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FAQs

FAQs

Delivery and Self-Collection

What are your delivery options?

We provide door-to-door delivery service for your orders.

Local Delivery
For all orders within Singapore, delivery is complimentary for orders SGD50 and above. For orders below SGD50, delivery is SGD5. You can expect to receive your order within 3 to 5 working days.

International Delivery
For international orders, shipping is complimentary for orders SGD100 and above. International orders may be subject to duties and taxes that vary by country and are based on the value of your order, which are to be borne by the recipient. You can expect to receive your order within 5 to 15 working days. International shipping is only applicable to countries we currently ship to listed here.

*During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

When will my order ship?

Here’s how it works: you order, we process, then we ship your parcel out to you!

Making your order is real easy! Processing all orders takes 3 to 5 working days. Our couriers will make a pick up when your order is ready! You’ll get a shipment notification email with tracking as soon as your package ships. It’s on the way!

When can I expect to receive or collect my order?

Local Delivery
Local parcels ship across Singapore within 3 to 5 working days! An email notification will be sent, letting you know that your parcel has been shipped!

The Crew works hard to pack up your orders, do allow them a little more time during launches, restocks, sales and festive seasons and they'll have your orders with you soonest!

If you would need your order on short notice or are visiting Singapore for a short period of time, we wouldn't recommend making orders online for self collect or delivery to a hotel, as the order may not be ready in time. It would be best to head to the stores directly for purchases.

Here's how you can track your local order:
Enter your order number into this tracking link!

International Delivery
International parcels ship within 5 to 15 working days!

Here's how you can track your international order:
- You may head to the DHL site to track your parcels or track them via the email notification letting you know that your parcel has been shipped!

Am I able to pick up my online orders in stores?

Simply choose the option for self-collection upon check out and select your preferred location. You can expect to receive an email to collect your parcel within 1 to 3 working days.

Self-collection can be made at:

Beyond The Vines Design Store, Takashimaya S.C.
391 Orchard Road, #B1-42/46
Takashimaya Shopping Centre, Ngee Ann City
Singapore 238872
+65 8777 1810

Beyond The Vines Design Store, Funan
107 North Bridge Road, #02-08
Singapore 17910
+65 8157 0577

How can I edit my shipping address?

If your order is within the first few hours of being confirmed and you need to edit your shipping address, please email us.

If your order has been processed and packed up, we are unable to make any changes to your order.

I'm having problems tracking my order!

In a few cases, the courier takes 1 to 2 working days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can. We can give you inside info.

Orders

Am I able to make a reservation on an item?

We aren't able to make reservations on our items.

We do have a blue "Notify Me When It's In Stock" tab on the product page, add your email there and you'll know when the item you're eyeing is back and available! Yay!

What comes with my online order?

Online orders will be packed with one sleeve per parcel to make sure your goodies are protected on their way to you!

If you plan on gifting, we’ve got ya! Request for how many items in your order that would need gift wraps, for us to include a gift wrap for you. These requests can be left in the notes section before check out!

For large orders above 20 items with an indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

What comes with my store purchases?

Store purchases below SGD100 will come with a XS BTV Shopper Tote! Extras will be charged at SGD10 per XS Shopper Tote with any purchase.

Purchases above SGD100 will come with a M BTV Shopper Tote and purchases above SGD250 will come with a XL BTV Shopper Tote!

Should you need gift wrap, feel free to let the crew know! For large orders above 20 items with an indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

I just made a purchase and accidentally ordered the wrong item or wrong size. What can I do about it?

Once your order is made, we are unable to make any edits on it. Do drop an email to Customer Care for a request to cancel your order, so that you may go ahead with making a new one with your correct items!

We understand that mistakes can be made! If you need to make changes to your address, please drop Customer Care an email with your order number and full address, we will do our best to catch it for ya!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

Do you provide gift wraps?

Online orders will be packed with one sleeve per parcel to make sure your goodies are protected on their way to you!

If you plan on gifting, we’ve got ya! Request for how many items in your order that would need gift wraps, for us to include a gift wrap for you. These requests can be left in the notes section before check out!

For large orders above 20 items with an indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

Can I return or exchange purchases made with the first-time customer discount?

Purchases made with the first-time customer discount are not considered a sale item, and you may choose to exchange or return it for BTV Shopping Credits within 30 days from the date of purchase.

Please note that the first-time customer discount is a one-time use discount, and will only apply to the new item being exchanged for, if the price and style remain the same. The discount will not apply to exchanges to a different item, or any price change. If you do a return in BTV Shopping Credits, the discount will not be applicable during your next purchase. Any differences in amount will have to be topped up via our regular payment methods.

Oh no! I made a mistake on my order! How can I cancel my order?

If you’ve made an incorrect order, please email Customer Care as soon as possible with your Order Number and we will do our best to help with cancelling your order so you can make a new one!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

I am trying to access your website but there is a problem. Can you help?

We know that it can be frustrating when you can't view a website properly. If you are having trouble, you may try the following:

- Ensure your web browser is up-to-date.
- Access our website using a different web browser.
- Clear your cookies. This can be done through your internet options.
- If it still isn't working, don't hesitate to contact us!

How long does it take to process a refund for cancelled orders?

Refunds are only applicable for cancelled orders that are caught before it's been packed and will usually take 5 to 10 working days to appear on your statement.

Store to Door

Will shipping be free for orders placed and paid for in store?

All orders placed in store to be shipped out from our Studio in Singapore would be complimentary for orders above SGD50 for local orders and SGD250 for international orders! Do note that Taxes and Duties may apply for international orders based on size/value and weight!

Will my purchase be eligible for a return with Store to Door?

For all items ordered via Store to Door, returns can only be made within 30 days of the purchase, to the Beyond The Vines Design Store Takashimaya S. C. in Singapore. Returns for these items cannot be made in other global stores or via mail.

Will my purchase be eligible for an exchange with Store to Door?

Exchanges are processed in the same way as returns. Please head down to our Beyond The Vines Design Store Takashimaya S.C. for all returns. The Crew will be happy to help!

If you are based overseas and would like to mail back your return, please head to our Returns Page for more details and steps on how you may go ahead with your return!

Would I need a Vine Club account to place an order via Store to Door?

Yes, a Vine Club account is needed to place a Store to Door order!

Can I purchase an online exclusive via Store to Door?

Yes, you can! Go ahead to let the Crew know if you would like to purchase an online exclusive item, and it'll be shipped to you within 5 to 15 working days!
 
If you would like to opt for self collection, it will take 1 to 3 working days before it's ready for collection at Beyond The Vines Design Store Takashimaya S.C. You will receive an email notification once it is ready for pick up in store! Do note that orders may take slightly longer during launches and festive periods.
 
Should you only be in Singapore for a few days, we would recommend having your online exclusive shipped to you instead!

Is my Store to Door purchase eligible for Tax Refund?

Store to Door orders are not eligible for Tax Refunds as it is considered an online order and may be subject to duties and taxes.
 
If you'd like to file for a Tax Refund, please consider making a regular purchase in store!

How long will my order take to ship if I make a Store to Door purchase?

We provide door-to-door delivery service for your orders.

Local Delivery
For local orders to Singapore, delivery is complimentary for orders SGD50 and above. For orders below SGD50, delivery is SGD5. You can expect to receive your order within 3 to 5 working days. You will receive an email when your parcel is ready and picked up by the courier!

*During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

International Delivery
For international orders, shipping is complimentary for orders SGD100 and above. International orders may be subject to duties and taxes that vary by country and are based on the value of your order, which are to be borne by the recipient.
 
You can expect to receive your order within 5 to 15 working days. International shipping is only applicable to countries we currently ship to listed here.

Oh no! I made a mistake on my order! How do I cancel my order?

Oh my! We are sorry but we are unable to cancel Store to Door orders. You may check out our returns page to make a return of your order for BTV Shopping Credits instead!

I'd like Gift Wrap on my Store to Door purchase, how do I go about doing it?

Do relay your request to our Crew when checking out and they will be able to assist you with adding a gift note and gift wrap into your order. This can only be done before payment is made.

Can I order an item from a different store to be shipped to me?

We are unable to transfer items between stores, as all Store to Door orders are packed and sent out from the Studio! Do approach any of the Crew in Store for more info!


Returns

What is your return policy?

We're committed to making good design accessible to all. If the items you ordered are not working exactly right for you, we've got you covered!

You get 30 days to take your purchases for a spin in front of your mirror,confidently knowing you can return any item (some exceptions apply) for any reason, provided it is in brand new condition with hang tags securely fastened. We will return the amount to you in BTV Shopping Credits that will be sent to your email, which you will be able to use at any other time, both online and at our stores. BTV Shopping Credits are valid for a year from date of return. You may only return your items once (no multiple returns for the same item will be allowed).

Returns are not accepted for all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.

Please note that you will need an order number to do any returns or exchanges. Items without an order number will not be accepted. All shipments made back to us for returns will be bourne by the customer.

So go ahead and shop with confidence!

Are there any return policy exceptions?

We do our best to provide an excellent return policy to ease your shopping experience, and here are some things below for you to take note of:

1. If it's beyond 30 days from date of purchase, we're unable to do a return for you.
2. Returns for items received as gifts must be accompanied with the respective receipt or order number. Please work with the gift-giver in this.
3. We are unable to process returns or exchanges on all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.
4. All purchase with purchases orders will have to be returned as an order.

How can I return my order?

All exchanges are processed in the same way as returns. We'd like to make returns as easy as possible. Ensure that your order is within 30 days from date of purchase, with all hang tags intact and the items unused for all returns/exchanges!  

Please head to our Returns Page to complete your return. 

Local Orders

1. Mail to the BTV Studio
(1) Label your item with your order number and have it securely packed 
(2) Have it mailed back to us using registered postage!

The BTV Studio
 
2 Alexandra Road 
#06-03 
Delta House 
Singapore 159919 

2.Drop off your order at Beyond The Vines Design Store, Takashimaya S.C.
(1) Label your item with your order number and have it securely packed 
(2) Drop it off at the store!

3. Drop off your order atBeyond The Vines Design Store, Funan
(1) Label your item with your order number and have it securely packed
(2) Drop it off at the store!


International Orders

Mail to the BTV Studio
(1) Label your item with your order number and have it securely packed 
(2) Have it mailed back to us using registered postage!

The BTV Studio
 
2 Alexandra Road 
#06-03 
Delta House 
Singapore 159919 

How can I return my purchase with purchase item?

If you’re looking to return your purchase with purchase orders, it will have to be returned as an order.

For example, if you purchased the Colourblock Micro Dumpling Bag, we'll require for it to be returned together with the Teeny Tiny Micro Mini Dumpling Bag in your order.

You may swing by BTV Design Store, Takashimaya S.C. or head to our online return portal here to proceed with your exchange / return request.

Can I exchange my order?

If you change your mind after receiving your item, not to worry! Head to our Returns page to submit a return request and we will pop an email to ya once we have reviewed it! All exchanges are processed in the same way as returns.

If you're in need of a quick swop of items at the stores as you have changed your mind, there is no need to fill in the return request on the Returns Page. Head down to the stores and the Crew will be happy to help!

Should you be looking to mail back your item to us, be sure to mail back your order to us within 7 days of submitting your online return form and once your order reaches us, allow us 3 to 5 working days to process all BTV Shopping Credits to ya!

Can you help with a product I bought from a third party marketplace?

We’re only able to guarantee the authenticity of products purchased on beyondthevines.com and at our retail locations. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through beyondthevines.com or at our retail locations.

How do gift returns or exchanges work?

If you were gifted one of our products but it isn't what you had in mind, you can return your items for BTV Shopping Credits.

All you'd need would be the Gifter's name, order number and the products you’d like to return (the gifter won’t be notified of any changes) and head down to the store! Do make sure you head for an exchange within 30 days of purchase, with all hang tags intact and the item unused!

What are BTV Shopping Credits and how do they work?

BTV Shopping Credits will be issued for returns and expire a year from the day your return is successfully processed. You'll have time to browse and make your decision! To find out the expiry date of your Gift Card and Shopping Credits, click into the email and on the bottom that says "View your Gift Card/Shopping Credits".
 
Purchases using BTV Shopping Credits will not be awarded points.

I've redeemed my BTV points to make an order. Will I get it back when I return item(s) in the order?

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3 to 7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

Product

How can I get more information about the product I want to buy?

We take pride in the design and functionality of our products, and we want them to work for you! Alongside each product is a short description of the style and fit, washcare instructions, and specific product measurements. For garments, we also have an overall size guide here for your reference.

If you have any further questions relating to the style, fit, material of specific products, do get in touch with Customer Care – we'll be happy to advise you.

I received my item with a defect on it! What should I do next?

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

The item I want is out of stock. What do I do?

On the product page, click on the blue tab that says “Hit Me Up When It's Back” for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

How do I stay up to date?

Hear about the latest drops and new recruits through our email newsletter. Or you can catch us on @beyondthevines!

How do I care for my BTV purchase?

Curious on how to care for your recent purchase? We've got you! Caring for your product the right way helps to maintain the quality and colour of it without compromising anything! You may refer to the 'Washcare' tab of the particular product, on our website, and you're all set!

Gift Card

Do you sell Gift Cards?

Yes, we do!

You may purchase our Gift Cards here or at any of our stores in Singapore.

Our Gift Cards are available in denominations of SGD20, SGD50, SGD100 and SGD200, and are valid for one (1) year from date of issue or purchase.

To find out the expiry date of your Gift Card on physical Gift Cards, they are located on the back of the card! For E- Gift Cards, click into the email and on the bottom that says "View your Gift Card", to view the expiry date on your Gift Card!
 

Can I use my existing store credits and/or mall vouchers to purchase a Gift Card?

Yes, you may!

Any remaining amount may be topped up via our accepted payment methods.

However, do note that sales and discounts are not applicable when purchasing gift cards.

Can my Gift Card be topped up?

All Beyond The Vines' Gift Cards cannot be topped up. You're most welcomed to purchase another Gift Card with us when yours has been fully utilised!

Can I exchange the amount in my Gift Card for cash?

Unfortunately, Gift Cards are not exchangeable for cash, and any unutilised value is not refundable.

How can I check the amount left in my Gift Card?

If you're at a Beyond The Vines store, you may ask our retail team to check the remaining amount for you by providing your unique gift code found in the email or on the reverse side of your physical Gift Card.

If you’re on beyondthevines.com, you may head to the check out page and key in your unique gift code into the ‘Gift Card’ field. The remaining amount will appear.

I've misplaced my Gift Card. What can I do?

Stolen or misplaced Gift Cards are non-replaceable. For any further queries, contact us at Customer Care and we'll be happy to assist.

Will I earn BTV Points when purchasing a Gift Card?

BTV Points will not be awarded for all purchases and usage of Gift Cards.

Can I stack my BTV Gift Cards in one purchase?

Yes you can! You can use multiple Gift Cards in one order.

Can e-Gift Cards and physical Gift Cards be used in all stores including overseas ones?

All e-Gift Cards and physical Gift Cards can be used online and only in stores located in Singapore. Should you like to get someone a Gift Card overseas, we'd recommend an e-Gift Card that can be used for any purchases online!

When does my Gift Card/BTV Shopping Credits expire?

All Gift Cards and BTV Shopping Credits expire 1 year from the date of being issued. Click into your Gift Card or Shopping Credits email and you should be able to locate the expiry date stated. If you need help with checking on expiry dates, feel free to drop us an email at customercare@beyondthevines.com or drop by the store! Be sure to let us know the email that the Gift Card/BTV Shopping Credits was issued to and we'd be happy to help!

All terms on the use of Gift Cards/BTV Shopping Credits will be reviewed accordingly and will be updated here on our FAQs.

The Vine Club

How do I join The Vine Club?

As long as you have an existing account or have registered your email address online or in-store, you're a part of us!

You can also register for free here.

Do note that your BTV shopping account is the same as having The Vine Club account.

What are the perks of signing up for The Vine Club?

(1) Accumulate BTV Points as you spend

(2) Receive 100 BTV Points on your birthday

(3) Enjoy SGD10 off your first order with Beyond The Vines with a minimum spend of SGD100. This is valid for use on our online store and physical stores located in Singapore! Upon successful registration, you will receive an email with a promo code that you may then apply upon checkout. Have a look in your Spam folder if you've yet to spot it!

 

Please note that first-time customer discount is not extended to exchanges or returns.

What are BTV Points? How do I find out how many BTV Points I have?

BTV Points are our rewards currency, which can be used to offset your purchases.

Your personal BTV Points will be reflected on The Vine Club page after logging in.

Will I earn points from spending my BTV Shopping Credits?

All BTV Shopping Credits will not be entitled to earn Vine Club points when spent. Points will only be awarded to original orders with no exchanges or returns processed.

 

How do I earn BTV Points? What can I use them for?

Every dollar spent on beyondthevines.com and at our stores in Singapore will gift you 1 BTV Point (excluding shipping fees and GST). The remaining amount will be rolled over to your next order to earn points.

Example:
First order: SGD69.00 (inclusive of SGD5.11 GST) = SGD63.89 = 63 BTV Points + SGD0.89 roll over
Second order: SGD89.00 (inclusive of SGD6.59 GST) = SGD82.41 + SGD0.89 rolled over from first order = SGD83.30 = 83 BTV Points + SGD0.30 roll over

For all orders placed on beyondthevines.jp, points will be awarded based on the exchange rate to SGD at the time of purchase (excluding shipping fees).

You can accumulate your BTV Points and exchange them for discounts on your order in the following denominations: SGD5, SGD10, SGD20, SGD50 and SGD100.

I've redeemed my BTV points to make an order. Will I get it back when I return item(s) in the order?

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.
 
Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

What happens to my BTV Points earned on a purchase when I make a return?

When processing a return the amount spent will be returned to you in BTV Shopping Credits. Your BTV Points earned from the initial order will remain in your Vine Club account, as the usage of BTV Shopping Credits will not earn you BTV Points. If a top up is made for an item of more value, points for the balance amount paid will then be credited.

How do I utilise my BTV Points?

When looking into redeeming your BTV Points, simply add the item(s) you'd like into your cart. You may select the amount of points you'd like to redeem at the checkout page. Be sure to be signed out of your Shop Pay account to be able to view your points at check out!

If you change your mind, go ahead and click the 'x' on the coupon code and your points will automatically be returned to you.

Can I stack the discounts I have redeemed from my BTV Points?

Unfortunately, the discounts cannot be stacked; only one discount can be applied at each transaction. Each discount has to be fully utilised in one single transaction. Please note that any balance in value is not refundable or exchangeable for cash.

Where can I view the BTV Points I have accumulated?

When you arrive at The Vine Club page, you will see the BTV Points you have.

Do my BTV Points expire?

All BTV Points will expire 1 year past your latest purchase, if you'd like to check the expiry dates of your BTV Points, you'll be able to do so on The Vine Club page under Rewards History.

I’ve just made a purchase but didn't receive my BTV Points.

Your BTV Points should be rewarded immediately but in the event it takes a while, do be patient!

If you’ve not received your BTV Points within 24 hours of purchase, contact us at Customer Care, we'll be happy to help.

What if I have more than one account?

BTV Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

How do I get my Birthday Points?

Yay, Happy Birthday from the BTV Crew!

Your birthdate needs to be updated in The Vine Club at least 1 day before your birthdate for the points to be automatically credited!

Promotions & Payments

Where can I find your ongoing promotions/discounts?

You may find out more about our ongoing promotions here.

Please note that promotions and discount codes are not applicable on shipping fees.

Help! My discount code isn't working.

Double check if the code you received is designed for new customers, our welcome code is a SGD10 off with a minimum spend of SGD100. Our discount codes do not apply to bags and Gift Cards!

Am I able to stack my discounts?

Only one discount code can be used at a time, please select the discount code you'd like to use and apply it on your order. For orders purchased with a discount code, you will not be able to use any BTV Shopping Credits from The Vine Club.

Should you change your mind and like to return your points, just cancel your selection and the points will be returned to The Vine Club account shortly!

What are the payment methods available?

If you are shopping from overseas, you can complete your purchase using Debit/Credit Cards (Visa, Mastercard), or opt for any of our alternative payment methods.

For customers in Singapore, payment methods include PAYNOW, GrabPay, Atome, and Shopback. A comprehensive list of available payment methods is provided on our checkout page.

Please do note that our Shopback Buy Now Pay Later option is only available in stores and our Grab Buy Now Pay Later option is only available for online orders.

We are looking into continuously improving our payment providers! Do contact us if you have any feedback.

What is Atome?

Atome is a payment option at Beyond The Vines that is available in stores, online and for in-app orders. Atome allows Singaporean residents, who are at least 18 years old, to shop now and pay for your purchase later in three equal interest-free instalments.

Think of Atome like a modern-day lay-by, except you can receive your order straight away for a third of the price.

Learn more about Atome here.

What products can be paid for using Atome?

Atome is available to use on all products in stores, online and on the app excluding Gift Cards and E-Gift Cards.
 
There is a minimum spend of SGD10 per transaction. The maximum order varies by customer given the credit scoring system provided by Atome.

How do I pay using Atome?

Here's how you can do it:

1. Add items to your shopping bag and checkout as normal.

2. Select Atome as your payment method – you will be redirected to Atome’s website.

3. Register or login to your Atome account.

4. Enter or verify your payment details, then confirm your order.

5. Atome will inform you of the debit via in-app notification and SMS prior to deduction.

If you are new to Atome, registration can be done at checkout via the Atome app. Please note that funds for the first payment must be available on your nominated card at the time of checkout.

What can I do if my payment is declined?

Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Tax Refunds

Do you offer Tax Refunds for in-store purchases?

All GST Tax refunds can be claimed only if you’ve purchased from our physical stores in Singapore for purchases SGD100 and above!

Let the Crew know before paying for your items and they will assist you in processing your Tax Refund. Do remember to validate your transactions at the airport before your departure! To facilitate this process, please have your physical passport and your Electronic Visit Pass ready for the Crew!

If you have made a purchase and missed out on filing for a Tax Refund, head back to the same store with the necessary documents mentioned above and your store receipt. The Crew would be happy to help!

Do you offer Tax Refunds for online purchases?

Tax Refunds are not applicable for online purchases, even if you have selected Self Collect as a delivery method.

Sale

Are sale items eligible for local delivery or international shipping?

Yes! Sale items are eligible for our regular door-to-door courier service, both locally and internationally.

For all orders within Singapore, delivery is complimentary for orders SGD50 and above. For orders below SGD50, delivery is SGD5.

For international orders, shipping is currently free for orders SGD100 and above. For orders below SGD100, please see here for our flat fee shipping charges.

Due to a high volume of orders during sale periods, do take note that there may be a delay in deliveries as we sort through the orders and work to getting each order packed accurately for you.

Am I able to pick up my sale order in stores?

Yes, you may!

Simply choose the option for self-collection upon check out and select your preferred location. Locations for self-collection include our stores in Singapore. Your order will be dispatched to your selected store within 3 to 5 working days, after which you will receive an SMS text from the store that your order is ready for collection.

Self-collection can be made at:

Beyond The Vines Design Store, Takashimaya S.C.
391 Orchard Road, Takashimaya Shopping Centre #B1-42/46, Singapore 238872
+65 8777 1810
Mon to Sun: 10am - 9.30pm

Beyond The Vines Design Store, Funan
107 North Bridge Road, Funan #02-08, Singapore 179105
+65 8157 0577
Mon to Sun: 11am - 9pm

Are sale items eligible for returns or exchanges?

All sale items purchased from beyondthevines.com and at our stores are not eligible for returns or exchanges. Kindly check through all items before purchasing.

Can I apply a discount code on sale items?

Discount codes are not applicable on sale items. You may however, use your shopping credits, Gift Cards or BTV vouchers from The Vine Club for your sale purchases.

Can I use my Gift Card during sale seasons?

Yes, you may!

Beyond The Vines' Gift Cards are applicable to be used during sale seasons, unless otherwise stated.

Do note that sales and discounts are not applicable when purchasing a Gift Card.

Stores

Can I visit a Beyond The Vines store?

Please visit this link to see the list of stores open and which ones are coming soon!

We have more deets on our Pop Ups around the world on the page too!

Can I apply to work at one of your stores?

We’re excited to build our retail teams! You may check out our Careers page here.

How can I make my purchases in stores?

You'll be able to shop a wider range of products at Beyond The Vines Design Store, Takashimaya S.C. and Beyond The Vines Design Store, Funan. Experience collaborative projects and a selected range of Lifestyle and Accessories products at our other stores.

The BTV In-Transit, Changi Airport Singapore

Where is The BTV In-Transit, Changi Airport Singapore located?

The BTV In-Transit is located at Changi Airport, Terminal 3 Transit (#02-K14)! Please visit our Stores page to get more info on our store locations. We will see you there!

What are the operating hours for The BTV In-Transit, Changi Airport Singapore?

The BTV In-Transit, Changi Airport Singapore is open 6am to 1am daily, and will run from 22 May 2023 to 17 May 2024!

What payment methods are available at The BTV In-Transit, Changi Airport Singapore?

We accept cash payment in Visa, Master, UnionPay, Cash and Foreign Currency!

Will the first-time customer discount be applicable at The BTV In-Transit, Changi Airport Singapore?

The first-time customer discount will not be able to be applied at BTV In-Transit, Changi Airport Singapore. You may apply it on our website or utilise it at our other stores in Singapore!

Can The Vine Club points be earned and BTV Cash Vouchers used at BTV In-Transit, Changi Airport Singapore?

We are unable to tag orders to The Vine Club accounts at this store. You will be unable to earn or use any The Vine Club points/BTV cash vouchers for purchases at The BTV In-Transit, Changi Airport Singapore store.
 
The Vine Club points can be earned or used when you shop on our website or at our other physical stores in Singapore!

Can exchanges/returns be made at The BTV In-Transit, Changi Airport Singapore?

Purchases made at The BTV In-Transit, Changi Airport Singapore can be exchanged or returned at The BTV In-Transit, Changi Airport Singapore only. This is provided that hang tags are intact and you present to us your in-store receipt. Exchanges/returns would need to be made within 30 days from the date of purchase.

You may provide us with the physical copy or a snapshot of your receipt and we will be happy to assist you!
 
We will not be able to issue BTV Shopping Credits or refunds for purchases from The BTV In-Transit, Changi Airport Singapore.

What type of packaging comes with my purchase at The BTV In-Transit, Changi Airport Singapore?

All purchases will come with an exclusive The BTV In-Transit Shopper Tote!
 
Store purchases below SGD100 will come with a XS BTV Shopper Tote! Extra Shopper Tote requests will incur a charge of SGD10 for each XS Shopper Tote.
 
Purchases above SGD100 will come with a M BTV Shopper Tote and purchases above SGD250 will come with a XL BTV Shopper Tote! Extra Shopper Tote requests will incur a charge of SGD15 for each XS Shopper Tote.

Do you provide gift wraps?

If you plan on gifting, we’ve got ya! Gift wraps are complimentary with every order. Do let the Crew know at the counter and we'll be delighted to help!
 
For large orders above 20 items with a request to include gift wraps, we'll be happy to include up to 10 gift wraps for your order. Subject to availability!

Is there a price difference for purchases made at The BTV In-Transit, Changi Airport Singapore?

You'll be enjoying tax free shopping at The BTV In-Transit, Changi Airport Singapore. All items will exclude the Singapore Goods and Services tax (GST) of 9%!

The BTV Express Tokyo

Where are you located?

We are always striving to make our designs accesible to where you are at!

Check our Stores page for our Japan locations.

What are your payment methods?

You may pay using Cash or Credit/Debit Card (Visa, Mastercard). 

Do you have a loyalty programme?

We do! Our BTV Community is constantly growing! Whether it’s your birthday, a special launch or just a treat for yourself, we’re making sure you hear it first! It’s the start of something new, come join us at The Vine Club. 

With each online purchase, you'll receive BTV Points! Do note that the BTV Points credited exclude shipping fees. 

Register for a free account via this link using your email address and set your account password. You will receive an email to activate your The Vine Club account. Exclusive to The BTV Express Tokyo, sign up while making your purchase there and get SGD10 (approx. ¥1000)* off!  

*Subject to prevailing exchange rates 

I am part of The Vine Club. Can I earn points or use my existing TVC points in my order?

You will be unable to earn or use any points during The BTV Express Tokyo pop-up, but you will be able to earn or use The Vine Club points when you shop on our website!

Do you have any promotions?

When you sign up with The Vine Club at The BTV Express Tokyo, you'll enjoy SGD10 (approx. ¥1000)* off your first purchase online, with a minimum spend of SGD100 (approx. ¥10,000)*!On top of that, you get 10% off your first order with us at The BTV Express Tokyo. Upon successful registration, you will receive an email with a promo code that you may then manually apply upon checkout. 

Please note that these discounts are not extended to exchanges or returns.

*Subject to prevailing exchange rates 

Can I exchange / return my order?

Purchases made at The BTV Express Tokyo can be exchanged or returned with your in-store receipt within 30 days from the date of purchase. You may provide us the physical copy, a snapshot of your receipt, or let us know the date of purchase and we will be happy to assist you!

You may opt for BTV shopping credits or an exchange for the same item, in a different colour. 

What comes with my store purchase?

Store purchases come with a BTV Shopper Tote!

Should you need to gift wrap your item, feel free to let the Crew know. We will be happy to help! These are subject to availability. 

Do you provide gift wraps?

If you plan on gifting, we've got you! Gift wraps are complimentary with every order! 

₱100.00