How can we help?

Need To Contact Us?

We're online everyday and here to help. Live chat is the quickest way to get in touch. After all, digital is our DNA! Rest assured, if we need to, we'll call you.

FAQ's

If your order total is $150 SGD & above, delivery will be free.

If your order total is less than $150 SGD, there is a delivery charge of $4.99 (inclusive of GST)

You should receive your order within the next 3-5 business days. Deliveries are scheduled Mondays to Saturdays from 9AM to 6PM (excluding holidays). Robinsons courier is Qxpress. Once the item is on the way to you, our delivery agent will send you a text message to inform you of your delivery.

Do you offer international delivery?

We ship to Australia, United Kingdom, Hongkong, Indonesia, Malaysia (West and East), Philippines, Thailand, and Vietnam.

Flat fee of SGD 14.99*: Malaysia (both West and East)

Flat fee of SGD 19.99*: Only available to the following countries: Australia, UK, HK, Indonesia, Philippines, Thailand, Vietnam

*Recipients of international shipments may be subject to import taxes, fees, and customs duties, levied by the customs office of your shipping destination.

Certain brands may not be able to ship to your country, in the event that this is the case, please remove that product from your international order before continuing to check out.

Can I cancel my order?

We allow free of charge cancellations as long as the order hasn't been sent out for shipping.

Click here to view more information on How to cancel your order.

Once your order is confirmed, you will receive an email along with the confirmation of your purchase.

It includes a link where you can track your item. Many of our products come from different warehouses, as a result, products in your order may ship separately.

If you are having trouble in accessing the link, please contact us via Live Chat.

Can I change my delivery address after placing an order?

After you place your order, you cannot change your shipping address. The fastest and best way to update your address is by chatting with us via Live chat and we'll do our best to help you out, depending on the time between your notification to us and the order placement, there may be extra charges incurred.

Why do I have multiple deliveries for one order?

If you order multiple products from multiple brands, you will receive the items separately in different packages and on different days due to their different delivery lead times & warehouse locations.

FAQs - Order and Payments

Your item will be delivered within 3-5 business days. You can only receive your order at the address that you put in at the shipping details section on the check out page.

If you order multiple products from multiple brands, you will receive the items separately in different packages and on different days due to their different delivery lead times & warehouse locations.

Missed Delivery?

Don't worry, we'll make a maximum of three delivery attempts to deliver your order. If we fail to reach you at your specified shipping address, the parcel will be returned to the sender and you will need to pay shipping charges to re-deliver the order.
You will receive an Order Confirmation Email (OCE) within 1 hour after successfully placing your order.

Make sure that your email address is valid with no typos or errors, otherwise you will not receive your confirmation order and your order will still be shipped out accordingly.

The Order Confirmation (OCE) will be automatically sent to the email address that you used to sign up to the Robinsons website & placed your initial order, if this is your first order and you haven't created an account with us before, it will be sent to the email that you used to place the new order. Please check in your spam folder if you have not received it.

Robinsons have collaborated with various payment service providers to process payment in a fast, convenient and secure manner.

We accept:

1. Credit or Debit card

2. Grab PayLater

3. Shopify PayNow

4. Google Pay

5. Paypal

Click here to view more information about our supported payment methods.

Select "PayLater" at checkout. Choose to pay in equal instalments over 3 months or in 1 instalment next month.

Just complete a short online form and shop away. This is 0% interest and no fees when you pay on time.

You will be notified when your bills are due so you can enjoy the service completely free.
Before you contact us through live chat please ensure your item(s) meet the following requirements:

- Is the item within 30 days from the day you received it?

- Is the item in the same condition, unwashed, unworn, as when is first arrived?

- Are the tags intact and attached to the item?

- Is the item still in its original item?

- Is the item packed neatly and securely, together with the invoice, ready to be returned?

- The item can only be returned if the product is in its original packaging with tags, unopened and unused.

The item remains in your care before it gets back to us. Please do ensure that the utmost care is taken when preparing the item to be returned to us. Once you have checked that everything is in place and your item meets the requirements, you are ready to make the return.

You need to put the promo code before you check out. You can only use one (1) code per transaction.
You will be refunded via the same payment method you used to place the order.

I haven't received a refund for all of my items, what do I do?

Sometimes items will get processed separately a few days apart, which is completely normal. If you haven't heard back from us within 5 business days of the returns being delivered to us, please reach out so we can look into it for you.

Click here to see more information about our Refund Process.

The entire returns process may take up to 15 business days depending on where you are sending your return from.

We will always keep you updated about your returns journey back to us.

How do I know you have received my item?

We keep you updated via email and/or SMS about your returns, refunds and exchanges. You will receive a tracking code from our logistics partner that you can check to see where your returns package is currently in transit.

My return has been delivered but I haven't received my refund yet, when will it be processed?

Once the parcel has been delivered it still needs to make its way to our Returns team to be processed. This may take 1-3 business days. No need to worry as we’ll keep you updated once it's been processed.
We're sorry to hear that you’re not happy with the item you received. We aim to provide our customers with products of the highest standard and quality and want to help you resolve this as soon as possible!

We understand that online shopping can be tricky as you can’t physically feel or see the item prior to purchase. You can always return it back to us if you're not happy with the quality as long as the item is unworn, unused, tags still attached and within the 30 days of purchase.

Some items are excluded from our returns policy, and these will be clearly marked on the product page and / or checkout. Most items that have been sealed for hygiene reasons can be returned if the seal is intact. This doesn’t include earrings and underwear which are non-returnable items (unless deemed faulty). Beauty products cannot be returned if they are opened and/or used (unless deemed faulty).

The item I received is faulty, what do I do?

If you’ve experienced a fault with your item, please click the contact us button below so we can help resolve this for you. You can help us resolve this for you faster by providing us with a couple of photos showing the defect/fault with your initial inquiry.

I received something different than what I ordered?

Our sincere apologies! Let’s arrange to get you your correct item(s) by following these steps:

1. Head to your Robinsons account and click contact us, we will talk with you to understand what's gone wrong and then promptly organize a pick up from our logistics partner to return your incorrect item.

2. We will investigate the issue and fast-track getting your correct item out to you via our supplier network.

Contact Us

FAQs - Returns and Refunds

Email Us

If your enquiry is urgent, please contact us via live chat during our opening hours. Our current response time through our contact form is 2-3 business days.

Contact Details

Robinsons Department Stores Online Pte Ltd 68 Circular Road #02-01, 049422 Singapore +65 31295331
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