Frequently Asked Questions (FAQs)

How do I place an order?
Browse through Our Collection, select the Item, Quantity and Size. Then, click “Add to Cart”. You will then proceed to payment via PayPal or you may continue shopping online.  
Should you have an issue placing an order, please contact us at Tel: +65 6296 7014. We would be most happy to assist you with the order via the phone. Please note that orders via the phone is only applicable in Singapore and the only available payment method is via Bank Transfer.

Can I still change my address or my order after the order is confirmed?
We seek your understanding that we can only modify the order if the order has not been shipped. Please contact us at Tel: +65 6296 7014 (Monday to Friday, 9:30am - 6pm) and we will try to modify your order accordingly if the order has not been shipped. In any case, please give us a call for further assistance as soon as possible. We will try our utmost to help you.

What is your shipping policy?
For Singapore: We aim to deliver your order within 3 to 7 working days, from the day you receive the Order Confirmation email notification. The delivery time depends on the availability of the items at the warehouse and our courier partners' delivery schedules. On a daily basis, our couriers strive to make deliveries between 12pm - 6pm.

 - S$3.90 shipping charges for order below S$50
 - FREE shipping for orders S$50 and above

For self-collection, please allow 3-4 working days for your order to reach the shop.  Our staff at the shop will contact you when your items have reached the shop.

Self-collection is now available at the stores listed below. Please allow 3-4 working days for your order to reach the store.  Our staff will contact you when your item is ready for collection.

  •      -IMM #02-39
  •      -orchardgateway #B1-10
  •      -Suntec #02-704
  •      -Tampines 1 #03-24
  •      -United Square #01-39B
  •      -Coldwear Office @ Bendemeer (9:30am to 6:30pm)

All other countries: Overseas delivery is estimated at 7 – 21 days depending on the destination countries. We aim to despatch your order within 3 working days from the day you receive the Order Confirmation email notification. We are unable to confirm on the actual delivery time as there might be delay in local custom clearance. We will provide tracking number so that you can be updated on the status of your order.
 - S$25 shipping charges for overseas delivery
 - FREE shipping for order S$200 and above.

What is your exchange/return policy?

Sale items, thermal, opened packaged item, innerwear, facemask, PackMate, Dexshell and any item SGD$10 or less are non-exchangeable or non-refundable. 

All merchandise must be returned in the original selling condition (new, unused, unwashed, unaltered or defective) with all tags attached.
Please note that shipping fee ($3.90 for local and $25 for overseas) will be applied if the balance purchase is less than $50. A handling fee of $2.50 is charged for return of product. The merchandise may be returned at any COLDWEAR store or sent via courier to us at Buyer's own expense after an email confirmation from us. Refund will be processed within 14 days upon receipt of the returned item.

Exchange: Currently, we can only offer exchange in Singapore. If you would like an exchange due to wrong size ordered, exchange can be arranged at our Coldwear store, subject to availability of stock. We can only accept return or exchange within 7 days from the date of receipt and the returned product must reach us within seven (7) days of our approval of the exchange request. Please note that the item must NOT be a sale item and we are unable to exchange THERMAL due to hygiene reason.
To return or exchange, please send your request to customer@coldwear.com.sg with the following details:

Your [order or invoice] number
1. Your [order or invoice] number
2. Description of the issue e.g. incorrect/missing/defective item/size too small
3. The Product ID or EAN number found on the product, product packaging or invoice

Defective or incorrect item received: If you have received a damaged or incorrect item due to an error on our end, you will be eligible for an exchange of the same item. If a replacement item is not available, you will be given a full refund including shipping fee, if any. We can only exchange defective product within 7 days from the date of receipt. 
The exchange/return item(s) must be unused with tags on, in its original packaging. In this case, the replacement item will be delivered to you free of charge or you may choose to pick up the replacement item from any of our Coldwear stores.

Please drop us an email at customer@coldwear.com.sg with the following details:
1. Your [order or invoice] number
2. Description of the issue e.g. incorrect/missing/defective item
3. The Product ID or EAN number found on the product, product packaging or invoice
4. Pictures, if applicable

What is the lead time for exchange/refund?
Your defective or incorrect items are usually received and accepted at our warehouse 3-5 working days after the drop-off at our store. A refund, including the shipping fee (if any) will be issued if replacement is not available. The refund duration may take up to 14 working days.  

How can I track my order?
You may track your order from the email notification sent to you.
What if I am not at home when my package arrives?
In such an event, the courier will contact you directly to re-arrange another delivery.
If you have any questions, please feel free to contact us at Tel: +65 62967014 or via email: customer@coldwear.com.sg.

My order is not here yet. What should I do?
You can track your order with the tracking number furnished in the Order Confirmation email notification. Alternatively, you may contact us at Tel: +65 62967014 or via email: customer@coldwear.com.sg with your Order Number.

Are there any areas that COLDWEAR does not deliver to?
For Singapore: Due to restrictions and limitations placed by area or organisations, we regret that that we are unable to make deliveries to the following areas:
              Jurong Island
              Tuas Link
              Changi Cargo
              Country Clubs
              Army Camps
              Seletar Aerospace
              Off-shore Islands such as Pulau Ubin
              Turf Club Avenue
              Singapore Prison Quarters
              Airbase sites
              SATS Inflight Catering Centre 1
              ST Kinetics
              Airport Boulevard, and all airport areas including areas within Changi Airport and Seletar Airport

Should you work at the above locations, please set your delivery address to a location where our drivers can deliver to, such as your home address.

For Overseas: We reserve the right to refund and cancel the transaction if our courier is unable to deliver the order to the address given.

Do you do delivery outside Singapore?
Currently, we offer delivery to Brunei, Indonesia, Malaysia, Philippines, Thailand, Vietnam and Australia at a flat shipping rate of S$25 for orders below S$200. Shipping is FREE if your order is S$200 and above

We can arrange for delivery to other destination countries. Please email us via customer@coldwear.com.sg the item you would like to order and the delivery address. We will compute the shipping charges and advise you accordingly. Your order will be shipped within 3 days after receipt of payment via TT Remittance. However, we reserve the right to cancel the order if our courier partner is unable to deliver the order to the address given.