FAQ
Order
Please login first, afterwards in the My Account section you can access and change your personal details at any time.
To change your password, please first click on the “LOGIN” icon. You will be taken to the My Account page, where you can then click on the link “FORGOT YOUR PASSWORD”.
Alternatively, you may click on this link to go to the login page https://www.singularartefat.com/login/
We work hard to process your order quickly and efficiently to get your purchases out for delivery as soon as possible, cancelation of an order is only possible up to approximately 30 minutes from the receipt of the order confirmation email.
Please contact customer relations via Live Chat or phone to see if a cancellation is possible.
Our Customer Relations Department is available from Monday to Friday, from 9am to 6pm, excluding bank holidays.
If cancelation is no longer possible, unwanted items would need to be returned per our returns policy.
Alternatively, the parcel can also be refused upon arrival and our delivery partner will return the parcel to our warehouse, with no extra charges for you.
As soon as it reaches our warehouse, you will receive a return confirmation email and a full refund on the same payment method used to place the order.
Once an order has been successfully placed, it cannot be amended in our system.
The entire order could be cancelled up to approximately 30 minutes from the receipt of the order confirmation email.
To see if cancellation is possible, please contact customer relations via Live Chat or phone. This would allow you to place a new order.
If cancellation was not possible, please place a new order for the additional items.
Once the order has been successfully placed, within approximately 30 minutes from the receipt of the order confirmation email, you can still contact our customer relations to see if it is possible to add a greeting card or a gift bag.
To see if it is still possible to add a greeting card or gift bag, please contact customer relations via Live Chat or phone.
Our customer relations department is available from Monday to Friday, from 9am to 6pm, excluding bank holidays.
For security reasons, Singular Artefact Online does not save credit card information. The data is immediately passed to the company's partner systems for payment processing.
If you believe that someone has tried to misuse your credit card, please follow the instructions of your credit card issuer immediately and contact customer relations.
The details provided to Singular Artefact will not be forwarded to any third parties under any circumstances.
Singular Artefact uses cookies to tailor its products and services. This enables the Online Shop to recognise your browser and to offer you more personalised service. Cookies can be deactivated at any time in your browser.
This service is available to registered users of the Online Shop.
Your wish list may contain up to twenty products that may be bought later or marked as gifts ideas. Articles in your wish list can be purchased at any time by simply moving them into your Shopping Bag.
Please note that the prices of products are subject to change.
Payment
All prices displayed on www.singularartefact.com include the appropriate taxes for countries/states/provinces where such taxes are applicable.
Singular Artefact accepts:
VISA | EUROCARD | MASTERCARD | AMERICAN EXPRESS
Please fill in the required credit card details including the security code (CVC2/CVV2).
Your credit card will only be debited once your order has been confirmed.
The purchase of Singular Artefact products takes place at SINGULAR ARTEFACT LLC, 2915 OGLETOWN ROAD, 3441 NEWARK, DE 19713 U.S.A.
Please be aware that credit card companies may charge additional costs for credit card purchases made abroad.
Can i pay in advance?
For special orders (e.g. high order amount) it’s possible to pay via prepayment. Your order will be processed upon receipt of your payment into our bank account.
Please transfer the amount to the account listed in the checkout process using your order number as payment reference. There might be additional costs for international bank transfers.
In case the payment amount is not transferred to our bank account within 7 banking days after receiving the order confirmation, Singular artefact has the right to cancel your order.
An invoice will also be sent with your package. Prepayment is not available for Electronic Gift cards.
What is 3d secure?
The 3D-Secure protocol is an additional security layer that further prevents credit card fraud for online payments.
During the checkout process, customers with a 3D-Secure credit card are asked for an authorization password that is assigned by their issuing credit card company. With this additional authentication check, security is increased for the credit card holder and the Online Shop.
The bank which issued your credit card can assist you if you are having difficulties with this process.
Can i have the vat refunded?
All the orders placed through the Singular Artefact Online Shop are exempt from VAT refunds.
The VAT is calculated according to tax regulations of the country of the online shop in which the order was submitted.
Shipping
Shipping terms & conditions
Orders placed from Monday to Friday 16:00 GMT will be processed and shipped the following business day.
Orders placed on weekends and public holidays will be processed and shipped two business days later.
No deliveries are made on weekends or public holidays.
Standard delivery time: 7-9 : Business Days after processing and shipping
Standard Cost: calculate from order amount
Free standard shipping over: calculate from order amount
Express delivery time: 5-7 Business Days after processing and shipping
Express Cost: calculate from order amount
Singular Artefact is unable to deliver to PO boxes or APO/FPO addresses.
Items remain the property of Singular Artefact until receipt of final payment.
Our delivery partners GLS (Standard Service), DHL (Standard and Express Service) and TNT (Express Service) handle all shipments.
When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. Singular Artefact can assume no liability in such cases.
We do not ship orders or schedule deliveries on public holidays therefore deliveries may take longer than expected during these periods.
Can i change delivery address?
It is not always possible to change the delivery address or delivery date once the parcel is in transit. You might have the possibility to organise the delivery of your parcel in the most suitable way for you, by utilising our delivery partners’ web portal.
For standard delivery Parcel Force offers the Flex Delivery service where you can manage your delivery, please refer to the email sent by our delivery partner.
Regions exempt from delivery
Deliveries to the following regions are not possible:
Isle of Man
Gibraltar
Channel Islands (Jersey, Guernsey, Alderney, Sark & Herm)
British Territories
Please check the shipping confirmation email to track your parcel
If the tracking shows that your parcel has been delivered, please check if someone else at your address has accepted it, alternatively your parcel may have been left with a neighbour.
Otherwise, please look for a notification of attempted delivery, you may find it in your letter box.
In case you cannot locate your parcel, please contact customer relations, please have your order number and tracking number to hand.
Returns
Return process & policy
You may return ordered items up to 28 days after their receipt (with the exception of Gift Cards and customised products).
Return your order as follows:
1. Remove the peel-off label attached to the Return Form.
2. Put the items you wish to return inside the parcel, together with the filled-in Return Form.
3. Stick the return label onto the parcel. If you have lost it, please return the parcel to the following address:
SINGULAR ARTEFACT LLC, 2915 OGLETOWN ROAD, 3441 NEWARK, DE 19713 U.S.A.
4. Take the parcel to the nearest post office and post it. The label is prepaid; therefore, the return is free of charge. Make sure you get a copy of the postal receipt, for further reference.
5. After receiving the returned item(s) and Return Form, we will refund the corresponding amount on the same payment method used to place the order.
If you received the item(s) as a gift, the sender will be refunded automatically.
Please bear in mind it is not possible to replace or exchange products bought online. Unwanted items would need to be returned per our returns policy. Please place a new online order for the correct product you need.
Once your online return has been processed, you will receive a return confirmation email and the refund will be processed.
I have lost my return label
In this case we would kindly ask you to send your parcel to the following address:
SINGULAR ARTEFACT LLC, 2915 OGLETOWN ROAD, 3441 NEWARK, DE 19713 U.S.A.
Please, keep the postal receipt with you for further reference. As soon as the return department receives your parcel, you will get a notification per email and a full refund. It is very important to specify the order number and name, for our colleagues to identify you and register your return – you might simply put a note in the parcel with the relevant details.
My pre-paid label not accepted
If your post office refuses to accept this label or wants to charge you, you may like to refer to the following link: http://www.upu.int/
In case you have paid the return of the parcel, kindly contact our customer relations department providing the following details for reimbursement:
Why did the post office not accept the label?
Post office address
Send a copy of the postal receipt
Can i exchange my purchase?
It is not possible to replace, nor exchange returned products.
Unwanted items would need to be returned per our returns policy.
Please place a new online order for the correct product you need.
Gifts an gif cards
How do i apply my voucher code?
To redeem your voucher code, please follow these easy steps:
Once you have selected all the items you wish to purchase, on the shopping bag page you can type the voucher code in the “ADD A VOUCHER CODE” field of the shopping bag and click on “APPLY CODE”. You will get a visual confirmation that your voucher code has been redeemed.
Please note that only one voucher can be redeemed per purchase.
Redemption as part of a SALE or other offers or promotions, as well as combining vouchers with other discounts or product vouchers, is not possible.
Orders made in the past, reduced products, Gift Cards, Annual and Limited Editions are excluded.
How do i redeem my gift card?
To redeem your gift card, please follow these easy steps:
Add items you wish to purchase to the shopping bag
Click on the shopping bag
Add gift bag or greeting card if required
Add a discount voucher code if you have one, click ""APPLY CODE""
Click ""CHECKOUT""
Enter your billing and shipping address
Choose the suitable delivery option
Pay with gift card and enter your gift card code (16 digit) in the appropriate field (checkout page)
Continue with “NEXT”
Enter your pin code and press “REDEEM”
You will see a visual confirmation that your gift card has been redeemed. The price will appear adjusted.
Do you offer free gifts?
Singular Artefact sometimes offers free gift promotions.
Free gifts are offered for a limited time or as long as stocks last. Minimum order values and other conditions apply. This information is communicated on the website during such promotions.
