Frequently asked Questions

RETURNS

Yes, you can!

For online purchases: You can return your item(s) to us, as long as they reach us within 14 calendar days of the delivery date for local Singapore orders. We accept returns for items that are unworn, unwashed and unused, so long as their tags are unaltered and intact and the integrity of the packaging is unharmed. You will be issued a refund which may take up to 14 business days to process. Delivery fees, if any, will not be refunded.

For international online purchases: You can return your item(s) to us, as long as they reach us within 14 calendar days of the delivery date. Delivery of the returned items will be not be bared by us. Once we have received your item, we will then notify you via email and process the refund. Delivery fees, if any, will not be refunded.

 

For in store purchases: Purchases made in Boarding Gate stores cannot be returned. However, you can easily exchange your item(s) at our stores.

*Purchase of sale items (luggage, travel accessories, and bags) are final and cannot be returned or exchanged.

First, fill in the return request form here

Once the form is filled, please proceed with a return via any of these 2 methods:

1) Drop it off at one of our stores: It’s free!

Drop your parcel off at the cashier at any of our stores within 14 calendar days of the delivery date for local Singapore orders.
You will receive your refund within 21 business days* after dropping off your parcel at our store.

To view the our different store locations, click here.

2) Mail it back to us:

  1. Pack the item(s)
  2. Send your parcel using a traceable** mode of delivery to: 9 Tai Seng Link, Lee King Hwa Building, Singapore 534053
  3. Your return will be processed within 21 working days from the day we receive your parcel.

*Please ensure that your return order fulfills our Returns Policy before dropping it off at store, as the order will only be checked during processing after the parcel has been transferred to our office.
**We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.

The return request form can be found here. All return requests will be processed via the return request forms. This is part of the return policy, enforced on 25th May 2022. Hence, please fill in the return request form before proceeding to return your order. 

Returns will be processed within 21 business days (not inclusive of weekends and Singapore public holidays) from the date we receive your parcel.
We’ll drop you an email update once your return has been processed!

Your refunds will be debited back to the credit cards that was used to purchase your items.

Fees will not be charged for returns. All you have to do is cover the postage to send the item back to us and we’ll take care of everything else!

EXCHANGES

For online purchases: You are welcome to exchange your online order at any of our stores!  If the desired item is of a higher price, you may top up the difference with our cashier. If the desired item is of a lower price, unfortunately we are unable to refund the difference.

We accept exchanges for items that are unworn, unwashed, unaltered, and with their tags & packaging unaltered and intact.
All exchanges / returns at our store excludes sale items which includes travel accessories, luggage and bags. Please note that all exchanges are final, i.e. exchanged items cannot be further returned or exchanged.

The full addresses of our stores are listed here!

LOCAL DELIVERY

Upon order confirmation, we’ll need up to 2 business days to process and pack your parcel. It’ll then be dispatched to our local courier partners ( JANIO ) for delivery.

We currently offer three delivery options so that you can choose the one that best suits your needs!

  • Normal Delivery: $5 surcharge. Within 5 business days upon dispatch.
  • Free Delivery above $80 spent: Within 5 business days upon dispatch.
  • Collect In Stores: Free! Orders will be ready for collection after 7 business days upon order confirmation. (Excluding weekends, eve & public holidays)

Longer processing time may be required during promotions, holidays, and festive season.

At the moment, you are not able to receive a tracking number directly from us. However, a text message from urban fox will indicate your tracking number, once shipment has been confirmed and ready for delivery. This will take about 1-2 working days after you have received an email notification stating that your order is being packed. From there, you will be able to track your order @ https://www.urbanfox.asia/courier-tracking/tracking/

Do feel free to email us in regards to your order at boarding@boardinggate.com.sg

Do look out for email notifications that we will be sending via email in regards to your order.

If you have trouble retrieving information about your delivery, email us at boarding@boardinggate.com.sg with your order number and we will be happy to assist you.

We generally do not deliver to army camps, hotels, and most of the islands in Singapore (only because we aren’t allowed to!).

For more information, email us at boarding@boardinggate.com.sg.

Yes, you may pick up your orders in any one of our stores in Singapore!

Simply choose any convenient stores upon checkout and wait a maximum of 7 working days for your order to be ready for collection! 

You will receive an email notification to let you know that your order is ready for your collection!

Orders not collected after 14 days of the email notification will be returned back to our warehouse and we will proceed with a full refund. Do kindly email us if you need an extension from the 14 day collection period.

INTERNATIONAL DELIVERY

Yes we deliver worldwide! DHL Express is our courier partner for all international deliveries.

All international shipping charges will be automatically calculated upon checkout.

For more info on DHL Express, click here.

Note: Depending on the destination country, customs clearance may cause delays in final delivery.

Do look out for email notifications that we will be sending via email in regards to your order.

DHL Express will also email you a tracking number, once the shipment is initiated, which you can track here.

If you have trouble retrieving information about your delivery, email us at boarding@boardinggate.com.sg with your order number and we will be happy to assist you.

The shipping fee paid during checkout is not inclusive of customs and import duties (duty delivered unpaid). You’ll be charged if there’s any fees involved. Our courier partner DHL Express will get in touch with you if there are any duties to be paid.

In most countries, any customs or import duties are only charged once the parcel reaches its destination. Boarding Gate does not have control over these charges hence we are unable to include it in the shipping fee or advise on how much the cost will be as it varies between countries.

Boarding gate is not responsible for any tax charges that may incur from the country the products are being delivered to. Any custom duties or tax charges are the responsibility of the customer. Failure to pay the custom duties or tax charges will result to a forfeit of the order and we will not be refunding the order at all.

Customers may select from either DHL Express or NinjaVan (For selected South East Asia Regions). Shipping fees will be calculated automatically based on the courier service selected.

In order to avoid unplanned cost, it will be good to check with your local customs office before placing an order.

Here are some links which may be useful for you:

– Brunei
– Philippines
– Thailand
– Cambodia
– Vietnam
– Australia
– New Zealand
– China
– Japan
– Canada
– USA

PAYMENT

For online purchases: We offer the following modes of payment – Visa, American Express and Mastercard.
For in store purchases: We accept cash in local currency (SGD) and most major credit cards.

Orders with “Pending Credit Card Payment” statuses will be automatically cancelled after an hour. Any promo codes applied in the order will be automatically reinstated as well!

ORDER ISSUES

We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation.

For more information on how to return your order, refer to the ‘Returns’ section for more details.

We’re extremely sorry for sending you a defective item!

For online purchases: Please email us at boarding@boardinggate.com.sg within 14 calendar days of receiving your order with the following information:

  1. Your order number
  2. The name/ product code of the defected item
  3. Photograph of the defect

Boarding Gate team will be in touch on the next steps to take and advise on the availability of replacement.

Alternatively, you can head to any of our stores and make 1 to 1 exchange there, subject to stock availability.

We’re so sorry for mixing up your order!

Please email us at boarding@boardinggate.com.sg within 14 calendar days of receiving your order with the following information:

  1. Your order number
  2. The name/ product code of item you have ordered
  3. The name/ product code of item you have received
  4. A photograph of the picking list

Boarding Gate Team will be in touch on the next steps to take and advise on the availability of replacement.

Fret not! Do a quick check through your email inbox to see if our team has already reached out to you separately.

If you have not received any notice from us, please email us at boarding@boardinggate.com.sg with the following information:

  1. Your order number
  2. The name/ product code of the missing item
  3. A photograph of the picking list

Boarding Gate Team will run a check for you!

HOW TO SHOP

You can make a purchase via our website (international) or visit our stores ( find our different store locations here).

Prices listed on https://boardinggate.com.sg/ are in Singapore Dollars (SGD)

When making a purchase on https://boardinggate.com.sg/

Choose the categories (Bags, Luggage, Travel Accessories) or brands (Bellroy, Pacsafe, Osprey and more) that you’re interested in and start browsing.

  1. When you find an item you desire, choose your quantity and add to cart.
  2. Make sure it is the correct size and item that you’ve chosen is in the shopping cart.
  3. You can continue shopping or complete your order by viewing your shopping cart.
  4. If you’d like to process your order, you can log into your account or sign up for a new account if it’s your first time purchasing.
  5. Check that your delivery address is correct.
  6. Choose your preferred delivery method.
  7. Select a payment method.
  8. Confirm your order and you’re done!

You’ll receive an email confirmation immediately when payment is successful.

We are constantly updating the website with more varieties of travel items.
Select the “Notify me when available” button and include in your email, and we will automatically notify you when the item is available.

Alternatively, you can email us @ boarding@boardinggate.com.sg to enquire about the item and our team will gladly assist you.

STILL CAN’T FIND WHAT YOU’RE LOOKING FOR?

You can always reach us at boarding@boardinggate.com.sg and we’ll do our best to get back to you as soon as possible. Do ensure to include all relevant details like order information, photos or anything else that will allow us help you better. Our Customer Care team works on all weekdays (9am – 6pm SGT), excluding Singapore public holidays.