FAQ
PRODUCTS
What is the shelf life of your products?
All products are made fresh in batches using natural ingredients. For best results, we recommend using them within 6 months from the date of purchase. Each item will also carry a “Best Before” reminder on the label.
How should I store my products?
Store your products in a cool, dry place away from direct sunlight. For balms and oils, avoid exposing them to heat to maintain their texture and potency.
Are your products safe for all animals?
Our formulas are carefully developed to be safe for the categories they are labeled for (e.g., companion pets, hooved animals, wildlife rehabilitation). Always follow usage instructions and consult your veterinarian if your animal has special medical needs.
DELIVERY AND COLLECTION
What are your delivery options and fees?
We currently deliver across Singapore, with standard option available at checkout. Standard delivery is $8 for orders less than $60 in a single check-out. Free shipping is available for orders $60 and up in a single check-out.
When can I expect to receive my order?
Usually you can expect to receive your order within 7 working days upon confirmation. Delivery times may vary slightly during festive seasons or sales events. We currently do not offer Express Delivery.
Where can I self-collect my orders?
Customers who purchase online can collect their orders at our booth when we showcase at public events and roadshows in Singapore. You can choose the booth collection option at check-out according the event date and venue published.
Do you offer international shipping?
Not at the moment. However, we are working towards making our products available internationally. You can sign up for our newsletter to be the first to know when we expand shipping.
RETURNS AND REFUNDS
What if my product arrives damaged?
If your order arrives damaged, please contact us within 7 days of delivery with photos of the product and packaging. We’ll be happy to arrange a replacement or refund.
Can I return or exchange a product?
For safety and hygiene reasons, we are unable to accept returns or exchanges once a product has been opened or used. If your product is unused, unopened and in its original condition, you may return it within 14 days of purchase. Please note that return shipping costs are borne by the customer.
Do you offer refunds?
Refunds are available for items that are returned unused and unopened within 14 days, or if your product arrives faulty or damaged. Refunds will be processed to your original payment method within 7–10 working days after approval.
OTHERS
Who can I contact if I have more questions?
You can reach us anytime at hello@shop.jeanswildheart.com. We’ll do our best to respond within 2 working days.
