1. What payment methods are accepted?
    We accept a range of secure and commonly used payment methods for online purchases, including:

Visa

Mastercard

American Express

Apple Pay

Google Pay

All payments are processed securely through recognised international payment gateways. The available payment options will be displayed at checkout and may vary depending on the customer’s country and device.

  1. Where do you deliver to?
    We deliver orders to customers across European countries and selected international destinations where our courier services are available.
  2. How is my order processed and delivered?
    Orders are prepared and dispatched directly from our fulfilment centre in Singapore.

Processing time: 1–3 working days

Delivery time: 5–10 working days (depending on the destination and local postal conditions).

We work exclusively with established international logistics providers, including DHL, FedEx, and UPS Priority services.

Once your order is handed to the carrier, tracking information will be generated. Updates will be sent automatically to the email address provided at checkout, reflecting key delivery stages such as dispatch, arrival at sorting facilities, and local delivery progress.

If an order exceeds the expected delivery timeframe due to exceptional logistics or customs delays, please contact our support team. We will investigate with the carrier within 48 hours. If an order is officially confirmed as lost in transit, or if it fails to arrive within 30 business days from the date of dispatch, we will provide an immediate resolution, including a free replacement or a full refund, ensuring your purchase is fully protected.

  1. What is your return policy?
    In accordance with the European Consumer Rights Directive, customers located in the European Union are entitled to a 14-day withdrawal period.

During this period, customers may request a return of their order without providing a reason, provided the request is submitted within 14 days of receiving the goods.

To initiate a return, please contact customer support by email using the details provided below. For change-of-mind returns under the 14-day withdrawal period, the items must be unused, in their original condition and packaging, and the return shipping costs are the responsibility of the customer. Upon receipt and successful inspection of the returned items, a full refund (including the cost of standard outbound delivery) will be processed back to your original payment method within 3–5 working days.

  1. What if an item arrives damaged or faulty?
    If an item arrives in a damaged or defective condition, please contact our customer support team by email within 14 days of delivery and provide clear photographic or video evidence of the issue.

We will review the evidence within 2 working days. Upon verification, we will issue a full refund or dispatch a replacement at no extra cost to you. Depending on our assessment, we will advise whether a physical return or certified safe disposal of the affected product is required.

  1. How can I contact customer support?
    For any enquiries regarding orders, delivery, or returns, please contact our dedicated team:

Email: silicone@siliconspillprooflidmat.com

Phone: +65 91291202

Company Name: KITCHIN TOOLS PTE. LTD.

Registered Office Address: 4 Jalan Mat Jambol, #01-04, Bijou, Singapore 119555

Company Registration Number: 201926953W