Frequently Asked Questions
Q: Why was it that the items find in utopiabase.com is cheaper than ebay?
A: A lot of people much not have notice, but selling in ebay is expensive. We need to pay final value fee and insertion fee to ebay which work up to be more than 12% of the final value of the item. This is the link the the ebay fee structure: http://pages.ebay.com/help/sell/fees.html. Moreover, we hope than with cheaper price it will bring more publication.
Q: Why was it that the items find in utopiabase.com appear more expensive than ebay?
A: All our items overall pricing is definitely cheaper than ebay. The result is becouse every items listed inside here is inclusive of shipping. So if you add both of them up it is still cheaper.
Q: How long will delivery take or when should I expect the delivery of my purchase?
A: We normally ship within 1 working days upon receipt and processed of your payment. We do not ship on holidays and weekend. Shipment is via Sing Post Registered Air mail. Delivery from SIN - Rest of The world will take approximately 10 - 15 working days (guideline provided by the Postal Service).
To rule out possible delays and lost of packages in transit, please write to us at email@example.com for the tracking number if you do not receive your purchase after more than 20 work days. Do include in your email, your name, Address, Country, purchase, amount and date of purchase. We will put up an inquiry with our Postal Office for further investigation on your package. Please understand that we are not part of the Postal Office and we cannot be held responsible for delays in Post or Lost of Shipment. We can and we will assist to relay your message to our Postal Office and upon their investigation, revert with a satisfactory answer.
Q: What are the common reason for late delivery and how to make the item arrive on time?
- Late delivery occurs often during festive period, so it might be advisable to purchase them earlier.
- Due to custom clearance, so it is advisable to leave additional details like your contact/ mobile number or for some who brough in bulk, your tax number if any.
- Due to unclaimed of parcel. All our items are registered parcel, and required your signature or anybody who can claim on behalf of you. When the postman call and nobody home, they will leave a notice. Do be aware of these notice on your doorstep or letterbox. If the item is left unclaimed for too long, it will be post back to us.
- Parcel might be lost in transition. In situation like this, we will make a claim on your behalf from the shipping company. The process might take up to 8 weeks.
- Due to Unforeseen Circumstances like Postal service strike, natural disaster and man-made disaster. There is nothing we can do except hoping it will end ASAP.
Q: My parcel was unclaimed for a period of time and was return to the shipper.
A: You have two choices, getting a partial refund or have the item send again. For getting a partial refund, it will a refund minus off the shipping and 20% restocking fee(listing and Final Value Fee payable to ebay and transaction fee to paypal). For items being send back to you, you will have to pay the shipping charges again.
Q: Why sometime the respond to my questions was not immediate and slow?
A: Everyday, we handle hundreds of emails or thousands during festive season. Generally, we understand that all customers want their email answer ASAP, and frankly speaking, we want that as well. We seek for a mutual understanding and below are the problems, where some of the customers are usually not aware of:
- Different Time Zone: We are working in Singapore where it follows Pacific Time. Basically, North America is 9-12 hrs slower than us and Europe is 7-8hr slower.
- Anonymous Email: If you are asking about shipping status or Payment details. Please include your User ID, Paypal transaction ID and Paypal Address.
- Past related questions: Please include past history transcript or emails. This will save us a lot of time searching high and low for past emails.
- Holiday or weekend: Like everybody, we need rest to keep us fresh and dedicated to our work.
Q: Where can I find sizing information?
A: Most of the measurements of our listed apparels are clearly stated in our listing. Please read the listings before purchase.
Q: Do you offer Express Mode of Shipment?
A: Yes we do ship via express post upon customer's request. Express Shipment via FedEx express/EMS will take 2-4 work days for delivery and minimal charge varies. The rates will differ according to weight and final destination of shipment.
Q: What is your Exchange policy?
A: We take great pride in our reputation for quality and excellent value. If for any reason you are dissatisfied with a purchase, we'll assist you with a prompt refund or exchange.
For Returns: No returns unless it is our fault. Customer are to be held responsible with their own purchase and should clarify all doubts before purchase. On our part, we include as much details as possible.
For Exchange: Items can be exchanged for another item if item is returned within 14 days of receipt of your item. Please state the item you wish to have as an exchange when returning your item. Please note that if the replacement item is more expensive than the returned item, you will need to pay the additional amount before we dispatch your exchange. Customers will also need to pay for the postage at the listed rate for the replacement item for all exchanges.
All exchanges are subjected to the replacement item being available and in stock.
For Faulty/ Wrong Items: In rare cases if the item received is faulty, simply return the item upon our request and we will give you a full refund or send out a replacement (subject to stock availability). We will refund the cost of your return postage on receipt of your returned item.
For Wrong items, simply take a photograph of the item and send us a copy of the paypal receipt for verify. We will promptly send you the correct items(due to stock availability) or refund(item cost and shipping)