SHIPPING POLICY

We are now shipping FREE to most countries internationally for orders over US$100. If you can't place an order for your country. Please contact us at care@goplaycosmetics.com and we'll try our best to deliver our products to you.

Orders received before 3:00 pm SGT (GMT +8:00) are dispatched the next working day, unless they are pre-orders, or we're experiencing an unexpected surge in orders. In case of any delay, you will see the estimated time of dispatch on relevant product pages.

We ship Monday to Friday, excluding public holidays, Saturdays and Sundays. Due to the current pandemic situation, please allow rooms for delays. As such, your orders should reach you within 7 working days of dispatch.

Please note that on-arrival VAT/duties/taxes to your destination will be paid by the receiver, in case GoPlay Cosmetics hasn't specifically pre-collected the taxes at the time of your order. We are not liable to pay any additional costs on behalf of the customer once the order is dispatched from our warehouse. 

Each order may be shipped only to a single destination address specified at the time of payment for that order. If you wish to ship products to different addresses, you will have to place multiple orders.

If you believe that the product is not in good condition, or if the packaging is tampered with or damaged before accepting delivery of the goods, refuse to take delivery of the package and send us an email at care@goplaycosmetics.com, mentioning your order reference number. We shall make our best efforts to ensure that a replacement delivery is made to you at the earliest.

We try our best to accommodate special requests (such as expedited delivery, delivery at certain times of the day, deferred delivery), but we cannot guarantee that these requests will be fulfilled by our courier partners. If you aren’t sure, we encourage you to email us before placing your order.

Shipping to India:

Subject to destination controls & imports license requirements. Even with express deliveries, expect customs clearance delays of 2-6 working days. 

As a rule, all shipments received into India need the receivers KYC documents (Government recognized Identity and Address proof) to be presented to Customs during shipment clearance. Import clearance cannot start unless KYC documents and Authorization approvals are uploaded in www.dhlindia-kyc.com.

You will need to upload the following documents:

1. Any ONE of the following document as Id and Address Proof. The address proof should match with the delivery address mentioned on your shipment

1. Aadhar Card
2. PAN Card *
3. Voter ID

4. Passport

*Separate address proof document will be required 

2. Any ONE of the following address proof document in case the address on your KYC document does not match with the delivery address. The address on this document should match with the delivery address.

1. Bank Account Statement
2. Electricity Bill
3. Employee ID
4. Hotel Booking Receipt
5. LPG Connection Receipt
6. Rent Agreement

We realise that this causes inconvenience, but unfortunately, all international shipments to India have to go through these procedural formalities.

RETURN POLICY

Our brand philosophy of adhering only to the highest standards in every step of development, production and user experience means, we take full responsibility for your satisfaction. If you are unhappy with our products, you can initiate a return within 7 days of receipt with its original packing materials and a receipt or proof of purchase. 

Your item must be in the same condition that you received it. The products should not be used or tampered with.

Return policy does not apply to free gifts and promotional merchandise. We reserve the right to not honor return requests that we determine to be fraudulent. This return policy is only valid for products purchased directly from our authorized shops or goplaycosmetics.com.

How can I arrange for a return? 
In the rare instance that you are unhappy with our product, simply drop us an email at care@goplaycosmetics.com with your name, point of purchase, telephone number and a convenient time to call. One of our product advisors will call you to understand the issue better and provide you instructions on shipping the product back to us.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

We will refund you the full amount for local (Singapore) returns including shipping. For international returns, the shipping cost will have to be borne by the customer.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at care@goplaycosmetics.com.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at care@goplaycosmetics.com.

Gifts 
Gifts cannot be refunded, however, if the item was damaged, you can ask for an exchange to be arranged.

Please contact care@goplaycosmetics.com to resolve the issue.

Shipping 
For international shipping, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.