Returns & Refund Policy
Singapore
Tangled Monk is a small Singapore studio; we hand-draw the artwork for wall art, ceramic coasters and fabric totes, usually in short runs or one at a time. Here's what happens if you need to return, swap, or refund an item.
Returns
Return eligibility
You can request a return if your item is unused, in its original condition, and still has any tags attached. Framed pieces should not have been hung or unwrapped beyond initial inspection; coasters and totes should be unused.
Return window
You have 15 days from the date you receive your order to request a return. This applies across our full range, including wall art, coasters, and tote bags.
How to request a return
Email us first at studio@tangledmonk.com before sending anything back; we can't accept returns without a prior request. Once we confirm, send the item to:
170B Joo Chiat Road, Level 3, Singapore 427441
Use a trackable courier, especially for framed or ceramic pieces; we'd rather you spend a little extra on tracking than have a parcel go missing.
Condition of returned products
To be accepted, your return needs to be:
- Unused and, for wall art, unhung
- In its original packaging
- With any tags still attached
- Accompanied by your receipt or order confirmation
Exchanges
Want a different piece, size, or design? The quickest route is to return your original item and place a new order once the return is approved, rather than waiting on a swap to be processed. Depending on stock, we may also be able to arrange a direct exchange; email studio@tangledmonk.com and we'll see what's possible.
Credit Notes
At our discretion, we may offer store credit instead of a refund on an approved return. If we do, we'll confirm the credit amount and how long it's valid for when we issue it.
Refunds
Once your returned item reaches us and we've inspected it, we'll email you the outcome. If approved, your refund goes back to your original payment method within 10 business days; your bank or card issuer may take a little longer to post it. If more than 15 business days pass after approval and you still don't see a refund, email us, and we'll chase it up.
Not refunded, even on an approved return:
- Original shipping charges
- Customs duties
- Taxes
Defective, Damaged, Incorrect or Missing Items
Open your parcel as soon as it arrives; don't let it sit unopened for a few days. If something's wrong, damaged, faulty, or not what you ordered, contact us at studio@tangledmonk.com within 48 hours of delivery.
For anything fragile (ceramic coasters and framed pieces both qualify), hold on to all original packaging until we've resolved things, and send us:
- A photo of the outer packaging
- A photo of the inner protective materials
- A close-up and a wider shot of the item and the damage
Sale Items and Non-Returnable Products
The following can't be returned or exchanged:
- Bespoke, commissioned, or customised pieces
- Items that have been installed, used, washed, or altered, or are no longer in original condition
- Sale items and gift cards, except where the law requires otherwise
If a bespoke or sale item arrives damaged, faulty, or incorrect, we treat it like any other damaged-item claim; contact us within 48 hours.
If you're unsure whether something is returnable before you buy, ask us; we'd rather answer upfront.
Product-Specific Notes
- Wall art arrives framed and ready to hang. Works on handmade and acid-free paper are framed behind glass; ceramic and canvas pieces are framed without glass. Once hung, a piece is considered used, so inspect it before mounting.
- Ceramic coasters are fragile in transit; keep packaging until any damage claim is resolved.
- Tote bags should be unused and unwashed to qualify for return.
Return Shipping Responsibility
If you're returning something by choice, you cover return shipping; we suggest tracked delivery given how fragile some pieces are. If we made the mistake (damaged, defective, or incorrect item), we cover it, and you won't be asked to pay for return shipping.
Singapore Consumer Rights
Nothing here takes away from your rights under Singapore's Consumer Protection (Fair Trading) Act. If something you've bought is defective or doesn't match what was described, you may be entitled to a repair, replacement, refund, or price reduction.
Contact Us
- Email: studio@tangledmonk.com
- Phone/WhatsApp: +65 9772 1902
- Studio: 170B Joo Chiat Road, Level 3, Singapore 427441
Returning an item
Can I return something, and how long do I have?
Yes. You have 15 days from the date you receive your order to request a return, and that applies across the full range — wall art, coasters, tote bags and scarves alike. Email us first; we cannot accept a return that has not been requested and confirmed.
How do I start a return?
Email us at studio@tangledmonk.com before sending anything back, and tell us what you would like to return and why. Once we confirm the return, send the item to 170B Joo Chiat Road, Level 3, Singapore 427441. Please use a trackable courier, especially for framed or ceramic pieces; we would rather you spend a little extra on tracking than have a parcel go missing.
What condition does the item need to be in?
To be accepted, a return needs to be unused and, for wall art, unhung, in its original packaging, with any tags still attached, and accompanied by your receipt or order confirmation. Framed pieces should not have been hung or unwrapped beyond an initial inspection, and coasters and totes should be unused.
Where do I send my return?
To our studio at 170B Joo Chiat Road, Level 3, Singapore 427441 — but only after we have confirmed the return by email. Use a trackable courier so both of us can see where the parcel is.
Who pays for return shipping?
If you are returning something by choice, you cover the cost of sending it back, and we suggest tracked delivery given how fragile some pieces are. If we made the mistake — the item was damaged, defective or not what you ordered — we cover it, and you will not be asked to pay for return shipping.
Can I check whether something is returnable before I buy it?
Please do. If you are unsure whether a particular piece can be returned, email studio@tangledmonk.com or WhatsApp +65 9772 1902 before you order. We would rather answer upfront than have you find out afterwards.
Refunds and credit
How long does a refund take?
Once your returned item reaches us and we have inspected it, we email you the outcome. If the return is approved, your refund goes back to your original payment method within 10 business days. Your bank or card issuer may take a little longer to post it to your account.
My refund was approved but I still have not received it.
If more than 15 business days have passed since we approved your return and you still cannot see the refund, email us at studio@tangledmonk.com and we will chase it up with the payment provider.
Do I get the original shipping, duties and taxes back?
On a return you have chosen to make, no — the original shipping charges, customs duties and taxes are not refunded, even when the return itself is approved. If the piece arrived damaged, faulty or incorrect, those exclusions fall away: your shipping charges, duties and taxes become refundable and we cover the return shipping too.
Can I have store credit instead of a refund?
Sometimes. At our discretion we may offer store credit in place of a refund on an approved return. If we do, we will confirm the credit amount and how long it is valid for at the time we issue it.
Exchanges
Can I exchange a piece for a different size or design?
The quickest route is to return your original item and place a new order once the return is approved, rather than waiting for a swap to be processed. Depending on what is in stock we may also be able to arrange a direct exchange — email studio@tangledmonk.com and we will see what is possible.
What cannot be returned
Can I return a bespoke or commissioned piece?
No. Bespoke, commissioned and customised pieces cannot be returned or exchanged, because each one is made to your brief and exists only for you. If a bespoke piece arrives damaged, faulty or incorrect, we treat it exactly like any other damaged-item claim — contact us within 48 hours of delivery.
Can I return a sale item or a gift card?
Sale items and gift cards cannot be returned or exchanged, except where the law requires otherwise. As with bespoke work, a sale item that arrives damaged, faulty or incorrect is handled as a damage claim if you contact us within 48 hours.
I have already hung the wall art. Can I still return it?
No. Once a piece has been hung it counts as used, and it can no longer be returned. Wall art arrives framed and ready to hang, so please inspect it while it is still unmounted and tell us straight away if anything is wrong.
Can I return a tote bag I have already used or washed?
No. Tote bags need to be unused and unwashed to qualify for a return. The same principle applies across the range: anything installed, used, washed or altered, or no longer in its original condition, cannot be returned.
Damaged, faulty or incorrect items
What do I do if my order arrives damaged?
Open your parcel as soon as it arrives rather than letting it sit for a few days. If something is damaged, faulty or not what you ordered, contact us at studio@tangledmonk.com within 48 hours of delivery. Hold on to all the original packaging until the claim is resolved, and send us a photo of the outer packaging, a photo of the inner protective materials, and a close-up plus a wider shot of the item and the damage. Once we confirm the fault is on our end, your shipping charges, customs duties and taxes become refundable and you will not need to cover return shipping.
What if I received the wrong item, or something is missing from my order?
Treat it the same way as damage: email studio@tangledmonk.com within 48 hours of delivery and tell us what arrived and what was expected. Keep the packaging until we have sorted it out.
Why do you need photographs of the packaging?
Ceramic coasters and framed artworks are both fragile in transit, and the state of the outer box and the inner protective materials is what tells us — and the courier — how the damage happened. Without those photographs a claim is much harder to resolve, which is why we ask you to keep everything until it is settled.
What if the glass on a framed piece is broken?
Works on handmade and acid-free paper are framed behind glass, while ceramic and canvas pieces are framed without it. Broken glass is a damage claim: contact us within 48 hours of delivery with the photographs above, and keep the packaging so we can see how it travelled.
Your rights, and reaching us
What are my rights under Singapore law?
Nothing in this policy takes away from your rights under Singapore's Consumer Protection (Fair Trading) Act. If something you have bought is defective or does not match what was described, you may be entitled to a repair, replacement, refund or price reduction.
Who do I contact about a return?
Email studio@tangledmonk.com, or call and WhatsApp us on +65 9772 1902. If you would like to bring a return to the studio at 170B Joo Chiat Road, Level 3, Singapore 427441, WhatsApp us to book an appointment.
