Order-related
Q: Why was my order cancelled?
A: If your order status is marked as cancelled in your account, it means payment was not successfully received.
As a general guide, customers will receive an Order Confirmation email once payment has been successfully processed. If you did not receive this email, please check your payment status, or write to us at customer@oursecondnature.com for assistance.
Q: I bought a Sale item in-store. Can I cancel my online order?
A: All Sale purchases are final. Once an online order has been confirmed, we are unable to cancel, amend, combine, or exchange it.
Q: I accidentally ordered the wrong size. Can I amend my order?
A: We are unable to amend an order once it has been confirmed.
If you would like to amend your order, we can only cancel and process a full refund if the order consists solely of regular-priced items and has not been packed or fulfilled.
Cancellation is strictly not allowed for orders containing Sale items, Collectibles, Swimwear, and Living items.
We appreciate your understanding on this matter.
Q: There is a defect on my sale item. What should I do?
A: We are sorry to hear that you have received a defective item.
Please write to us at customer@oursecondnature.com with your order number and clear photos of the defect. Our team will review your request and assist accordingly.
Please note that all defect claims are subject to assessment. Items must be unworn, unwashed, unaltered, and in their original condition.
Q: I forgot to check out before the sale ended. Can I still enjoy the discounted price?
A: Our Summer Sale prices are only valid during the sale period: 10 July 2026, 10:00 AM to 24 July 2026, 11:59 PM SGT.
We are unable to extend sale prices, honour expired discounts, or offer any concessions once the sale has ended. Thank you for your understanding.
Q: I bought an item at regular price before the sale started. Can I get it at the sale price?
A: We are unable to reimburse the price difference for purchases made before the sale period.
However, you may return the original item if it meets our Returns Policy and place a new order at the sale price during the sale period. Please note that sale prices are only available while stocks last, and we are unable to reserve items, guarantee availability, or honour the sale price after the sale has ended.
Payment-related
Q: I used the wrong credit card. Can I amend the payment method?
A: Due to system limitations, we are unable to amend the payment method once an order has been processed and confirmed.
Please ensure that your preferred payment method is selected before completing your purchase.
Q: Can I use my shop credits or gift card on sale items?
A: Yes, shop credits and gift cards may be used on sale items.
Please log in to your account before checking out to redeem your available shop credits or gift card.
Shop credits and/or gift card purchases will not count towards the minimum spend required for any Gift with Purchase or gift redemption offers.
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.
Please note that voucher codes and/or additional discounts on your purchases do not count towards Gift redemption offers.
Q: The payment page crashed. What should I do?
A: We are sorry that you experienced this.
For further assistance, please write to us at customer@oursecondnature.com with your account email address and any relevant screenshots, if available.
Shipment & Delivery-related
Q: Can I combine shipments for different orders?
A: We are unable to combine separate orders into one shipment during Our Summer Sale period due to the high order volume and fulfilment processes in place.
Each order will be processed and shipped individually. Thank you for your understanding.
Q: Can I change my delivery address or delivery method after placing my order?
A: If you need to request a change to your delivery address or delivery method, please write to us at customer@oursecondnature.com as soon as possible.
Changes are only possible if your order has not been packed, processed, or shipped. Once your order has been packed or dispatched from Our Fulfilment Centre, we will not be able to make any amendments.
Q: How long does delivery take during the sale period?
A: Due to the high volume of orders during Our Summer Sale, delivery may take up to 2 weeks from the date your order is placed.
We appreciate your patience as Our Fulfilment Team works to process all orders as quickly as possible.
Q: I purchased items that are not on sale. Will I receive them earlier than Our Summer Sale orders?
A: All orders placed during Our Summer Sale period will be processed on a first-come, first-served basis.
We are unable to prioritise or expedite orders containing regular-priced items, even if the order does not include sale items. We seek your kind understanding that Our Fulfilment Team is doing their best to process all orders during this period!
Q: Can I cancel my order if delivery is taking longer than expected?
A: We are sorry if your order is taking longer than expected.
As stated in our Sale terms, all purchases made during Our Summer Sale are final. Once an order has been confirmed, we are unable to cancel it.
If you are experiencing a missed delivery or need assistance with your shipment, please write to us at customer@oursecondnature.com.
Q: When can I pick up my self-collection order?
A: You may pick up your self-collection order only after you have received the email notification stating that “Your OSN order is ready for collection.”
After placing your order, you should receive two emails:
1. Order Confirmation — confirms that your order has been successfully placed.
2. Ready for Collection — confirms that your order has been processed and is ready for pick-up.
Please wait for the Ready for Collection email before visiting Our Fulfilment Centre. We will not be able to prepare or release your order before this notification has been sent.
During Our Summer Sale period, self-collection orders may take up to 1 week to be processed and ready for pick-up.
Others
Q: Can I try on sale pieces in-store at Our Second Hideaway at Great World and Our Open-House at One Holland Village?
A: You may try on sale pieces that are available in-store at Our Second Hideaway (Great World) and Our Open-House (One Holland Village).
Please note that selected sale styles and sizes may vary across online and both stores. If an item is available online only, we are unable to transfer it to stores for try-ons, reservations, or purchases.
All sale items are available while stocks last.
Q: Can I change the items included in the Living Sets?
A: No. Our Living Sets have been carefully curated and must be purchased as a complete set. Items included in each set cannot be exchanged, replaced, removed, or substituted with other items.
Q: Why didn’t I receive a Gift with Purchase with my order?
A: Gift with Purchase promotions are subject to a minimum qualifying spend and are available while stocks last.
Payments made using shop credits, gift cards, voucher codes, or other discounts do not count towards the minimum qualifying spend. The qualifying spend is calculated based on the final amount paid, excluding any non-eligible payment methods, discounts, shipping fees, and other charges, unless otherwise stated.
If your order met the qualifying spend requirement but you did not receive a Gift with Purchase, the promotion may have been fully redeemed at the time your order was processed. Gift with Purchase items are limited and are not guaranteed.
Thank you for your understanding.
Q: Can I exchange the Gift with Purchase that I received?
A: Unfortunately, we do not allow any exchanges, returns, or replacements for all Gift with Purchase items.
Q: Can I convert the Gift with Purchase into store credits?
A: No. Gift with Purchase items cannot be converted into store credits, cash, vouchers, or any other form of credit.
