Welcome to Tieandstop. Below are our frequently asked questions regarding home accessories, the ordering process, payment methods, shipping arrangements, and return policies. For further assistance, please contact us at operator@tieandstop.com.
- About Tieandstop
Q1: What products does Tieandstop offer?
Tieandstop offers a range of home accessories, including door stops, door handle covers, curtain tie-backs, and window restrictor accessories. Product descriptions provide relevant details to help customers choose items that meet their needs.
Q2: Where is Tieandstop based?
Tieandstop is headquartered in Singapore and serves European customers through our online store.
Q3: How can I contact Tieandstop?
You can contact our team via the following channels:
Address: 1 Ubi Cres, #01-01 Number One Building, Singapore 408563
Phone: +65 68408855
Email: operator@tieandstop.com
You may leave a message at any time. We aim to respond to inquiries within 24 hours. Response times may be longer for inquiries requiring further verification.
- Orders and Payment
Q4: How do I place an order?
Browse our product pages, select the desired items and options, and add them to your shopping cart. Before completing checkout, please carefully review your order details, shipping address, and total amount.
Please ensure the information provided at checkout is accurate so we can process your order smoothly.
Q5: What payment methods are accepted?
Available payment methods may include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Other digital wallets displayed on the checkout page
The specific payment methods available for your order will be displayed during the checkout process.
Q6: Will I receive an order confirmation?
Typically, we will send an order confirmation or acknowledgment notification to the email address provided at checkout. If you do not see the email in your inbox, please check your spam or junk folder. If you have any questions regarding your order, please email operator@tieandstop.com and include your order number.
Q7: What should I do if the payment fails?
Please check that the information entered at checkout is correct and confirm that your chosen payment method is valid for the transaction. You may also contact the relevant payment service provider for assistance or try an alternative payment method listed on the checkout page.
If the issue persists, please email your order details to operator@tieandstop.com. Please do not include your full payment card number or security code in the email.
- Shipping and Delivery
Q8: Which shipping services does Tieandstop use?
We partner with shipping providers such as DHL, FedEx, and UPS Priority. The specific carrier and service used depend on the destination and the shipping options available for your order.
Q9: How long does delivery take?
Orders shipped from Singapore are typically expected to arrive within 5 to 12 business days after dispatch.
This is an estimated delivery timeframe. Actual delivery times may vary based on the destination, carrier operations, public holidays, customs procedures (if applicable), and other shipping conditions.
If a different delivery timeframe is indicated at checkout or otherwise agreed upon for your order, please refer to that information.
Q10: Will I receive tracking updates?
Yes. We will send tracking notifications to the email address provided at checkout whenever there are relevant tracking updates. Updates may include:
Order dispatched.
Arrival at a logistics facility or transit hub.
Transit progress within the local delivery network.
Local delivery status.
Please check both your inbox and spam folder for tracking information.
Q11: What should I do if my order is delayed?
If your order does not arrive within the estimated delivery time, please email operator@tieandstop.com with your order number.
We will verify the shipping information and contact the relevant carrier to determine the cause of the delay. Depending on the findings and specific circumstances, the resolution may include a full refund or a replacement shipment, subject to applicable laws.
Q12: What should I do if my package is lost or delivered to the wrong address?
Please contact us as soon as reasonably practicable, providing your order number and any relevant tracking information.
We will check the delivery status and communicate with the carrier if necessary. The specific resolution will depend on the investigation results and applicable legal requirements. For consumer purchases governed by EU regulations, the risk of loss or damage to the goods generally remains with the seller until the goods are physically received by the consumer or a third party designated by them (other than the carrier).
- Returns and Right of Withdrawal
Q13: Can I return the item if I change my mind?
For eligible online purchases governed by applicable EU or UK distance selling regulations, consumers generally have a 14-day right of withdrawal (without giving a reason), subject to statutory exceptions.
For most items, the withdrawal period begins on the day you—or a third party designated by you (other than the carrier)—receive the goods. For orders delivered in multiple shipments, the period generally begins on the day you receive the final item.
Q14: How do I request a return?
Please email operator@tieandstop.com within the applicable withdrawal period, including the following information:
Your name.
Your order number.
The items you wish to return.
A clear statement that you wish to withdraw from the purchase.
We will provide return instructions and the return address.
Q15: Can I open the packaging before returning the item?
Simply opening the packaging does not deprive you of your statutory right of withdrawal.
You may handle the goods to the extent necessary to establish their nature, characteristics, and functioning. If the value of the goods is diminished due to handling that goes beyond what is necessary, the law may allow for a deduction of the corresponding amount in relevant cases.
Q16: Who bears the cost of return shipping?
For returns made due to a change of mind, customers are generally responsible for the direct costs of the return, provided that the relevant requirements were communicated prior to purchase and applicable law permits this.
For goods that are defective, damaged, sent in error, or do not conform to the agreement, Tieandstop will bear the return costs where required by applicable law.
Please be sure to contact us before sending back any return items so that we can provide the necessary instructions.
- Damaged, Defective, or Incorrect Goods
Q17: What should I do if the goods I receive are damaged or defective?
Please send an email to operator@tieandstop.com with your order number, a description of the issue, and photos clearly showing the damage or defect.
We will review the information and determine an appropriate solution based on the specific circumstances and applicable law. Depending on the issue, the solution may include a refund or a replacement.
Q18: Do I need to return the damaged item to receive a refund or replacement?
If the photos and order information are sufficient to verify the reported issue, we may arrange a refund or replacement without requiring you to return the item, in accordance with this policy.
We may request further information if our assessment deems it necessary. This process does not limit any statutory rights or remedies you may have under applicable law.
Q19: What if I receive the wrong item?
Please contact operator@tieandstop.com with your order number, details of the item received, and relevant photos.
We will verify the situation and arrange an appropriate solution; depending on the circumstances and applicable law, this may include a replacement or a refund.
- Refunds
Q20: How long does a refund take?
For valid return requests, we will process the refund promptly and complete it within the timeframe stipulated by applicable law (usually no later than 14 days after we are informed of your decision to return the goods). Where permitted by law, we may withhold the refund until we have received the returned items or proof of return, whichever occurs first. For orders involving defects, damage, incorrect items, or non-delivery, we will process refunds based on the specific circumstances and applicable laws.
The time required for the refund to reach you depends on your payment method and financial institution.
Q21: How will the refund be issued?
Refunds are typically issued to the original payment method used; Tieandstop does not charge additional fees for the refund itself.
If applicable law requires or permits alternative refund arrangements, we will inform you of the relevant process.
- Privacy and Customer Support
Q22: How does Tieandstop handle personal information?
We process personal information for purposes such as order management, payment processing, delivery arrangements, responding to inquiries, and maintaining business records.
Our processing of personal data is governed by our Privacy Policy and applicable data protection regulations (including Singapore’s Personal Data Protection Act 2012 and applicable European data protection laws).
Q23: How can I contact you regarding orders or related policies?
Please contact us via the following channels:
Phone: +65 68408855
Email: operator@tieandstop.com
When inquiring about an existing order, please provide your order number. We aim to respond within 24 hours, though response times may be longer for inquiries requiring further investigation.
- Further Information
For detailed information regarding order terms, delivery arrangements, cancellation procedures, refunds, and personal data processing, please consult the Terms and Conditions, Delivery Policy, Return and Refund Policy, and Privacy Policy published on our website.
Nothing in this FAQ excludes or limits any mandatory rights granted to you under applicable law.