How can I change my shipping address?

By default, the last used shipping address will be saved into to your Fetish Factory account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

How do I activate my account?

The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at info@addkt.eu

What do you mean by points? How do I earn it?

Because you are important to us, we want to know what you think about the products. As an added value, every time you rate the products you earn points which go straight to your account. 1 Point are added to your account for every $25 that you spend. You will need those points in order to redeem the products. So stick with us to keep earning points!

Every 10 points can be redeemed for 5% off your next order. You can’t immediately redeem any points you will earn with your current order, they are only added to your account after payment is received.

How can I track my orders and payments?

After logging into your account, the status of your checkout history can be found under Order History. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from Fetish Factory.

How do I cancel my order before I make a payment?

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order by removing the products from your cart. Note: We cannot give refunds once payment is verified.

How long will it take for my order to arrive after I make a payment?

Members who ship their orders with standard shipping should expect to receive their orders within five (5) to ten (10) working days upon payment verification depending on the volume of orders received.

If you choose to have your parcel delivered by DHL express shipping, your order should arrive within two (2) to four (4) days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

What is the accumulated delivery fee for? How much is the handling fee?

The flat-rate handling fee is S$5.99 and it is only applicable to normal products. For free products, they are fully paid for and there are no additional charges to deliver the free products.

Handling fee covers the delivery, material, labour and logistics cost to support the service.

How do you ship my orders?

All your orders are sent via Bpost (Landmark Global) or DHL.

How do I make payments using PayPal? How does it work?

Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to fetishfactory.online system for your order.

It’s fast, easy & secure.

What are all the payment methods available?

At the moment, we only accept Credit/Debit cards (Stripe) and Paypal payments.

Can I pay using PayPal without a PayPal account?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.

By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.

For more details, click here to see how Paypal works for you.

How can I use my remaining account credits?

If you have sufficient remaining credits in your account, they will be used to deduct 5% off your next checkout. If there are insufficient credits you will not receive a deduction and the system will add more credits to your account after you make a payment.

Why must I make payment immediately at checkout?

Ordering on our store is on ‘first-come-first-served’ basis. To ensure that you get your desired items, it is recommended that you make your payment within 60 minutes of checking out.

What happens if there’s been a delivery mishap on my order? (DAMAGED OR LOST DELIVERY)

We take such matters very seriously and will look into individual cases thoroughly. Any item that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected product and your D.O (Delivery Order) to us at info@addkt.eu (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event of damaged products received, we will require photo proof of the affected products and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the item to you at no cost, subject to availability. In light of this, any item that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at info@addkt.eu

2. In the event of lost mail, we will try to locate the delivery team in the post and if there’s a clear indication that your order is indeed lost, we’ll re-send the order to you at no cost, subject to availability.

What happens in the event of unsatisfactory/expired/wrong/missing products?

We take such matters very seriously and will look into individual cases thoroughly. Any item that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected item and your D.O (Delivery Order) to us at info@addkt.eu (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the item you’ve received is unsatisfactory in any way you perceive, we will require photo proof of the product and your D.O (Delivery Order) as well and you may be required to send us back the product for close inspection and review before a decision is made to re-send a product to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item and confirm your complaint.

2. In the event that you receive an expired product, we will require clear photo proof of the product and its expiry date for close inspection and review before a decision is made to re-send a product to you at no cost, subject to availability.

3. In the event that you’ve received the wrong product, we will require photo proof of the wrongly sent product and D.O (Delivery Order) and after reviewing, we’ll re-send the correct product to you at no cost, subject to availability.

4. In the event you’ve received your order with a missing item and no notice of a backorder, we will require you to email us a clear photo proof of your D.O (Delivery Order) to info@addkt.eu, after which our customer service officer will attend to you to find out more before a decision is made to (re-)send the missing item to you at no cost, subject to availability.

I am having problems accessing Fetish Factory. Some of the pages look weird. Am I using the right browser?

As Fetish Factory uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Fetish Factory:

1. Microsoft Internet Explorer Version 10 onwards.

2. Mozilla Firefox Version 10 onwards.

3. Google Chrome Version 12 onwards.

In addition, please ensure that your Javascript and Cookies are enabled on your browser.