Question 1

When will I receive my order?

Accepted Answer

For orders in Singapore, Local Postage Mail will take 3-5 working days whicle Local Smart-Pac will take 2-4 working days after dispatch.
 
For order anywhere else, International Standard Shipping will take 4-12 working days after the order is dispatched, depending on your location.
 
There may be the occasional delay due to Customs Clearance processes, of which are out of our control.

Question 2

How can I track my order?

Accepted Answer

After your is shipped, an email containing a tracking number will be sent to you.
 
You may track your order on www.singpost.com.

If you do not receive any email, kindly let us know at info@toughcookieapparel.com and we will assist you.

Question 3

Why have not I receive my order?

Accepted Answer

How strange! If you have received a shipping notification from us with your tracking number, hang in there, as it should be on its way. You can refer to that number on www.singpost.com and hunt down your order as well. If you have not received a shipping confirmation email from us, do drop an email to info@toughcookieapparel.com and we'll investigate.
We seek your kind understanding if we are a little slow at getting your orders out due to the overwhelming response when new items are released. Please be rest assured that we will do our very best to get your order to you as soon as we can.
*Please note that if you have chosen items that are under pre-ordered/pre-sale, they have a different shipping deadline.

Question 4

How do I go about returning the item(s)?

Accepted Answer

Its easy as 1-2-3!
Email us at info@toughcookieapparel.com indicating your order number and the item(s) you wish to return/exchange within 7 days upon receiving your order.
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Complete the return slip (that comes with your order) and prepare your item(s) to be mailed. Check that the tags and hygiene labels are still attached, as we do not accept returns of items that have signs of damage.
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Mail your item(s) via a tracked method retaining the receipt along with the tracking number until we notify you that we have received your return item(s). The item(s) need to be received by us within 14 days upon receiving your order.
View the Full Returns & Exchanges Policy here.

Question 5

I received a damaged/incorrect item!

Accepted Answer

We are so sorry! We take pride in quality control because we only want to give you the best. Please email us at info@toughcookieapparel.com with some photographs and we can see how we will make it up to you.

Question 6

Can I return sale items if it doesn't fit or I change my mind?

Accepted Answer

We do not accept any return of sales items unless they are faulty.

Question 7

Will I have to pay any duties and tax?

Accepted Answer

We are not liable for all import duties, customs and taxes levied by the country your order is being shipped to. Therefore it is best if you find out through your local customs officer before your purchase as it varies for different countries.
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These charges will not be reimbursed or refunded by Tough Cookie Apparel. It’s really not us!

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FAQ

Frequently asked questions