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FAQ

COLLECTION LAUNCHES

When do you launch your collections?

We launch twice weekly – every Wednesday & Sunday at 9PM. Do join our mailing list for weekly updates and previews on our collections!

When will the pieces from the new collection be released in-stores?

Wednesday’s collection will be released in stores on the Monday afternoon before. Sunday’s launch will be released in stores on the Thursday afternoon before. (eg. Wednesday’s launch is on 18 April. The collection will be available in stores in the evening on 16 April.)

Where can I view the collection before the launch?

We upload our Facebook collection previews on Tuesday & Friday evening. Feel free to also view the previews on our Instagram profile and on our IG stories!


RETAIL STORES

Where are your retail stores located?

We have 3 retail outlets and you may visit them at:

  • Bishan Junction 8 -  
9 Bishan Place #02-36/37 
Singapore 579837
  • Bugis Junction
  -  200 Victoria Street #03-18A
 Singapore 188021 
  • Tampines 1
  -  10 Tampines Central 1, #02-35 Singapore 529536

Can I order online and collect my parcel at your retail stores?

We are sorry that we currently do not provide self-collection services. We do however offer standard/express courier delivery and you may select one that best suits your needs!

Can you help me check the availability of an item in the retail store?

We have provided the size availability info on our item’s page. You may simply click on the item of your choice, and there will be a drop-down option for you to view the item’s size availability!

Can I reserve an item from the retail store?

We apologise that we currently do not allow reservations of apparel in our retail stores.

What is the contact number for your retail stores?

Our retail stores currently do not have a contact number. You can contact us on Facebook, Instagram or via e-mail enquiries@thestagewalk.com for any enquiries.

Can I visit your showroom?

Unfortunately, our showroom has ceased operations since mid 2017. You can visit our retail stores instead to view our collections instead. 

SIZING

This is my first time purchasing from TSW, but I am unsure which size fits me best.

We measure each item as accurately as we can, and list the measurements on the item’s page. You can use the measurements to get a rough gauge of which size fits you best.

Alternatively, our collections are launched in-stores before they are launched online, so you can opt to head down to our retail stores located at Bishan Junction 8Bugis Junction or Tampines 1 to try on our apparel before purchasing them.

 

ORDERING

An item I want is out of stock. Will it be restocked?

Please join our waiting list on the product page. You will be informed if the item comes back in stock, or if we open a backorder.

How do I check my order status?

You may log in to your TSW account to check your order status. You will also receive an email notification when your order has been placed and completed. 

Will the items in 'My Bag' be reserved for me until I checkout?

Our system does not reserve the items when added to “My Bag”. The items are only guaranteed when you have successfully made payment for your order.

Can I amend or cancel my order once it has been placed and paid for?

We apologise that orders cannot be cancelled or amended once payment has been successfully made for the order and you have received an order confirmation email. This is to ensure that we can pack and send out our daily orders more efficiently.

What else can I do if I still want to cancel/amend my order?

Once you receive your parcel, you can e-mail us at sales@thestagewalk.com requesting to return the item and we will refund you the amount paid in the form of store credits.

What happens when I purchase a backorder item along with an in-stock item?

You will need to pay $4 instead of $2 for delivery, as we will send out the in-stock item(s) first. This is done to avoid delays and to let customers receive our items as soon as possible.

Please be assured that we will send out the backorder item when the stocks arrive.

 

PAYMENT

Do you accept ATM transfer payment method?

As of October 2016, we do not accept iBanking / ATM transfers. Please use debit/credit cards or PayPal for payment. 

For more information on payment methods, please see here: http://thestagewalk.com/order-payment

The PayPal window closed before I could make payment. What should I do?

Please drop us an email at enquiries@thestagewalk.com with your order number and we will assist you in making payment.

 

DELIVERY  

Where can I find my tracking number?

Tracking of parcel is available via https://www.ninjavan.co/en-sg, and an email with the tracking number will be sent to you by our Courier provider, Ninjavan.

In the event that there was no one at home when the parcel was being delivered, the deliveryman will drop you a call for the next delivery date and time. If you do not receive your tracking number from them, feel free to drop us an email at enquiries@thestagewalk.com with your order number and we will gladly assist you.

Can I choose the delivery timing for my parcel?

Unfortunately, our courier provider is unable to deliver the items at specific timings. However, you can indicate in your order remarks if you have any requests for the delivery timing and they will try their best to accommodate to your request.

 

RETURNS 

I have removed the tag from my item. Can I still return/exchange it?

Items without tags will not be accepted for returns/exchanges, all items have to be of brand new piece and in its original condition with the tag intact to be eligible for the return. 

I do not have time to go down to the post office. Can I send the item back via Normal Mail?

We will not be held liable if the normal postage parcel does not reach us. You are strongly encouraged to use a traceable mailing method such as Registered Mail.

Do note that if the parcel reaches us after the deadline stated by our CS team, your item(s) will be deemed ineligible for return. You will then be required to pay for the item to be re-delivered back to you.

Alternatively, you may return the items to any of our retail stores. Do also drop us an email to our CS team for the return procedure before dropping by to return.

Can i return the items to your retail stores?

Yes, we have started implementing this since August 2018. You may return the items to any of our retail stores along with the return form we have provided. Do drop us an email @ sales@thestagewalk.com to our CS team for the return procedure before dropping by to return.

I purchased an item 2 weeks ago, but I just tried it on and decided I want to return it.

Please note that all returns must be done within 14 working days for online purchases and 7 working days for in-store purchases. We apologise that your item is thus ineligible for return.

Can I just send my parcel back to the return address on the polymailer?

Before making a return, you need to e-mail us at sales@thestagewalk.com so we can provide you with more information about the return, as well as inform you of the deadline for the return parcel. It is difficult for our CS team to track the details of your return if you do not e-mail us first as we do not have sufficient information to process your return/defective item. This will delay the returns processing as well as the crediting of store credits into your TSW account.

 

STORE CREDITS

What are store credits? When do they expire?

Store credits will be issued in the event of any exchange of regular price items, which can be used to offset against a new order. Store credits have a 1-year expiry date. Orders purchased with store credits are not valid for returns/exchanges.

All exchanges and returns will be processed via this email: sales@thestagewalk.com

Can I use my store credits for retail store purchases?

We apologise that store credits can only be used for online purchases. You will be provided with the option to use the store credits on your purchase when you cart out items from our website.

 

ENQUIRIES

I sent you guys an e-mail but I haven’t received a reply.

Our office hours are Monday – Friday, 10AM – 6PM. All e-mails or enquiries received on social media platforms outside of office hours will be attended to when we are back in office. Please be patient with us as well if you have sent your e-mail over the weekend, as we try our best get back to you as soon as possible!