FAQ

Delivery

WHAT ARE THE DELIVERY CHARGES?

We are offering free local delivery for our valued customers and partners for any orders above SGD 150.

For orders below SGD 150, shipping fee is SGD 6.50 (by courier)

We are unable to ship internationally at this moment.

*We reserve the right to modify delivery charges without prior notification.

Deliveries usually take 3 – 7 working days after the order is dispatched and will be delivered by a courier. Under exceptional circumstances orders may take longer than the published timings to be delivered.

We don’t deliver to PO Box, military camps or facilities and most of the islands in Singapore. Please provide a full delivery address in English and telephone contact number when you place your order to avoid delays.

Please note that during certain busy periods such as Chinese New Year, Easter, Sale, Christmas and other holidays, orders may take a little longer than usual to be dispatched and delivered.

HOW LONG DO DELIVERIES TAKE?

We aim to dispatch your order within a maximum of 3 - 7 working days, but please allow up to 7 working days from confirmation of order for delivery. We will email you once your order has been dispatched. All orders will be shipped using a courier service and a signature is required upon delivery, so please ensure that there will be someone available to receive and sign for your order.

HAS MY ORDER BEEN DISPATCHED YET?

When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 7 working days after placing an order please contact us at hello@prettyballerinas.com.sg

CAN I SHIP TO AN ALTERNATIVE ADDRESS?

You can choose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the delivery address once the order has been placed. If you need immediate assistance, please reach us at hello@prettyballerinas.com.sg

DO I NEED TO SIGN FOR MY ORDER?

All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

Orders

DO I NEED TO HAVE AN ACCOUNT TO PLACE AN ORDER?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders and many more.

I HAVE FORGOTTEN MY PASSWORD

Don’t worry, it happens. Just go to My Account, click on the ‘Forgot your password’ link and enter the email address you registered with. You will receive an email shortly reminding you of your password.

WHAT SIZES ARE USED ON THE SITE?

All sizes are European sizes unless stated otherwise.

WHY ARE THE PRICES DIFFERENT ONLINE AND IN STORE?

From time to time our stores may run special local promotions that may not be available on our website or we may offer special discounts online that are not available in stores.

HOW WILL I KNOW YOU RECEIVED MY ORDER?

We will send you a confirmation email straight after your order has been placed. If you do not see this email in your inbox please check your junk/spam folder.

CAN I CHANGE AN EXISTING ORDER?

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process. If you need any assistance, please contact us immediately at hello@prettyballerinas.com.sg

CAN I CANCEL AN ORDER ONCE IT HAS BEEN PLACED?

You can’t cancel an order once it is placed. If you need any assistance, please contact us at hello@prettyballerinas.com.sg as soon as possible. If your order has already been dispatched, you can return it within 14 days of receipt of item.

WHY WAS MY ORDER CANCELLED?

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we will let you know as soon as possible.

WHAT PAYMENT METHODS CAN I USE?

Payments are Powered by Shopify Pay. We accept Mastercard, Visa and Amex.

WHAT CURRENCIES DO YOU ACCEPT?

All transactions will be made in Singapore Dollars. All prices displayed online are inclusive of 7% GST.

WHAT ARE YOUR COMPANY DETAILS?

Pretty Ballerinas are sold to you by the following company - this is the name that will appear on your credit card statement

Company address:

FJ Benjamin (Singapore) Pte Ltd
1 Jalan Kilang Timor Pacific Tech Centre #07-01 Singapore 159303

Email: hello@prettyballerinas.com.sg

Returns Policy

HOW LONG DO I HAVE TO RETURN MY SHOES?

You can return any item for an exchange or refund within 14 working days of receipt of item.

DO I HAVE TO PAY FOR MY RETURN?

We offer Free Returns for orders more than SGD 150. Please send us an email at hello@prettyballerinas.com.sg with your order number to facilitate a return.

HOW DO I RETURN AN ITEM?

Returned items must be unworn and in their original box. They must also be accompanied with a copy of the invoice and your indications as to whether you require a refund or an exchange. If you wish to exchange please indicate clearly the new size / model required. Return will only be acceptable if they are in conditions mentioned above.

Please note that if the shoes you select for an exchange are more expensive, you will need to pay for the price difference. If the shoes you wish to exchange to are less expensive than those you return, we will refund you the price difference.

Please note that we do not refund postage cost for returned items.

We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

To make your return quicker please:

Return your shoes in their original condition as they will be inspected upon return. Any shoes that show signs of having been worn may not be accepted by us and returned to the customer. Send them back via your local post office, registered mail and get proof of postage. PrettyBallerinas.com.sg is not liable for goods in transit until they reach our facilities. You may also bring the item to the address provided.

To Return:

Send us an email at hello@prettyballerinas.com.sg with your order number. Tell us if you require an exchange or a refund. Once your goods are accepted back into stock you will be issued with an exchange or refund. After the We will refund the card originally used for payment in 14 working days.

HOW LONG DOES IT TAKE FOR A RETURN TO BE PROCESSED?

Once the Return goods are received and passed Inspection, Returns usually take 14 working days to be credited back to your account after receipt of goods. Once we have processed your return or exchange, we will send you an email to let you know it has been processed. If we are unable to provide you with an exchange, we will send you an email to notify you.

THE COLOUR OF MY SHOES DIFFER FROM THE COLOUR ON THE SCREEN

We have made every effort to display as accurately as possible the colours of our products on the website. However, please note that the colour of products depends on the settings of your monitor.

Privacy Policy

Pretty Ballerinas takes your privacy very seriously and treats all your personal information as confidential. This privacy policy sets out how we treat your personal information and what we use it for. This policy applies whether you contact us through our website or through a store, promotion or any other channel.

Information About Us

We are FJ Benjamin Pte Ltd, a Franchise Partner of Jaime Mascaro, S.A. We operate the website at prettyballerinas.com.sg (the "Site") and when you buy a product from the Site ("Product"), you buy it from FJ Benjamin.

We're a company registered in Singapore with company registration number 199000027E. Our registered office is FJ Benjamin (Singapore) Pte Ltd, 1 Jalan Kilang Timor, #07-01 Pacific Tech Centre, Singapore 159303.

If you need to contact us, see our Contact us page for a list of the different ways you can reach us.

Information Collected

Website: When you place an order or set up an account through our Pretty Ballerinas website, FJ Benjamin Pte Ltd will collect your name, billing address, delivery address, contact details (including email and Mobile numbers), gender and password. We will also keep details of all of your orders. We will collect information about your use of our website. We do not hold your payment card details. Financial transactions take place directly and securely with our payment provider.

E-receipts: If you sign up to receive e-receipts in our Pretty Ballerinas website, FJ Benjamin Pte Ltd. will collect your name, email address, home address, date of birth and gender, Mobile number.

Competitions, promotions: If you enter a competition or promotion we are running, we may ask you to provide your name, email address, home address, mobile number and gender.

Customer services: If you contact our customer services representatives, we might will ask you to provide your name, email address and home address, mobile number, and the reasons for contacting us.

Opting into direct marketing: When you contact us through any of these channels, we will ask you whether you want to opt into receiving our newsletter and other marketing communications from us. If you decide to opt in, FJ Benjamin Pte Ltd. will record this opt in on your customer profile.

What We Use Your Information For

Web: When you place an order or set up an account through our Pretty Ballerinas website, we will use your personal data to:

  • process your orders, communicate with you about your orders, and deliver your products;
  • update our records and maintain your account with us;
  • prevent or detect fraud;
  • ask for feedback on our products, website and services;
  • conduct market research;
  • monitor your browsing history within our website so that we can (i) provide you with information and suggestions to help you to improve your browsing experience; and (ii) improve our website and any services we offer to you or the public.
  • E-receipts: If you sign up to receive e-receipts in our Pretty Ballerinas Website we will use your personal data to send you an electronic receipt for the products you purchase in-store.
  • Competitions, promotions: If you enter a competition or promotion, we will use your personal data to administer the competition or promotion.
  • Customer services: If you contact our customer services representatives, we will use your personal data to investigate and resolve your query.
  • Direct marketing: If you have opted in to receive marketing communications from us, we will use your personal data to notify you of Pretty Ballerinas products, promotions, competitions and special offers that may be of interest to you. These notifications will be sent to you online (either by email as a newsletter, or by social media or search engine as banners or adverts).

How Long We Keep Your Information For

We will keep your information for the following periods of time:

  • Web: If you set up an account through our Pretty Ballerinas website, we will retain your personal data within the website for three years after your last order. If you use a guest check out without setting up an account, we will retain your personal data within the website database for 90 days. Data relating to each of your orders will be kept for seven years.
  • E-receipts: If you sign up to receive e-receipts in our Pretty Ballerinas website store, we will retain your personal data for seven years.
  • Competitions, promotions: If you enter a competition or promotion, we will delete your personal data as soon as we have completed the competition or promotion.
  • Customer services: If you contact our customer services representatives, we retain your personal data for seven years.

How To Opt Out

If you have opted in to receiving marketing communications from us, you can opt out at any time by:

  • emailing us at hello@prettyballerinas.com.sg with the word "unsubscribe" in the subject line;
  • clicking on "unsubscribe" on any marketing email you receive from us; or
  • logging into "My Account" on the website and editing your account details.

Please allow up to 5 days for unsubscribe requests to be processed.

For guidance on how to turn off cookies, see section 8. Cookies below.

Disclosure Of Your Information

We may share your personal data with any company within the FJ Benjamin Pte Ltd group of companies for the purposes listed in this policy.

We will not disclose your personal information to any third party except as follows:

If you have opted in to receiving marketing communications, we may share your information our third party service providers who provide email distribution services or with social media companies providing digital marketing services.

We will provide your personal data to our business partners who provide, ordering, logistics, fulfilment, and other services in order to process your orders, deliver your products, and provide customer care.

We may provide your personal data to agencies undertaking market research and analysis on our behalf. They may contact you by email or telephone to ask you for your feedback and comments on our products, website and services.

All of these disclosures would be made under contractual arrangements to ensure confidentiality, and carried out in accordance with the requirements of the relevant Data Protection regulations.

We may also use aggregated information and statistics for the purposes of monitoring website usage in order to help us develop the website and our services. We may provide such aggregated information to third parties, but these statistics will not include information that can be used to identify any individual.

Promotions and Promotional Codes

Promotional codes cannot be combined with other offers, promotions or promotional codes.

Promotional codes are only valid with purchases made through www.prettyballerinas.com.sg. Purchases made in Pretty Ballerinas stores are not eligible.

If the promotion has a minimum purchase requirement, the promotion will no longer apply when partial returns are made. The refunded amount will exclude that of the promotional amount.

No extension of promotions or promotional codes will be entertained.

F J Benjamin (Singapore) Pte Ltd reserves the right to amend any terms and conditions without prior notice.

F J Benjamin (Singapore) Pte Ltd reserves the right to cancel any promotions or promotional codes without prior notice.