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Frequently Asked Questions

Q: How to care for and clean your wooden toys?

    Store your wooden toys in cool, dry areas away from heat, moisture and direct sunlight.

    Natural wood has an antibacterial quality. They require little to no cleaning but if necessary, use a dry soft cloth to gently wipe the toy. For deep cleaning, use a cotton cloth dampened with cold water, wipe surface gently and allow to air dry. Avoid rubbing, and do not use alcohol, harsh chemicals or cleaning agents to prevent discolouration.

    As wood is very porous, washing or soaking may cause swelling, change, warping or damage in the texture of the toys.


    Q: How to care for and clean your rattan items?

    Store items in cool, dry areas away from heat, moisture and direct sunlight.

    Regular dusting with a dry soft cloth, feather duster or hand vacuum would suffice. For deep cleaning, use a cotton cloth dampened with cold water, wipe surface gently and allow to air dry. Avoid rubbing and do not use alcohol, soap detergent or harsh chemicals to prevent discolouration.

    As rattan and cane are natural materials, we do not recommend washing or soaking them.


    Q: There are uneven colour tones or dark markings on my wooden toys and rattan purchase. Can I exchange or return them?

    Our products are made from wood and natural rattan as all wood and rattan are products of nature, no two grain patterns or colours are ever exactly alike - much like our fingerprints.

    These uneven tones and wood marks are proof of nature and not considered as defects, hence we will not be able to accept exchange or return requests. 

    However we assure you that these natural variations and unique characteristics add charm to each piece of toy, which makes it truly special for your little one.

     

    Q: How do I ensure a great fit for my IKEA Duktig sticker sets?

    For step-by-step instructions on how to transform your IKEA Duktig play kitchen like a pro, visit this link


    Q: Can I refund or exchange my product?

    Due to the nature of our products, we are unable to accept any refunds. 

    Exchange requests will only be accepted if you have received a wrong item or defective product. 

    If you have received a wrong or defective item, please contact us at hello@shopvoilasg.com with the relevant details within 3 days of receiving your order.

    Although we carefully check each item before shipping, it is possible that we may have missed something. We will assess any defects on a case by case basis. If the items show sign of normal wear and tear, we will not be able to provide an exchange.

    The following conditions must be met for your product to be eligible for an exchange:

    1. A wrong item was delivered, OR item is defective

    2. The item is unused and in brand new condition, with packaging intact and the original labels (if any) attached.

    3. The item is returned within 7 days of our email verification of the fault.

    If an exchange is granted, we will send out the replacement item immediately (if available) upon receiving the return. If the replacement item is not available, we will provide a refund in store credits for the purchase price of your item. 

    Your return shipping costs will be refunded in store credits with proof of receipt, up to a maximum of S$5. Trackable method of delivery is highly recommended.


    Q: Do you ship overseas?

    We currently ship to Singapore & Malaysia.

    For other destinations, please contact us for a shipping quote at hello@shopvoilasg.com 

    Shipping costs outside of Singapore and Malaysia vary greatly depending on the destination and weight of the parcel. 

    For international orders, please allow 7-30 business days for delivery. Certain destinations may take longer. Please note that we have no control over any customs or import duties that could be levied when the package reaches your destination, for which you will be liable for.