FAQS

Tribe About us

 

Shopping, Purchasing & Payment

How do I know if an item is in-stock?

If an item is out-of-stock, can I put my name down on a waiting list?

How do I change the display currency of an item shown on your website?

Can I pay for my order in a currency other than Singapore Dollars?

Will my order be subject to GST?

What payment methods does Tribe accept?

Will my credit card details remain safe and secure?

How will I know if Tribe has received my order?

Can I modify an existing order by adding or removing certain items?

Can I cancel an existing order?

Can I track my order?

Do I need to set-up an account to place an order?

Is online the only way to place my order?

I live in Singapore. Can I visit Tribe’s showroom to save on delivery?

 

Gift Services

Does Tribe offer gift wrapping services?

How do I purchase an e-gift certificate?

How do I redeem an e-gift certificate?

 

Shipping & Delivery

Can I change my shipping address once order has been dispatched?

Which countries does Tribe ship to?

How much does shipping cost?

How long does delivery take?

Does Tribe offer express delivery?

Does Tribe offer free shipping?

Does Tribe ship to multiple addresses?

Is Tribe able to deliver to post office boxes or freight forwarding addresses?

Do I need to sign for my order?

Will I have to pay customs/import duties and taxes on my order?

What packaging will my order be shipped in?

Will my package be insured?

 

Returns & Exchanges

What is Tribe’s returns and exchange policy?

How do I return or exchange an item?

 

Security
Is my personal information kept private?

What is Tribe’s privacy policy?

 

Products

How do I clean and care for my Tribe products?

Does Tribe offer repairs and replacements?

 

Others

Does Tribe have a mailing list? How do I subscribe?

How do I unsubscribe from Tribe’s mailing list?

 

Contact Us

How can I contact Tribe?

 

How do I know if an item is in-stock?

Unless otherwise indicated, all items displayed on Tribe’s website are in-stock. Whilst every effort is made to ensure that stock levels are accurate, Tribe cannot, and does not, guarantee that all items displayed on our website are in stock. In the unlikely event that an item which is listed as being available is out-of-stock, a notification e-mail will be sent to you and Tribe will credit the credit card or PayPal account which was used for your online purchase. Tribe reserves the right to cancel orders which we have no immediate ability to fulfill due the unavailability of an item.

 

If an item is out-of-stock, can I put my name down on a waiting list?

You may sometimes find that an item sells out before you have an opportunity to purchase it. If you would like to be notified once an item has been restocked, please complete and submit Tribe’s online Contact Form and we will notify you when the item is back in stock. From time to time, selected items may be available for purchase on a pre-order basis. Items marked as “limited edition” may not be restocked so, to avoid disappointment, we encourage you to purchase such items when they are available. Tribe does not guarantee, and makes no warranty, that the items displayed on our website will be restocked once sold out.

 

How do I change the display currency of an item shown on your website?

Tribe’s default price display currency is Singapore Dollars (“SGD”). For the convenience of our customers, item prices can be displayed in a number of other currencies – USD, GBP, EUR, JPY, HKD, AUD and CNY. Simply make your selection by clicking the drop-down box which appears on the right-hand side of the product display pages. Please note that all such non-SGD amounts are approximate foreign exchange conversions only, based on live foreign exchange spot rates which are current at the time of viewing Tribe’s website (such spot rates change constantly). All online orders will be billed in SGD, as displayed at check out at the time of purchase. Tribe makes no warranty that customers who make an online purchase using a non-SGD-denominated credit card or PayPal account will be charged a foreign currency amount equal to the spot foreign currency amount which was displayed on Tribe’s website at the time the online purchase was made.

 

Can I pay for my order in a currency other than Singapore Dollars?

All of Tribe’s online orders will be billed in SGD, as displayed at check out at the time of purchase. You are unable to pay for your purchase in another currency. Any non-SGD amounts displayed on Tribe’s website are approximate foreign exchange conversions only, based on live foreign exchange spot rates which are current at the time of viewing Tribe’s website (such spot rates change constantly). Tribe makes no warranty that customers who make an online purchase using a non-SGD-denominated credit card or PayPal account will be charged a foreign currency amount equal to the spot foreign currency amount which was displayed on Tribe’s website at the time the online purchase was made.

 

Will my order be subject to GST?

Prices displayed on Tribe’s website are inclusive of Singapore’s 7% goods and services tax (“GST"). Orders having Singapore delivery addresses will be subject to the GST. Orders in respect of overseas delivery addresses (i.e. orders for export) will be zero-rated (they will not be subject to the GST). The prices of zero-rated (export) purchases will be adjusted and displayed at check out after the order delivery address has been inputted and before you are asked to enter the details of your chosen payment method. Tribe Bags Pte Ltd is a GST registered business.

 

What payment methods does Tribe accept?

Tribe accepts major credit cards (Visa, Mastercard and American Express) and payments made through PayPal accounts. Payment will be debited from your account at the time of submitting your online order. We accept NETS for showroom purchases. Tribe does not accept any other methods of payment.

 

Will my credit card details remain safe and secure?

Tribe uses PayPal as its payment gateway; PayPal has security measures in place which are designed to keep your credit card information safe and secure. All of Tribe’s online transactions are processed by PayPal, and Tribe is not privy to your personal credit card information; hence Tribe does not see or store your credit card details.

 

How will I know if Tribe has received my order?

An order confirmation email will be sent to you following Tribe’s receipt of your order. The email does not indicate Tribe’s acceptance of your order, but indicates our receipt of your order. Should any of the items you have ordered be unavailable, we will contact you by email and will credit your credit card or PayPal account (as the case may be) for the item(s) not in-stock. We will also credit your credit card or PayPal account for any resulting reduction in shipping expenses. Please check that your spam filters have not blocked any incoming email messages from Tribe.

 

Can I modify an existing order by adding or removing certain items?

Unfortunately you cannot modify an existing order by adding or removing certain items. You will need to cancel your order (in its entirety) and place a new order which captures all the items you require.

 

Can I cancel an existing order?

You can cancel an existing order (in its entirety) provided it has not been dispatched. To cancel an order, please complete and submit Tribe’s online Contact Form.

 

Can I track my order?

All our delivery service providers offer tracking numbers. Your order tracking number will be enclosed in a notification email which Tribe will send you once your order has been dispatched.

 

Do I need to setup an account to place an order?

It’s not necessary that you set-up an account to place on order on Tribe’s website, If you do not wish to set-up a registered account, you may opt for “instant check out” during the check out process (use “instant check out” for orders which have the same address for both billing and delivery purposes). We recommend that you register an account if it is likely that you will be making more than one online purchase from Tribe’s website.

 

Is online the only way to place my order?

Tribe’s products are currently available for purchase through our website and also at our showroom. Tribe’s showroom (which is open by appointment) is located at #03-04 Sime Darby Centre, 896 Dunearn Road, Singapore, 589472. Please contact us at +65 6467 0097 to make an appointment.

 

I live in Singapore. Can I visit Tribe’s showroom to save on delivery?

You may visit Tribe’s showroom by making a prior appointment with us. Please contact us at +65 6467 0097 to schedule an appointment. If you wish to purchase a Tribe product and to collect it from our showroom, please be sure to make your purchase in our showroom rather than through our website.

 

Does Tribe offer gift wrapping services?

Tribe offers gift wrapping services for an additional charge. Tribe’s baby bags and accessories can be boxed in Tribe’s luxury gift boxes which come embellished with Tribe’s logo and are tied with a beautiful grosgrain ribbon. Each gift box comes with a gift note. Gift box images and details are displayed in the product collection pages on our website.


How do I purchase an e-gift certificate?

Purchasing an e-gift certificate is fast and simple. Please refer to the step-by-step instructions which are set out in Purchasing a Certificate.

 

How do I redeem an e-gift certificate?

Redeeming an e-gift certificate is an easy process. Please refer to Redeeming a Certificate for step-by-step instructions on how to redeem an e-Gift Certificate.

 

Can I change my shipping address once order has been dispatched?

Shipping addresses cannot be modified once an order has been dispatched. Therefore please ensure that you provide a suitable delivery address (several of our customers list their work addresses as the delivery address for their order, as our delivery service provides typically deliver during business hours). Please note that Tribe is unable to deliver to post office boxes or freight forwarding addresses as all online orders must be signed for by the order recipient at the time of delivery.

A change in the shipping address of an order which has not been dispatched may result in increased or reduced shipping expenses. In cases where the revised shipping expenses are less than the original shipping expenses paid by you, Tribe will refund you the difference. In cases where the revised shipping expenses are more that the original shipping expenses paid by you, you will be required to pay the difference before your order is dispatched. Tribe reserves the right to cancel your order if any additional shipping expenses are not paid. In such an event, the order will not be dispatched and Tribe will refund the amount paid in respect of the original order less any reasonable costs which Tribe may incur.

 

Which countries does Tribe ship to?

Tribe offers worldwide shipping. Currently, we can ship to approximately 150 countries, and there are only a limited number of countries to which our delivery service providers are unable to deliver. If you have any queries on delivery, please complete and submit Tribe’s online Contact Form.

 

How much does shipping cost?

Shipping charges vary according to the delivery location and weight of your order. Whilst every effort is made to ensure that the shipping charges displayed at check out are accurate, Tribe reserves the right to adjust shipping charges based on amounts which are charged by Tribe’s delivery service providers. Should any shipping adjustments (namely, shipping expense increases) be unpaid by you, Tribe reserves the right to cancel your order and will refund you the purchase amount less any reasonable expenses which we may incur. Please note that orders of multiple bags may have to be split into separate shipments due to the size of the bags.

 

How long does delivery take?

Tribe aims to dispatch all orders within three (3) Singapore business days of receiving your order. An estimation of delivery time according to the delivery location and your elected shipping method will be displayed at check out. Please allow a buffer for possible delivery delays during peak periods like Mother’s Day and Christmas.

 

Does Tribe offer express delivery?

The available shipping options displayed on Tribe’s website represent shipping methods which are economical without having unduly long delivery timeframes. If you require express delivery, please complete and submit Tribe’s online Contact Form and our customer service team will do our best to assist you in your request. Alternatively, you can call our office at +65 6467 0097 during Singapore office hours.

 

Does Tribe offer free shipping?

Tribe may, from time to time, offer complimentary shipping. To receive notification of Tribe’s promotions, please subscribe to Tribe’s mailing list. Tribe reserves the right to extend or withdraw such offers of complimentary shipping at any time.

 

Does Tribe ship to multiple addresses?

Currently, Tribe does not accommodate same-order delivery to multiple addresses (you may only specify one delivery address per order). If you intend to purchase multiple items with a view to having them shipped to multiple addresses, you should submit a separate order for each respective delivery address.

 

Is Tribe able to deliver to post office boxes or freight forwarding addresses?

Tribe is unable to deliver to post office boxes or freight forwarding addresses. This is because all online orders must be signed for by the order recipient at the time of delivery. If it is unlikely that you or the order recipient (as the case may be) will be home during delivery hours (most of Tribe’s delivery service providers delivery during business hours), you may want to have your order delivered to an office address.

 

Do I need to sign for my order?

Yes, due to the high value of the items which Tribe sells, all orders must be signed for by the order recipient at the time of delivery. Tribe’s delivery service providers will not release any packages without a signature.

 

Will I have to pay customs/import duties and taxes on my order?

Tribe does not include any customs duties or taxes in your total bill, and is unable to advise you on the amount of duties or taxes which may be levied by the customs authority in the destination country of your order. Custom charges vary from country to country. If you require information on duties or taxes which may be imposed on your order, you should contact the customs authority in the destination country of your order. Tribe does not bear responsibility for any charges levied.

Please note that the recipient of your order (whether you or a third party) will be liable for any duties and taxes which the customs authority in the destination country of your order may impose. Tribe’s delivery service provider may initially pay applicable duties and taxes on the recipient’s behalf, with such amounts to be reimbursed by the recipient to the delivery service provider at the time of delivery. If such reimbursement is not made, the delivery service provider may withhold the package. In the event that the recipient does not pay the duties or taxes levied by the relevant customs authority, the order may be returned to Tribe, and Tribe reserves the right to deduct from any amounts credited to the customer the applicable duties and taxes together with shipping charges on both the outbound and return shipment from the amount paid for the online order.

 

What packaging will my order be shipped in?

Tribe’s baby bags and accessories come in a dust-bag embellished with Tribe’s logo. Customers also have the option of purchasing Tribe’s custom-made gift boxes which come embellished with Tribe’s logo and are tied with a beautiful grosgrain ribbon. Tribe’s gift boxes also come with a gift note.

All online orders will be packed and shipped in a double-walled brown cardboard box. Travel wallets may be packed and shipped in a soft satchel, depending on the order quantity. Your items will remain adequately protected during shipment.

 

Will my package be insured?

Once your items have been delivered to the nominated delivery address and have been signed for, they will no longer be covered by insurance which Tribe may have in place for the shipment. If the outer packaging of your shipment is damaged at the time of delivery, you should refuse the delivery or make a note when signing that you are accepting a damaged packaged. You should contact us immediately if items contained within the package are damaged.

 

What is Tribe’s returns and exchange policy?

Please refer to our Returns and Exchanges policy.

 

How do I return or exchange an item?

Please refer to our Returns and Exchanges policy.

 

Is my personal information kept private?

The supply of your personal information is necessary for Tribe to process and deliver your order, provide superior service, and to engage in promotional and marketing communications with you.

The security of your personal information is important to Tribe and we have taken precautions to ensure that your personal information is secure from any unauthorised parties. Tribe uses Secure Socket Layer (“SSL”) technology. SSL technology encrypts all your personal information to keep it secure. Information collected is stored securely and not available to the public.

Tribe uses PayPal as its payment gateway. As such, Tribe is not in a position to see or retain your personal credit card information.

 

What is Tribe’s privacy policy?

Tribe understands that maintaining the privacy of your personal information is important to all our customers. Maintaining your trust and ensuring that you feel assured of the security of your personal data is important to us.

 

Policy Coverage

Tribe’s privacy policy (“Privacy Policy”) covers Tribe’s use of personal information obtained from customers and users of Tribe’s website and services. Our Privacy Policy does not apply to companies which Tribe does not control, or to individuals not under Tribe’s employment or management.

 

Collection and Use of Personal Information

Tribe collects personal information fairly and lawfully, with the utmost regard for its security. Your personal information is collected when you place an order, buy a gift certificate or register for any services offered by Tribe. The information obtained is used to enable Tribe to process and deliver orders, to provide superior service, and to engage in promotional and marketing communications with you.

To process and deliver an order, Tribe will need to retain personal information such as your name, email address, phone number, shipping and credit card billing addresses. However, we will take precautions to ensure that your personal information is secure from any unauthorised parties.

Please note that by using Tribe’s website, you are consenting to the collection of such information by Tribe.

 

Sharing of Personal Information

Tribe will not disclose your personal information to any third parties, except where: you have consented to the sharing of your personal information; the disclosure is required by law; the disclosure is made to our agents or contractors who perform business tasks on our behalf; or where disclosure is made in connection with contests where we publicly disclose the name, city and /or country of contest winners.

 

Electronic Communications

Tribe sends out electronic communications via email newsletters regarding new products, promotional offers, contests, and other updates. Your personal data is only used by us for marketing purposes, and will not be shared with any third-party agencies. If you prefer not to receive such communications from us, please unsubscribe from our mailing list by clicking on the ‘unsubscribe’ link displayed in our email newsletters.

 

Cookies

A “cookie” is a feature built into your web browser that identifies your computer, but does not personally identify you. Tribe uses cookies to provide data on the web browsing patterns of our users, shopping preferences, and previous purchases, to help provide a better shopping experience. Cookies only provide aggregated data and are not used to collect any personal information, nor are they used in combination with personal information you have provided us. Should you be uncomfortable with receiving cookies, you can adjust the settings on your browser to not automatically receive cookies, or to reject cookies. Please note that if you have opted to reject cookies, some features of our website may not be available for your use.

 

Security /Online Ordering Security

Tribe cannot ensure the absolute security of any information you provide as the secure transmission of personal information over the internet cannot be 100% guaranteed, so the transmission of your personal information is at your own risk. However, our website utilises SSL encryption technology which encrypts all personal information which we collect from you. Information collected is stored securely and not made available to the public.

 

Copyright

Copyright in the information on Tribe’s website is owned by Tribe. Our website or any portion thereof may not be reproduced, duplicated, copied or otherwise used for any purpose that is not expressly permitted by Tribe.

 

Changes

Tribe reserves the right to make amendments to our Privacy Policy at any time, effective upon posting on our website. We encourage you to remain updated on the terms of our Privacy Policy. Tribe’s Privacy Policy was last updated on 27 July 2011.

 

How do I clean and care for my Tribe products?

Tribe’s baby bags and accessories are made from genuine leather. Each item will carry small individual differences. Grain, texture and colour variations, shoulder and neck wrinkles, and healed scars are natural characteristics of leather and should not be considered to be imperfections. Such variations and surface characteristics attest to the authenticity of the leather and are part of its natural beauty. These marks give each bag a unique and personal quality.

Leather is a beautiful natural material known for its strength and durability. Regularly treating your bag with an appropriate water stop spray will help reduce dirt and water marks and assist in preserving the natural characteristics of leather. If your bag comes in contact with water or other liquids, remove immediately any residual moisture with a paper towel and allow the leather to dry slowly and naturally.

Like all natural materials, leather will show signs of wear and tear with use (this may include some colour fading on areas which regularly come into contact with other surfaces). Care should be taken to prevent scratching and marking; do not place your bag on rough or sharp surfaces. Conditioning the bag every few months will enhance the durability, and overall condition and appearance of the leather.

When treating your bag with water stop spray or leather conditioner, first test the spray/conditioner on an inconspicuous area (such as the bottom of the bag) and allow it to dry completely, observing if there is any resulting colour discolouration or other reactions before treating other areas of the bag. Always use a clean white cloth to avoid any colour transfer from the cloth to your bag.

Care should be taken to avoid rubbing your bag against fragile or lightly-coloured clothing.

Do not place your bag in direct heat or direct sunlight for prolonged periods as this may cause colour fading.

 

Does Tribe offer repairs and replacement?

If you are experiencing any problems with your Tribe products, please contact us as soon as possible, so that we may arrange for an evaluation of your item. Tribe has the discretion to offer repairs or replacements after evaluation. If Tribe considers that your item suffers from a defect, we will offer free repair. Tribe also reserves the right, but is under no obligation, to replace your item with the same or a substantially similar item. Tribe does not offer repairs and replacements for items which have been damaged by improper use, accidents, or normal wear and tear.

 

Does Tribe have a mailing list? How do I subscribe?

Tribe sends regular emails regarding promotional offers and product updates. To subscribe, you may sign up on the “Join Mailing List” field which appears at the bottom right of each of our website pages.

 

How do I unsubscribe from Tribe’s mailing list?

To unsubscribe from Tribe’s mailing list, simply click the ‘unsubscribe’ link which is contained in all Tribe’s email newsletters. You may also unsubscribe by completing and submitting Tribe’s online Contact Form.

 

How can I contact Tribe?

Please complete and submit Tribe’s online Contact Form and our customer service team will respond to you at the earliest opportunity. Alternatively, you can call our office at +65 6467 0097 during Singapore office hours.