Order-related
Q: Why was my order cancelled?
A: If your order status is marked as cancelled on your account page, this is because no payment was received. As a general guide, customers typically receive an "Order Confirmation" email once payment has been successfully processed. If you did not receive this email, please check your payment status, or feel free to reach out to us at customer@oursecondnature.com for further assistance.
Q: I bought the sale item in-store. Can I cancel the online order?
A: All sales are final. Unfortunately, once your order is confirmed, we are not able to cancel or make amendments.
Q: I accidentally ordered the wrong size. Can I amend the size?
A: Unfortunately, all sales are final, and we are unable to amend the order once it’s confirmed. Should there be a request to amend the order, we are only able to cancel the entire order for a full refund. Please note that this would be applicable if the entire order consists of regular-priced items.
Cancellation is not allowed for sale items, collectibles, swimwear, and Living items.
Q: There’s a defect on the sale item
A: We’re sorry to learn that you received a defective piece — but it happens! Please write in to us: customer@oursecondnature.com, and we’ll help you out.
Q: I forgot to cart out, and the sale has ended. Can I still get the discounted price?
A: Our Summer Sale period runs from 10 July 2025, 10:00am to 23 July 2025, 11:59pm (GMT+8). You may enjoy our specials during this time only. There will be no extension and/or concessions awarded. Thank you for your understanding.
Q: I bought the item at the regular price before the sale started, can I get it at the sale price?
A: You will not be reimbursed for the original purchase made. However, you may still choose to return the item(s) if it is in line with our Returns Policy and place a new order with the sale price. Please note, however, we are not able to make reservations for you, and this new order will be subject to product availability.
Q: I bought the item during the sale, but it was discounted even more during the Summer Steals. Can I get a reimbursement of the price difference?
A: Thank you for your support! However, all sales remain final, and we will not be able to amend the order or reimburse the price difference.
Payment-related
Q: I used the wrong credit card, can I amend the payment method?
A: Due to system restrictions, we are unable to amend the payment method once it’s been processed and confirmed.
Q: Can I use my shop credits/ gift card for sale items?
A: Yes you may! Simply log in to your account to redeem the credits.
Q: Can I use my voucher code on the sales items?
A: Yes you may! Simply log in to your account to redeem the credits.
Q: Payment page crash
A: So sorry that you experienced this! Please write in to customer@oursecondnature.com to get in touch with our team for assistance.
Delivery-related
Q: Combining shipment for different orders
A: We try our best to create a positive experience for you. However, due to the system operations we have in place during our Summer Sale period, we will not be able to combine orders for shipment. Thank you for your understanding.
Q: Change of delivery address/ delivery method (self-collection)
A: Please write in to us: customer@oursecondnature.com for any request in change of delivery address or delivery method. Do note however, that this is only possible if the order has yet to be shipped. Once order has been shipped out of Our Fulfilment Centre, we would not be able to make these amendments.
Q: How long does delivery take during the sale period?
A: During this time, delivery may take up to 2 weeks as we anticipate a high volume of orders.
Q: Can I cancel my order as it is taking too long
A: We’re so sorry that it’s taking longer than expected. As communicated, all purchases of our Summer Sale are final. If you’re experiencing a missed delivery, write in to us for assistance: customer@oursecondnature.com
Q: When can I pick up my self-collection order?
A: Once your order is confirmed, there should be two emails that will land in your inbox: (1) First email to indicate your order is well received, (2) Second email to notify you that “Your OSN order is ready for collection”. After you’ve received the second email, you may drop by Our Fulfilment Centre for the pick-up. It is important that you follow these guidelines to avoid inconveniences, as we will not be able to process and prepare your order before the final status update.
Do note that it may take up to a week for your self-collection order to be processed and ready for pick up.
Others
Q: Can I try on sale pieces in-store at Our Second Hideaway (Great World)?
A: You may try on the sale pieces if they are available in-store at Our Second Hideaway (Great World). However, do note that selected styles are only available in-store. Should an item you'd like to try be only available online, we regret to inform you that we will not be able to transfer the stock to the store for try-ons and/or purchases.
Q: I purchased items that are not on sale. Will I receive it earlier than Our Summer Sale orders?
A: All orders will be processed on a first-come, first-serve basis, and we regret to inform that there will not be exceptions made even if the item purchased was not a sale item. We seek your kind understanding that Our Fulfilment Team is doing their best to process all orders during this period!
Early Bird Special FAQs:
Q: Where can I use the discount code?
A: Discount code is applicable for use online and in-store at Our Second Hideaway (Great World) on sale items only. Do note that the code is only available for use from 10 July 2025, 10:00am to 11 July 2025, 11:59pm (GMT+8). This code is for one-time use only, no minimum spend required, as long as you are logged into your account.
Q: Where can I find the discount code?
A: If you are eligible for the Early Bird Special, you may access the voucher code on your account page here: https://oursecondnature.com/discount.
Q: I forgot to use the discount code before it expired. Can I get an extension?
A: Our codes have strict validity, and unfortunately, we will not be able to award an extension if missed.
Q: Can I stack the Early Bird discount on sale items?
A: Yes, you can! Do ensure that you are logged in to your account, and key in the voucher code before checkout. Do note that the code is only available for use from 10 July 2025, 10:00am to 11 July 2025, 11:59pm (GMT+8). This code is for one-time use only, no minimum spend required, as long as you are logged into your account.
Our Surprise Bundle FAQs:
Q: Some of the sizes from Our Surprise Bundle do not fit. Can I change the size?
A: We recommend keeping to your usual size when shopping Our Surprise Bundle. Do kindly ensure you’ve selected the right one at checkout, as all sales are final, and we will not be able to amend the order once it is confirmed.
Q: I do not like the items I received in Our Surprise Bundle. Would it be possible to exchange the item?
A: All Our Surprise Bundle are part of Our Summer Sale. With all sales being final, unfortunately we’re not able to process any exchange or returns on the items from this purchase. We strongly recommend you pass it on to someone who may enjoy it!