Ask Us Anything

Here are the answers to some frequently asked questions. If, however, you are unable to find the answers you are looking for, don't hesitate to get in touch with us directly at hello@hutan.co.

1. How do I receive a shipping quotation?
   
   1. During the checkout process, you will be presented with a shipping quotation based on the specific shipping option that you have selected (fastest, most economical, best value for money). The shipping rates are dynamically generated by our shipping partner, Easyship. The rates offered to you have been discounted as a result of Easyship’s collaboration with the various international courier services.
2. How long would it take for me to receive my shipment?
   
   1. The estimated duration of delivery is reflected on each available shipping option presented to you at the checkout page. The eventual time taken for the arrival of your goods is dependant on the option that you select. As such, you may make your selection based on the option that best suits your needs.
   2. Orders will be processed on weekdays, between 10:00 AM to 3:00 PM (UTC+08:00) and shipped within 2 day(s) of the processing day. Please note that we do not ship on weekends or on local bank holidays.
3. What might cause a delay in my shipment arrival date?
   
   1. Please ensure all delivery information is accurate and up-to-date. Any discrepancies and/or missing information might result in shipment delays. If there are any discrepancies and/or missing information, we may be required to contact you to obtain the relevant details. This may cause your shipment arrival date to be further delayed.
   2. Delays may also occur as a result of conditions beyond our control such as stolen packages, service interruption, severe weather and customs clearance.
   3. *Please note that the shipment-durations, reflected on the shipping options at the checkout page, are merely estimations; therefore Hutan/Easyship cannot guarantee exact delivery dates.
4. How do I track my shipment?
   
   1. As soon as your order has been shipped out, Easyship will send you an email containing the relevant tracking information. A tracking number will be sent to you a day after your order has been shipped out of the facility.
5. Who do I contact if my shipment does not arrive?
   
   1. The tracking information provided directly from Easyship will inform you of the status of your shipment. If your shipment does not arrive, please get in touch with us at hello@hutan.co and we will promptly assist you with conducting an enquiry with Easyship.
6. Who is responsible for paying sales tax?
   
   1. Your local customs office may require additional documentation and time to clear your package (this may cause a delay in the estimated delivery time). Please note that additional taxes and customs fees may apply at the cost of the customer. Hutan and Easyship are not responsible for any duties, customs, tariffs and taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Hutan is required by law to declare all items at full price and cannot alter this amount to decrease international custom fees. For exact rates, please contact your local customs office for more details.
7. What forms of payment are accepted?
   
   1. We accept all methods of payment offered by Paypal.
8. What size am I?
   
   1. We have meticulously created accurate size charts for items that require fitting. To find out how an item fits, you may consult this information found on each of the relevant product pages.