1. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and other supported electronic wallets displayed at checkout. Available payment methods may vary according to your location and device.
Payment must be authorised before an order can be processed.
2. How long does order processing take?
Orders generally require 1–3 business days for processing before dispatch. Processing includes order review and preparation for shipment. You will receive a dispatch notification by email when your order has been sent.
3. How long does delivery take?
For eligible European destinations, estimated transit time is 5–8 business days from dispatch. We work with established carriers, including DHL, FedEx and UPS Priority services, depending on destination and service availability.
The delivery estimate excludes the order processing period. Actual transit times may vary according to destination and carrier operations.
4. Will I receive tracking updates?
Yes. Tracking notifications are sent to the email address provided at checkout when relevant updates become available. These may include dispatch, arrival at logistics facilities and local delivery stages.
Please check your inbox and spam folder if you cannot find a tracking email.
5. What if my order has not arrived within the estimated delivery time?
If your order has not arrived within the standard 5–8 business-day transit period, please email rinsing@rinseware.com with your order number.
We will review the tracking information and, where appropriate, contact the carrier to investigate. Depending on the findings and circumstances, we may arrange a full refund or replacement in accordance with applicable law. Your statutory rights remain unaffected.
6. Can I return an item if I change my mind?
For eligible online purchases covered by applicable European Union consumer law, you generally have 14 days from the day you receive the goods to withdraw from your purchase without giving a reason, subject to statutory exceptions.
To exercise this right, email rinsing@rinseware.com within the withdrawal period, identifying your order and the items you wish to return. Unless an exception applies, the goods should be sent back within 14 days after you notify us.
Return postage costs may be payable by the customer where permitted by law and disclosed before purchase. Refunds will be processed within the applicable statutory time limits.
7. What should I do if my item arrives damaged, faulty or incorrect?
Please email rinsing@rinseware.com with your order number, a brief description of the issue and clear photographs showing the damage or discrepancy.
We will assess the information and advise on an appropriate resolution, which may include a refund or replacement. Where appropriate, we may resolve the matter without requiring the damaged item to be returned.
Photographs help us review the request, but other reasonable evidence may be considered where required by applicable law. Your statutory rights regarding faulty or non-conforming goods remain unaffected.
8. How are refunds issued?
Approved refunds are generally returned to the original payment method unless otherwise agreed or required by law. The time taken for the funds to appear may depend on your payment provider or financial institution.
We will process refunds within the time limits required by applicable law.
9. Can I change or cancel my order?
Please contact us as soon as possible if you need to amend or cancel an order. Requests are assessed according to the order’s processing status and applicable law. Once an order has been dispatched, cancellation may no longer be possible, but eligible withdrawal and return rights remain available.
10. How can I contact customer support?
If you need assistance with a product, order, delivery or refund, please contact us using the details below.
Brand: Rinseware
Email: rinsing@rinseware.com
Telephone: +65 6253 4652
Address: 566 Balestier Road, Singapore 329883
Please include your order number when contacting us about an existing purchase. We aim to respond to enquiries within 24 hours.