Welcome to Festestockco. Below you will find answers to common questions about our party and festive decoration supplies, ordering process, payment methods, delivery arrangements and returns. If you need further assistance, please contact our customer service team at stock@festestockco.com.

1. About Our Products

What products does Festestockco offer?

Festestockco offers party and festive decoration supplies for birthdays, family gatherings, seasonal celebrations and other special occasions. Please refer to the individual product pages for details of each item.

Where can I find product information?

Each product page provides relevant information, which may include product descriptions, dimensions, available options, quantities and package contents. We recommend reviewing these details before placing an order.

How can I contact Festestockco about a product?

You can email stock@festestockco.com or call +65 6443 5526. Please include the product name or product reference, together with your question, so that our team can assist you more efficiently.

2. Orders and Payments

How do I place an order?

Select the products you wish to purchase, review the available options and quantities, and proceed to checkout. Enter your contact and delivery information, review the final order total and submit your payment. An order confirmation will be sent by email when the order has been recorded.

Which payment methods do you accept?

Available payment methods are displayed at checkout and may include:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Supported electronic wallets

The availability of a payment method may depend on your device, location, browser and the payment options enabled for your transaction.

When will my payment be processed?

Payment is processed during checkout according to the selected payment method. Your order will be processed after the order has been accepted and the required payment confirmation has been received.

What should I do if my payment is declined?

Please check the information entered at checkout and confirm that your selected payment method is available for the transaction. You may also contact your card issuer or payment service provider for further information. If you need assistance with your order, contact stock@festestockco.com.

Can I change or cancel an order after placing it?

Please contact us as soon as possible if you need to amend or cancel an order. We will review the order status and advise whether the requested change can be made before dispatch.

If an order has already been dispatched, the ordinary pre-dispatch cancellation process may no longer be available. However, this does not affect any applicable statutory right of withdrawal or other legal remedy.

3. Shipping and Delivery

Where are orders dispatched from?

Orders covered by our stated delivery arrangements are dispatched from Singapore to eligible European destinations. Applicable order-processing information is provided on our website or during checkout.

How long does delivery take?

The estimated transit time for deliveries from Singapore to eligible European destinations is 5–12 business days from dispatch.

This estimate excludes order-processing time and may be affected by customs procedures, public holidays and carrier operating conditions. Where a different delivery period has been agreed or a mandatory statutory deadline applies, the relevant contractual or legal requirement will take precedence.

Which delivery services do you use?

Depending on the destination and available service arrangements, we work with delivery services including DHL, FedEx and UPS Priority services.

The available service and applicable delivery information may vary according to the destination and order.

Will I receive tracking information?

Yes. We send tracking notifications to the email address supplied at checkout when relevant tracking events become available.

Notifications may cover:

• Order dispatch.
• Arrival at a carrier facility or other recorded logistics checkpoint.
• Movement through the delivery network.
• Arrival in the local delivery area and local delivery updates.

The timing and availability of individual notifications depend on the information provided by the carrier. Please check your inbox and junk or spam folders if you cannot find a tracking email.

What should I do if my order is delayed?

If your order exceeds the estimated transit time or the tracking information indicates an unusual delay, email stock@festestockco.com with your order number.

We will review the available tracking information and, where appropriate, contact the carrier to investigate. Depending on the findings and the circumstances, we may arrange a full refund or a replacement.

Where applicable law provides a right to delivery within an additional period, termination of the contract or a refund, those rights will remain available in accordance with the relevant legal requirements.

What happens if my parcel is lost or does not arrive?

Please contact us if tracking information indicates that your parcel may be lost or if you have not received your order within the applicable delivery period.

We will review the order and delivery records and investigate with the relevant carrier where appropriate. We will then determine the appropriate next steps, including a replacement or refund where warranted.

Handing a parcel to a carrier does not, by itself, transfer the risk of loss to the customer where applicable consumer law provides otherwise.

4. Returns and the Right of Withdrawal

Can I return an item if I change my mind?

Where the European Union’s consumer withdrawal rules apply, you generally have 14 days from receiving the goods to withdraw from an online purchase without giving a reason, subject to applicable statutory exceptions.

To exercise this right, email stock@festestockco.com within the applicable withdrawal period and clearly state that you wish to withdraw from the purchase. Please include your order number and the relevant product details.

How do I return an item?

After receiving your withdrawal request, we will provide the applicable return instructions and return address.

Unless we offer to collect the goods or applicable law provides otherwise, you should send the goods back without undue delay and within 14 days after notifying us of your withdrawal.

For a change-of-mind return, you may be responsible for the direct return postage costs if this was properly disclosed before purchase and applicable law permits it. Different rules may apply to faulty or non-conforming goods.

When will I receive my refund for a change-of-mind return?

Where the statutory withdrawal rules apply, refunds are generally issued without undue delay and within 14 days after we receive your withdrawal notice. We may withhold reimbursement until the returned goods have been received or evidence of return shipment has been provided, whichever occurs first, where the law permits.

Refunds include the cost of the least expensive standard delivery option offered where required by law. Refunds are normally issued to the original payment method.

Are opened items eligible for return?

Opening a package does not automatically remove your statutory right of withdrawal. However, you may be liable for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.

Certain goods may be subject to statutory exceptions. Any exception will be applied only where its legal conditions are met.

5. Damaged, Faulty or Incorrect Items

What should I do if an item arrives damaged or faulty?

Please email stock@festestockco.com after discovering the issue. Include your order number, a short description of the problem and clear photographs showing the affected item and, where relevant, its packaging.

Photographs help us assess the matter and identify an appropriate resolution.

Do I need to return a damaged item?

Not necessarily. Where the available evidence is sufficient, we may resolve the matter without requiring the affected item to be returned. Depending on the circumstances, we may arrange a replacement or refund.

If further assessment is reasonably necessary, we will explain the next steps. Any return requirement and related costs will be handled in accordance with applicable law.

Submitting photographs is intended to help us review the claim efficiently and does not remove any statutory remedy available to you.

What if I receive the wrong item?

Please contact stock@festestockco.com with your order number, details of the item received and photographs where helpful. We will review the order and arrange an appropriate resolution in accordance with the circumstances and applicable law.

Who pays the return costs for faulty goods?

Where goods are faulty or do not conform to the contract, the applicable statutory remedies and cost-allocation rules will apply. Customers will not be required to bear costs that the law places on the seller.

6. Refunds

How long do refunds take to appear in my account?

We initiate refunds within the period required by applicable law. The time taken for the funds to appear in your account may depend on your payment method and the relevant financial institution.

Can I receive a refund for only part of an order?

Where only part of an order is affected, we will assess the circumstances and the applicable legal requirements. A partial refund or another appropriate remedy may be available where justified.

How can I check the status of my refund?

Please email stock@festestockco.com with your order number and details of the refund request. Our team will review the relevant order records and provide an update.

7. Contact Us

If you have any further questions about our products, orders, delivery, returns or refunds, please contact us using the details below.

Website: www.festestockco.com

Email: stock@festestockco.com

Telephone: +65 6443 5526

If our team is unavailable when you contact us, please leave a message by email. We aim to respond to enquiries within 24 hours. If further time is required to review your request, we will respond as soon as practicable.

Thank you for choosing Festestockco.