Welcome to Drapeandlayer. Below you will find answers to common questions about our home textile collection, ordering, payment, delivery, returns and refunds.

If you need further assistance, please contact us at xiangpay@drapeandlayer.com.

1. About Drapeandlayer

What products does Drapeandlayer offer?

Drapeandlayer offers home textile products, including pillowcases, cushion covers, bed-end throws, headboard cushion covers and decorative throws. Product details, available sizes, colours and other relevant information are provided on the individual product pages.

Where is Drapeandlayer based?

Drapeandlayer operates from Singapore and serves customers in eligible European destinations.

How can I contact Drapeandlayer?

You can contact our customer service team using the following details:

For order-related enquiries, please include your order number to help us identify your purchase.

2. Products and Orders

How do I place an order?

Browse our collection, select your preferred product and available options, and add the item to your basket. Proceed to checkout, enter the required contact and delivery information, select an available payment method and review your order before submitting it.

An order confirmation email will be sent once your order has been received.

Can I change or cancel my order after placing it?

Please contact us as soon as possible at xiangpay@drapeandlayer.com if you need to change or cancel an order.

We will check the order status and advise whether the requested change is possible. Once an order has entered dispatch or has been handed to the carrier, changes may no longer be possible.

This process does not affect any cancellation or withdrawal rights available under applicable law.

Where can I find product sizes and details?

Please refer to the relevant product page for available dimensions, colours, materials where specified and other product information. We recommend reviewing these details carefully before completing your purchase.

3. Payment Methods

Which payment methods do you accept?

Available payment methods may include:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Other electronic wallets displayed at checkout

The payment methods available for a particular order will be shown during checkout and may depend on the customer’s location, device and payment eligibility.

When will my payment be processed?

Payment is submitted during checkout. Your order may proceed to processing once the payment has been authorised or confirmed, as applicable.

If a payment is declined or remains pending, please check the information entered and contact your payment provider if further assistance is required.

Will I receive confirmation of my payment?

Order confirmation and relevant transaction information will be provided by email. If you have a question about a payment or order confirmation, contact xiangpay@drapeandlayer.com and include your order reference where available.

4. Shipping and Delivery

Where do you deliver?

Drapeandlayer serves eligible destinations in Europe. Available delivery destinations and any applicable shipping charges are displayed during checkout.

Which delivery services do you use?

We arrange shipments using established courier services, including DHL, FedEx and UPS Priority services, depending on the destination and available service arrangements.

How long does delivery take?

Our standard estimated transit time is 5–12 business days from dispatch in Singapore. Order processing time is separate from transit time.

Actual delivery times may vary according to the destination, carrier operations, customs procedures, public holidays and other circumstances affecting the shipment.

Will I receive tracking updates?

Yes. We send tracking notifications automatically to the email address provided at checkout at relevant shipment milestones, which may include:

  • When your order is dispatched.
  • When the shipment reaches a carrier facility or logistics hub.
  • When the parcel progresses to local delivery.
  • Other tracking events reported by the carrier.

The timing and availability of individual tracking events depend on the information supplied by the carrier. Please check your inbox and spam or junk folders if you cannot find a tracking email.

What should I do if my order is delayed?

If your order has not arrived within the estimated 5–12 business-day transit period, email xiangpay@drapeandlayer.com with your order number and tracking reference.

We will contact the relevant carrier and investigate the shipment. Depending on the investigation results and the circumstances, we may arrange a full refund or send a replacement.

Any mandatory delivery rights and remedies under applicable law remain unaffected by this process.

What happens if my parcel is lost?

Please contact us if tracking indicates that your parcel may have been lost or if there has been no meaningful tracking progress for an extended period.

We will review the available tracking information and contact the carrier where appropriate. If the shipment is confirmed lost, we will assess the appropriate resolution, which may include a refund or replacement.

For consumer purchases covered by applicable law, the risk of loss generally remains with Drapeandlayer until you or a recipient designated by you, other than the carrier, physically receives the goods, subject to any applicable statutory exception.

5. Returns and the 14-Day Right of Withdrawal

Can I return an item if I change my mind?

For eligible online consumer purchases in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, email xiangpay@drapeandlayer.com with your order number and a clear statement that you wish to withdraw from the purchase.

Please send your notice within the applicable 14-day period. You may contact us for return instructions and the appropriate return address.

When must I return the goods?

After notifying us of your withdrawal, you generally have a further 14 days to send the goods back or hand them over to the designated return recipient, in accordance with applicable law.

You may inspect the goods as reasonably necessary to establish their nature, characteristics and functioning. Where handling goes beyond what is permitted for such inspection and reduces the value of the goods, a deduction may be made only where permitted by applicable law.

Who pays for return postage?

For an ordinary change-of-mind return, the customer is generally responsible for the direct return cost if this requirement was disclosed before purchase, unless we agree otherwise or applicable law requires us to pay.

Where goods are defective, damaged or do not conform to the contract, the applicable statutory remedies and cost allocation rules will apply.

When will I receive my withdrawal refund?

We will reimburse eligible payments without undue delay and within the applicable statutory period.

Where permitted by law, reimbursement may be withheld until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Refunds will normally be made using the original payment method unless another method is expressly agreed and permitted by law.

The refund includes the cost of the least expensive standard delivery option offered where required by law. Additional charges for a more expensive delivery option may be excluded where permitted by applicable law.

Does opening the package automatically prevent a return?

No. Opening the package does not automatically remove the right of withdrawal. Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Any applicable statutory exception to the right of withdrawal will be assessed in accordance with the relevant law.

6. Damaged, Defective or Incorrect Items

What should I do if my item arrives damaged?

Please email xiangpay@drapeandlayer.com and provide:

  • Your order number.
  • A brief description of the problem.
  • Clear photographs showing the damage, defect or incorrect item.

Photographs help us assess the issue and determine the appropriate next step.

Do I need to return a damaged item to receive a refund or replacement?

Not necessarily. Where the issue can reasonably be assessed from the photographs and a return is not needed, we may arrange a refund or replacement without requiring the damaged item to be returned.

If further inspection or return is reasonably necessary, we will explain the process. Any applicable statutory remedies will remain available, and no return or inspection requirement will be imposed where it would unlawfully restrict those rights.

What if I receive the wrong item or an item that does not match its description?

Please contact us by email with your order number, a description of the issue and relevant photographs where available.

We will review the matter and arrange an appropriate resolution in accordance with the circumstances and applicable law. Depending on the situation, this may include a replacement, repair where applicable, price reduction or refund.

7. Refunds

How long do refunds take?

Once a refund has been approved or becomes due, it will be processed within the applicable legal timeframe.

The time it takes for the funds to appear in your account may depend on your payment method and financial institution.

Will my refund be sent to my original payment method?

Refunds are normally returned to the original payment method unless another method is expressly agreed and permitted by law.

What should I do if I have not received my refund?

Please contact xiangpay@drapeandlayer.com with your order number and any relevant refund confirmation details. We will review the status and provide further information.

8. Customer Service

How can I get help with my order?

Email xiangpay@drapeandlayer.com and include your order number, the email address used at checkout and a short explanation of your enquiry.

When will I receive a reply?

We aim to respond to enquiries within 24 hours. If you contact us outside our available operating hours, please leave a message by email. We will review your enquiry and respond as soon as reasonably practicable.

9. Privacy and Personal Data

How is my personal information handled?

We use relevant personal information to administer orders, process payments, arrange delivery, respond to enquiries and meet applicable legal obligations.

For further details about the categories of personal data collected, processing purposes, retention periods and applicable rights, please read our Privacy Policy at www.drapeandlayer.com.