Order Processing & Delivery

Order Processing 

We do our best to process orders once we have received them. We pack the products in a box for safe delivery, we contact the courier company and make delivery arrangements based on the delivery information you provided.

1.    What are your operational hours?

We operate from Mondays – Fridays (9.00am – 6.00pm) except on public holidays and office closures. 

 

2.    How do I place my order? 

Please refer to the User Manual for steps on how to place orders and make payments.  

 

3.    Can I make changes to my order items after I have received the order confirmation via email?

No. Changes cannot be made to a confirmed order. The confirmed order has to be cancelled and a new order be placed.   

                            
4.    If I purchased an item before a promotion starts but is due to receive it only after the promotion is running, am I entitled to the promotion’s benefits?

No. Orders are processed at the point of our receiving them, hence, items would be charged at the price as at the moment of sale, regardless of the delivery date.   

 

5.    May I place my order through the phone?                        

No. We do not accept phone orders. 

 

6.    How do I know if I have placed my order successfully?

If your order has been successfully placed, you would receive an autogenerated email confirmation with your order number, order date, a summary of your order items and a shipping address within minutes.  

Please ensure that you have provided us with a valid email address.

If you do not receive your confirmation email within a few minutes of placing the order, please check your spam folder, in case the confirmation email got delivered there instead of your inbox. 

Alternatively, you may log in to your account and check under your Orders. 

 

7.   How do I check the status of my order? You may check your order statuses via these simple steps.

Step 1: Login to your account by keying your username and password.                           

Step 2:  Click on Orders.                                                                                         

Step 3:  Click on Order Details and search via the order number and order date of your order.

The glossary below explains the different statuses for your order.

 

Storefront Order Status
Being Processed We are processing your order.
Shipped Your order is being delivered.
Cancelled Your order is cancelled.
Failed Order unsuccessful, please place your order again.

 

 

 

 

 

 

 

8.    Can I cancel my order and be refunded? 

Yes. Please email your order cancellation request to estore.sg@euyansang.com by 12noon the working day before your delivery.

Otherwise, a cancellation fee of $50 and/or 5% of the total order amount (whichever is higher) may apply.

For example, the scheduled delivery is Monday, 1 Sept 2014. The order must be cancelled on Friday before 12noon. 

Refunds would take up to 14 working days to be processed, subjected to your credit card’s billing cycle.

 

 9.   How many days in advance can I place my order?

You may place your order 14 days in advance of your expected delivery date. However, if you wish to place an order of more than 14 days up to a maximum of 21 days in advance, please write in to estore.sg@euyansang.com

 

10.   May I collect my Eu Yan Sang eStore order at Eu Yan Sang retail stores?    

Yes. Our Click & Collect service allows you to collect your e-Store orders at all our retail stores island-wide except for Icon Village, South Bridge and our Changi Airport outlets.

Same day collection is available 5 hours after orders have been placed before 3.00pm. Orders made after 3.00pm to midnight can be collected next day 3pm. Orders made after 12 midnight can be collected on the same day from 3pm onwards. You may also choose to collect up to 14 days in advance.

For Click & Collect orders, we regret to inform you that we are unable to make any changes to the order and chosen store location once the order has been confirmed. Also, gift hampers are not available for collection with our Click and Collect service. 

11.   Can I customise my own hamper with various items from Eu Yan Sang eStore?

No. This option is currently not available.    

 

12.   Where do I put my well wishes or my gift message in the order?

You may include a greeting message with your order upon check out, before payment. A complimentary greeting card with your gift message would be provided. 

This is available as an option under “Do you have a gift message?” under the page ”Enter A Shipping Address”.

 

13.   I am interested in placing a bulk order, what should I do? 

Please send your bulk order requests to estore.sg@euyansang.com and our friendly Estore assistant would respond your enquiry within one to two working days.

 

14.   What should I do if I face issues when placing my order? 

You may reach us at:        
Email: estore.sg@euyansang.com
Phone:  1800-888-1879 (Singapore)
           :  +65 6749 8830 (Overseas)

Operation Hours: Mon – Fri (9.00am – 6.00pm GMT+8)

 

15.   Would my recipient be receiving an invoice together with the order item(s)? 

Singapore Deliveries

We do not attach invoices for all Singapore deliveries. 

International Deliveries
For customs declaration purposes, a commercial invoice would be included.  

 

Click & Collect Orders

Our Click & Collect service allows you to collect your e-Store orders at all our retail stores island-wide except for Icon Village, South Bridge and our Changi Airport outlets.

1.   How soon can I collect my order from the retail outlets?

Same day collection is available 5 hours after orders have been placed before 3.00pm. Orders made after 3.00pm to midnight can be collected next day 3pm. Orders made after 12 midnight can be collected on the same day from 3pm onwards. You may also choose to collect up to 14 days in advance. 

2.   What do I have to bring to collect my Click & Collect order? 

Please bring along your Click & Collect order confirmation email with your particulars filled up at the “Collection of Click & Collect” section and present them to our retail staffs for verification. Our retail staffs will then pass you your packed order.    

3.   Can I change my Click & Collect orders? 

We regret to inform you that we are unable to make any changes to the order and chosen store location once the order has been confirmed. Also, gift hampers are not available for collection with our Click and Collect service. 

4.  Do you accept third party collection? 

Yes, we do accept third party collection. Customer has to complete the “Collection of Click & Collect” section and the collecting party who is collecting on behalf will have to fill up the “Third Party Authorization” section under order confirmation email. 

5.  I placed a local delivery order but will like to change it to Click & Collect orders now. Can I do that?

Please contact us at estore.euyansang.com with your order number for us to check if your order has been shipped. If your order has been shipped, we regret that we are unable to make the change. 

6.  Can we select hampers to Click & Collect at the retail outlets?

No, we regret to inform you at this moment we are unable to accept all gift hampers for Click & Collect. 

 

 

Delivery

We provide delivery to multiple delivery addresses in a single payment. You may view the delivery options at Checkout. Please note the Rules & Regulations surrounding our delivery. 

1.  How much will I be charged for delivery?

Singapore deliveries are charged at a standard rate of S$15 per address unless otherwise stated. Look out for our Free Singapore Delivery promotions from time to time.

Overseas delivery charges are quoted on the Order Summary at the billing page. 

 

2.    Where do you deliver to?

Local Delivery (Singapore)

We provide delivery to all locations in Singapore except the following. 

  • Jurong Island
  • Airport Cargo
  • Alps Ave
  • PSA Terminals
  • SAF Camps
  • Jurong Port
  • Sentosa Island
  • Prisons
  • Singapore Technologies Buildings
  • Shipyards

 

International

We deliver to the following countries outside Singapore.  Please visit www.euyansang.com.

  • Australia
  • France
  • Japan
  • Switzerland
  • Taiwan
  • United Arab Emirates
  • United Kingdom

 

3. How many days in advance can I choose my delivery dates? 

You may place your order 14 days in advance of your expected delivery date. However, if you wish to place an order of more than 14 days up to a maximum of 21 days in advance, please write in to estore.sg@euyansang.com.

 

4. What are your delivery timings?

Local Delivery (Singapore)

We deliver from Mondays to Fridays and also offer the choice of Saturday deliveries except if the chosen weekday or Saturday is a public holiday.

Each delivery slot has a maximum capacity and we would encourage you to place your order in advance.

The available time slots per day are as follows:

Mondays to Fridays (excluding public holidays)

9.30am – 12.00pm

12.30pm - 5.30pm

6.00pm – 9.30pm

Saturdays (excluding public holidays)

9.30am – 1.00pm

Order Time

Earliest Available Delivery Timeslot

Example

Monday – Friday

Before 12noon

Next Working Day

For orders placed on Monday, 9.30 am, earliest available timeslot will be Tuesday.

Saturday, Sunday & Public Holiday

Following Working Day

For orders placed on Saturday, earliest available timeslot will be Tuesday on the following week.

 

 

5.    May I make changes to the delivery address?

Local Delivery (Singapore)

Yes. Please contact us by 12noon the working day before your delivery.  For example, the scheduled delivery is Monday, 1 Sept 2014. The delivery address must be confirmed by before 12noon.

Email: estore.sg@euyansang.com 
Phone:  1800-888-1879 (Singapore)
          : +65 6749 8830 (Overseas)
Operation Hours: Mon – Fri (9.00am – 6.00pm GMT+8)

Otherwise, $50 cancellation fees may apply.

If delivery attempt has been done, a courier charge of $15 would be levied.

Click & Collect (Singapore)

No. For Click & Collect orders, we are unable to make any changes to the order once the order has been confirmed. 

 

Rules & Regulations 

Delivery Exceptions

Ensure the recipients’ addresses and contact details are correct before proceeding with payment at Checkout.

Singapore deliveries returned to Eu Yan Sang after failed attempts by the courier company to contact the recipient will be forfeited.

International deliveries not received by the recipient after failed attempts by the courier company to contact the recipient will be treated as abandoned at the receiving country.


Terms & Conditions

Local Deliveries

1. Deliveries not received, abandoned or returned will be forfeited. Customer assumes all losses. No refunds will be made.

2. Ensure that each recipient's address and contact details are correct and accurate before proceeding. The courier company will only make limited attempt(s) to deliver your package to the recipient according to the delivery details provided.

International Deliveries

1. Order invoices (with full pricing details) will accompany each delivery as required for customs declaration.

2. Deliveries are subject to custom regulations. Customer assumes all losses for packages that have been rejected entry, confiscated, abandoned, destroyed or returned. No refunds will be made.

3. Deliveries are subject to custom duties, taxes and fees payable by the recipient at the destination country.

4. Customer is advised to verify with relevant authorities regarding import regulations of the receiving country when in doubt.

5. Ensure that each recipient's address and contact details are correct and accurate before proceeding. The courier company will only make limited attempt(s) to deliver your package to the recipient according to the delivery details provided.