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Store Policies & FAQ

Store Policy

  • Terms of Service


    Please kindly refer to our store policies below before making a purchase. By visiting our site and purchasing something from us, you engage in our 'Service' and agree to our policies. Your use of the Site and Services and the purchase of any Products on this Site will be subject to these terms and conditions. Business days are limited to Mondays to Fridays, not including weekends and Singapore Public Holidays. Earnest & Collective is closed for the observance of all weekends and Singapore Public Holidays. Orders placed on weekends and Singapore Public Holidays are processed on the next business day.


Shipping and Handling

  • 12.12 2019 Terms & Conditions


    Please see full terms & conditions here before making a purchase.

  • Black Friday / Cyber Monday T&C


    For Black Friday / Cyber Monday 2019 terms and conditions, please visit this link

  • How much is the shipping fee in Singapore & how long does it take?


    For all deliveries within Singapore, delivery is free. Location exclusion: Sentosa Island, Jurong Island and Tuas will incur a charge of $10.

    For orders above $50, items will be delivered via Courier between 2 to 4 business days. For promotional/sale period deliveries will be made between 6 to 8 business days. Please note that the day you've placed your order does not count as 1 business day.

    For orders below $50, items will be delivered via SingPost Normal Postage between 4-6 business days. Please note that the day you've placed your order does not count as 1 business day. Please kindly note that we will not be liable for lost mail should you choose to opt for free postage.

    For Registered Postage (available only for orders below $50), will be chargeable at $3.50. There will be an additional 2 days for processing, items will be delivered between 2-3 business days after being processed. Please drop us an e-mail should you choose to opt for Registered Postage.

  • How much is the shipping fee for international orders & how long does it take?


    We offer free shipping for all full-priced shoes to Malaysia, Hong Kong, Indonesia, Thailand, Philippines, Taiwan and South Korea. For all other countries, shipping will be calculated at check-out. Delivery for international takes anytime between 10 - 12 business days.

    At the same time, do take note that we do not cover any exchange/returns for all International Orders. Please kindly check out our International Deliveries Section below for Terms & Conditions.

  • Can my order be delivered to my office?


    Yes, deliveries will be made between 10am to 6pm for all Office Addresses.

  • Do you provide expedited shipping and how much does it cost?


    For Singapore orders:

    Yes. Your order has to be made before 12 pm with an additional surcharge of $19. Please note that the delivery will be made within 2 business days. Deliveries will not be made on weekends and Public Holidays.

    For International Orders:

    There is no expedited shipping available at the moment.

  • What are the available delivery timings?


    For all office addresses: deliveries will be made between 9am to 6pm
    For all residential addresses: deliveries will be made between 7pm to 10pm

    You are not able to select a specific timing for delivery. All deliveries are only made on weekdays and the courier will contact you prior to delivery.

  • Do you deliver on weekends?


    We do not deliver on weekends or Public Holidays.

  • Can I track my order?


    For Singapore orders:

    You will not be able to track your order.

    For international orders:

    You will be provided a tracking number and you can track the shoes at either DHL or S.F Express's website.

  • I keyed in the wrong address, what should I do?


    Please kindly drop us an e-mail immediately with your Name, Order Number & Amended Address to help@earnestcollective.com.

    For Singapore orders:

    If the courier is on its way to you, there will be an additional charge of $10 to redeliver to a new location.

    For International orders:

    If the parcel is dispatched, we will not be able to amend any details, additional shipping charges will apply.

  • What if I refuse delivery?


    Refused packages are refunded once received by our warehouse, less the full cost of shipping to and from the destination country as charged by the carrier, as well as duties and taxes (if any) and a return fee depending on the destination country.

Orders, & Payment

  • What are the modes of payments that are accepted?


    We accept PayPal, American Express, Visa and Mastercard payments.

  • Can I opt for cash on delivery?


    As our deliveries are not done by our in-house personnel, we will not be able to accept Cash on Delivery.

  • Do you keep my credit card details?


    As we take our customer’s security very seriously, we will not retain any information with regards to your credit card. All credit card information are handled by our payment gateway provider, Paypal or Shopify Pay.

  • How will I know my order is confirmed?


    Once your payment is successful, you will receive a confirmation e-mail.

  • How do I go about changing an order?


    Please kindly drop us an e-mail at help@earnestcollective.com with your order number. If the delivery is on its way to you, you will not be able to change the order.

  • I would like to cancel my order, what are the procedures?


    Order cancelation has to be done within 2-hours once an order has been placed. Please kindly drop us an e-mail at help@earnestcollective.com with your order number, name and contact number.

  • What if I do not have the order information anymore?


    Please drop us an e-mail at help@earnestcollective.com with your name and mobile number.

  • Am I able to cancel my order once it has been shipped?


    Regrettably, we will not be able to cancel your order once it has been dispatched as your item is in transit and the courier may be on its way to you.

  • Can I get a refund as the price has changed since I ordered it?


    As an online business, our prices change in response to fashion trends, stocks and demand from our customers. Thus, in this case, we will not refund the difference.

  • Can I use more than one promo code when ordering?


    Only 1 promo code can be used per order. During sale/promotional periods, you will not be able to use promo codes.

  • I received a wrong item, what do I do?


    We are so sorry that you have received a wrong item! Please notify us as soon as you receive your order and we will schedule an exchange. Please kindly note that we will only exchange the wrong item sent if it is brand new. Once it has been used, the eligibility for an exchange will be voided even if the item sent was wrong.

Returns and Exchange

  • 12.12 Sale 2019 Terms & Conditions


    Please see full terms & conditions here before making a purchase.

  • Black Friday/ Cyber Monday T&C


    For Black Friday T&C, please visit this link

  • What are your return and exchange policy?


    General:

    In order for returns/ exchange to be processed, all shoes must not have any creases and must be brand new. Please note that if the shoes are worn, they will strictly not be eligible for exchange/returns.

    All shoes must be exchanged/returned within 30-days from date of order. Design of shoes to be exchanged for is subjected to availability as shoes may be sold out.

    Black Friday / Cyber Monday 2019:
    30% off shoes are strictly non-exchange and non-returnable. All sales are final.

    12.12 Sale 2019:
    $35 off shoes are strictly non-exchange and non-returnable. All sales are final.

  • What are the charges for exchange/returns? (Singapore & International)


    12.12 Sale 2019:
    $35 off shoes are strictly non-exchange and non-returnable. All sales are final.

    Black Friday / Cyber Monday 2019:
    30% off shoes are strictly non-exchange and non-returnable. All sales are final.

    Singapore
    Exchange - One-time complimentary shoe exchange. Subsequent exchanges are charged at $14. All other eligible accessories exchange is charged at $7.

    Returns - S$14 fee per shoe for Cash Returns and S$0 fee for Store Credit Returns. Subjected to promotion/sale policy.

    International Returns & Exchange
    Charged based on carrier charges and location.

  • Why are there charges for exchange / returns?


    By charging a small fee for exchange/returns, we are able to keep our prices low. We would definitely love to provide free exchange/returns always but in order to be cost-effective, we would have to mark-up our prices 2-3x more. Thus, we believe that it is preferable to charge a small fee for exchange/returns so that we can continue to offer our shoes at an affordable price.

  • What are the procedures for an exchange or return?


    Kindly fill in our Exchange Request Form via the Returns/Exchange Tab above. Please kindly note that design of shoes to be exchanged for is subjected to availability as shoes may be sold out.

    Please note that Earnest & Collectives reserve the rights to deny any exchange or returns if the shoes are deemed used.

  • My shoes are defected, what can I do?


    If you suspect that your item is defected, please reach out to us using the exchange form via the Returns/Exchange Tab above.

    Please note that the following will not be considered a defect:
    1. Worn stitching, worn soles and creases due to normal wear and tear
    2. Damage as a result of accident, misuse, negligence, normal wear and tear damage or damage during storage
    3. Comfort issues due to the shoes not being a perfect fit as our shoes are ready-to-wear and not bespoke or tailored to individual's feet
    4. Footwear that has been worn past the point of being able to be repaired
    5. Natural break down of colours and materials through time and exposure or extensive use
    6. Natural leather marks as full-grain leathers are used for all our products
    7. Uneven colouring as our products are all coloured by hand only

    Please note that Earnest and Collective reserves the rights to inspect all shoes for determination of defect. All Earnest and Collective decisions are final.

  • How do I prepare my item for a return/exchange pick up?


    Please kindly ensure that the item comes with its original packaging and any other items that came with it.

  • Can I get a refund for expedited shipping if my shoes are returned?


    Unfortunately, you will not get a refund as the cost has already been incurred during shipping.

  • How long do I have to wait to get a reply after submitting my request?


    Please kindly allow 2-business days for your request to be reviewed. The office does not operate on weekends and on all Public Holidays.

  • Price difference in sale/ exchange items


    1) If the value of the exchange items is higher than the original item, you will be required to top up the difference in cash. There will be no refund if the value of the exchange item is lower than the original item.

    2) There will be no refund in price difference in the event that the item is purchased before a sale event occurs.

Gift Cards *New*

  • Can I choose the value of the Gift Card?


    You will only be able to choose 3 different value: S$30, S$50, S$100, S$150, S$200.


    *Please note gift card will be given in Singapore Dollars. As all our orders are based in Singapore dollars, an exchange rate will apply if your credit/debit card is based in another currency. Depending on your card issuer's daily exchange rate, your order total will be calculated in accordance to the day you made your purchase.

  • Can I change the value of the Gift Card after I have paid for it?


    Unfortunately, the value of the Gift Card cannot be changed once the purchase is made.

  • Is there an expiry for the Gift Card?


    All Gift Cards will expire within 180 days from the date of purchase.

  • Can I refund my gift card?


    Unfortunately, all sale of Gift Cards are final. We will strictly not be able to refund them in cash.

  • Will I earn Beans for the Gift Card?


    Yes, the purchaser will earn Beans, however, the recipient of the Gift Card will not earn any Beans.

  • How will I receive the physical Gift Card?


    All physical Gift Cards will be mailed via SingPost Normal Mail. You will receive your mail to your letterbox in 3 to 5 business days from the date of order. We will not be be liable for any lost mail.


    You can also select SmartPac at check-out which you will be able to track the parcel.

  • I would like to cancel my Gift Card purchase.


    Unfortunately, once payment is made, you will not be able to cancel your Gift Card purchase.

  • Can I receive a cash refund for a purchase made with a Gift Card?


    Unfortunately, all purchases made with a Gift Card will only be refunded in terms of Store Credits (Beans). Strictly no refund in cash is allowed.

  • What if someone makes a copy of my Gift Card and uses it without my authorisation?


    We will only send the Gift Card to the recipient stated upon purchase. It is your responsibility to safeguard your Gift Card as it has a cash value. The value of the Gift Card is tied to the card number. Once the Gift Card is used, the value of the purchase is deducted from the card. If someone makes a copy of your Gift Card and redeems the full amount, your Gift Card will have no value. We will not be able to reimburse your Gift Card once it has been used. Earnest & Collective will not be liable for any redeemed Gift Cards that has been stolen.

  • Can I use a promo code or Beans to purchase a Gift Card?


    Unfortunately, you will not be able to use any promo code or Beans to purchase a Gift Card.

Products and Stocks

  • Are your shoes made of real leather?


    All our shoes are made with 100% calf leather including the lining and insole, except for the shoe soles which are made with synthetic materials for durability and cost effectiveness.

  • Do you have a size chart?


    Yes, a Size Chart is provided on all our shoes' product page. Alternatively, you can also drop us an e-mail with your feet measurements in terms of length and width in centimetres for us to determine the right size for you. Do kindly also note that each size only differs between 0.5 - 0.6mm thus, it is important that your measurements are accurate to the millimetres.

    Please kindly note that the Size Chart is only a recommendation / gauge. We do not provide any guarantees as our recommendation is only based on the measurements provided by you. If the measurements are inaccurate, the recommended size will be incorrect as well.

  • Will the shoes expand?


    If your shoes feel stiff/ slightly snug at the start, it is perfectly normal as with all leather shoes because every shoe has its own break-in period. Once the shoe is broken-in, it should be comfortable and the leather will be formed to your feet's shape.

  • Where can I view these shoes and try the sizes?


    We do not have any ongoing pop-up store at the moment thus, you will not be able to view and try the sizes. However, you can use our Size Chart to determine your shoe size! Alternatively, you can also drop us a message (help@earnestcollective.com) with your feet measurements (length & width in CM) for us to determine the right size for you.

  • Are your shoes Goodyear welted?


    As we aim to provide affordable shoes, our shoes are not goodyear welted. They are cemented in order to provide shoes at an accessible price to end consumers. For Goodyear welted shoes, it will easily cost an additional 200 dollars to the retail price of our shoes.

  • Why do you only restock certain designs and not all?


    To keep our inventory low thus lowering our holding costs and bringing the savings to end consumers.

  • How will I be notified of where the pop-up store is located this month?


    As long as you are in our mailing list, we will notify you via e-mail.

Beans (Store Credits)

  • What are Beans?


    Beans are points in which you can earn when you make a purchase at our store.

  • How much Beans is $1?


    100 Beans is equivalent to S$1. You will earn 1 Bean for every S$1 spent.

  • Beans Exclusions


    Beans can be redeemed for regular-priced shoe purchases only. Not applicable for other products and during sale/promotion.

  • How can I join this Rewards Program?


    You can click on the My Rewards link on the navigation menu at the top/ the widget on the bottom left of the page to register.

  • How do I redeem the Beans?


    After logging in, click the 'Beans Rewards' tab and redeem beans to a coupon code. Key in coupon code at check-out page. A minimum of 1 pair of shoe must be purchased in order to use Beans.

  • How can I get more Beans?


    There are various ways that you can get more Beans. Head over to our Rewards page (external page) and you can find a number of methods to get more Beans. This include referring a friend, liking our page or purchasing a product from the website.

  • Is there a minimum number of Beans required before I can redeem them?


    A minimum amount of 300 Beans (SGD3) is required to make a redemption.

  • Does the Beans expire?


    Beans have not expiry date. However, the coupon that is redeemed will expire 1 month after redemption.

International Orders

  • Do you ship internationally?


    Yes, we ship worldwide. We provide free shipping over SGD$100 (unless otherwise stated) to Hong Kong, Malaysia, Indonesia, Thailand, South Korea, Vietnam and Brunei. For other countries, shipping charges will be calculated at checkout.

  • Will I be charged with customs and taxes?


    The prices stated on our website are tax-free in Singapore Dollars hence, you may be liable for duties and taxes. Import taxes, duties and custom related fees may be charged once your order arrives at its final shipping destination and will be determined by your local custom office. We do not have any controls as to which parcel will incur taxes as this is up to the sole discretion of your country's custom office.


    Payment of these charges and taxes are your responsibility and will not be covered by Earnest and Collective. We are not responsible for any delays caused by the customs department in your country.

    For orders to Malaysia: you will be automatically charged with customs taxes if your order is MYR500 and above. This does not mean that if your order is below MYR500, you will not be charged.

  • Do you provide free international shipping?


    We provide free shipping for all full-priced shoe purchases (unless otherwise stated) to Hong Kong, Malaysia, Indonesia, Thailand, South Korea, Vietnam and Brunei. For other countries, shipping charges will be calculated at checkout.

    Shipping policy has been updated as of 30 August 2018.

  • Are there any exchange rates?


    As all our orders are based in Singapore dollars, an exchange rate will apply if your credit/debit card is based in another currency. Depending on your card issuer's daily exchange rate, your order total will be calculated in accordance to the day you made your purchase.

  • What are the international shipping rates?


    Shipping rates will be calculated at checkout or you can use the checkout calculator on cart page.

  • Do you cover exchange/returns for international orders?


    Shipping charges will apply depending on your location.

    We strongly advise that you send us your feet measurements in terms of length and width in centimetres for us to determine the right size for you. Earnest & Collective will not be liable should the size selected be incorrect.

    Exchange/Return policy has been updated as of 30 August 2018.

  • How long will international shipping take?


    Depending on your geographical location, delivery will take between 10 - 12 business days.