Strawberry Pencils

We pack every order with care and aim to ship as quickly as possible. Orders are typically processed within 1–2 business days, and standard delivery takes around 3–5 business days, depending on your location and the courier’s schedule.

During peak periods and festive seasons, delivery timelines may be slightly longer due to higher parcel volumes.

If you need your order urgently, express delivery may be available at checkout for an additional fee. We’ll always do our best to help your treats arrive in time for your special moments.

You may also choose to pick up your order directly from our store if you prefer a faster option. Pick-ups are available Tuesday to Sunday, 6:00pm–8:00pm.

As we operate mainly on an appointment basis, please remember to book a pick-up slot in advance, as we may have earlier in-store sessions or Candy Omakase bookings.

We take great care in preparing every order, and we hope you’ll love your treats and items as much as we do. As our products are food and beverage items that are carefully handled and packed for each order, all sales are final. We are unable to accept returns, exchanges, or refunds for reasons such as change of mind, personal preference, or ordering the wrong item.

If your order arrives damaged or not as described, please contact us within 48 hours of receiving it. Kindly include your order number and a few clear photos of the affected items and packaging so our team can assist you promptly. We’ll review your case and provide the appropriate next steps in line with our quality assurance and consumer protection guidelines.

• Items must remain unused and in their original condition.
  
• All seals, labels, and packaging should be intact as received.

Please note that delivery fees are non-refundable, except where an item is confirmed to be damaged or incorrectly supplied. Approved refunds will be issued as store credit only (not cash) and must be used for future purchases before the stated expiry date, if applicable.

We are unable to offer refunds or returns for:

• Heat-related changes such as melting or softening after dispatch
  
• Courier handling issues or delivery delays once the parcel has been handed over
  
• Improper storage conditions after delivery

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete. Orders returned due to incorrect or unverified addresses will not be eligible for a refund. Resending of items will require an additional delivery fee, or customers may opt to self-collect by appointment.

We appreciate your understanding as we maintain the highest hygiene, freshness, and safety standards for all Crumbsy Co products.