FAQ
1. General Enquiries
1.01) Where can I get more information on Isetan’s delivery information?
Ans :
Please refer here, alternatively our delivery timings can be found below.
Delivery Timing
| Delivery Day [Excluding Sundays & Public Holidays] | Cut off Time | Delivery Time Slots (Subject to availability) |
|---|---|---|
| Same day deliveries for order made before 11a.m. | 11 a.m.(day before) | 10.30 a.m. – 1 p.m |
| 11 a.m | 1 p.m. – 4 p.m. | |
| 11 a.m | 4 p.m. – 8 p.m. | |
| 11 a.m | 7 p.m. – 9 p.m. (Mon - Fri) |
| Click and Collect (at least 1 hour in advance) | Charge (Inclusive of GST) per trip per address |
|---|---|
| No minimum purchases | Free |
1.02) Do I have to sign up for an account to make purchases online?
Ans :
Yes, you are required to sign up for an account before making purchases online.
1.03) How do I sign up for an account?
Ans :
Click on the sign up button located at the top right of the main page.
1.04) It states that my e-mail is already being used when signing up online. Why is this so?
Ans :
If you are an existing Platinum Cardmember, Isetan may have your accounts set up for you. Simply check your e-mail for the login details and reset your password. Do Contact Us if you have not received this e-mail.
1.05) I have trouble logging into my account online.
Ans :
You might want to try the Forgot My Password option or Contact Us. If that does not work, your account may be suspended due to irregular activities. If required, do contact us on the Contact Us page so we can resolve your issue.
1.06) I’ve forgotten my password, how do I reset it?
Ans :
Simply click on the Forgot My Password option at the log in page and the detailing instructions to reset your password will be sent to your email inbox.
1.07) I am having difficulty accessing Isetan’s website.
Ans :
Isetan might schedule maintenance on our systems. We will do our best to inform you of when Isetan will experience such maintenance. Ensure that you are on the latest version of a browser, and if problem persists, please Contact Us.
1.08) Can I shop from my phone?
Ans :
Yes, you can. Our online store is optimised for mobile view and all available payment methods are available as well.
1.09) Are the prices online the same as in store?
Ans :
Our online store will have online exclusive promotions from time to time. These discounts will only be available online and not in our physical store and vice versa. Be sure to check back regularly for great deals.
1.10) Are all in-store Isetan products available online?
Ans :
Not at the moment. If there are products you would like to see on our website, do let us know here.
1.11) How do I unsubscribe from marketing email communications?
Ans :
Please click on the “Unsubscribe” button at the bottom of your email to stop receiving marketing emails from Isetan. Alternatively, do Contact Us!
1.12) How do I change my delivery address?
Ans :
You can change your delivery address by modifying the delivery address in the Account Settings page after you have logged in. You can also store multiple delivery addresses in your account.
1.13) How do I change my mailing address?
Ans :
Simply fill up this form.
1.14) Who do I contact if my problem is not listed here?
Ans :
Simply fill up a form through the Contact Us page or call our Customer Service at Tel: 65-6733 1111 (11 a.m. – 7 p.m.).
2. Shipping & Delivery
2.01) What are your delivery times?
Ans :
10.30am-1pm, 1pm-4pm, 4pm-8pm, 7pm-9pm. We do not deliver on Sundays & Public Holidays.
2.02) Do you deliver on Sundays & Public Holidays?
Ans :
No, we currently do not deliver on Sundays & Public Holidays.
2.03) Do you offer same day express delivery?
Ans :
Yes, we do. Simply make an order before 11am and select from the following available intervals: 1pm – 4pm, 4pm – 8pm, and 7pm – 9pm. However, if all same day deliveries are unavailable, we will deliver them at our earliest available slots the following day.
2.04) Why are some of the delivery time slots not available?
Ans :
We do allocate a certain number of orders to our delivery time slots. Once those time slots are taken up, there is no longer an option to select those time slots
2.05) Can I change my delivery address or time slot after placing an order?
Ans :
No, currently Isetan does not offer that option. After placing an order, all time slots and delivery addresses are final
2.06) Where can I get my order delivered to?
Ans :
Isetan delivers to all addresses within mainland Singapore and Sentosa Island. We currently do not deliver to Jurong Island and any outlying islands.
2.07) What is the minimum order for free delivery?
Ans :
$100 gross for all Isetan Privilege Cardmembers and non-members.
2.08) What are the delivery costs for orders under $100 gross?
Ans :
$15 is charged for all orders under $100 gross. An extra $2 surcharge is applicable for deliveries to Sentosa Island.
2.09) What if I’m not home when my order arrives?
Ans :
We highly recommend that someone is present at home to receive the order. This impacts our delivery schedule and resources, which results in us not being able to serve you to the best of our abilities. Isetan reserves the right to charge you a redelivery fee of $10 in addition to the cost of fresh & perishable items (E.g. milk, meat) in your order that cannot be restocked.
2.10) I would like to give an Authority To Leave my delivery to my concierge/security guard or leave at my doorstep. How do I do so?
Ans :
s:Please leave any delivery instructions including Authority To Leave permissions in the order instructions/comments during check out. An Authority To Leave means that the responsibility for goods are transferred to you or your receiver. Isetan will not be liable for missing items after the delivery of your order and such delivery shall be at the Customer’s sole risk.
2.11) Will I receive an order confirmation?
Ans :
You will receive an order confirmation in your email.
3. Orders
3.01) How do I place my order?
Ans :
1. Upon account registration, add products to your cart.
2. Click on the shopping cart icon for the checkout button.
3. Choose your delivery time slot and proceed to pay.
4. You will receive confirmation via e-mail.
3.02) Can I view my order history?
Ans :
Yes, you can view your order history in your logged in account, under ‘Orders History’.
3.03) Can I amend/cancel my order after it has been paid for?
Ans :
All orders are final. We apologise for any inconvenience caused.
3.04) If I select the collect in store option, where would I collect my order from?
Ans :
You may collect your order from the delivery counter at the Isetan Scotts Supermarket, level B1. The delivery counter is located next to the Isetan lifts
3.05) Can I make an order in advance?
Ans :
Yes, you are able to order up to 7 days in advance.
3.06) Can I purchase in bulk and corporate gifts?
Ans :
We can help your organisation or individuals make bulk purchases with gifts or prizes for events such as anniversaries, staff incentives, longer service awards, lucky draws, dinner & dance or other special occasions. Simply let us know the event you are organising with your budget, and we will assist you with the appropriate gifts or prizes for your event. For our corporate customers, we can deliver the gifts or prizes to your offices. If you are interested in our gifts purchase or have any queries, you can call our Customer Service at Tel: 65-6733 1111 or e-mail us at contactus@isetan.com.sg for more information
3.07) How will my order be packed and handled?
Ans :
We will pack and handle your order with utmost care. Any perishables, frozen or chilled items will be packed with ice packs to retain its freshness when you receive it.
3.08) What happens to the items in my cart if I leave before completing my order?
Ans :
No worries, the items will be saved for your next order for a limited time only and are subjected to stocks’ availability when you return to visit our site
3.09) Do I need to present identification upon delivery when purchasing alcohol?
Ans :
The minimum age to purchase alcohol in Singapore is 18 years old. We reserve the right to request for a valid photo ID to verify recipient’s age upon delivery
3.10) Can I choose not to receive my order in plastic bags?
Ans :
For food safety purposes, we have to separate the items in your order. As such, packing them into separate plastic bags would be the safest way to do so.
4. Payment
4.01) What are my payment options?
Ans :
We currently accept MasterCard, Visa, American Express & Paypal
4.02) Is the Isetan website secure?
Ans :
Yes, Isetan is PCI compliant. We take security very seriously and safeguard your personal information
4.03) When am I charged for my order?
Ans :
All orders are final. We apologise for any inconvenience caused.
4.04) What happens if my payment method fails?
Ans :
Ans:You can retry the selected payment method or choose a different payment method. If that fails, please contact us on our Contact Us page, by e-mail or call 65-6733 1111 (11 a.m. – 7 p.m.). Isetan reserves the right to suspend any account if suspected of irregular activities.
4.05) How do I pay using e-vouchers?
Ans :
All your e-vouchers will be reflected in your Wallet at the Checkout page and you may select the amount to be used in a single order.
4.06) Why am I not entitled to free delivery?
Ans :
This is due to your order value falling below $100 gross. Amount purchased must be $100 gross and above.
5. Refunds, Returns & Exchange
5.01) What is Isetan’s return/refund policy?
Ans :
Please click here.
5.02) How do I proceed with a return/exchange?
Ans :
In the event of a return, a delivery fee will be charged if the new total purchase value (new order value) falls below $100 due to returns.
Perishables refer to Fruit & Vegetables, Meat & Seafood and Frozen & Chilled items.
For return of non-perishables products, kindly:
- 1. Pack item with original invoice and state reason for return on the same invoice.
- 2. Mail package to the following address: Isetan Scotts Delivery Counter 350 Orchard Road, Basement 1 Shaw House Singapore 238868
Alternatively, bring the non-perishable item down to the Isetan Scotts store and present your item together with the original invoice to our staff at any cash counter. If you are exchanging an item, you may wish to check the item’s availability at a particular store by calling us. Any exchange should be made within three days of purchase.
5.03) Can I return an item I purchased online to any Isetan store?
Ans :
*Any exchange should be made within 7 days of purchase.
5.04) What happens if I received an expired item?
Ans :
Contact Us and we will respond as soon as we can. We will make an immediate replacement in the next delivery slot available.
5.05) I have a problem with the products in my delivery. What am I supposed to do next?
Ans :
Please check your products upon delivery. If you are unsatisfied with your products for any reason, please Contact Us immediately.
5.06) I have received the wrong items in my delivery. What am I supposed to do next?
Ans :
Kindly check your products upon delivery. We will arrange for an exchange in the next available slot.
5.07) One or more products I ordered did not arrive. What do I do?
Ans :
Kindly check your products upon delivery and Contact Us with list of items not delivered.
5.08) Do I have to provide a proof of purchase for returns/refunds/exchanges?
Ans :
You will have to produce a physical invoice that you received in your order confirmation email.
5.09) How can I be refunded?
Ans :
Depending on mode of payment, it will be as follows. Credit card purchases are returned to the same credit card that was used in the transaction. E-vouchers are refunded back as e-vouchers. Refund by cash is not allowed. Your refund will take up to two weeks.
5.10) What if a product that I want to buy is out of stock?
Ans :
You can click on the “Notify Me” button if the product is out of stock. You will receive an email when the product is back in stock.