If an order arrives with a problem, tell us promptly so we can look at the details and work toward a fair resolution.
How we handle common issues
Q.A parcel is lost or was not delivered correctly
If the carrier confirms this, contact us with your order number. We will review the case and arrange an appropriate no-extra-cost replacement where applicable.
Q.The parcel was returned because of a wrong address or was not collected
Contact us and we will arrange a new delivery. Reshipping costs 10 USD (or the equivalent in your currency). This fee is charged by the carrier for the new delivery, not by Sakume – we do not add anything on top. Please double-check your address and phone number when you order.
Q.The item is wrong or arrives damaged
Send clear photos together with your order number. If the size, print or colour does not match the order, or an item is damaged, we will review the case and arrange an appropriate correction.
Q.I’m not happy with my product
We do not offer a return service, because every item is made to order. If the product matches your order but you are not satisfied with it, contact us within 7 days of delivery. We refund 20% of the amount you actually paid for the item – you keep it and do not need to send it back. Shipping costs are not refunded. Faulty, damaged, wrong or lost items are handled by our after-sales team (free remake and reship, see above). Example: item price S$100, 10% code, amount paid S$90 → refund S$90 × 20% = S$18.
Q.Can I cancel or return my order?
There is no general statutory cooling-off period for online purchases in Singapore. All our products are made to order, so we do not offer a return service. If you are not satisfied with a product, our 20% partial refund applies; faulty, damaged or wrong items are handled by our after-sales team.
This page does not limit any mandatory consumer rights that apply in your location.
Start a support request
Include your order number and photos if the issue concerns the delivered item.
Contact support
