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Customer Care

About the Company

onlyBrown is an online retail brand by Project Midas (Registration number: 53174521W) - a Singapore registered company.


Registered address

5, Everton Park
#01-22A
Singapore 080005


Ways To Contact Us

  1. Contact Us Form 
  2. Email: cs@onlybrown.com
  3. Contact No.: +65 8809 4935
  4. Instagram Message @onlybrownsg_official
  5. Facebook Message

Product

  1. Origin
    1. Our leather products are curated from United Kingdom, Spain and other parts of Europe that are known for excellence in design and leather craftsmanship.
    2. All leather products are imported or sourced directly from brand owners,  manufacturers and/or individual leather artisans. You can be assured that products available on onlyBrown are not seconds (imperfections or product flaws) or counterfeits.

  2. Use of leather
    All leather products are made with genuine fine leather such as bridle or a combination of leather and other materials such as fabric to achieve a balance in design and functionality. For more information, please refer to individual product descriptions.

  3. Colour
    We have done our best to display as accurately as possible the colours of the products shown on this Web site. But due to variation in your monitor resolution, we cannot guarantee that your monitor’s display of any colours will be accurate.

  4. Packaging
    1. All products come in their original packaging unless otherwise stated.
    2. Customers will receive their products with original packaging (if any) packed in a separate, specially designed onlyBrown gift box. The box is complimentary for our customers.

  5. Product Care
    Your investment in a fine leather product deserves proper care to ensure it is in pristine condition. And the simplest way is to use it! For your leather to look better over time, here are some tips for on-going maintenance:
    1. Protection
      • Avoid direct heat source for prolong period to prevent dry out or cracks. Eg. on the dashboard of your car.
      • Keep leather dry. If it gets wet, let it dry naturally.
      • Clean and condition your leather often to prevent cracking/dry out and to bring back the sheen and suppleness. IMPORTANT: When using any cleaning solutions on leather, always test it on an inconspicuous area.
      • Avoid placing sharp objects such as keys with leather to prevent scratches.
      • Avoid possible contact with inks, oil and fragrance.
      • Always placed unused leather products in a box or dust bag. Tip: Reuse the original packaging for storage.
      • Avoid overstretching a wallet/card holders with too many cards. It will cause the leather to lose its shape.

    2. Stains
      • For surface dirt, clean with a damp cloth and let dry.
      • Treat stains from food/skin by blotting it with a piece of clean, dry cloth. Do not wipe as it will spread the stain.
      • Do not scrub or brush a stain on a particular spot as it may lighten the color of the leather.
      • Do not leave printed items such as newspapers or magazines on leather as the inks may bleed onto the surface.
      • Be mindful of color transfer from new denim apparels. Some color dyes on denim may not be stable and may transfer its color onto lighter leather accessories.
      • For stubborn stains or whenever you are in doubt, always bring your leather to a professional for treatment.

Payment

  1. Currency
    1. All prices shown are by default denominated in Singapore Dollars.
    2. All transactions are in Singapore Dollars.
    3. If your currency is not denominated in Singapore Dollars, we have included a currency converter feature for your shopping convenience. NOTE: All prices in foreign currencies displayed are estimates only.

  2. Payment Options
    We use PayPal as a payment solution that allows our customers to make payment on PayPal’s own secure payment gateway. PayPal accepts VISA, MasterCard and AMEX.

  3. Security
    We appreciate the importance of payment security for any online purchases. For peace of mind, you are encouraged to click here to understand how PayPal is protecting information.

  4. Promotion/Discount codes
    Promotion or discount codes can be entered during Check Out in the box provided.

  5. Customs, Duties & Taxes
    1. All displayed prices do not include sales tax or Goods & Services Tax (GST) as commonly known in Singapore. Currently, it is not required for onlyBrown to be registered under the GST Act in Singapore.
    2. For shipping OUTSIDE Singapore, please ensure that the product(s) you ordered from onlyBrown can be lawfully imported to the destination country. You may also be subjected to import taxes, customs duties and fees levied by the destination country. Any additional charges by customs  will also be borne by you. For reference, you may wish to click on this link. Note: Information found in this link does not seek to replace any official information. For more accurate information, you are advised to contact your local customs office.

Shipping Information

Singapore

  1. Destinations
    We provide door-to-door delivery (signed for) to all locations in Singapore except airports, military addresses and P.O boxes.

  2. Charges
    Shipping is FREE (S$50 and above) in Singapore. Orders below S$50 is S$5.

  3. Our courier partners
    1. We work only with established and reliable courier partners to ensure that your parcel is received safely in the best possible condition.
    2. We will constantly monitor and review our working relationship with our partners to ensure that service levels are well maintained and acceptable. If necessary, we may work with different partners without prior notice.

  4. Delivery Time
    Delivery usually takes 1 to 2 working days upon order completion. But it may take slightly longer during SALE or promotional period. Orders received on Tuesdays (we are closed), Saturdays, Sundays and Public holidays (based on the Singapore annual calendar) will be processed the next working day.

    If no one is at available at the shipping address to receive the parcel, you will get a note to arrange for a re-delivery. Please arrange for re-delivery as soon as possible as parcel will usually be returned to us after 7 days. To resend the unclaimed or returned parcel, you will be recharged delivery costs.

  5. Order Tracking
    A tracking number or otherwise known as airway bill number or consignment note number will be provided for you to check on the status of delivery via the website of our courier partner.

  6. Delivery to multiple addresses under a single order
    Due to system constraints, we can only deliver to a single address per order. For delivery to multiple addresses, please put through separate orders. We apologize for any inconvenience caused.

International

  1. Destinations
    We provide door-to-door shipping to most international destinations except airports, military addresses and P.O boxes.

  2. Charges
    1. For Asia, a flat shipping charge of S$20 is applicable (excluding any import taxes, custom duties and fees) to one destination.
    2. For all other destinations, a flat shipping charge of S$40 (excluding any import taxes, custom duties and fees) is applicable to one destination country.
    3. From time to time, we may offer Free International Shipping (either with or without minimum spend) promotion. Do keep a lookout.

  3. Delivery Time
    Delivery usually takes between 2 to 4 working days upon order completion. But it may take up to 14 working days depending on location, public holidays and possible custom clearance and delay. However, orders processed on Saturdays, Sundays and Public holidays (based on the Singapore annual calendar) will be arranged for delivery the next working day. 

    If no one is at available at the shipping address to receive the parcel(s), you will get a note to arrange for a redelivery. Please arrange for redelivery as soon as possible as parcel(s) will usually be returned to us after 7 days. And redelivery costs can be costly. To resend the unclaimed or returned parcel, you will be recharged cost of freight plus the cost of returned parcel to us.
     
  4. Our Courier Partners
    1. We work with established and reliable courier partners to ensure that your parcel is received safely in the best possible condition.
    2. We will constantly monitor and review our working relationship with our partners to ensure that service levels are well maintained and acceptable. If necessary, we may work with different partners without prior notice.
    3. Currently, we are working with FedEx and Singpost for international delivery.

  5. Order Tracking
    A tracking number or otherwise known as airway bill number or consignment note number will be provided for you to check on the status of delivery via the website of our courier partner.

  6. Delivery to multiple addresses under a single order
    Due to system constraints, we can only deliver to a single address per order. For delivery to multiple addresses, please put through separate orders. We apologize for any inconvenience caused.

Returns Policy

Conditions for Returns & Exchanges

  1. To ensure that our products reach you in excellent condition, we exercise proper care in product handling, product inspection and packaging.
     
  2. Returns due to defects rarely happens. We strongly advise you to inspect your product carefully upon receipt. Regrettably, if a return is necessary due to any defects, please inform us within 7 days upon receipt of your product. We strive to resolve any returns amicably with you in the shortest time possible. Note: More often than not, the inherent characteristics of leather such as non-uniform color on leather is mistaken as a defect. Such “nice imperfection” is what makes each leather product unique for owners like you. 
     
  3. Unless an item is defective, all Special or Sale items, Made-To-Order items, Personalized items are non-returnable, non-exchangeable and non-refundable.
     
  4. Exchange request is accepted within 7 days upon receipt of your product. Exchange is allowed for a change in color or size for the same product and subject to stock availability. Strictly no refund. A store credit may be offered, if necessary. NOTE: All shipping (both ways) and related costs that may be incurred for this exchange will be borne by customer.
     
  5. All returned items must be new and unused in the same original packaging (includes tags, authenticity cards/tags, dust bags, boxes etc) used to deliver to you. Also, returned items must not be damaged, soiled or altered. If these conditions are not met, we have to respectfully decline the return.

Return Procedures

IMPORTANT: Please do not return any parcels until you receive a confirmation from us. We will not be responsible for any lost or misplaced parcels (including shipping and other costs which may be incurred in returning the parcel to us).
  1. For damaged or defective products
    1. Please email Customer Service at cs@onlybrown.com indicating order number, reason for return and a description (which may include images) of the damage or defect.
    2. Once we have verified your claim, we will inform you with regards to replacement. Cost of collection and subsequent delivery of replacement will be borne by us. 
    3. All conditions of returns MUST be met, otherwise, we have to respectfully decline your return.
    4. If the replacement product is out of stock, we will refund the original purchase amount plus cost of shipping (only applicable for overseas purchase) to the same credit card account that you used for the original purchase from us. Depending on your credit card company, you may experience a slight delay before the refund amount is credited to your account.
       
  2. For exchange
    1. Please email Customer Service at cs@onlybrown.com indicating your order number and reason for exchange.
    2. Once we receive your email, we will confirm on color or size availability. If the color or size requested is available, we will proceed to arrange for exchange.
    3. All conditions of returns must be met, otherwise, we have to respectfully decline your request for exchange.
    4. All shipping (both ways) and related costs that may be incurred for this exchange will be borne by customer.
    5. To ensure that your parcel is returned safely to us, we recommend door-to-door delivery that offers a tracking service. 
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