FAQs

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.

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.

GIFT CARDS

Do you sell gift cards?

Yes! Our gift cards are exclusively available in-store, in denominations of $20, $50, $100 and $200. Unfortunately, they are not stocked in our local and international stockists, and are not available on our web-store.


I've misplaced my gift card! What should I do?

Stolen or misplaced gift cards are non-replaceable. For any further queries, contact Customer Care and we'll be happy to assist. 


How can I check the amount left in my gift card?

If you are in-store, you may ask the sales staff to check for you. If you’re on our web-store, you may head to the checkout page and key in your gift code (found at the back of the gift card) into the ‘Gift Card’ field. The remaining amount will appear.


Can I use my gift card during sale period?

Yes, you may use your gift card during sale periods, unless otherwise stated. Unfortunately, sales and discounts are not applicable when you purchase a gift card.


Can I exchange the amount in my gift card for cash?

Unfortunately gift cards are not exchangeable for cash, and any un-utilized value is not refundable.


Can I use my existing store credits and/or landlord vouchers to purchase a gift card?

Yes you may! Any remaining amount can be topped up via our accepted payment methods. 


Can my gift card be topped up?

Unfortunately, our gift cards are not applicable to be topped up. Once the amount is fully utilized, you will not be able to top it up. However, you're welcomed to purchase another gift card with us!

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