FAQ

FAQ

FAQ

FAQ

FAQ
FAQ
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FAQ

GENERAL

The Jelly House is based in Singapore and specialises in official, rare and out of print music collectibles.

We carry official merchandise from over 60 different artistes (and growing!), including merchandise from KPOP and western music.

Established in 2008, we ship worldwide and have customers in over 75 countries!

 

Connect with us on our official platforms:

Facebook

Instagram (thejellyhouse)

Youtube

eBay

 

Yes, all album sales will be contribute to both Korea and Japan official music charts.

By default, all prices are listed in USD ($). You may change the default currency to EUR (€) or SGD (SGD$) by selecting from the dropdown menu at the top right hand corner of the website.

Our FAQ page addresses common questions.

If you still can't find an answer to your queries, you can contact us on Instagram (@thejellyhouse) or at ourjellyhouse@gmail.com.

 

We do our best to respond to enquiries within 2 business days (excluding weekends and public holidays).

Our eCommerce platforms are available for purchases 24/7.

 

For customer service, our operating hours are as follows:

Monday - Friday: 10am - 5pm (SGT)

Saturday: 10am - 1pm (SGT)

Sunday: Closed

Eve of public holidays: 10am - 1pm (SGT)

Public holidays: Closed

*We will do our best to reply within 2 business days upon receiving your enquiry.

 

For order dispatch:

Items will be shipped out within 2 business days after receiving cleared payment. 

Business days for shipments exclude weekends and public holidays. 

PAYMENT

Local Orders (Singapore)

We accept payment via:

  • Paypal (USD / SGD / EUR)
    • Credit card
    • Debit card
    • Paypal balance
  • Bank Transfer (SGD*)
  • PayLah! (SGD*)
  • Cash Deposit (SGD*)

*If you would like to make payment in SGD, please contact us for the rates and payment instructions. Please note that items will not be reserved before payment is received.

International Orders

 

We accept payment via:

  • Paypal (USD)
    • Credit card
    • Debit card
    • Paypal balance

No worries! You can make payment via Paypal even without an account.

On the Paypal checkout page, simply checkout as a guest and you will be given the option to pay via credit or debit card.

All product prices and fees listed are in USD / SGD / EUR according to your preferred currency setting (top right corner of the website).

Yes! All payments on our website are facilitated by Paypal and we do not store any credit card numbers on our servers.

SHIPMENT AND DELIVERY

Yes! We ship internationally.

However, we are unable to ship to certain countries due to limitations imposed by the country on imports. These places include:

  • Cuba
  • Chile
  • Dominica
  • French Guiana
  • French Polynesia (Tahiti) Guadeloupe
  • Honduras
  • Libya Martinique
  • Mauritius Island
  • Myanmar
  • New Caledonia
  • Nicaragua
  • Reunion
  • Trinidad und Tobago
  • Turkmenistan
  • Yemen

Please also note that some postal codes may incur an out-of-delivery area surcharge. Shoud this apply to your order, you will be informed once the order is received and given the option to top up the surcharge or receive a refund.

 

Our shipping options are as follows:

Local Orders (Singapore)

  • Courier shipping (to doorstep) 1 - 5 business days

International Orders

  • Courier shipping 2 - 8 business days

 

As of 30 October 2021, we no longer offer Registered Airmail with Tracking options for international shipments.

Please note that shipping times are estimates and may be delayed depending on delivery volumes, customs, and shipping restrictions.

Please also note that business days exclude weekends and public holidays.

**PLEASE EXPECT SHIPPING DELAYS DURING COVID-19 PERIOD DUE TO LIMITED FLIGHTS AVAILABLE.**

Available shipping options and prices are automatically displayed on the checkout page. 

 

If you do not see your preferred shipping option, there may be several possible reasons why:

1) Your order is more than 20.5kg. Please contact us for a shipping quote (only courier mail is available)

2) We are unable to deliver to your region at this time

Please note that as of 30 October 2021, we no longer offer Registered Airmail delivery options for international shipments.

Courier shipping providers do not accept PO box address for delivery, thus, it is not possible for us to ship to PO boxes. Orders with PO box addresses (e.g. FedEx Expedited Shipping) will be cancelled.

Shipping prices and options are automatically calculated on the checkout page before payment.

All orders with in-stock items will be packed and ready to send out within 2 business days after receiving cleared payment

Delivery estimates shown below are in addition to the packing and preparation times.

  • Instock items (to Singapore)

    • Courier shipping (to doorstep) 1 - 5 business days
  • Instock items (to countries outside Singapore)

    • Courier shipping 2 - 5 business days or 6 - 8 business days (depending on your courier choice)

*Please note that as of 30th October 2021, we have stopped offering Registered Airmail shipments for international orders.

  • Pre-order items
    • Shipping times vary. Estimated stock arrival and shipment times will be stated in the listing description. A notification will be sent to you once the item has been shipped out. Please refer to the delivery times above once you receive the notification.

Please note that shipping times are estimates and may be delayed depending on delivery volumes, customs, and shipping restrictions.

Please also note that business days exclude weekends and public holidays.

**PLEASE EXPECT SHIPPING DELAYS DURING COVID-19 PERIOD DUE TO LIMITED FLIGHTS AVAILABLE.**

We do not offer self-collection/meet-ups for orders at this time. All local orders (Singapore) will be shipped via courier mail with tracking number.

Once the item has been dispatched, the tracking number will be provided to you. You can use this tracking number to check the status of your shipment.

International Registered Airmail

If you have opted of registered airmail with tracking, it is normal for the tracking to take a few days to update.

Scans are only updated on business days and at designated checkpoints. This means that when they are en-route (in between checkpoints) e.g. on the truck/plane/waiting for scanning/customs clearance, there will be a period of time when the tracking is stagnant.

If the tracking has not had a new update in 10 business days, you may consider contacting the shipping provider directly to open an enquiry.

If the item has not yet reached your country, please contact DHL eCommerce with the Shipment ID or Tracking ID provided.

If the item has reached your country, please contact your local postal service with the Tracking ID.*

*Please note that as of 30th October 2021, we have stopped offering Registered Airmail shipments for international orders. DHL eCommerce will remain available for tracking and inquiry updates until 31 December 2021.

 

International Courier Shipping

FedEx: You may enquire on the shipment status with FedEx here.

DHL Express: You may enquire on the shipment status with DHL here.

It may take 1-2 business days for the courier to update the latest tracking status. Typically, shipping via FedEx takes 2 - 5 business days to be delivered after reaching the local sorting centre. Shipping via DHL Express typically takes 6 - 8 business days to be delivered after reaching the local sorting centre. 

However, there may be unexpected delays due to high volumes, manpower shortages, customs and other such events. In this case, a tracking update indicating a delay is usually updated. If your item has not arrived and you do not see a new tracking update for more the 5 business days, please reach out to your local FedEx/DHL Express with the Tracking Number.

 

**PLEASE EXPECT SHIPPING DELAYS DURING COVID-19 PERIOD DUE TO LIMITED FLIGHTS AVAILABLE.**

International Registered Airmail

The estimated arrival time is 6 - 18 business days but may take up to 30 business days depending on flight availability, customs, weather etc.

If the estimated delivery time has passed and you have not yet received your item, you can open an enquiry with the shipping provider to check on the item status.

If the item has not yet reached your country, please contact DHL eCommerce with the Shipment ID or Tracking ID provided.

If the item has reached your country, please contact your local postal service with the Tracking ID.*

*Please note that as of 30th October 2021, we have stopped offering Registered Airmail shipments for international orders. DHL eCommerce will remain available for tracking and inquiry updates until 31 December 2021.

 

International Courier Shipping

FedEx: You may enquire on the shipment status with FedEx here.

DHL Express: You may enquire on the shipment status with DHL here.

 

**PLEASE EXPECT SHIPPING DELAYS DURING COVID-19 PERIOD DUE TO LIMITED FLIGHTS AVAILABLE.**

International Registered Airmail

For registered airmail with tracking, the final mile delivery will be carried out by your local postal service.

Usually, at least 2 delivery attempts will be made. You can also check the tracking to view the latest update.

If you have missed 1 or more delivery attempts, please immediately contact your local postal service with your tracking ID as they may still be able to deliver the item if the return process has not yet been initiated.

If the return process has been initiatied, unfortunately, there is no way to redirect the item to be re-shipped until the return is received by us. Returns will usually be received around 4 - 5 months after the return process was initiated.

Once the item is returned, we can reship it to you at an additional cost.

*Please note that as of 30th October 2021, we have stopped offering Registered Airmail shipments for international orders. DHL eCommerce will remain available for tracking and inquiry updates until 31 December 2021.

 

International Courier Shipping

For courier shipping, you will usually receive a call before the item is delivered or if delivery fails. You can also check the tracking to view the latest update.

If you have missed a delivery attempt please follow the instructions provided by the courier to initiate a re-delivery attempt.

In the event an item is undeliverable due to mutliple failed attempts or an incorrect address, and if the item is returned to us, we can reship the item to you at an additional cost.

*Please note that some courier options charge an additional fee for returns. This will be added to the reshipment fee.

From July 1, 2021, VAT will be charged on all commercial goods imported into the EU, regardless of value. This means if you reside in the EU, you will have to pay VAT for parcels regardless of value. VAT will apply at the rate set in your country of residence.

 

Which shipping services are affected?

All shipping options will be affected. Customers in the EU will be subject to the VAT charged by their country plus a handling fee depending on the shipping provider. Should you have questions about the VAT handling charges, it would be best to contact your local shipping provider for accurate advice.

The Jelly House provides multiple shipping options to our customers:

Registered airmail will be handled by DHL eCommerce for the 1st half of the shipment. Once the shipment reaches your country, your local postal service will handle the final mile delivery. Any handling fee will also be decided and collected by your local postal service. As a benchmark, we have been informed that most postal services charge €8 handling fee + VAT for items <€150. This may vary depending on your country. For accurate rates, please check with your local postal service*

*Please note that as of 30th October 2021, we have stopped offering Registered Airmail shipments for international orders. DHL eCommerce will remain available for tracking and inquiry updates until 31 December 2021.

 

Courier mail will be handled by FedEx or DHL Express.

FedEx will typically charge a handling fee of 2.5% on the combined duty and VAT value or €15, whichever is greater + VAT. This may vary depending on your country. Please check your local FedEx website or customer service for accurate fees. 

DHL Express will typically charge a 2% administration fee on the VAT value, with a minimum of €14.50 + VAT. This may vary depending on your country. Please check your local DHL Express website or customer service for accurate fees. 

Depending on your country's laws, your package may be subject to customs tax and VAT.

These charges are forms of tax that are not included with The Jelly House prices or our shipping charge. They will be collected directly from the recipient when the package is delivered, and it will be the recipient's responsibility to complete the payment in order to receive your order. In some cases, your postal service may charge administrative fees to cover the administrative costs involved in customs clearance. The charges vary depending on the shipping provider and country.

Thus, please make sure to find out the customs policy of your country before placing your order.

In some countries, packages may be exempt from customs fees if the value of items is less than a certain minimum value. Should you have any special requests, please indicate it in the order notes upon checkout.

From August 1st, 2021, all Indonesia-bound items must have a valid TAX ID in order to be shipped. Please refer to this change and make sure to provide your TAX ID in the Notes section when placing your order.

 

(Indonesian Tax ID Number (known in Indonesia as NPWP - Nomor Pokok Wajib Pajak))

 

Thank you.

On some occasions, we may not be able to offer courier shipping to certain remote areas. Should you happen to place an order and select a shipping service that is incompatible with the delivery address, we may contact you to offer an alternative shipping option (should surcharges be required, this will be informed to you before the item is shipped out). Should you choose not to change or upgrade shipping options, we reserve the right to cancel the order with a full refund given to you. 

As FedEx and DHL only accept addresses written in English, please make sure that you always provide the English/Romanised version of your address. Shipping for orders with addresses in other languages may be delayed due to restrictions by the shipping vendors.

PRODUCTS

A majority of our items are instock and ready to be dispatched within 2 business days. Listings for pre-order items will be clearly stated and an estimate arrival time will be shown in the listing details.

 

ORDERS

  1. Select the item(s) you wish to purchase

  2. Click "Add to cart" or "Buy now"

  3. When you are ready to checkout, move your cursor to the shopping bag and click "Checkout"

  4. If you have an account, log in. If you do not have an account, fill in your Account & Billing Details

  5. Tick the checkbox at the bottom left of the checkout page to create an account with you Account & Billing Details (optional)

  6. Select your preferred delivery method and payment method

  7. Agree to the terms of service by checking on the checkbox

  8. Click "Continue". You will be able to review your cart and order total before payment

  9. Click "Continue" again and you will be redirected to Paypal to complete the payment for your order

You can request an order cancellation within 1 hour after placing the order if the item has not yet been shipped out. A full refund will be made via the payment method you selected upon checkout.

Strictly no order cancellations after 1 hour grace period or once the item has been shipped.

You can contact us at ourjellyhouse@gmail.com and quote your Order Number and the correct shipping address to send the item to within 24 hours or before the order is shipped, whichever is earlier.

Please note that if the order status has already been updated to Order Shipped, we will not be able to edit the shipping address.

On rare occasions, we may encounter instances of order exceptions - for example:

  • Out of stock items
  • Wrong addresses
  • Incomplete addresses
  • Out of delivery area zones
  • etc...

If this occurs, we will contact you within 24 hours after receiving your order to inform you of the order exception and advise on further steps. We will also indicate in the notice if a reply is required. 

In cases where we require your reply to move forward with the order, a cut-off time will also be stated in the email. Please do let us know your preferred option and/or reply before the cut-off time. Should no response be received by the end of this time, we will proceed an order cancellation and full refund for your purchase.

We seek your kind understanding with regards these order exceptions.

PACKAGING

Yes, all items will be safely packaged in bubblewrap and protective packaging. 

Find out what customers have to say about our service and packaging here!

In the product listing page, we will clearly indicate if the poster is folded or rolled.

Rolled posters will be shipped in a postal tube.

REFUNDS AND RETURNS

Strictly no refunds once the order is confirmed. 

Any refund, if required, will be made in the form of online voucher. Management reserves the right to amend the terms and conditions at any time without prior notice and at its sole discretion. Voucher is not exchangeable for cash or refunded in part of cash.

 

Strictly no returns for change of mind.

In cases where a wrong item/damaged item was received, please send us an email with clear photos of the package and item within 5 days upon receiving the goods and we will contact you for the next steps.

ACCOUNT

No, creating an account is entirely optional. However, creating accounts will give you benefits such as being able to see your history of orders, storing your addresses, leaving reviews and utilising discount codes.

If you do not wish to create an account, you can checkout as a guest on the checkout page.

You can reset your password here.

You can add new addresses to your account from the 'My Account' tab or the checkout page.

My Account tab

  1. Click the 'My Account' button at the top right of the page
  2. Select 'My Address Book'
  3. Select 'New Address' at the bottom right corner
  4. Key in and save your new address

Checkout page

  1. On the checkout page, select 'I want to use a new address'

COUPONS

All coupons are only valid for the period of time as stated during the issue.
 

Please Note:

  • Coupons are NOT EXCHANGEABLE for cash.
  • No further extension of validity of coupon.