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Frequently Asked Questions

1. BROWSING OUR SITE

Do I need to know the full name of an item to search?

No, it is not necessary for you to know the full name of the item. Just simply input a keyword(s), such as plate, candle holder, etc, and our search engine will locate all items containing the keyword(s) and display the results based on relevance.

How can I find an item?

You can use our store search engine by entering keyword(s). Alternatively, you can search item by product category through our Catalog on the header bar.

Is it possible to view the products before confirming the purchase?

You may wish to contact us (by submitting a comment form or Whatsapp us) to make an appointment to drop by our stockroom at Geylang East Avenue 3 to view the products before your purchase. However, we do not hold reservations for any products until date of appointment unless a full payment is fulfilled.

Will you restock items that are sold out?

Depending on the product, some products are applicable for preorder if the instock is sold out, however a full payment is required to confirm a preorder and it may take up to 2-6weeks for the preorder to arrive in Singapore depending on the country of origin and the manufacturer’s schedule.

 

2. PRODUCT CARE

What plates are suitable for food use?

All our products are food safe, unless stated otherwise in its individual product description.

Which kind of plate is suitable for what kind of food?

All our products have measurements in the product description and it is best to decide for yourself which size suits your intended cooking best.

Are our products microwave / dishwasher safe?

All our products listings are indicated either microwave and/or dishwasher safe. Microwave oven usage is not recommended when using products with hand painted gold or platinum decoration.

General wash & store instructions:

  • For products with hand painted gold or platinum decorations, hand washing using sponge or soft cloth is recommended, as dishwasher may cause damage.

  • Refrain from using scouring pads or abrasive cleaners on products.

  • Exposing products to bleach for extended periods will cause fading of color.

  • Grip firmly when hand washing to avoid dropping.

  • Washing products together with stainless products may cause metal stains which are not easily washable.

  • When storing products, take care not to slide over each other, as this may cause scratches on the glaze.

  • Heavy products should be stored on durable shelves, out of reach of children.

Are our oven pots stove safe?

Oven pots are intended for microwave and oven usage, these products will not withstand the temperature from direct stove heat and will break upon exposure.

How will the products be packaged?

All our products will be bubble wrapped and/or boxed. Some products may come with individual boxes and some products may not. Should you require your purchase to be gift-wrapped, it is best to drop by our stockroom for collection so that we can giftwrap the products for you. It is not ideal to giftwrap products for deliveries as parcels meant for deliveries need to be packaged with box(es) indicated with shipping information and fragile labels.

 

3. PURCHASING A GIFT CARD

Is a Gift Card purchase available at Lovera Collections?

Yes, you may access our gift card options here.

Can I purchase products from Lovera Collections as a gift?

Yes you can. Just indicate the gift receiver’s details when you indicate the shipping details before checking out.

Are gift wrapping services available?

As most of our products require special packing for shipping, gift wrapping service for shipping is not available currently. You may request for gift wrapping if you opt for self collection at our stockroom.

Can I request a greeting card for the gift receiver?

We are more than happy to provide a greeting card with a customised message. Just indicate your message under the “Order Comments” box on the Order Review section during checkout.

Can I choose my own greeting card?

The greeting card is made of kraft card and prepared in-house. We regret to inform you that we do not have a selection of designs of greeting cards for you to choose from.

 

4. PLACING AN ORDER

Do I need to create an account in order to make a purchase?

No. You can certainly make a purchase just as a guest without creating account with us.

However, the future purchases will be much easier if you can create an account at the first purchase plus you get to accumulate Lovera points to redeem rebates for your next purchase.

How do I place an order?

For more details of placing orders with us, please refer to the Buying Guide on our home page.

How do we place a pre-order?

Products listed for pre-order can be added straight to cart and paid for confirmation of preorder. You may contact us to inquire on products which are not listed for preorder.

 

5. SHIPPING

What is the shipping rate?

At Lovera Collections, we charge a flat shipping rate of S$6 for orders below S$120.00. For orders at S$120.00 and above, customer gets to enjoy free shipping* (shipping T&C applies).

Can I track my orders after it is shipped out?

Yes, you can. All our customers will be notified with a Shipping Confirmation email once the orders are shipped out. Shipping details will be indicated inside the email.

How long will it take for me to receive my order?

Generally our customers are able to receive their products within 4-7 working days from the day of order confirmation for delivery in Singapore metropolitan regions. However, there may be some delay in delivery of orders placed during peak season.

What happens to my order if it cannot be delivered by the courier service / Singapore Post, and is returned to Lovera Collections?

All shipments returned to Lovera Collections are considered "undeliverable". Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the courier (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent / Singapore Post exceeding the holding period.

When we receive undeliverable shipments, we will notify customers via email to arrange for reshipment. All reshipments incur reshipment fees will be according to the courier agent / Singapore Post regular shipping rates. Reshipment fees will be applied regardless of the original shipment's eligibility for free shipping.

 

6. PAYMENT

Which payment mode do we accept?

We accept payment via bank transfer and PayPal through our online store.

If you are making your payment by Bank Transfer, your order will be reserved for you to make your payment within 24 hours from placing your order.

Once you've made the payment by Electronic Fund Transfer, please kindly update us your payment details via Whatsapp at +65 9093 3114 or email us at hello@loveracollections.com

 

Our bank details:

Bank Name: Overseas Chinese Banking Corporation Limited (OCBC)

Account Name: Lovera Homeware

Bank Account Number: 525-821484-001 (Current Account)

What currency will be charged on my card?

All transactions will be charged in Singapore Dollar only.

How are refunds handled?

All items are carefully inspected before shipping out to our customers. If an item or an order is unable to be fulfilled by Lovera Collections after an order is placed, a refund according to the product or order value will be issued via PayPal.

Otherwise, we typically do not issue refunds via PayPal to order that is fulfilled. If we do need to issue a refund to valid product defect claim, it will be in the form of Lovera Collections’ store credit. For the detailed refund policy, you can read more via our Store Policy.