FAQs and Refund Policies

Frequently asked questions

How much is shipping?

Shipping is included within Singapore

How long does delivery take?

Most local deliveries arrive within 2–3 business days after dispatch; delays may occur during peak periods..

What if items are damaged?

Email sayhi@olliemitt within 7 days of delivery with photos and your child’s name + shipping address. We’ll send replacements or offer a partial refund.

Do you accept returns?

Not for change of mind once shipped — see our Returns & Refunds policy below for details.

How can I contact you?

You can reach us at sayhi@olliemitt.com. We are always happy to answer your questions and we aim to reply within 48-72 hours.

Returns & Refunds policy

• Change of mind
  Because our kits contain consumables and are hand‑packed, we cannot accept returns for change of mind once the order has shipped. Please check your order carefully before checkout.

• Damaged or defective items
  If your envelope arrives damaged or an item is defective, contact us within 7 days of delivery with clear photos and your child’s name and shipping address to sayhi@olliemitt.com. We will assess and offer a replacement or a refund.

• Missing items
  Report missing pieces within 7 days of delivery with photos and your child’s name and shipping address. We’ll send the missing item(s) or issue a partial refund.

• Refund eligibility
  One‑time purchases are eligible for a refund if reported within 7 days of purchase and the kit is damaged or defective. Email sayhi@olliemitt.com with your child’s name and shipping address to request a refund. Refunds are issued to the original payment method and may take 5–10 business days to appear.

• Postage for returns
  We will cover return postage only if we request the item back. For any approved change‑of‑mind returns (by exception), customers are responsible for return postage.

• Prototypes / promo kits
  Free samples and promo/prototype kits are not eligible for return or refund unless damaged or defective; report issues within 7 days.

• Exceptions
  For hygiene and safety reasons, opened consumables (e.g., paint dots) cannot be returned unless faulty.

• How to request help
  Email sayhi@olliemitt.com with your child’s name, shipping address, a brief description and clear photos of the issue. We aim to respond within 48 business hours.

• Returning goods
  You are responsible for the cost and risk of returning goods to us unless we request the return. Send returns to:

  Ollie & Mitt
  60 Paya Lebar Road, #06-28
  Paya Lebar Square
  Singapore 409051

  We cannot be held responsible for goods damaged or lost in return shipment. We are unable to issue a refund without actual receipt of the returned goods or proof of delivery.

• Contact us
  If you have any questions about our Returns & Refunds Policy, please email sayhi@olliemitt.com.