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FAQ

Q: Can you deliver the items to my house?
A: Yes! There is free delivery for orders over $120.

Delivery Fees:
• $120 and above: FREE
• $69 to $119.99: $8
• $38 to $68.99: $10
• $37.99 and below: $11
*A surcharge of $8 will be incurred for Sentosa and Tuas.
There is also free self-collection available at Fragrance stores😊

Q: What is the delivery time frame on my selected date?
A: Our delivery partner will deliver to your address between 12.30pm to 6pm on your selected date. Please ensure that someone is home during the time frame.

Q: Can you deliver to my house at a specific time frame?
A: Currently, our delivery partners do not provide time-specific delivery slot. If you need the items to reach you within a specific time slot, you can arrange for lalamove/grab pickup from our HQ. To arrange, you can WhatsApp us your order number at least 24 hours before your delivery time (exclude non-working days) and we assist you from there.

Q: What if I am not home on the delivery date which I have selected?
A: Do inform us at least 2 days in advance so that we could change the delivery date for you – at no charge. In any case whereby you are not at home, the driver will leave the items at your door step if the driver manages to reach you with your consent. If driver is unable to contact you and you are not at home, there will be a re-delivery fee of $8.

Q: Do you offer self-collection at your stores?
A: Yes! Self-collection is available at the following locations:
1. 60 Woodlands Terrace, S738466 (Mon to Fri - 10.30am to 4.30pm Sat - 10.30am to 12.30pm)
2. Blk 960 Jurong West St 92 #01-188, S640960 (Mon to Sun- 09.30am to 8.00pm)
3. Blk 208 New Upper Changi Road #01-677, S460208 (Mon to Sun- 10.00am to 9.00pm)
4. 205-207 New Bridge Road, S059430 (Mon to Sun- 10.00am to 9.30pm)
Please bring your confirmation email when you come to collect your order on the date that you've selected in the check-out page. Thank you very much! 🙂

Q: What if I am unable to collect on that day?
A: You can pass the email to your colleague/friend to collect on your behalf. We will pass them when they flash the email to us during collection.

Q: What do I need to bring for collection?
A: Please bring along a soft copy or hard copy of the email confirmation with the order number stated to the collection venue during the stated date and time.

Q: What if I miss the collection time (in my office’s CNY bazaar)?
A: We are only allowed to stay in the compound till the time given by the organizer and have to vacate the place after the event has ended. However, we will bring your items back to our HQ (58 Woodlands Terrace S738465) and you can contact 8885 6845 (WhatsApp) to arrange for your pickup.

Q: What is the shelf life of the bakkwa?
A: The expiration date is printed on the Bak Kwa Box packaging and can minimally last until after Chinese New Year. It's best to consume the bakkwa within 5 days upon opening the vacuum sealed packet as all bak kwa are handmade and without preservatives. The remaining bakkwa can be kept in the fridge and to be consumed within 30 days upon opening it.

Q: How much is the minimum order?
A: The minimum order is $38.

Q: How long does it take for order confirmation?
A: The order confirmation will be sent to your email shortly after your order has been placed. Please check your junk mail if you did not received the order confirmation via email.

Q: Do you have a phone number or email that I can contact you at?
A: Yes, we do. You may reach us at 6257 8608, sales@fragrance.com.sg or WhatsApp at 8885 6845.

Q: Can I make any changes to my order after confirmation?
A: Changes are unable to be made to the order as every order is automatically captured by the system.

Q: Can I collect my order if I do not have an email confirmation?
A: You can contact 8885 6845 (WhatsApp) and provide us with your details. We will assist to check further and send you the screenshot of your order confirmation, so that you can proceed with the self-collection.

Q: How do I double check my order upon collection?
A: A hard copy of your order will be passed to you, together with your items during collection. Please check the content at the collection site and inform our staff immediately if there is discrepancy.

Q: Will the tax invoice be sent along with the package to the recipient?
No, the recipient will simply get a delivery notice that specifies the goods ordered (without the price of the items). On the delivery notice, your name will be reflected too, so that the recipient knows that the gift is from you.

Q. I would like to send gifts to multiple recipients but don't want to check out multiple times. Is there any way that you can do it?
A: Yes, you can collate your recipient's details (e.g. name, contact number, address, preferred delivery date) in an excel sheet and email us at sales@fragrance.com.sg. We will arrange the deliveries for you on the backend.

INCORRECT ITEM(S) RECEIVED

We sincerely apologize if you have received an incorrect item. Kindly inform our Customer Service Team with the following details:

  • Order number
  • Name of the affected item

Contact Us:

  • Phone: 6257 8608 ☎️ (Monday to Friday, 9am to 5pm)
  • WhatsApp: 8881 9608 📱
  • Email: sales@fragrance.com.sg 📧

Once verified, replacement item(s) will be sent to you within 1 to 2 working days.

DEFECTIVE / FAULTY PRODUCT RECEIVED
Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us within 3 working days so we can resolve the issue promptly.

Contact Us:

  • WhatsApp: +65 8881 9608 📱
  • Phone: +65 6257 8608 ☎️
  • Email: sales@fragrance.com.sg 📧

REFUNDS & ORDER CANCELLATION
For order cancellations, please notify us at least 3 days before your delivery date to allow for processing.

Important Note:

  • A cancellation/refund fee of $0.50 + 3.5% of your order amount will apply. This fee is payable to the payment gateway and not charged by Fragrance.

Alternative Options (FOC):

  • Change your items
  • Reschedule your delivery date

To make changes, contact us at least 2 days before your original delivery date:

  • WhatsApp: 8881 9608 📱
  • Email: sales@fragrance.com.sg 📧

We are here to assist you and will handle your requests promptly.

Thank you for your understanding and support!