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Store Policies & FAQ

Store Policy

  • Terms of Service


    Please kindly refer to our store policies below before making a purchase. By visiting our site and purchasing something from us, you engage in our 'Service' and agree to our policies. Your use of the Site and Services and the purchase of any Products on this Site will be subject to these terms and conditions. Business days are limited to Mondays to Fridays, not including weekends and Singapore Public Holidays. Earnest & Collective is closed for the observance of all weekends and Singapore Public Holidays. Orders placed on weekends and Singapore Public Holidays are processed on the next business day.


Shipping and Handling

  • What are my shipping options?


    We provide free shipping on all orders above US$50 within US. Orders below US$50 will incur a charge of US$12.

  • How long does shipping take?


    Shipping will take between 7-10 business days.

  • Can I track my order?


    Yes, once your order is shipped, you will receive an email notification with a tracking number.

  • I keyed in the wrong address, what should I do?


    Please kindly drop us an e-mail immediately with your Name, Order Number & Amended Address to help@earnestcollective.com.

    For Singapore orders:

    If the courier is on its way to you, there will be an additional charge of $10 to redeliver to a new location.

    For International orders:

    If the parcel is dispatched, we will not be able to amend any details, additional shipping charges will apply.

  • Will I be charged with customs duties and taxes?


    The prices stated on our website are tax-free in US Dollars hence, you may be liable for duties and taxes. Import taxes, duties and custom related fees may be charged once your order arrives at its final shipping destination and will be determined by your local custom office. We do not have any controls as to which parcel will incur taxes as this is up to the sole discretion of your country's custom office.

    Payment of these charges and taxes are your responsibility and will not be covered by Earnest and Collective. We are not responsible for any delays caused by the customs department in your country.

  • What if I refuse delivery?


    Refused packages are refunded once received by our warehouse, less the full cost of shipping to and from the destination country as charged by the carrier, as well as duties and taxes (if any) and a return fee depending on the destination country.

Orders, & Payment

  • What are the modes of payments that are accepted?


    We accept PayPal, American Express, Visa and Mastercard payments.

  • Can I opt for cash on delivery?


    As our deliveries are not done by our in-house personnel, we will not be able to accept Cash on Delivery.

  • Do you keep my credit card details?


    As we take our customer’s security very seriously, we will not retain any information with regards to your credit card. All credit card information are handled by our payment gateway provider, Paypal or Shopify Pay.

  • How do I go about changing an order?


    Please kindly drop us an e-mail at help@earnestcollective.com with your order number. If the delivery is on its way to you, you will not be able to change the order.

  • I would like to cancel my order, what are the procedures?


    Order cancelation has to be done within 2-hours once an order has been placed. Please kindly drop us an e-mail at help@earnestcollective.com with your order number, name and contact number.

  • Am I able to cancel my order once it has been shipped?


    Regrettably, we will not be able to cancel your order once it has been dispatched as your item is in transit and the courier may be on its way to you.

  • Can I get a refund as the price has changed since I ordered it?


    As an online business, our prices change in response to fashion trends, stocks and demand from our customers. Thus, in this case, we will not refund the difference.

  • Can I use more than one promo code when ordering?


    Only 1 promo code can be used per order. During sale/promotional periods, you will not be able to use promo codes.

  • I received a wrong item, what do I do?


    We are so sorry that you have received a wrong item! Please notify us as soon as you receive your order and we will schedule an exchange. Please kindly note that we will only exchange the wrong item sent if it is brand new. Once it has been used, the eligibility for an exchange will be voided even if the item sent was wrong.

Returns and Exchange

  • What are your return and exchange policy?


    General:

    In order for returns/ exchange to be processed, all shoes must not have any creases and must be brand new. Please note that if the shoes are worn, they will strictly not be eligible for exchange/returns.

    All shoes must be exchanged/returned within 30-days from date of order. Design of shoes to be exchanged for is subjected to availability as shoes may be sold out.

  • What are the charges for exchange/returns?


    We provide a free one-time exchange for all orders within US.

    Returns will incur a fee of US$25 per pair of shoes.

  • What are the procedures for an exchange or return?


    Kindly fill in our Exchange Request Form via the Returns/Exchange Tab above. Please kindly note that design of shoes to be exchanged for is subjected to availability as shoes may be sold out.

    Please note that Earnest & Collectives reserve the rights to deny any exchange or returns if the shoes are deemed used.

  • My shoes are defected, what can I do?


    If you suspect that your item is defected, please reach out to us using the exchange form via the Returns/Exchange Tab above.

    Please note that the following will not be considered a defect:
    1. Worn stitching, worn soles and creases due to normal wear and tear
    2. Damage as a result of accident, misuse, negligence, normal wear and tear damage or damage during storage
    3. Comfort issues due to the shoes not being a perfect fit as our shoes are ready-to-wear and not bespoke or tailored to individual's feet
    4. Footwear that has been worn past the point of being able to be repaired
    5. Natural break down of colours and materials through time and exposure or extensive use
    6. Natural leather marks as full-grain leathers are used for all our products
    7. Uneven colouring as our products are all coloured by hand only

    Please note that Earnest and Collective reserves the rights to inspect all shoes for determination of defect. All Earnest and Collective decisions are final.

  • How do I prepare my item for a return/exchange pick up?


    Please kindly ensure that the item comes with its original packaging and any other items that came with it.

  • How long do I have to wait to get a reply after submitting my request?


    Please kindly allow 2-business days for your request to be reviewed. The office does not operate on weekends and on all Public Holidays.

  • Price difference in sale/ exchange items


    1) If the value of the exchange items is higher than the original item, you will be required to top up the difference in cash. There will be no refund if the value of the exchange item is lower than the original item.

    2) There will be no refund in price difference in the event that the item is purchased before a sale event occurs.

Products and Stocks

  • Are your shoes made of real leather?


    All our shoes are made with 100% calf leather including the lining and insole, except for the shoe soles which are made with synthetic materials for durability and cost effectiveness.

  • Do you have a size chart?


    Yes, a Size Chart is provided on all our shoes' product page. Alternatively, you can also drop us an e-mail with your feet measurements in terms of length and width in centimetres for us to determine the right size for you. Do kindly also note that each size only differs between 0.5 - 0.6mm thus, it is important that your measurements are accurate to the millimetres.

    Please kindly note that the Size Chart is only a recommendation / gauge. We do not provide any guarantees as our recommendation is only based on the measurements provided by you. If the measurements are inaccurate, the recommended size will be incorrect as well.

  • Will the shoes expand?


    If your shoes feel stiff/ slightly snug at the start, it is perfectly normal as with all leather shoes because every shoe has its own break-in period. Once the shoe is broken-in, it should be comfortable and the leather will be formed to your feet's shape.

  • Are your shoes Goodyear welted?


    As we aim to provide affordable shoes, our shoes are not goodyear welted. They are cemented in order to provide shoes at an accessible price to end consumers. For Goodyear welted shoes, it will easily cost an additional 200 dollars to the retail price of our shoes.

  • Why do you only restock certain designs and not all?


    To keep our inventory low thus lowering our holding costs and bringing the savings to end consumers.

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