DISCLOSURE

We do not sell, trade, or otherwise transfer to third parties your personally identifiable information.  This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, as long as these parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours and others’ rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

 

SALE OF BUSINESS

If Beyond The Vines’s business is sold or integrated with another business your details may be disclosed to our advisers and any prospective purchasers and their advisers and will be passed on to the new owners of the business.

 

CHANGES TO PRIVACY POLICY

We keep our privacy policy under regular review. If we change our privacy policy we will post the changes on this page, and place notices on other pages of the Site, so that you may be aware of the information we collect and how we use it at all times. This privacy policy was last updated on 15th day of May 2015.

 

HOW TO CONTACT US

We welcome your views about our Site and our privacy policy. If you would like to contact us with any queries or comments, please send an email to [email protected]