15% OFF YOUR FIRST ORDER | COMPLIMENTARY $150 WALLET ON ORDERS OVER $500
15% OFF YOUR FIRST ORDER | COMPLIMENTARY $150 WALLET ON ORDERS OVER $50015% OFF YOUR FIRST ORDER | COMPLIMENTARY $150 WALLET ON ORDERS OVER $500
Order Processing
All orders are processed within 1โ2 business days of payment confirmation, excluding Sundays and Singapore public holidays. Orders placed after 12:00 PM SGT may be processed the following business day.
You will receive a shipping confirmation with tracking details once your order has been dispatched.
During high-volume periods โ including sales, launches, and promotional campaigns โ processing times may be extended by 1โ2 additional business days. We will communicate any significant delays proactively.
Singapore Delivery
| Service | Estimated Delivery | Notes |
|---|---|---|
| Standard | 1-2 business day in SG | Tracked.ย |
| Same-Day / Express | Same day (order by 11AM SGT) | Subject to availability. See express courier terms below. |
Deliveries are made on business days & Saturday. A signature is required upon receipt for international deliveries to avoid theft.ย HOPE ROZA is not responsible for delays resulting from failed delivery attempts or theft after proof of delivery by courier.
Express & Same-Day Courier (Grab, Lalamove, or equivalent)
Where same-day or express delivery is arranged โ whether at the customer's request or as a courtesy โ the full courier fee is non-refundable under any circumstances, including subsequent returns or exchanges. This fee represents a fulfilled service and will be deducted from any applicable refund. Customers will be informed of the courier cost at/before dispatch and confirmation of dispatch constitutes acceptance of this charge.
Malaysia & Philippines Delivery
| Service | Estimated Delivery | Notes |
|---|---|---|
| Standard | 3โ7 business days | Tracked, signature required |
| Express | 2โ3 business days | Subject to availability at checkout |
Delivery estimates are from the date of dispatch, not order date. Remote or non-metropolitan areas may require additional time.
International Delivery
| Service | Carrier | Estimated Delivery | Notes |
|---|---|---|---|
| International Standard | DHL / FedEx eCommerce | 7โ14 business days | Tracked, signature required |
| International Express | DHL Express / FedEx International Priority | 3โ5 business days | Tracked, signature required |
Delivery estimates are from dispatch date and are indicative only. Delays caused by customs clearance, public holidays, or carrier disruptions are outside our control and do not constitute grounds for a refund or dispute. Theft after proof of delivery by courier are not our responsibility.
Customs, Duties & Import Taxes
For all international orders, the recipient is solely responsible for any customs duties, import taxes, VAT, or brokerage fees imposed by their country's customs authority. These charges are not included in our product or shipping prices and are not collected by HOPE ROZA at checkout.
HOPE ROZA has no control over customs clearance processes or timelines. We will not refund shipping fees or product costs where delays or additional charges arise from customs processing.
If a package is refused by customs or by the recipient due to unpaid duties, the cost of return shipping will be deducted from any applicable refund. Original shipping fees are non-refundable.
Customer Responsibility โ Address Accuracy
It is the customer's sole responsibility to provide a complete and accurate shipping address at checkout. HOPE ROZA is not responsible for orders delayed, lost, or returned due to:
Where an order is returned to us due to an address error or failed delivery caused by the customer, reshipping fees will apply and must be paid before redelivery is arranged. We will not reship to a corrected address at our cost.
Lost, Stolen or Damaged in Transit
If your order has not arrived within the estimated delivery window, please contact us at help@hoperoza.com with your order number and tracking reference. We will liaise with the carrier on your behalf.
In the event of confirmed loss or transit damage caused by the carrier, we will offer a replacement or store credit at our discretion. Claims must be submitted within 7 days of the estimated delivery date.
Damage claims must be supported by clear photographic and video evidence submitted at the time of receipt. We cannot process damage claims for parcels that have been signed for without documented evidence of damage noted at delivery. Theft after proof of delivery by courier are not our responsibility.
Tracking
All orders include tracking. Your tracking number will be sent via email upon dispatch. Please allow up to 24 hours for tracking information to update after you receive your confirmation.
Contact
For all shipping enquiries:
Email: help@hoperoza.com
WhatsApp / Call: +65-86608350
