Singapore brides who ordered customised wedding shoes from local footwear label Divine say they have been left waiting for updates, with some claiming they have been unable to contact the business weeks before their wedding dates.
The complaints have prompted a police investigation after customers began sharing their experiences on social media. One customer has also created a WhatsApp group to connect people who say they have been affected, claiming that around 60 individuals — including customers and former employees allegedly owed salaries — have come forward.
The controversy centres on Divine, which operates under the online identity DVNLABEL and promotes footwear designed for women with wide and larger feet, including customised wedding heels.
In a report published on November 6, 2026, AsiaOne spoke to customers who said they had paid for their orders but received no meaningful updates about production or delivery. The Singapore Police Force confirmed to the publication that reports had been lodged and that the matter was being looked into.
The allegations have raised concerns among couples who depend on small wedding vendors to deliver customised products on time, particularly when their ceremonies are approaching. AsiaOne+1
Bride Says She Paid S$276 but Her Custom Wedding Shoes Never Arrived
One customer, identified as Faizah, told AsiaOne that she placed an order for customised bridal shoes on July 3 after her fiancé discovered Divine through TikTok.
The 31-year-old said she paid S$276 in full after a staff member told her the shoes would be ready by early October. She was also reportedly shown mock-ups of the design to give her an idea of what the finished footwear would look like.
However, when October arrived, she said she received no update about the order.
Faizah told AsiaOne that her earlier exchanges with the seller had stopped in late July. By late October, her WhatsApp messages reportedly remained on a single tick, while her attempts to contact the business through TikTok direct messages went unanswered.
She became increasingly concerned after noticing comments from other customers describing similar experiences.
Faizah confirmed that she had not filed a police report at the time she spoke to AsiaOne.
Her experience illustrates the uncertainty faced by customers who pay in advance for made-to-order wedding products but cannot obtain reliable information about when their purchases will be completed. AsiaOne
Another Customer Paid S$198 for Wedding Heels and Says the Business Stopped Responding
A second customer, identified as Syera, shared a similar experience involving customised wedding heels advertised for S$198.
The 29-year-old said she first contacted Divine on July 12 after seeing a promotional offer. She paid a S$10 booking deposit before visiting the business’s studio at Serangoon Road on July 19.
During the appointment, she selected fabrics for her shoes and was asked to pay the remaining S$188.
However, after the appointment, she was reportedly informed that her preferred fabric was out of stock and was asked to choose an alternative.
Syera said her last exchange with the business took place in September. Although the shoes were supposed to be completed in early November, she said she had received no further updates.
After discovering another customer’s complaint on Threads, she posted about her experience on Instagram on October 29.
She subsequently created a WhatsApp group on October 31 to connect people who believed they had encountered similar problems.
Syera told AsiaOne that approximately 60 individuals had joined or come forward by the time of the report. She said the group included customers as well as former employees who allegedly had not received their salaries.
AsiaOne reported that Syera had lodged a police report. AsiaOne
Wedding Customers Turn to TikTok and Social Media for Answers
The complaints have also spread to TikTok, where users have reportedly left comments describing delays and a lack of communication from the business.
Some customers said they had ordered customised wedding heels in August but had yet to receive updates.
Others claimed they had been waiting since September for information about their purchases.
One customer reportedly said the shoes were supposed to be ready during the first week of October, with the wedding less than two weeks away. After repeated attempts to contact the seller allegedly failed, the customer said they had to find replacement shoes that would match the wedding dress and their partner’s outfit.
The situation highlights a particular problem with customised wedding products: delays can affect more than the purchase itself.
Unlike ordinary footwear that can be replaced easily, bridal shoes are often selected to match a specific dress, colour scheme, heel height and wedding-day look. A late delivery can leave couples with very little time to find a suitable alternative.
However, the social-media accounts remain allegations from individual customers. The full number of affected orders, the total amount of money involved and the reasons for the reported communication breakdown have not been independently established. AsiaOne
Police Confirm Reports Have Been Lodged
The Singapore Police Force confirmed to AsiaOne that reports had been lodged and that officers were looking into the matter.
The police confirmation is significant because it establishes that the complaints have reached law enforcement.
However, an investigation does not automatically mean that a crime has been proven. The circumstances surrounding the orders, payments, communications and alleged outstanding salaries will need to be examined before any conclusions can be drawn.
AsiaOne said it had contacted Divine for comment.
As of the publication of its November 6 report, the business had not provided a response to the publication’s questions.
There has been no publicly confirmed announcement of charges or a finding of wrongdoing against the business. AsiaOne
Who Is Divine, the Singapore Footwear Brand at the Centre of the Complaints?
Divine markets itself as a Singapore footwear label specialising in shoes for women with wide and larger feet.
The brand’s website describes its products as combining comfort, inclusive sizing and fashionable designs. Its offerings include everyday footwear, sandals, occasion shoes and customised bridal heels.
The business has previously received media attention for addressing a gap in Singapore’s women’s footwear market.
In a March 2025 report, Berita Harian profiled Divine Label founder Noraziirin Razali and business partner Mohamad Azlan Subtu.
The report said the business began in 2023 with an initial capital of S$3,000. Its focus was on providing stylish footwear for women who struggled to find comfortable shoes in larger sizes.
The founders said their products were designed to serve customers who often had to buy shoes in sizes that did not fit properly simply because wider or larger options were limited.
The report described Divine Label’s expansion into different collections, including wedding footwear and children’s shoes.
This background is important because the current complaints concern a business that had previously built its identity around serving customers whose footwear needs were not always met by mainstream retailers. BeritaHarian+1
Divine’s Website Still Lists Custom Wedding Shoes and Studio Appointments
At the time of checking, Divine’s official website continued to display products, custom wedding heels and studio appointment information.
Its website lists customised wedding heels starting from S$198, with options for custom sizing based on foot measurements, colours, heel heights and designs.
It also advertises a production and delivery period of up to three weeks for its standard made-to-order footwear.
The website lists a studio appointment address at 444 Serangoon Road, #06-01, Singapore.
However, the presence of an active website does not establish that orders are being fulfilled normally, that the studio is operating as usual or that the customers’ complaints have been resolved.
The business’s published terms also state that purchases are generally final, with exchanges limited to specified sizing conditions. How those terms apply to orders that have allegedly not been delivered is a separate question that may depend on the individual contracts and circumstances.
Customers with outstanding orders should preserve their order confirmations, payment records, messages and any written delivery commitments. DIVINE+1
Singapore’s Wedding Industry Has Faced Other High-Profile Business Disruptions
The Divine complaints come amid wider concerns about the reliability of wedding and bridal service providers in Singapore.
In August 2026, Korea Artiz Studio abruptly ceased operations, leaving couples who had paid for photography and bridal packages struggling to secure refunds or replacement services.
The Consumers Association of Singapore (CASE) received 66 complaints between August 14 and 18 involving more than S$271,000 in reported prepayment losses.
Customers said they had paid substantial sums upfront for photography, gowns, videography and other wedding services that were not delivered.
The Straits Times and Channel NewsAsia reported that affected couples were left uncertain about scheduled sessions, while some employees also said they were owed wages.
The incident prompted CASE to remind consumers to review contracts carefully, obtain written confirmation of services and retain payment records.
The Divine case is different: the current reports concern customised footwear orders rather than a photography studio’s sudden closure. Nevertheless, both situations demonstrate the financial and practical risks couples can face when they pay substantial amounts before receiving wedding services or products. The Straits Times+1
WWC ONE MEDIA previously covered the Korea Artiz Studio disruption and the problems faced by couples after the business stopped operating. Read: Korea Artiz Studio Closure Leaves Singapore Couples Facing Wedding Photography Losses.
The broader pressure on Singapore businesses is also reflected in Singapore Firms Face Growing Payment Delays as Customer Defaults Rise.
For another example of a consumer dispute that drew widespread attention, see Singapore Watchdog Clarifies Hong Kong Mineral Boutique Owner Was Not Part of DNA Brands Investigation.
The risks of unresolved customer complaints and alleged business misconduct have also featured in Sembawang Family Says Stall Owner Threw Their Water Bottle Twice — But the Operator Tells a Very Different Story.
Government Says No Wedding, Bridal or Photography Businesses Were CaseTrust-Accredited as of July 2026
A September 8, 2026, written parliamentary reply from Singapore’s Ministry of Trade and Industry provides another important piece of context for consumers.
The ministry said there were 909 entities across the various CaseTrust accreditation schemes as of July 31, 2026.
However, it also confirmed that there were no CaseTrust-accredited businesses in the wedding, bridal and photography sector at that time.
CaseTrust is a voluntary accreditation scheme that recognises businesses committed to fair-trading standards, including transparent pricing, proper documentation, prepayment protection and dispute-resolution processes.
The ministry said businesses in the wedding and bridal sector were welcome to apply for accreditation, while CASE would continue engaging the industry to encourage participation.
This does not mean that every non-accredited wedding business is unreliable. Accreditation is voluntary, and the absence of accreditation alone is not evidence of misconduct.
Nevertheless, the government response highlights why couples should pay close attention to payment arrangements and written protections before committing large sums to wedding vendors. Ministry of Energy, Trade and Industry
What Customers With Outstanding Divine Orders Should Do
Customers who believe they have been affected should take practical steps to protect their interests while authorities look into the reports.
These include:
- Keep proof of payment: Save bank transfers, PayNow records, card statements and receipts.
- Preserve all communications: Keep WhatsApp messages, emails, social-media conversations, order confirmations and design mock-ups.
- Document delivery commitments: Save any written statements specifying expected completion dates, materials, measurements or agreed designs.
- Contact the business through its official channels: Keep records of attempts to obtain an update or a resolution.
- Consider contacting CASE: Consumers can seek advice and assistance through the Consumers Association of Singapore.
- Contact the relevant bank or payment provider: Customers who paid by card or through a payment service can ask whether a dispute or chargeback process is available. Eligibility depends on the provider’s rules and the circumstances of the transaction.
- Report suspected offences: Anyone who believes they have information relevant to the police investigation can approach the Singapore Police Force.
Customers should avoid publicly presenting unverified accusations as established facts. Keeping records and allowing the authorities to investigate will be more useful than relying solely on online speculation.
The Bigger Question: Will Divine Respond to Customers Before More Wedding Dates Are Put at Risk?
The complaints against Divine have created uncertainty for customers who say they paid for customised wedding shoes but have not received the products or meaningful updates.
For brides with ceremonies approaching, the concern is immediate: finding replacement footwear can mean additional expenses, last-minute alterations and unnecessary stress during an already demanding period.
The reported WhatsApp group of around 60 individuals also raises questions about how many orders may be outstanding and whether former employees’ alleged salary claims are connected to the same business difficulties.
At this stage, those questions remain unanswered.
The police have confirmed that reports have been lodged and that the matter is being looked into. AsiaOne has contacted Divine for comment, while the brand’s website continues to list products and appointment services.
The next important developments will be whether the business responds publicly, whether customers receive their orders or refunds, and what the police investigation establishes.
For now, the case serves as a warning to couples planning weddings: a beautiful design and an attractive price are not enough. Clear contracts, realistic delivery schedules and payment protections can make a critical difference when a vendor fails to meet expectations.
