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FAQ

Account Orders Payment Local Shipping Overseas Shipping Returns & Exchange Rewards

 

Account

Do I need to register to make a purchase?
Yes! By registering, your address will be saved for a faster checkout and you will also earn rewards points to redeem discount vouchers for your next purchase
What are the other features under a registered account?
You will able to view your orders, change your personal information, send us a message, view your wishlist and recently viewed products

 

Orders

How do I make a purchase?
• Register for an account or login to your account • Once you have selected an item, click on ADD TO CART button
• Go to the CART icon at the top right corner, click on VIEW CART or CHECKOUT
• Review the items in your CART. Click on UPDATE CART if changes are made to the orders.
• Enter points to apply discount if any.
• Enter coupon code if any.
• Click on PROCEED TO CHECKOUT
• Verify on your billing/shipping address
• Agree on terms and conditions
• Click on PROCEED TO PAYPAL to complete your payment and order. An email containing your order information will be sent to you. All Prices indicated are in Singapore dollar (SGD) and inclusive of GST. For bulk purchases, please contact us at enquiry@shicara.com
Upon payment, can I change or cancel my order?
We are not able to amend or cancel the order once payment is processed. Please review all items in the cart before checking out.
How do I check my order confirmation number?
The order confirmation number will be indicated in the email that will be sent to you upon payment. Alternatively, you can view your order history in your MY ACCOUNT page.
Can I still order when the item is out of stock?
Items that are listed as out of stock are pending stock replenishment. You may wish to add the item to your WISHLIST page and check back regularly.

 

Payment

What kind of payment methods are accepted?
We accept Paypal and all major credit cards.
Is payment secured?
Yes! All payment transactions are performed under a secured payment gateway. It is important to us that our customers shop with a peace of mind.
Do you accept bank transfer?
We do not accept bank transfer at this point.
Do you accept PayLah! or PayNow?
We do not accept PayLah! or PayNow at this point.

 

Local Shipping

Is there a shipping option for Singpost mail?
We do not do Singpost mail as it is untrackable and there is a risk of parcel loss.
How about registered mail and smartpac?
We do not do registered mail and smartpac as the insurance coverage is too little. And there are instances of delivery to the wrong address.
How much is your shipping cost for local shipping?
Shipping is charged at a flat rate of $3.50 for local courier delivery. For orders above $60.00, you are entitled to free shipping. Rates are applicable for domestic (Singapore) orders only.
How long does local shipping take?
Shipping will usually take 3-5 working days upon payment confirmation.
Where do you deliver to in Singapore?
We cover the whole of Singapore, except for restricted locations like:
- military base, naval base
- shipyards
- Sentosa
Not sure if your address falls under the restricted locations list? Please contact us via the Contact us form or email us at enquiry@shicara.com, we will advise you accordingly.
How do I track my order?
Once your order has been arranged for courier delivery, you will be notified via email which includes a tracking number and tracking link.

 

Overseas Shipping

We provide worldwide delivery.

Is there any free shipping for overseas shipping?
As we try to keep our margins low, we are unable to support free overseas shipping.
What is the logistic carrier?
We provide several options for logistic delivery depending on your country of residence. You are able to select from the available international couriers, based on delivery lead time and shipping cost.
How much is the Overseas Custom Tax?
Overseas custom tax rate differs by country and product value. Upon checking out the cart, you will be able to see the custom tax duties that is payable. This amount will be payable upfront, so that the parcel will not be stuck at the custom awaiting for custom tax payment. We hope that this will ensure a smooth purchase experience.
What about the Oversea Government Service Tax?
Similar to the oversea custom tax, this amount differs by country and it will be pre-paid upon cart checkout to ensure a smooth purchase experience.

 

Returns & Exchange

Can I return or exchange a product?
A product can only be exchanged if the wrong product is sent or if the item is damaged during delivery.

For product return and exchange request, please contact us via the Contact us form or email us at enquiry@shicara.com within 14 days upon receipt of your order.

Product must be in its original purchase condition, packaging must be unopened, unused and not defaced in any manner. Items purchased as part of a set or a multi-item pack must be returned as a whole set.

For returns, any gift, samples or items received as part of the order must be returned as well.
Can I return or exchange a product for international orders?
Unfortunately, we are unable to accept returns on international orders and shipments.
What if I have a change of mind?
As much as we would like you to have a great shopping experience with us, we do not accept exchange or return due to change of mind.
What do I do if I receive a defective product?
Although we try our best to protect the products during packing, there could be instances where the product is damaged during delivery transit. Rest assure that these will be eligible for exchange and we will get it replaced as soon as possible.

You can provide your order number and details via Contact us form or email us at enquiry@shicara.com.
What if I receive the wrong item?
You can provide your order number and details via Contact us form or email us at enquiry@shicara.com. We will get this rectified as soon as possible.
Can I ask for a refund instead?
Refunds are only offered on a case by case basis. Please provide your order number, details and reason for refund via Contact us form or email us at enquiry@shicara.com.
How is the refund amount calculated?
Refund will be based on the final payment amount. Any discounts applied will be deducted.
What happens to the rewards credit after refund?
Rewards will be credited back to your rewards account.

 

Rewards

What is this rewards program about?
This reward program allows buyers to earn points during purchase and use it to offset against their next purchase. Instead of using the points to redeem a particular product, we would like to empower buyers with more freedom on what they can do with the points.
Earning points:
Points earned will be based on payment amount. Assuming the product purchase price is $100.00, and you have redeemed a $1.00 discount voucher to offset the purchase. This makes the payment amount to be $99.00. Points earned will be 99 points.
Redeeming points:
The points can be used to redeem discount vouchers to offset the price of your next purchase.
How do I join this rewards program?
Registering an account is free of charge. Once you have registered an account with us, you will automatically be enrolled in this rewards program.
How do I earn points?
Refer to the Rewards page.
When will my points expire?
There is no points expiry as of now.
When will the points be credited into my account?
Points will be credited to your account once the order has been shipped out.
How do I use the point to offset purchase?
Redeem discount vouchers using rewards points in the Rewards widget located on the bottom left corner and apply the code to your next purchase. 
How do I refer a friend?
Share the URL found in the Rewards widget located on the bottom left corner. Once your friend made an purchase, both your friend and yourself will get a discount voucher!!
How do I do a product review?
There will be an email sent to you 7 days after your order is shipped. You can click the link in the email to review the product that you have purchased, plus you get to earn rewards points for products reviews! 



Account Orders Payment Local Shipping Overseas Shipping Returns & Exchange Rewards