Frequently Asked Questions
Q: What Payment methods do you accept?
We accept the following methods of payment – Mastercard, Visa, Visa Debit and PayNow.
Q: When will I be charged?
Payment is charged immediately after security checks from your bank issuer.
Q: The payment page crashed when I was placing an order.
Please refer to your Order History in your Account to check if your order has been placed with a status of "Processing." If you are still looking for your order, please contact us through Contact Us Page for assistance. Our Customer Service is available from Monday to Friday, 9 am to 5 pm, excluding Singapore public holidays.
Q: How can I state different billing and delivery addresses?
You can choose Shipping Address from your Address book and enter the billing address on the Checkout Page.
Q: What are your delivery charges?
For orders with a net total of $150 or more, delivery will be free.
For orders totaling $50 to $149.99 net, there will be a $3 delivery fee.
Orders below $50 net will incur a $5 delivery fee.
Note that the above is after all discounts/points/vouchers/promos added, excluding delivery fees.
Q: Why am I being charged a delivery fee when my purchase is over $150?
To qualify for free delivery, please ensure your net basket value is $150 after applying all discounts/promotions (excluding shipping fees). Verify this on the Final Payment Summary page, which appears after selecting the delivery date and time.
Q: I have not received the items/order that I ordered.
While we will do our best to ensure that your order is fulfilled, at times, we may face a surge in demand, so we are unable to update our inventory in time. As such, there might be a situation where the item you've ordered becomes out of stock, and we are extremely sorry for the inconvenience. We will refund the out-of-stock items and continue to work and improve our system to serve you better in the future.
Q: Can I amend or cancel my order after I placed an order?We try our best to pack your orders as soon as we get them to ensure it is processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation. To add items, please start a new order.
Q: I received a defective item. What should i do?
We’re extremely sorry for sending you a defective item!
Please contact us through Contact Us within 7 calendar days of receiving your order with the following information:
- Your order number
- The name/ product code of the defected item
- Photograph(s) of the defect
Our Customer Service will be in touch with you and advise you accordingly.
Q: Missing product in the delivery?
We recommend you to check through your items upon delivery. Should there be any missing items, please contact us through Contact Us within 7 calendar days of receiving your order with the following information:
- Your order number
- The name/ product code of the missing item(s)
- Photograph(s) of the package received
Q: I received the wrong item(s). What should I do?We’re extremely sorry for mixing up your order!
Please contact us through Contact Us within 7 calendar days of receiving your order with the following information:
- Your order number
- The name/ product code of the item(s) you have ordered
- The name/ product code of the item(s) you have received
- Photograph(s) of the package received
Our Customer Service will be in touch with you and advise you accordingly.
Q: Can I return my purchase?Yes, as long as they reach us within 14 calendar days of the delivery date for local Singapore orders. We accept returns for item(s) that are unworn, unwashed and unused, so long as their tags are unaltered and intact and the integrity of the packaging is unharmed. You will be issued a refund which may take up to 14 business days to process. Delivery fees, if any, will not be refunded.
Do note that sale items and discounted items (including items purchased using discount codes) are not eligible for returns/exchanges.
Q: Are there any return shipping fees?
All return shipping costs are the responsibility of the customer. Your refund will not include shipping charges previously paid for or shipping charges incurred upon returning the item(s).
Q: How do I return an item?Drop it off at our warehouse within 14 calendar days of the delivery date for local Singapore orders. It’s free!
You will receive your refund within 14 business days after dropping off your parcel at our warehouse.
IPSO2O STORE (IPSCOM)
34 Boon Leat Terrace
#02-01 Singapore 119866
Alternatively, you can mail it back to us:
Pack the item(s)
Send your parcel using a traceable** mode of delivery to:
IPSO2O STORE (IPSCOM)
34 Boon Leat Terrace
#02-01 Singapore 119866
Your return will be processed within 14 business days from the day we receive your return parcel.
*Please ensure that your return order fulfills our Returns Policy before dropping it off at our warehouse, as the order will only be checked during processing after the parcel has been transferred to our office.
**We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.
Q: When will I receive my refund?
Returns will be processed within 14 business days from the date we receive your parcel. We’ll drop you an email update once your return has been processed!
Your refunds will be debited back to the credit cards that were used to purchase your items. Please keep in mind that refunds normally take up to 10 business days to appear on your credit card statement.
Q: What is your exchange policy?
Our exchanges are processed the same way as our returns -- you would return the item(s) to us and we will issue you a refund to your original form of payment.
We accept exchanges for items that are unworn, unwashed, unaltered, and with their tags & packaging unaltered and intact. In addition, exchange will not be applicable for promotional item(s) or the item(s) was provided free of charge.
You can always reach us via Contact Us and we’ll do our best to get back to you as soon as possible. Do ensure to include all relevant details like order information, photos or anything else that will allow us to help you better. Our Customer Service is available on weekdays (9am – 5pm SGT), excluding Singapore public holidays.