Shipping and Return Policy

This Shipping and Return Policy (the “Policy”) is issued by JWG on behalf of its parent company, HIGHSOON PTE. LTD (hereinafter referred to as “HIGHSOON”, “we”, or “us”).

Part One – Orders

Users may only purchase our products through the official website of the JWG brand, namely jwg.com (the “Platform”), and must be at least 18 years of age. If you are under 18 years of age and continue to place an order, it will be deemed that you have obtained the consent of your parent or legal guardian to operate such orders on our Platform.

Our products are categorized into “In-Stock” and “Custom-Made” items, as indicated on the product labels or detailed within the product description pages. Upon verification and authorization of your payment by the bank or third-party payment institution, we will process orders within the following timeframes:

In-Stock Items: Orders will be processed and shipped within seven (7) business days.
Custom-Made Items: Orders will be processed and shipped within twenty (20) business days.

Please Note:

If the In-Stock item you have ordered is temporarily out of stock or inventory is insufficient, we may need to procure it from other storage locations, which could result in a delay in the estimated shipping time. In such cases, we will notify you via your provided contact information within five (5) business days. The actual shipping time will be as specified in our email notification.
If the Custom-Made item you have ordered experiences a shipping delay due to the designer’s scheduling adjustments, we will also notify you via your provided contact information within five (5) business days. The final shipping time will be as specified in our email notification.

We appreciate your understanding and support. Should you have any questions, please feel free to contact our customer service team at [email protected].

After confirming your order, JWG will send you an order confirmation email. The confirmation email will include details of your order, including customer information, product descriptions, and shipping address. If you do not receive the order confirmation email within the standard or agreed shipping timeframe, please check the order summary in “My Account” or review the “Spam” folder of your email inbox.

Please note that once the order is placed, it cannot be canceled, nor can the shipping address be changed. Please carefully check and confirm all details and information before completing your payment.

Part Two – Shipping and Delivery

The standard shipping time is generally 2-3 weeks; however, JWG is not responsible for any customs clearance delays or other possible delays.

We use 4PX Express as the standard courier company, but we reserve the right to use other courier companies without prior notice.

Shipping costs are as displayed on the order page. Since we cannot provide accurate information on customs duties and taxes, you are responsible for any customs duties and taxes that may be incurred upon arrival of the order at the destination.

To ensure timely delivery, please ensure that you provide an accurate shipping address and contact details (including phone number and email address). We are not liable for any loss or damage caused by delays due to the carrier or any events beyond our reasonable control or anticipation, including but not limited to providing an incorrect shipping address.

Our courier service may require the recipient to sign for the purchased items. If our courier service fails to deliver to the intended recipient, the order may be delivered to the reception area of the recipient’s address, and the receptionist’s signature will be obtained as proof of delivery.

Please note that if our logistics partner confirms that the package has been delivered, but the package is stolen or cannot be located, we will not be able to refund the order amount.

Part Three – Refunds and Returns

Please note that due to hygiene reasons, products purchased on the Platform are non-returnable and non-refundable. Any returns or refunds will be at our sole discretion. We encourage you to carefully check your order before purchasing.

If the product is damaged upon receipt or if you receive an incorrect product, please contact us at [email protected] within 48 hours of receiving the product. In order to meet the return conditions, your product must meet the following criteria:

The product must be in the same condition as when you received it;
The product must be unused and include all items from the kit (including any promotional items);
The product must retain its original packaging;
You must provide a receipt or proof of purchase.

Return shipping costs are to be borne by the customer. Upon receipt of a return package that meets the above conditions, we will review the product. If you meet the refund criteria, we will process the refund within 14 business days using your original payment method. Please note that we do not accept items returned without prior approval.

Part Four – Miscellaneous

JWG reserves the right to modify, change, and/or supplement this Policy at any time. We recommend that you periodically review this Policy for any changes or updates.

By continuing to use or access the Platform after any revisions and the effective date thereof, you will be deemed to have accepted and agreed to be bound by the revised Policy.