Frequently Asked Questions (FAQ)
About Kwertie Keys
What is Kwertie Keys?
Thanks for visiting our site. We're Kwertie Keys! We are a pair of buddies/ simpletons with a keen interest in bringing the joy of mechanical keyboards to the masses. We pride ourselves in being able to provide a personalized experience for both amateurs as well as enthusiasts around the world.
How do I contact you?
Just drop us an email to kwertiekeys@gmail.com or use the live chat on the bottom right. We will reply you when we can. For customers in Singapore, you can also find us on carousell. We usually reply the very same day.
Where are you based?
We are based in Singapore.
Do you have any reviews for your products?
Customers do write reviews (when they feel like it) on independent platforms such as shopee, lazada and carousell. Unfortunately, we are too broke to pay for good reviews, so what you see is pretty much accurate.
I used the chat function but no one replied, so what do I do?
We'll let you in on a secret, we don't use bots. Each query is handed by a real person, and even though we get customers from Americas, Europe and Oceania, we still operate mainly on a Singapore time zone. For example, 2pm in New York is 2am in Singapore and we are snoring away. We do sleep ya know.
Payment
Can I self collect?
We prefer postage for all orders. However, we understand that we can be somewhat subjectively attractive. If you don’t mind seeing our hideous faces, have a chat with us using the chat function if you wish to self-collect.
Can you be trusted with my cash and credit card information?
We joke a great deal but we know how hard you worked for this. We take it very seriously and check each item before it is sent out, because we really want you to like us.
We will not store your credit card details as the payments are handled by third-party reputable providers (Stripe and Paypal). We will also never share your personal information with anyone else for two reasons. First of all, it’s wrong and secondly, we really have no one else to share anything with.
Any alternative methods of paying? What about the offline payment option?
For international customers, we apologize that paypal and stripe are the only two providers we are using at the moment. If you have a credit card, you should find it hassle free.
Shipping & Returns
Where is my order?
If you have only received notification that Kwertie Keys has received your order, it means that we are still in the midst of processing and preparing your item to be shipped out. Give us 3 working days to react before coming after our asses, because most of the time the items can't be shipped out due to the weekend and postal guys want to spend time with their family on weekends and public holidays instead of working.
When your order is shipped out, you will receive a confirmation email that your item has been shipped out, together with the tracking number. The tracking number should be able to show you the status of your item. If that does not work, send us an email at kwertiekeys@gmail.com, we’ll try our best to help you out.
My order never arrived or is defective. What should I do?
Shout at the lady. That’s right, shout at lady luck for wretched luck. Relax, and send us an email at kwertiekeys@gmail.com, explain everything and let us see what we can do for you.
I made a mistake in my order details. What should I do?
If the order has been sent out, and sent to a wrong address, there is a lucky fella somewhere out there. If the order has not been sent out, drop us a message using the chat function with your order number and we will rectify anything you wish.
How long is the wait time for your custom-made products?
In general, there is a two weeks lead time for customization before it is ready to be shipped out. This applies to keyboards, cables and wrist rests. If we require more time before your order can be shipped out, we will send you an email to notify you.
Do you accept returns?
Unfortunately, we accept returns only for defective items. If you would like to return an item, simply fill in the form and provide details for the reason. We will contact you on the next steps. If you've broken it yourself and want us to refund you, we'll first ask you why you are doing this to us.
Are there different delivery options?
Yes there are, the options provided are the best balance between pricing and delivery time.
Can you use normal basic mail because it is cheaper?
Yes we can, especially for low value and small items. For high value and large items, we try to accede to your requests, but at the same time you have to bear the risk of it going missing or lost without tracking. Registered mail or courier delivery remains the preferred options.
Products
I have more questions about an item.
We understand that you may need more information to make a decision. Feel free to ask away, and we will do our best to address them.
I am after a certain item. Do you have it?
Usually, what we have are all listed on the website. If you are after something specific, we can try to use every resource available to us to try and source it for you. No guarantees though, we are after all simpletons.
I need advice on this...
We are definitely not know it alls, but we do know some things that could be helpful to you. No worries, let us know and we'll see if we can address that query. Don't bother asking us about life advice though.
Do you do custom keyboards?
Yes we do. Slide into our DMs to let us know your requirements, we can provide you with some photos of previous projects with other customers.