FAQs

Orders & Payments

• How do I place an order?

  Browse our curated collection, add preferred pieces to cart and proceed to checkout. We accept mainstream credit cards, PayPal and authorised regional payment methods.

• Can I modify or cancel my order after placing it?

  Order adjustment and cancellation are permissible within 24 hours upon purchase, on condition that goods remain undispatched. Kindly contact our support team promptly with your order reference for assistance. No alteration or cancellation will be approved once shipment procedures commence.

• What if my payment is declined?

  Please verify payment details and account balance, or consult your issuing bank for relevant advice. You may retry payment or switch to an alternative checkout method.

Shipping & Delivery

• How long will my order take to arrive?

  Delivery duration differs by destination and shipping service. Refer to the dedicated Shipping section for accurate time estimation. All purchases undergo processing within 2–3 working days, excluding weekends and official holidays.

• Am I responsible for customs duties or taxes?

  Import tariffs, taxation and clearance charges shall be borne by recipients. Such fees vary by regional regulations and are not incorporated into order settlement. You may consult local customs authorities for further particulars.

• What if my order is lost or damaged in transit?

  Reach out to our support team within 7 days after scheduled delivery date, attaching your order number and photos of damaged parcels if applicable. We will assist you to launch compensation claims alongside our logistics partners.

Returns & Exchanges

• Can I return or exchange my order?

  Sealed and unused merchandise kept in original intact packaging qualifies for return application within 30 days upon delivery. Opened or utilised products are non-refundable and non-exchangeable, out of hygiene protocols and sustainable environmental beliefs. Full specifications are stated in Returns & Exchanges clauses.

• How do I request a return?

  Submit your order number to our support team, and we will walk you through formal return procedures. Pre-authorisation is mandatory prior to merchandise send-back.

• How long will my refund take to process?

  Refund settlement completes within 3–10 working days after goods are received and verified. Actual fund arrival time complies with the processing cycle of your payment institution.

E-Gift Cards

• How do I use my e-gift card?

  Enter the exclusive card code at checkout to deduct balance from your total expenditure. The card can be applied repeatedly until full balance is utilised.

• Do e-gift cards expire?

  All INTOREALM electronic gift cards remain valid for 24 months counting from purchase date. Remaining balance will lapse upon expiry.

• Can I return or refund my e-gift card?

  E-gift cards cannot be refunded, exchanged or cashed out under any circumstances.

Product Care & Safety

• Are your products natural?

  Our creations are blended with ethically harvested natural botanicals and raw materials. Slight discrepancies in hue, texture and aroma among batches are natural manifestations of handcrafted artisanal charm.

• Do your products have an expiry date?

  Unopened goods retain optimal quality for 24 months since manufacture. We recommend finishing usage within 6 months after opening to preserve original efficacy and pure essence.

• What if I experience an adverse reaction to a product?

  Cease usage immediately and notify our support team with product information and physical symptoms. Professional medical consultation is advised if discomfort persists.

Contact Support

• How do I get in touch with customer support?

  You may select corresponding contact channel based on your demands. Our service hours cover Monday to Friday, 9:00–17:00 GMT+8. We endeavour to respond to all enquiries within 48 hours.

  ✉️ General Enquiry & After-sales Service: care@intorealm.com

  ✉️ Bespoke Customization (Personal & Corporate): bespoke@intorealm.com

  ✉️ Business Cooperation & Channel Partnership: hello@intorealm.com

  ✉️ Public Relations & Media Collaboration: pr@intorealm.com

  ✉️ Founder Exclusive Contact: marshma@intorealm.com

  You can also reach us via the official online contact form on website.