FAQ: Frequently Asked Questions

Q: Who is Arthur Yen?

A: Arthur Yen is an award-winning Singaporean designer who founded Yen’s Studio Pte Ltd in 1985. Read more about him here.

Q: Is online shopping available?

A: Yes, a selection of our products is now available for sale through our newly launched website and e-store which was set up especially to provide our valued customers with further convenience.

Q: Can you tell me when new products or special promotions are announced?

A: Yes. Simply sign up for our mailing list and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. You can also follow us on Facebook.

Account

Q: Do I need an account to browse and buy?

A: You don’t need an account to browse. However, you do need one to make purchases online. If you don’t have one, you will be prompted to create one here If you have further enquiries, please contact us here, we will be happy to assist you.

Q: How do I create an account?

A: Click on “Sign Up” and choose “Create an Account.” If you do not have one, you will automatically be prompted to register upon check out when you attempt to make a payment.

Q: I’ve forgotten my password – What should I do?

A: To re-set your password, simply follow the "FORGOTTEN PASSWORD" instructions on the LOG IN page.

Online Payment & Security

Q: Are the prices featured on your website all in Singapore dollars?

A: No, as we also cater to international customers, all merchandise on our website is priced in Singapore dollars.

Q: Is it safe to make purchases through Yen’s Studio’s e-store?

A: Yes, all payments and credit card information will be securely processed through Paypal; an internationally recognized payment gateway provider with world class security and fraud detection capabilities. We do not keep a record of your personal credit card information, only whether or not your purchase has been approved.

Q: Is my personal information safe on your website?

A: Yes, please be assured that your personal information is kept strictly private and confidential, and at no point will we share it with a third party. For more information, please read the terms of our Privacy Policy

Shipping & Delivery

Q: Do I have to pay taxes and duties?

A: Yes, as taxes and duties are levied by your local customs authority. You pay for them upon check out, so you don’t need to worry about any additional payments when your items are delivered.

Q: How are my purchases shipped?

A: We engage the services of local logistics experts to ensure that your purchases are promptly delivered to your doorstep.

Q: How long will it take to arrive?

A:The duration may vary slightly depending on the country. Our warehouse is based in Singapore, which is a regional hub. Typically, you would receive your purchase(s) within 3-7 working days as we process orders within the next business day; making sure that items are dispatched quickly. International delivery will take about 7 to 21 days to deliver, depending on the destination. On a rare occasion, there could be a delay when your items are being processed through Customs. However, we attempt to minimize this by using an international courier and by preparing all the necessary paperwork beforehand.

Q: Can I track my order?

A: Yes, you can do so for all shipments outside of Singapore. Once your purchase has been processed and is about to leave our warehouse, you will receive an email confirmation with a tracking number. You may use this to check on the status of your purchase(s) at all times. The tracking number can be found in your email, along with your order details as reference.

Q: When is my order considered delivered?

A: All shipments need to be signed for at delivery. The item is considered delivered once a signature is obtained from the shipping address.

Q: Is my shipment insured?

A: We do not provide insurance at present. However, if an item is lost in transit before a delivery signature is obtained, Yen Studio may, at its sole discretion, provide compensation based on a genuine reason. If you would like us to consider such a case, please contact us.

Q: Do you ship to PO Boxes?

A: No, we only ship to physical addresses for security reasons.

Q:  Am I allowed to pick up my online purchases at your stores?

A: No, we are unable to facilitate personal collections at present.

 

Exchanges & Returns

Q: Can I return an item? What is your company’s return policy?

A: Yes, you may return purchases within 21 days from the date you receive the delivery, but only if the item(s):

- Has not been worn other than for checking size and fit
- Has not incurred any damage or wear (must be in original condition)
- Is not a Sale item(s) or Limited Edition item(s), both of which cannot be returned

Q: How do I return an item?

A: First, please check that the item meets the conditions for return. (Please refer to Q1 for details on our return policy) 

- Contact us at: sale@yenstudio.com.sg regarding the reason for the return.
- Package your item for return. If you are re-using the original packaging, please make sure that any addresses other than ours and yours are completely removed or covered.
- Seal the package and send it to us at:

Yen’s Studio Pte Ltd
14 New Industrial Road #06-03 (S)536203
Office:+65 63834662      Fax:+65 63832401

Q: Who pays for the shipping costs for return shipping?

A: You are responsible for the cost of return shipping. Please note: you are also responsible for the returned item(s) until we acknowledge receiving them at our warehouse.

Q: Can I exchange my purchase for another product?

A: We do not provide exchanges on most items unless the customer has a genuine reason. If you have any specific enquiries regarding exchanges, please contact us at: sale@yenstudio.com.sg

Q: How long does a return take to be credited to my account or credit card?

A: Once we receive the item(s), we will process it within 7 days (or earlier). The refund can take up to 10 working days from the time we confirm the return, depending on how quickly the banks process it.

Q: What is your exchange policy?

A: Unfortunately, exchanges are not allowed. However, if you are not completely satisfied with your purchase(s) due to a manufacturing defect, you may contact us at sale@yenstudio.com.sg

Q: Whom should I contact if I have further questions?

A: Please feel free to contact us at sale@yenstudio.com.sg should you have any questions, comments, or concerns. For press inquires, kindly contact us at press@yenstudio.com.sg