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FAQs

1. ORDERING

1.1 Do I need to create an account to shop with you?

No, you do not need to create an account. You can make purchases and check out as a guest anytime you shop.

But, by creating an account, you can order without entering your details each time you shop with us. If you are a frequent customer, consider creating an account for faster checkout.

1.2 How do I create an account?

Please click on ‘Login/Register’ followed by ‘Create An Account’ and fill in your details.

1.3 How do I order?

Shop for the items you want and add them to your shopping cart. When you have finished, proceed to your shopping cart and check out. Ensure that all information is correct before confirming your purchase and payment.

1.4 I’m having a problem adding items to my shopping cart.

You will be able to add items as long as they are available. There may be an instance where the item is in someone else’s shopping cart. In that case, the status of the item is reflected as ‘Temporarily Unavailable.’

1.5 How do I pay for my order?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

1.6 Can I cancel or make changes to my order?

Unfortunately, we are unable to cancel an order once it has been placed. Because of our quick turnaround time, please check your order carefully before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field ‘Voucher Code’ and click ‘Add’ before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during checkout. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement email from us to confirm that your order has been received. However, orders are only shipped once your credit card payment has been approved and billing and delivery address verified. Alternatively, you may check the status of your order in ‘My Account’ if you are a registered user.


2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders are processed within 2 working days, excluding weekends and public holidays.

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 5 working days and the Express courier is approximately 3 working days from the time your order is placed. This is applicable only to all US deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number.

2.4 What are the shipping charges like?

Shipping is FREE for all US deliveries via Standard courier. For international deliveries, you may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we auto-calculate the delivery charges based on your address without the need for payment or registration.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at marketing@company.com and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you have received a defective item from us. Please contact our Customer Care Team at marketing@company.com with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at marketing@company.com and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or color. However, we do accept returns for products purchased from us. Please refer to our Returns and Exchanges Policy for more information.

2.10 I have not received my parcel, what should I do?

Kindly email our Customer Care Team at marketing@company.com if you have not received your parcel after 10 working days and we will assist you accordingly.

2.11 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onward.

2.12 I have yet to receive my parcel within the stated time frame. Who do I contact?

You may check the status of your parcel via ‘Track your Order’ to find out why it has been delayed. Alternatively, you may drop us an email at marketing@company.com and we will assist you further.