FAQ

PAYMENT RELATED

What payment methods do you accept?

We accept PayNow. Please ensure that you include your order number in your PayNow reference field, and send a screenshot of your payment confirmation to [email protected]

Why do you only accept one form of payment method?

There are no payment transactional fees incurred if customers utilise PayNow. Payment gateways that accept credit cards have transactional fees involved. We do not wish to pass on such costs to our customers, but at the same time, we are unable to absorb the cost at this stage.

 

ORDER RELATED

When will I receive my order?

Usually within 3 working days from the time your payment has been received. 

Which courier service do you use?

We use Speedpost Standard and the rate charged to us is S$6. We do not profit from the delivery fee.

What happens if I am not home to receive my order?

If you are not available to receive your delivery, Speedpost will drop off your parcel to the closest POPStation. You will be notified via SMS, email or with a Delivery Advice card indicating your parcel is available for collection. Your parcel will stay at the POPStation for 3 days from the time you receive the SMS/email notification or the Delivery Advice. 

If your parcel is still not collected from the POPStation after 3 days, another re-delivery attempt will be made to your address. Re-delivery will be attempted up to 2 times, after which the parcel will be returned to us. Unfortunately if this happens, we will inform you and you will be charged for delivery again.

Please note that for customers who live in private condominiums, your parcels will usually be dropped off within your estate's Parcel Santa locker. If your condominium does not have the Parcel Santa facility, then your parcel will be redirected to your closest POPStation. 

What happens if my order arrives damaged?

We take extra care in ensuring that all items are packed securely to prevent any damage during transit. However in the event that you do encounter damaged items (knock on wood!), please contact us and we will assess it on a case-by-case basis. 

What happens if I accidentally keyed in the wrong shipping address?

Please contact us immediately via email and include your order number in the subject title. Unfortunately, once the shipping label has been generated, we are unable to change the shipping address and you will be charged for delivery again. If an order has been returned to us, you will be charged for redelivery.

Can I cancel my order after it has been placed?

Orders may be cancelled only if it has not been packed and shipped out. Please contact us immediately if you wish to cancel your order. 

Do you offer refunds or exchanges?

Unfortunately, we do not offer refunds or exchanges due to change of mind for items that have been shipped out. If it is a damaged item, please contact us and we will assess it on a case-by-case basis. 

 

PRODUCT RELATED

How are your products stored, especially the drinks/food items?

All products sold on our website are stored in a cool and dry room where there is no direct sunlight. Humidity in this room is kept low as the dry mode on the air conditioner is used alongside with dehumidifiers. 

How should I store my products?

We recommend keeping all your unopened products in a cool dry area away from direct sunlight. 

For soap, shampoo and conditioner bars: Keep them on a soap dish that is away from direct stream of water. Keeping your bars as dry as possible in between each use, will help them last longer. 

What is the shelf life for your drinks/food items?

All our drinks and food products have a Best Before date labeled on them. Kindly refer to that Best Before date prior to consumption. Any edible products that are within a 1 month range of the Best Before date are removed from our inventory and will not be sold to customers. 

 

DISCONTINUED RANGE

Will you restock the Freshwater Farm Hemp Seed Oil range?

Prior to import, necessary checks were performed to ensure that ingredients complied with the requirements of the ASEAN Cosmetic Directive. Hemp Seed Oil is not listed as a prohibited or restricted ingredient. However, as we are not 100% certain whether it is fully compliant to Singapore's legal regulations, all products containing Hemp Seed Oil have been permanently discontinued and removed from our product range.

Please note that our soaps do NOT contain any detectable levels of THC (the psychoactive chemical component).

Why do you discontinue certain brands or products?

As a small business with limited space, we need to ensure there is constant stock movement. If an item or brand isn't receiving as much traction, we would rather discontinue it and bring in something else. The way you shop ultimately determines what we stock.

 

 

Feel free to contact us if you have any further questions: