FREQUENTLY ASKED QUESTIONS

[Orders]

Q1: How long does it take to confirm my order?
A
: After you have placed your order, you will receive an email confirmation to inform you that your order has been received. If you did not receive an email confirmation from us, (it may be in your junk folder, kindly check there as well), this means that we have not received your order and no payment has been received by our online store. 

Q2: Where is my order number?
A
: You can find your order number in the email confirmation. Otherwise, you may log in to “My Account” and view your order history and order number there.

Q3: Can I amend my order after it has been confirmed?
A
: Once you have confirmed and paid for your order, you cannot amend your order.

Q4: Can I cancel my order?
A
: Once you have confirmed and paid for your order, you cannot cancel your order.

Q5: What happens if a product I ordered is out of stock?
A: On the rare occasion when a product you have ordered is out of stock, we will process a refund for that product.


[Delivery]

Q6:Where do you ship to?
A
: We only ship domestically within the Republic of Singapore.

Q7: How can I track my order?
A
: Singapore
You will receive a notification via SMS/email containing a link which enables you to track the progress of the delivery of your order.

Q8: What are the delivery options available?
We're pleased to offer our standard delivery option as follows:

Service

Cost

Estimated Delivery Time Frame

Standard

S$10.00 for orders S$99.99 and below 
Free for orders S$100.00 and above

7-10 working days

 
We do have some terms and conditions for delivery though! 

  • Delivery times are based on orders placed before 12pm SGT.
  • Delivery fees apply if your purchase is less than S$100.00 after discounts are applied. 
  • Delivery may take additional time during sale/promotion periods and holidays. Delivery times may also be affected by change in governmental regulations or  unforeseen circumstances such as extreme weather conditions. 
  • Delivery is only available on weekdays (excluding Singapore Public Holidays). 

Q9: Are there any areas you do not ship to?
A
: We require a signature upon delivery for all orders. We do not deliver to P.O. boxes, parcel lockers, restricted areas and off-island areas. Restricted areas include (but are not limited to) all airport areas (within Changi Airport and Seletar Airport), Changi Cargo Complex, PSA Terminals, military bases and protected areas, Jurong Island, Woodlands & Tuas Checkpoints. Please note that you will have to bear delivery charges for failed delivery attempts to such restricted areas.

Q10: Can I make changes to my delivery method after my order has been confirmed?
A: Once you have confirmed and paid for your order, you cannot make changes to the delivery method.

Q11: I have entered the wrong or incomplete address, what should I do?
A: Please check your delivery address details before you checkout. The delivery address cannot be amended once the order has been paid for and confirmed.  In the event that the wrong or incomplete delivery address is indicated in the order, and the package is delivered, we will not be liable for any replacement or refund. You will have to bear any additional costs for change of address for parcels with wrong/incomplete address.

Q12: I have yet to receive my order, what should I do?
A: Please email our Customer Service Team with your order number and estimated delivery date for assistance.

Q13: What happens to a failed delivery?
A: If you are not present during the first delivery attempt, we will attempt to re-deliver your order on the next available date. If both delivery attempts have failed, there will be a re-delivery fee that you will have to pay.

[Payment]

Q14: What are the payment methods available?
A: We accept payment via credit cards such as MasterCard and Visa.

Q15: Will you store my payment information?
A: We do not store any customer’s card information. All card information is directly transacted in a secure manner via our payment gateway providers.

Q16: My payment has been declined, what should I do?
A: Please try again and ensure that all details required by our payment gateway providers such as your card number, expiry date, etc. are correctly filled in. If the problem persists, you may wish to contact your issuing bank or try an alternative payment mode.

Q17: Do I have to pay for duties & tax?
A: The local Goods & Services Tax (GST) of 7% (or as amended from time to time in accordance with Government’s directives) is automatically applied to your order in accordance with Singapore tax regulations.

[Returns]

Q18: What is your returns policy?
A: We hope you enjoy what you have ordered.  However, if you are curious about our returns policy, please click here.

Q19: What do I do if I have an allergic reaction?
A: As different skin compositions and conditions may have different reactions to a particular product, we advise that you review thoroughly the listed ingredients of products to help you identify any sensitivities with certain ingredients.  We also suggest that you do a skin patch test to determine the sensitivity of your skin against the product.

If you've experienced allergic reaction after using any of our products, please immediately stop using the product if allergic reaction develops and seek medical attention immediately.

Please also get in touch with our Customer Service Team who will be glad to assist you.

In your communication with our Customer Service Team, please include:

  • Your order number;
  • The full name of the product that caused an allergic reaction; and
  • A detailed description of the symptoms experienced


[My Account]

Q20: How do I create an account or log in to my account?
A: To create a new account, simply click on “Create an Account. You will be directed to a page where you can fill in your particulars.

To log in to an existing account, click on “Sign in. You will be directed to a page where you are required to enter your credentials such as email address and password.

Q21: I am having problems logging into my account.
A: If you receive a prompt that your email address/password is not recognised, please try the following:

Please clear your cache and browser history. Close and open a new browser window and try again.

Ensure that you are using the correct email address and password that you registered with

If you have forgotten your password, click on “Forgot your password?” and follow the instructions to reset your password.

If you are still experiencing problems after trying the above, please contact our Customer Service Team for assistance.

Q22: How do I reset or change my password?
A: To reset your password, please “Sign in to your account. Under the tab “My Account”, you will be able to select “Change Password’.

If you have forgotten your password, click on “Forgot your password?, enter your email address and click “Submit”’. You will receive an email with a link to reset your password. 

Q23: How can I update my account details?
A: Sign in to your account and manage your account details under “My Account”. You will be able to update or edit your particulars.

Q24: Will my personal information be shared with third parties?
A: All personal information submitted by you will be kept secured and confidential. Your personal data may be shared with third parties who perform services on our behalf, but only to the extent necessary for the services to be performed. These third parties include banks and payment vendors for processing of payment, courier service companies, professional advisors such as auditors and lawyers. 

Q25: What is the difference between promotions at your online store and at your retail outlets?
A: The online platform and our retail outlets may have different promotions. On some occasions, the online platform may run exclusive online promotions for a limited time that are not available at retail counters. For further enquiries, please check with our Customer Service Team.

Q26: How can I contact your Customer Service Team?
Please contact us at ecom@shakurabeauty.com