FAQs
General Store Information:
Our operational hours are Monday to Friday 10am to 6pm. We observe all gazetted public holidays in accordance to that of Singapore. All orders are processed within these business days and operational hours. Orders received out of business hours will be processed the following business day. Please allow for additional processing and delivery times due to higher operational volumes during peak sales periods and the festive season.
All product descriptions and size specifications are approximate. We have made every effort to display the colours of our products as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of colour will be completely accurate.
Items, prices, and services featured on Wolf and Byrd are subject to change at any time without notice.
Need help before making your purchase? Feel free to contact our customer care team at hello@wolfandbyrd.com
What currency are store prices displayed in?
As a business based in Singapore, our store’s base currency is in Singapore Dollars. However, to assist you with your purchase process, we do offer our customers the option to select four other currencies via a currency selector in the top right hand corner of the website. Currently, customers can select to view product prices in the home base currency of Singapore Dollar, as well as four international currencies namely the United States Dollar (USD), Euro, British Pound Sterling (GBP), and Australian Dollar (AUD).
Please note that the prices displayed in USD, Euro, GBP, and AUD are to assist customers in currency conversion. All orders are processed in Singapore Dollar (SGD). While the content of your cart at checkout will be displayed in the currency you select, you will checkout using Singapore Dollar (SGD) at the most current exchange rate.
How do I make a purchase?
Shopping at Wolf and Byrd is easy:
- Use the ‘SHOP’ link to browse products available in store.
- Once you have found an item, choose your size and/or colour and click the ‘ADD TO CART’ button on the product page.
- Review the items in your cart by clicking the bag icon in the top right hand corner of the page.
- Click ‘CHECK OUT’ to complete your order.
Do I need to set up an account to place an order?
You can shop at Wolf and Byrd without creating an account.
However, register with us and you will be able to:
- View order history
- View current order status
- Enjoy a quicker check out process due to pre-filled form data such as address information
- Be on the list, and receive regular updates and exclusive offers
Is my personal information kept private?
Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.
I’ve forgotten my password- what should I do?
To reset your password, click on the ‘FORGOT YOUR PASSWORD?’ link on the SIGN IN page. Enter your registered email, and click ‘SUBMIT’. Instructions will be sent to your registered email with further guidelines to reset your password. Please note, for security reasons we are unable to send your old password via email.
What payment methods does Wolf and Byrd accept, and is it safe to use my credit card online?
All payments on Wolf and Byrd are processed via Shopify Payments. We accept Visa, MasterCard, and American Express. You can also choose to pay via Apple Pay, Google Pay, and PayPal. All payments are processed through a secure checkout system provided by Shopify Payments.
We have also introduced 3D Secure Authentication for Visa (Verified by Visa) and MasterCard (MasterCard SecureCode) to give you even more confidence when shopping at Wolf and Byrd. This service protects your existing card against unauthorised use by prompting you to verify your identity with your bank before completing a purchase.
What type of website security measures are being used?
To help ensure that your shopping experience is safe, simple and secure Wolf and Byrd uses Secure Socket Layer (SSL) technology via Shopify’s systems. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
Can I choose the currency I pay in?
Unfortunately, our Shopify store only accepts payments in Singapore Dollars. We are working hard to include features that display multiple currencies for ease of shopping. Even then, the Shopify store can only bill customers in Singapore Dollars (SGD) owing to the company’s location. You will see the following detail on your statement: SP * WOLF AND BYRD.
Can I cancel or modify an order after its made?
If you wish to cancel or modify your order, please contact our customer care team as soon as possible at hello@wolfandbyrd.com. Please include your order number and cancellation or modification requests in this email.
Before your purchases have been prepared for dispatch we can cancel an item, change the size, or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed. While we will try to make every effort to accommodate your request, please note that we are unable to cancel or modify orders once the item(s) have been shipped.
Should you have further enquires regarding your order, please contact us at hello@wolfandbyrd.com with your order number and we will attend to your queries as soon as possible.
Which destinations does Wolf and Byrd ship to?
Local delivery: Our local Singapore shipping partners are unable to deliver to restricted areas such as Changi Airport, Cargo Complex, Alps Avenue, PSA Terminal, Army Camps, and off island areas.
International delivery: Our Standard and Express shipping partners ship to over 241 countries globally. Our shipping partners are unable to deliver to PO Boxes and freight forwarding addresses.
How long does delivery take, and how much will it cost?
All domestic orders are entitled to free standard shipping with delivery expected within 5 business days. Express shipping is available at a cost of SG$10.00, with delivery expected within 1-2 business days.
For international shipments we offer both Standard and Express shipping options.
Standard shipping zones, costs, and approximate shipping times are as follows:
Zone 1: Malaysia - SG$5 (6-8 working days)
Zone 2: Hong Kong, Indonesia, Macao, Mongolia, Philippines, Taiwan, Thailand, Vietnam – SG$8 (5-22 working days depending on location)
Zone 3: Australia, Bangladesh, Bhutan, Cambodia, China, India, Japan, Laos, Maldives, Myanmar, Nepal, New Zealand, Pakistan, South Korea, Sri Lanka, Timor-Leste – SG$10 (5-25 working days depending on location)
Zone 4: Austria, Belarus, Belgium, Bulgaria, Canada, Cyprus, Denmark, Finland, France, Germany, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey Island, Luxembourg, Mexico, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom, United States of America (USA) – SG$20 (7-22 working days depending on location)
Zone 5: Rest of the World – SG$30 (8- 25 working days depending on location)
For Express shipping, we have partnered exclusively with DHL Express who deliver to over 241 countries globally. Shipping charges are automatically calculated at checkout based on the destination country and are displayed in Singapore Dollars (SGD). In the case of express shipping, without the existence of any unforeseeable circumstances, you can expect to receive your purchases within 5 working days once the order has been placed.
Depending on your destination, and prevailing local conditions or public holidays, delivery is between 9am to 5pm, Monday to Friday.
International orders that meet our minimum spend threshold of SG$350.00 are also entitled to free standard shipping.
For information on delivery times and shipping charges to your destination, view our Delivery policy in full.
What packaging will my shipment arrive in?
All local and international packages are enclosed in eco-friendly packaging as we aim to include sustainability tenets as part of our business processes. We also utilise environmentally conscious wrapping tissue so that your items remain in pristine condition during shipment. Learn more about our packaging in our Delivery policy.
Do I need to sign for my order?
To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and as such all packages have to be delivered with a signature.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking details/air waybill number.
How about duties and taxes (international orders only)?
Wolf and Byrd ships all packages under DDU (Delivery Duty Unpaid) terms. As such, product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
How do I return or exchange an item?
In general, return shipping is non-refundable except in the case of manufacturing defects. Furthermore, in terms of exchanges, return shipping is also non-refundable. However, as a gesture of goodwill, we do offer complimentary standard reshipping to you for size exchanges regardless of the initial order value. This is limited to one per order. For more information on returns and exchanges please review our Returns and Exchanges Policy in full.
Will I be refunded the full value of my order?
Your refund will be issued to the original credit card used to place the order for the item(s) being returned. Shipping costs are not refunded unless your items are faulty due to a manufacturing defect. All original shipping costs are also non-refundable. Finally, all customs duties and sales taxes are non-refundable.
Please note that it can take up to 14 business days for the refund to appear in your account.
Does Wolf and Byrd have seasonal sales?
Wolf and Byrd offers seasonal sales with special limited time only promotions held throughout the year. Register for email updates to be notified when our sale starts, and when we offer further reductions.
Do you sell Gift Cards?
We currently sell gift cards in the following denominations: SGD 50, SGD 100, SGD 150, and SGD 200.
What are Wolf and Byrd's Gift Card terms and conditions?
a) Gift Cards can be used more than once provided that there is still balance remaining on the card. To check your balance, please email us at hello@wolfandbyrd.com
b) Gift cards are applied to the final order total which includes shipping.
c) Gift Cards are non-transferable, and may not be returned or redeemed for cash.
d) If your order exceeds the value of the Gift Card, all remaining balances must be paid by credit or debit card.
e) If you return products you have purchased using a Gift Card, the remaining balance will be credited back to your Gift Card and can be redeemed against subsequent orders.
f) Wolf and Byrd is not liable for delivery of a Virtual Gift Card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser.
g) Wolf and Byrd is not responsible if a Gift Card is lost, stolen, destroyed or used without permission.
h) Wolf and Byrd reserves the right to cancel a Gift Card if we deem such action necessary.
i) Sales tax and shipping is applicable on any products purchased with a Wolf and Byrd Gift Card.
Still can’t find what you’re looking for?
Please reach out to us at hello@wolfandbyrd.com and we will do our best to get back to you as soon as possible. We look forward to being of service to you!