Shipping & Returns
Shipping
Do you ship to my country?
At present, Tsuri only ships within Singapore.
How much is shipping?
Shipping is calculated at checkout. Free shipping is offered for orders above SGD 500.00 and will be applied automatically at checkout.
Can I arrange for self collection?
Yes, you may. Please key in code SELFCOLLECT at checkout.
When will I receive my order?
As our products are stored at a separate location, we are unable to fulfil orders on a walk-in basis. All orders must be placed in advance via the webstore even if you intend to visit the showroom.
Ready-stock ordered goods will be dispatched within 3 working days, and delivery can be expected to take 3 - 5 working days.
For pre-ordered goods and/or made-to-order cast concrete goods, please refer to the respective product pages for production lead times. Once the goods are ready to be dispatched, you will receive an email from us indicating an expected delivery date.
If your order contains both pre-ordered and ready-stock goods, your order will be dispatched only once all goods have arrived at our warehouse. Should you wish to receive your ready-stock items sooner, please place separate orders.
Tsuri is not liable for any delays in shipping and/or deliveries by our third-party courier providers once the order has been dispatched and/or left the warehouse.
Can I change the shipping address?
If you have made a mistake with your shipping details, please contact us immediately to amend them. Please note that we can make no guarantees to change addresses prior to shipping. If an order has been locked for processing by the dispatch team or completed, we are unable to amend the shipping address.
Returns, Refunds & Exchanges
All goods must be thoroughly inspected by the customer or an authorised individual upon receipt in order to detect any transportation damage or deviation from the ordered goods.
Bauwerk
We do not accept returns and refunds on all Bauwerk products. It is very important that you test your colour selection with a sample pot for an accurate colour representation with your particular surface and lighting conditions prior to purchasing larger quantities. Exchanges can only be made should you have been shipped the incorrect product on our part.
We are also unable to offer you a refund if you change your mind about your order or a part of it, but if it has yet to be dispatched, get in touch with us as soon as possible and we can generate a personalised one-time discount code for you of the value for use at your next purchase.
We also do not accept consequential losses, due to time delays or application of mis-tinted or mis-labelled paints. It falls into the responsibility and/or contractual obligation of the applicator to check that all supplied materials are up to the specifications; as is the timely ordering of materials by the responsible contractor to ensure the project is finished on schedule.
Cast Concrete
We do not accept returns, refunds and exchanges on all made-to-order cast concrete items, as each item is made for specifically for you and in your choice of colour and finish.
However, if there are defects with the product, you must inform us within 48 hours of receiving the item; and our team will be in touch to assess the defect and advise on the steps moving forward.
Force Majeure
Tsuri will not be responsible and will not pay any compensation where we are prevented or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to pandemics, floods, earthquakes, mechanical breakdowns, IT failures, fires, adverse weather conditions, acts of terrorism, and/or, but not limited to, interruption to gas, water or power or other utilities.