Frequently Asked Questions

Here’s how it works: you order, we process, then we ship.

Making your order is real easy! Processing all orders takes a few working days, you can expect to receive your order within 1-3 working days within Bangkok central and 2-5 working days outside of greater Bangkok.

Our couriers will make a pick up when your order is ready! You’ll get a shipment notification email with tracking as soon as your package ships. It’s on the way!

If you’ve made an incorrect order, please email Customer Care as soon as possible with your Order Number and we will do our best to help with cancelling your order so you can make a new one!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

If you change your mind after receiving your item, not to worry! Head to our Returns Page to submit a return request and we will pop an email to ya once we have reviewed it! All exchanges are processed in the same way as returns.

If you're in need of a quick swop of items as you have changed your mind, there is no need to fill in the return request on the Returns Page. Head down to the stores and the Crew will be happy to help!

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

On the product page, click on the blue tab that says “Notify Me" for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

All orders have a shipping fee of 100 ฿, inclusive of custom duties and taxes. Shipping is complimentary for orders above 1200 ฿!
Delivery will take between 3-5 working days.

All custom duties and taxes are inclusive on all orders. Not to worry, there will be no added costs when receiving your order!

We provide door-to-door delivery service within Thailand.

You can expect to receive your order within 1-3 working days within Bangkok central and 2-5 working days outside of greater Bangkok.

The Crew will process orders between Monday to Friday. The Crew will be out of the Studio on Public Holidays in Indonesia and will be back to packing parcels soon after!

Beyond The Vines is not liable for parcels that are lost in transit once transferred to our partner couriers, should you run into any issues with your parcels, please do reach out to Customer Care.

*During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

Here’s how it works: You order, we process, then we ship your parcel out to you.

Making your order is real easy! Processing all orders takes a few working days, you can expect to receive your order within 1-3 working days within Bangkok central and 2-5 working days outside of greater Bangkok.

Our couriers will make a pick up when your order is ready! You’ll get a shipment notification email with tracking as soon as your package ships. It’s on the way!

Local Delivery within Thailand
Local parcels ship within 1-3 working days within Bangkok central and 2-5 working days outside of greater Bangkok! The Crew works hard to pack up your orders, do allow them a little more time during launches, restocks, sales and festive seasons and they'll have your orders with you soonest!

If you would need your order on short notice or are visiting Thailand for a short period of time, we wouldn't recommend making orders online for self collection or delivery to a hotel, as the order may not be ready in time - the Crew would need some time to process your order. It would be best to head to the stores directly for purchases.

You’ll get a shipment notification email with tracking as soon as your package ships.

International Delivery
Please head to our global website, www.beyondthevines.com, for all international orders for delivery outside of Thailand!

If your order is within the first few hours of being confirmed and you need to edit your shipping address, please email us.

If your order has been processed and packed up, we are unable to make any changes to your order.

In a few cases, the courier may take 1-2 working days to register your shipment status.

You can locate your tracking link for your order in the email notifying you that your parcel has been shipped.

If your tracking number isn’t updating or working at all, please reach out to us as soon as you can. We can give you inside info.

We aren't able to make reservations on all our items.

We do have a blue tab that says "Notify Me" on the product page, add your email there and you'll know when the item you're eyeing is back and available! Yay!

Online orders will be packed with one sleeve per parcel to make sure your goodies are protected on their way to you!

If you plan on gifting, we’ve got ya! Request for a specific item to be gift wrapped or for us to include a gift wrap for you. These requests can be left in the notes section before check out!

Once your order is made, we are unable to make any edits on it. Do drop an email to Customer Care for a request to cancel your order, so that you may go ahead with making a new one with your correct items!

We understand that mistakes can be made! If you need to make changes to your address, please drop Customer Care an email with your order number and full address, we will do our best to catch it for ya!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

If you plan on gifting, we’ve got ya! Gift wraps are complimentary with every order. Request for individual gift wrap, a specific item to be gift wrapped or for us to include a gift wrap for you on the side. These requests can be left in the notes section before check out or let the Crew at our stores know!

For large orders exceeding 10 items with indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

If you are purchasing with us at the store, let the Crew know and they'd be happy to add in a gift wrap for you to take with you!

If you’ve placed an order and decided to change or edit it, please email Customer Care as soon as possible. Remember to include your Order Number and cancel/change request, we will do our best to help!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

Refunds are only applicable for cancelled orders and will usually take 5 to 10 working days to appear on your statement.

We know that it can be frustrating when you can't view a website properly. If you are having trouble, you may try the following:

- Ensure your web browser is up-to-date.
- Access our website using a different web browser.
- Clear your cookies. This can be done through your internet options.
- If it still isn't working, don't hesitate to contact us!

We're committed to making good design accessible to all. If the items you ordered are not working exactly right for you, we've got you covered!

Take your pieces for a spin in front of the mirror! You've got some time for try ons, confidently knowing you can return any item (some exceptions apply) for any reason within 30 days. We will return the amount to you in shopping credits that will be sent to your email, which you will be able to use at any other time. Store credits are valid for a year from date of return. You may only return your items once (no multiple returns for the same item will be allowed). 

We just ask for items to be unwashed, with hangtags still securely fastened. 

Returns are not accepted for all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.

Please note that you will need an order number to do any returns or exchanges. Items without an order number will not be accepted. All return shipping charges will be borne by the customer.

So go ahead and shop with confidence!

For more on exchanges and returns, check out our Returns page!

We do our best to provide an excellent return policy to ease your shopping experience, and here are some things below for you to take note of:

1. If it's beyond 30 days from date of purchase, we're unable to do a return for you.
2. Returns for items received as gifts must be accompanied with the respective receipt or order number. Please work with the gift-giver in this.
3. We are unable to process returns or exchanges on all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.
4. All purchase with purchases orders will have to be returned as an order.

All exchanges are processed in the same way as returns. We'd like to make returns as easy as possible. Ensure that your order is within 30 days from date of purchase, with all hang tags intact and the items unused for all returns/exchanges!  

Please head to our Returns page to complete your return.

Orders in Thailand 

(1) Label your item with your order number and have it securely packed
(2) Have it mailed back to us using registered postage!

The BTV Warehouse, Bangkok
Level 2, 101 Soi Phraphinit, Naradhiwas Road, Thung Maha Mek, Sathon, Bangkok 10120, Thailand

If you’re looking to return your purchase with purchase items, it will have to be returned as an order.

For example, if you purchased the Colourblock Micro Dumpling Bag, we'll require for it to be returned together with the Teeny Tiny Micro Mini Dumpling Bag in your order.

Head to our online return portal here to proceed with your exchange / return request.

If you change your mind after receiving your item, not to worry! Head to our Returns Page to submit a return request and we will pop an email to ya once we have reviewed it! All exchanges are processed in the same way as returns.

If you're in need of a quick swop of items as you have changed your mind, there is no need to fill in the return request on the Returns Page. Head down to the stores and the Crew will be happy to help!

We’re only able to guarantee the authenticity of products purchased on beyondthevines.co.th and at our retail locations. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through beyondthevines.co.th or at our retail locations.

If you were gifted one of our products but it isn't what you had in mind, you can return your items for BTV Shopping Credits.

All you'd need would be the Gifter's name, order number and the products you’d like to return (the gifter won’t be notified of any changes) and head down to the store! Do make sure you process your return within 30 days of purchase, with all hang tags intact and the item unused!

BTV Shopping Credits will be issued for returns and expire a year from the day your return is successfully processed. You'll have time to browse and make your decision! To find out the expiry date of your Gift Card and Shopping Credits, click into the email and on the bottom that says "View your Gift Card/Shopping Credits".

Purchases using BTV Shopping Credits will not be awarded points.

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

All sale items purchased are not eligible for returns or exchanges. Kindly check through all items before purchasing.

Purchases made with the first-time customer discount are not considered a sale item, and you may choose to exchange or return it for BTV Shopping Credits within 30 days from the date of purchase.

Please note that the first-time customer discount is a one-time use discount, and will only apply to the new item being exchanged for, if the price and style remain the same. The discount will not apply to exchanges to a different item, or any price change. If you do a return in BTV Shopping Credits, the discount will not be applicable during your next purchase. Any differences in amount will have to be topped up via our regular payment methods.

All items purchases from outside of Thailand will need to be returned or exchanged at the store that they were purchased from. If you have any more questions, please write in to us at Customer Care and we’ll be happy to assist!

We take pride in the design and functionality of our products, and we want them to work for you! Alongside each product is a short description of the style and fit, washcare instructions, and specific product measurements.

If you have any further questions relating to the style, fit, material of specific products, do get in touch with Customer Care - we'll be happy to advise you.

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

On the product page, click on the blue tab that says “Notify Me" for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

Hear about the latest drops and new recruits through our email newsletter. Or you can catch us on @beyondthevines or @beyondthevinesthailand!

Curious on how to care for your recent purchase? We've got you! Caring for your product the right way helps to maintain the quality and colour of it without compromising anything! You may refer to the 'Washcare' tab of the particular product, on our website, and you're all set!

You can find original Beyond The Vines products retailing exclusively at our official website and our retail stores here. Your order will follow with a confirmation email and an order number.

Beyond The Vines is not affiliated with any marketplace, neither do we partner with online distributors or third party retailers to sell our products.

If in doubt, do reach out to Customer Care and we’ll be happy to answer your queries!

Yes, we do!

You may purchase our Gift Cards here or at any of our stores in Thailand.

Our Gift Cards are available in denominations of 500 ฿, 1500 ฿, 3000 ฿ and 5000฿, and are valid for one (1) year from date of issue or purchase.

To find out the expiry date of your Gift Card on physical Gift Cards, they are located on the back of the card! For E- Gift catds, click into the email and on the bottom that says "View your Gift Card", to view the expiry date on your Gift Card!

Yes, you may!

Any remaining amount may be topped up via our accepted payment methods. However, do note that sales and discounts are not applicable when purchasing gift cards.

All Beyond The Vines' Gift Cards cannot be topped up. You're most welcomed to purchase another Gift Card with us when yours has been fully utilised!

Unfortunately, Gift Cards are not exchangeable for cash, and any unutilised value is not refundable.

If you're at a Beyond The Vines store, you may ask our retail team to check the remaining amount for you by providing your unique gift code found in the email or on the reverse side of your physical Gift Card.

If you’re on beyondthevines.co.th, you may head to the check out page and key in your unique gift code into the ‘Gift Card’ field. The remaining amount will appear.

Stolen or misplaced Gift Cards are non-replaceable. For any further queries, contact us at Customer Care and we'll be happy to assist.

BTV Points will not be awarded for all purchases and usage of Gift Cards.

Yes you can! You can use multiple Gift Cards in one order.

All E-Gift Cards and Physical Gift Cards can be used online and only in store located in Thailand. Should you like to get someone a gift card living overseas, we'd recommend purchasing an E-Gift Card from our main website at www.beyondthevines.com!

All Gift Cards and BTV Shopping Credits expire 1 year from the date of being issued. Click into your Gift Card or Shopping Credits email and you should be able to locate the expiry date stated. If you need help with checking on expiry dates, feel free to drop us an email at Customer Care or drop by the store! Be sure to let us know the email that the Gift Card/BTV Shopping Credits was issued to and we'd be happy to help!

All terms on the use of Gift Cards/BTV Shopping Credits will be reviewed accordingly and will be updated here on our FAQs.

As long as you have an existing account or have registered your email address online or in-store, you're a part of us!

You can register for free here.

Do note that your BTV shopping account is the same as having The Vine Club account.

1. Accumulate BTV Points as you spend
2. Receive 100 BTV Points on your birthday
3. Enjoy 250 ฿ off your first order with Beyond The Vines with a minimum spend of 2500 ฿. This is valid for use on our online store and physical stores located in Singapore! Upon successful registration, you will receive an email with a promo code that you may then apply upon checkout. Have a look in your Spam folder if you've yet to spot it!

Please note that first-time customer discount is not extended to exchanges or returns.

BTV Points are our rewards currency, which can be used to offset your purchases. Your personal BTV Points will be reflected on The Vine Club page after logging in.

All BTV Shopping Credits will not be entitled to earn Vine Club points when spent. Points will only be awarded to original orders with no exchanges or returns processed.

Every dollar spent on beyondthevines.co.th and at our stores in Thailand will gift you 1 BTV Point (excluding shipping fees and GST). The remaining amount will be rolled over to your next order to earn points. Example: 25 ฿ = 1 BTV Point

You can accumulate your BTV Points and exchange them for discounts on your order in the following denominations: 500 ฿, 1500 ฿, 3000 ฿ and 5000 ฿.

Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

When processing a return the amount spent will be returned to you in BTV Shopping Credits. Your BTV Points earned from the initial order will remain in your Vine Club account, as the usage of BTV Shopping Credits will not earn you BTV Points. If a top up is made for an item of more value, points for the balance amount paid will then be credited.

When looking into redeeming your BTV Points, simply add the item(s) you'd like into your cart. You may select the amount of points you'd like to redeem at the checkout page.

If you change your mind, go ahead and click the 'x' on the coupon code and your points will automatically be returned to you.

Unfortunately, the discounts cannot be stacked; only one discount can be applied at each transaction. Each discount has to be fully utilised in one single transaction. Please note that any balance in value is not refundable or exchangeable for cash.

When you arrive at The Vine Club page, you will see the BTV Points you have.

All BTV Points will expire 1 year past your latest purchase, if you'd like to check the expiry dates of your BTV Points, you'll be able to do so on The Vine Club page under Rewards History.

Your BTV Points should be rewarded immediately but in the event it takes a while, do be patient!

If you’ve not received your BTV Points within 24 hours of purchase, contact us at Customer Care, we'll be happy to help.

BTV Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

Yay, Happy Birthday from the BTV Crew!

Your birthdate needs to be updated in The Vine Club at least 1 day before your birthdate for the points to be automatically credited!

You may find out more about our ongoing promotions here.

Please note that promotions and discount codes are not applicable on shipping fees.

Double check if the code you received is designed for new customers, our welcome code is a 250 ฿ off with a minimum spend of 2500 ฿. Do look out for your welcome email in case it lands in your Spam folder.

Only one discount code can be used at a time, please select the discount code you'd like to use and apply it on your order. For orders purchased with a discount code, you will not be able to use any BTV Shopping Credits from The Vine Club.

Should you change your mind and like to return your points, just cancel your selection and the points will be returned to The Vine Club account shortly! 

You may pay using Credit Card (Visa, Mastercard), or any of our alternative payment methods available at our payment checkout page.

We are looking into continuously improve our payment providers! Do contact us if you have any feedback.

Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Yes, you may!

Simply choose the option for self-collection upon check out and select your preferred location. Locations for self-collection include our stores in Thailand. Your order will be dispatched to your selected store within 3 -5 business days, after which you will receive an SMS text from the store that your order is ready for collection.

Self-collection can be made at:

Beyond The Vines Design Store, CentralWorld
999/9 Rama I Road
Groove Zone 2/F, G207
Pathum Wan, Bangkok 10330, Thailand

เซ็นทรัลเวิลด์
999/1 ถนน พระราม 1
โซน Groove ชั้น 2, ห้อง G207
เขตปทุมวัน กรุงเทพมหานคร 10330 ประเทศไทย

All sale items purchased from beyondthevines.co.th and at our stores are not eligible for returns or exchanges. Kindly check through all items before purchasing.

Discount codes are not applicable on sale items. You may however, use your shopping credits, Gift Cards or BTV vouchers from The Vine Club for your sale purchases. 

Yes, you may!

Beyond The Vines' Gift Cards are applicable to be used during sale seasons, unless otherwise stated. Do note that sales and discounts are not applicable when purchasing a Gift Card.

Please visit this link to see the list of stores open and which ones are coming soon!

We have more deets on our Pop Ups around the world on the page too!

We’re excited to build our retail teams! You may check out our Careers page here.