FAQs

GROUP BUYS

What is a group buy?

Group buying, also known as collective buying, offers products and services at significantly reduced prices on the condition that a minimum number of buyers would make the purchase. This mode of pre-orders will also allow unique designs to take flight and come to fruition for your keyboard boutique experience. 

As most keyboard Group Buys involve a complicated made-to-order process, timelines can generally range from a few weeks to several months. We will provide an estimated timeline and Project Updates for on-going projects and Group Buys. If a group buy item does not hit MOQ, all orders for that item will be cancelled. Those orders will not be subject to the 5% cancellation fee.

Can I cancel my order for Group Buy and get my refund?

You can still cancel your order during the Group Buy ordering period, subjected to the 5% cancellation fee. Once the Group Buy ordering period has ended,  funds are typically locked up after submission of payment to the manufacturer. Since these are made-to-order transactions, refunds are not allowed. View our Refund Policy here.

Can I transfer my Group Buy spot?

Transferring of Group Buy spot is strictly prohibited. Selling of Group Buy spots will result in order cancellation and cancellation fee will apply.

ORDERS

I can't find my order confirmation and details.

All confirmed and paid for orders are automatically sent out via email. If you have not received anything, check your spam folder.

Can I edit or change my orders?

Please drop us an email with your order number ready. Order changes are only allowed during the Group Buy period.

For change of address, email us with your order details. Please note that depending on where you are changing the address to, there may be additional shipping charges.

Shippable countries and pricing?

Our shipping prices and availability depend on our logistics partners. As such, we are obligated to suspend shipping to certain areas when there is a disruption of service or countries with high chargebacks or lost packages.

You may choose to collate your purchase with friends from the same country to save on shipping. 

SHIPPING AND RETURNS

What is your return policy?

Unfortunately, we are unable to accept any returns due to the nature of these products. If you have a problem with your order, please email us and we will do the best we can to help out. If there are extenuating circumstances, return authorization will be granted on a case-by-case basis.

View our Shipping Policy here.

Will you mark down the value of my order for customs?

Overseas customs duties, import duties, foreign taxes or other fees that may be imposed are only charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges hence we are unable to include it in the shipping fee or advise how much the cost will be as customs policies and import duties vary widely from country to country.

Please note that in accordance with export regulations, we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purchases, even if a customer has placed the order with the intention of delivery to a gift recipient.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due. It might be a good idea to check with your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

What happens if a package is "returned to sender"?

If we receive a "return to sender" package we will refund the items in the order minus a 5% "return to sender" fee. We will not refund any shipping charges. If we are billed extra for return shipping, that will also be deducted from the refunded amount.

My package never arrived, what do I do?

You can drop us an email at support@synaesthesia.online with your order number and we will be happy to assist you. We will check fulfilment status on our end, and if the package is lost, we will guide you through the claims process.

Meanwhile please contact your shipping provider to check on your package status. Should the parcel be missing, please file a claim directly to your shipping provider and we will provide the necessary guidance.