FAQs

FAQ FOR THE NOT SO SECRET SALE


How can I be a part of The Not So Secret Sale?

From 17 Sep to 14 Oct 2018, you may go to our web store at www.beyondthevines.com or head down to the BTV Gallery or BTV Downtown to pick up items that are up to 70% off!

Unfortunately, our store in TANG Plaza Orchard is not a part of this exciting event, as we have some other plans coming up for that store!

Am I able to stack any existing discounts and/or store credits on sale items? 

All discounts (e.g. birthday) and existing store credits may not be used during the sale.

My items don’t fit me well! Will I be able to do an exchange or return in store credits?

All sale transactions are final, and are non-exchangeable and non-refundable. Do check your items before you make your purchase!

I bought my items online. How long will delivery /- self-collection take?

At BTV, we take pride in personalising every parcel that goes out. Due to the large volume from the sale, all deliveries and self-collection may take longer than usual to be dispatched. Thank you for your kind understanding!

Will I be able to make reservations for sale items?

Due to high transactional volume, we will not be able to assist in reserving any styles. All sale items are on a first-come-first-serve basis. There will be no transferring of stocks from another store during the entirety of the sale. 

If you have any additional questions, please contact us at [email protected].

Am I able to self-collect my purchases?

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. Your order will be processed within 1-3 working days, after which you will receive an update 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

Do you ship locally and internationally?

We provide free door-to-door courier service for deliveries in Singapore within 1-3 working days.

For international orders, we have a flat rate delivery fee based on your location. Read more about our international delivery information here.

During sale periods, there may be a delay in deliveries due to high volume.

How can I get more information about the garment I want to buy?

We take pride in the fit and feel of our garments on you. Alongside each product is a short description of the style, fit and material used. We also have our overall size guide available here for your reference. If you have any further questions relating to the fit, material or want specific measurements, please contact Customer Service who will be happy to advise you.

When I send a return or exchange back to you, how long will it take?

Once you have posted your return back to us, it can take up to 5 working days to reach our warehouse. When it arrives, we will be sure to send you an email. The exchange or refund will then be arranged for you.

For more information on returns or exchanges, please click here.

Do the styles in store differ from those I see online?

Our full range of products are available on our web store. Should you see items you like online and would like to try them on, you may contact Customer Service who will be happy to transfer the item to your desired Shop Installation within 2 working days.

Why isn't my discount code working?

If your discount code isn't working, please try the following:

- Check that you applied the discount code and into the discount field accurately
- Check that the promotion criteria has been met, if applicable
- Contact Customer Service who will be able to assist you further.

The item I want is sold out. Will you be getting more in?

We typically do not bring back items that are sold out. However, should you like to be informed if in the special circumstance we do, simply write in to Customer Care with the item, colour and size that you are interested in. You will receive an email update if the item is available for sale again.

I bought an item on sale and it does not fit me well. Can I exchange it?

Sale items are strictly non-exchangeable and non-refundable. Should you have any other enquiries regarding your item, you may contact Customer Service who will be happy to assist you.

I am trying to access your website but there is a problem. Can you help?

We know that it can be frustrating when you can't view a website properly. If you are having trouble, you may try the following:

- Ensure your web browser is up-to-date.
- Access our website using a different web browser.
- Clear your cookies. This can be done through your internet options.
- If it still isn't working, don't hesitate to contact us!

I have a question about a particular store, purchase or recent in-store experience. How do I get in touch?

We are always happy to hear from you, so please do get in touch. To find the details for each store, click on "Stores" on our menu bar.

To find all our contact details, please click here.

I just made a purchase and accidentally ordered the wrong item or size. What can I do about it?

In event that you made a mistake with your order, do inform Customer Service within 2 hours of your order being placed to ensure that we can take note of the changes, providing your order number for reference. We will do our utmost best to accommodate changes.

How do I return an internationally shipped order?

Should there be any reason you need to return your purchase, we only do a return in store credits for international orders. BTV will return you the postage fee borne by the customer for the parcel back to our warehouse via store credits.

When will my order arrive?

Once we have received your order, it can take 1-3 working days to reach you. You will be able to track your parcel by logging into your BTV account. Should you have any questions, you may contact our Customer Service team!

For more information, please contact us. We’d be glad to advise you.