FAQ

Update as of September 23, 2024:

In conjunction with our Clearance Sale that begins on September 23, 2024 (4pm), we regret to inform you that any returns or exchanges request is strictly not allowed.

Update as of January 1, 2024:

We’ve made the difficult decision to close our Singapore warehouse doors by December 31, 2023. Due to the limitation of our warehouse operations, we regret to inform you that we will no longer be able to accept returns or exchanges for orders made within Singapore. Your understanding is greatly appreciated.

Starting January 1, 2024, all orders will be shipped out from our warehouse in Malaysia. Any customs duties chargeable will be borne by customer.

ORDERS

Where is my order?

You may track your item by clicking the tracking number provided in your email or through our Tracking Page.

Please contact our customer success team at hello@shopthousandmiles.com if your order has not arrived after the estimated shipping time.

Can I use more than one promotion or discount code on my order?

You can only use one promotion code at a time (unless stated otherwise). This also means that a personalized promo code cannot be used during an on-going promotion.

How do I redeem a promo code?

Once you have selected the items for your order, click on the shopping bag icon and start the checkout process.

On the checkout page, you‘ll see a field that says PROMO CODE.

Enter the code exactly as it appears (codes are case-sensitive and may include special characters), then click APPLY.

You can only use one promotion code at a time (unless stated otherwise), and you can’t apply a promotion code after you've submitted your order.

What payment methods are available?

We accept payments via PayPal, Visa, Mastercard, AMEX credit cards and debit cards.

Can I amend or cancel my order?

You cannot change or cancel your order after it’s been placed. Having second thoughts? You can set up a return once your order has been delivered.

How much duty and tax will I have to pay?

We're unable to supply estimated duties and taxes as this information will vary by country. Please note that if you place an order online, you will be responsible for all duties, taxes and customs charges. If your order is then refused, you will still be responsible for charges incurred in shipping the package.

DELIVERY & TRACKING

How long does delivery take?

Shipping times are available here. Please note that the shipping times are estimates, as we cannot guarantee that a parcel won’t encounter delays within the network.

Is it possible to get my order earlier?

Express shipping is unavailable for the time being.

Do you ship to P.O boxes or rural postal codes and zip codes?

Sorry, we do not ship to P.O. Boxes or rural postal codes and zip codes in Asia at this time.

Do you ship to an APO/FPO/DPO address?

Sorry, we do not ship to APO/FPO/DPO addresses in Asia at this time.

Where can I get my tracking number for my order?

Once your parcel has been shipped out, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. However, if you’re facing difficulty tracking your parcel or if you have not received a shipping confirmation email after 3 business days, please get in touch with us at hello@shopthousandmiles.com.

My tracking number does not work, what do I do?

Usually when a parcel is in transit, the tracking status will be stagnant. However, if you have concerns regarding your parcel, feel free to reach out to us at hello@shopthousandmiles.com for us to further assist you with your order.

My order got sent back to the sender, what do I do?

In a case where you did not manage to receive your order due to failed delivery, please reach out to us via email at hello@shopthousandmiles.com. Note that a fee of $10 will incur if you opt for a re-shipment or a cancellation.

Others

Can’t find an answer to your questions?

Please reach out to us at hello@shopthousandmiles.com and our friendly customer success representative will be happy to assist you within 24 - 48 hours.