FAQ

1. General Enquiries or Getting Started

1.01) Where can I get more information on Isetan's delivery information?

Ans: Please refer here, alternatively our delivery timings can be found below.

Delivery Timing

Delivery Day [Excluding Sundays & Public Holidays] Cut off Time Delivery Time Slots (Subject to availability)
Same day deliveries for order made before 11a.m. 11 a.m. (day before) 10.30 a.m. – 1 p.m
11 a.m. 1 p.m. – 3 p.m.
11 a.m. 4 p.m. – 7 p.m.
11 a.m. 7 p.m. – 9 p.m.

 

Click and Collect (at least 1 hour in advance) Charge (Inclusive of GST) per trip per address
No minimum purchases Free

1.02) Do I have to sign up for an account to make purchases online?

Ans: Yes, you are required to sign up for an account before making purchases online.

1.03) How do I sign up for an account?

Ans: Click on the sign up button located at the top right of the main page.

1.04) It states that my e-mail is already being used when signing up online. Why is this so?

Ans: If you are an existing Platinum Cardmember, Isetan may have your accounts set up for you. Simply check your e-mail for the login details and reset your password. Do Contact Us if you have not received this e-mail. 

1.05) I have trouble logging into my account online.

Ans: You might want to try the Forgot My Password option or Contact Us. If that does not work, your account may be suspended due to irregular activities. If required, do contact us on the Contact Us page so we can resolve your issue. 

1.06) I’ve forgotten my password, how do I reset it?

Ans: Simply click on the Forgot My Password option at the log in page and the detailing instructions to reset your password will be sent to your email inbox.

1.07) I am having difficulty accessing Isetan's website.

Ans: Isetan might schedule maintenance on our systems. We will do our best to inform you of when Isetan will experience such maintenance. Ensure that you are on the latest version of a browser, and if problem persists, please Contact Us.

1.08) Can I shop from my phone?

Ans: Yes, you can. Our online store is optimised for mobile view and all available payment methods are available as well.

1.09) Are the prices online the same as in store?

Ans: Our online store will have online exclusive promotions from time to time. These discounts will only be available online and not in our physical store and vice versa. Be sure to check back regularly for great deals.

1.10) Are all in-store Isetan products available online?

Ans: Not at the moment. If there are products you would like to see on our website, do let us know here.

1.11) How do I unsubscribe from marketing email communications?

Ans: Please click on the "Unsubscribe" button at the bottom of your email to stop receiving marketing emails from Isetan. Alternatively, do Contact Us!

1.12) How do I change my delivery address?

Ans: You can change your delivery address by modifying the delivery address in the Account Settings page after you have logged in. You can also store multiple delivery addresses in your account.

1.13) How do I change my mailing address?

Ans: Simply fill up this form

1.14) Who do I contact if my problem is not listed here?

Ans: Simply fill up a form through the Contact Us page or call our Customer Service at Tel: 65-6733 1111 (11 a.m. – 9 p.m.).

2. Shipping & Delivery

2.01) What are your delivery times?

Ans: 10.30am-1pm, 1pm-3pm, 4pm-7pm, 7pm-9pm. We do not deliver on Sundays & Public Holidays.

2.02) Do you deliver on Sundays & Public Holidays?

Ans: No, we currently do not deliver on Sundays & Public Holidays.

2.03) Do you offer same day express delivery?

Ans: Yes, we do. Simply make an order before 11am and select from the following available intervals: 1pm - 3pm, 4pm - 7pm, and 7pm - 9pm. However, if all same day deliveries are unavailable, we will deliver them at our earliest available slots the following day.

2.04) Why are some of the delivery time slots not available?

Ans: We do allocate a certain number of orders to our delivery time slots. Once those time slots are taken up, there is no longer an option to select those time slots.

2.05) Can I change my delivery address or time slot after placing an order?

Ans: No, currently Isetan does not offer that option. After placing an order, all time slots and delivery addresses are final.

2.06) Where can I get my order delivered to?

Ans: Isetan delivers to all addresses within mainland Singapore and Sentosa Island. We currently do not deliver to Jurong Island and any outlying islands.

2.07) What is the minimum order for free delivery?

Ans: $100 gross for all Isetan Privilege Cardmembers and non-members.

2.08) What are the delivery costs for orders under $100 gross?

Ans: $15 is charged for all orders under $100 gross. An extra $2 surcharge is applicable for deliveries to Sentosa Island.

2.09) What if I’m not home when my order arrives?

Ans: We highly recommend that someone is present at home to receive the order. This impacts our delivery schedule and resources, which results in us not being able to serve you to the best of our abilities. Isetan reserves the right to charge you a redelivery fee of $10 in addition to the cost of fresh & perishable items (E.g. milk, meat) in your order that cannot be restocked. 

2.10) I would like to give an Authority To Leave my delivery to my concierge/security guard or leave at my doorstep. How do I do so?

Ans: Please leave any delivery instructions including Authority To Leave permissions in the order instructions/comments during check out. An Authority To Leave means that the responsibility for goods are transferred to you or your receiver. Isetan will not be liable for missing items after the delivery of your order and such delivery shall be at the Customer’s sole risk.

2.11) Will I receive an order confirmation?

Ans: You will receive an order confirmation in your email.

3. Orders

3.01) How do I place my order?

Ans:

  1. Upon account registration, add products to your cart.
  2. Click on the shopping cart icon for the checkout button. 
  3. Choose your delivery time slot and proceed to pay.
  4. You will receive confirmation via e-mail.

3.02) Can I view my order history?

Ans: Yes, you can view your order history in your logged in account, under 'Orders'.

3.03) Can I amend/cancel my order after it has been paid for?

Ans: All orders are final. We apologise for any inconvenience caused.

3.04) If I select the collect in store option, where would I collect my order from?

Ans: You may collect your order from the delivery counter at the Isetan Scotts Supermarket, level B1. The delivery counter is located next to the Isetan lifts.

3.05) Can I make an order in advance?

Ans: Yes, you are able to order up to 7 days in advance.

3.06) Can I purchase in bulk and corporate gifts?

Ans: We can help your organisation or individuals make bulk purchases with gifts or prizes for events such as anniversaries, staff incentives, longer service awards, lucky draws, dinner & dance or other special occasions. Simply let us know the event you are organising with your budget, and we will assist you with the appropriate gifts or prizes for your event. For our corporate customers, we can deliver the gifts or prizes to your offices. If you are interested in our gifts purchase or have any queries, you can call our Customer Service at Tel: 65-6733 1111 or e-mail us at contactus@isetan.com.sg for more information. 

3.07) How will my order be packed and handled?

Ans: We will pack and handle your order with utmost care. Any perishables, frozen or chilled items will be packed with ice packs to retain its freshness when you receive it. 

3.08) What happens to the items in my cart if I leave before completing my order?

Ans: No worries, the items will be saved for your next order for a limited time only and are subjected to stocks’ availability when you return to visit our site.

3.09) Do I need to present identification upon delivery when purchasing alcohol?

Ans: The minimum age to purchase alcohol in Singapore is 18 years old. We reserve the right to request for a valid photo ID to verify recipient’s age upon delivery.

3.10) Can I choose not to receive my order in plastic bags?

Ans: For food safety purposes, we have to separate the items in your order. As such, packing them into separate plastic bags would be the safest way to do so. 

3.11) Why do my order statuses differ?

Ans: For payments by (1) MasterCard, Visa or Amex cards, order statuses will be "Awaiting Payment"; (2) Paypal, order statuses will be "Awaiting Fulfillment"; (3) Once payment is verified, order statuses will be "Awaiting Shipment"; (4) Once Orders have been delivered to customers, order statuses will be "Completed".

4. Payment

4.01) What are my payment options?

Ans: We currently accept MasterCard, Visa, American Express & Paypal.

4.02) Is the Isetan website secure?

Ans: Yes, Isetan is PCI compliant. We take security very seriously and safeguard your personal information.

4.03) When am I charged for my order?

Ans: You will be charged for your order upon receiving order confirmation in your email.

4.04) What happens if my payment method fails?

Ans: You can retry the selected payment method or choose a different payment method. If that fails, please contact us on our Contact Us page, by e-mail or call 65-6733 1111 (11 a.m. – 9 p.m.). Isetan reserves the right to suspend any account if suspected of irregular activities.

4.05) How do I pay using store credits?

Ans: All your store credits will be reflected at the Checkout page and the entire amount will have to be used in a single order. If your total order value is lower than your available store credits, store credits used will be identical to your total order value. Do note Store credits may not be updated in real time, any purchases using non-updated store credits will be cancelled. 

4.06) Why am I not entitled to free delivery?

Ans: This is due to your order value falling below $100 gross. Amount purchased must be $100 gross and above.

5. Refunds, Returns & Exchange

5.01) What is Isetan’s return/refund policy?

Ans: Please click here.

5.02) How do I proceed with a return/exchange?

Ans: We will accept returns for non-perishable items from the departmental store and supermarket except for discounted merchandise and merchandise that has been abused or soiled through customer's or user's neglect.

In the event of a return, a delivery fee will be charged if the new total purchase value (new order value) falls below $100 due to returns.

Perishables refer to Fruit & Vegetables, Meat & Seafood and Frozen & Chilled items.

For return of non-perishables products, kindly:

1.Pack item with original invoice and state reason for return on the same invoice.
2.Mail package to the following address: Isetan Scotts Delivery Counter 350 Orchard Road, Basement 1 Shaw House Singapore 238868
 
Alternatively, bring the non-perishable item down to the Isetan Scotts store and present your item together with the original invoice to our staff at any cash counter. If you are exchanging an item, you may wish to check the item's availability at a particular store by calling us. Any exchange should be made within three days of purchase.

5.03) Can I return an item I purchased online to any Isetan store?

Ans: All items purchased online can only be returned to Isetan Scotts Delivery Counter, Level B1 (located at 350 Orchard Road, Shaw House, Singapore 238868).

5.04) What happens if I received an expired item?

Ans: Contact Us and we will respond as soon as we can. We will make an immediate replacement in the next delivery slot available.

5.05) I have a problem with the products in my delivery. What am I supposed to do next?

Ans: Please check your products upon delivery. If you are unsatisfied with your products for any reason, please Contact Us immediately. 

5.06) I have received the wrong items in my delivery. What am I supposed to do next?

Ans: Kindly check your products upon delivery. We will arrange for an exchange in the next available slot.

5.07) One or more products I ordered did not arrive. What do I do?

Ans: Kindly check your products upon delivery and Contact Us with list of items not delivered.

5.08) Do I have to provide a proof of purchase for returns/refunds/exchanges?

Ans: You will have to produce a physical invoice that you received in your order confirmation email.

5.09) How can I be refunded?

Ans: Depending on mode of payment, it will be as follows. Credit card purchases are returned to the same credit card that was used in the transaction. Store credits are refunded back as store credits. Refund by cash is not allowed. Your refund will take up to two weeks.

5.10) What if a product that I want to buy is out of stock? 

Ans: You can click on the “Notify Me” button if the product is out of stock. You will receive an email when the product is back in stock.

6. Isetan Membership Programme

A. Isetan Privilege Card

6.01) Does it cost anything to join?

Ans: Yes, it costs $10 to be an Isetan Privilege Cardmember. This membership will be valid for two years.

6.02) How do I sign up?

Ans: Click here.

6.03) Am I eligible for an Isetan Privilege Cardmembership?

Ans: Members must be 16 years old and above.

6.04) How do I earn i-points as an Isetan Privilege Cardmember?

Ans: Regardless of in-store or online, 1 i-point will be awarded for every $1.00 nett amount purchase (excluding GST) at Isetan Departmental stores and 1 i-point will be awarded for every $3.00 nett amount purchase at Isetan Scotts Supermarket (excluding GST).

6.05) I have made a purchase online. Why am I not entitled to i-points?

Ans: Please note that the following purchases are not entitled to i-points: (1) Purchases of Isetan Gift Vouchers, (2) Liquors, (3) Services/Workshops, (4) certain discounted merchandise and (5) any other products or services which Isetan (Singapore) Limited may from time to time prescribe. In addition, the use of gift certificates is not entitled to i-points.

6.06) How long does my Isetan Privilege Card membership last before requiring renewal? 

Ans: The card membership is valid for 2 years from the date of issue. Renewal fee will be waived if member accumulates a minimum total of 1,000 i-points within 2 years from the month of issue or renewal.

6.07) What happens to my points at the end of the 6 month qualifying period?

Ans: By default, if you are entitled, you will receive a letter which states the Isetan Rebate Voucher amount that you are entitled to. This is because your remaining points will be automatically converted to Isetan Rebate Vouchers for your shopping pleasure in stores. Please bring your NRIC and letter along and proceed to your designated customer service counter for collection.

However, if you would like to convert your points to store credits for your shopping pleasure online, then click here.

6.08) What happens if I do not collect my Isetan Rebate Vouchers by the end of my redemption period?

Ans: At the end of each qualifying period, all unredeemed i-points will not be carried forward. Unredeemed i-points cannot be transferred to another account and has no monetary value whatsoever at any point of time.

6.09) What benefits are there to signing up for an Isetan Privilege Cardmembership?

Ans: You can discover all the benefits here.

6.10) Why are my i-points not updated after checking out?

Ans: It takes up to 24 hours to update your point balance.

6.11) How much are my i-points worth?

Ans: Isetan Privilege Cardmembers are entitled to redeem store credits upon accumulation of at least 300 i-points within each 6 months’ period, starting from the month of issue of membership.

6.12) What are store credits?

Ans: Store credits are redeemable from points accumulated by making purchases as an Isetan Privilege Cardmember. Upon redemption of points to store credits, store credits can be used to purchase items on our online store but cannot be exchangeable for cash/for use in our departmental store. If you would like to redeem your points into physical Isetan Rebate Vouchers to spend in store, kindly do so at our customer service counters at any of our stores.

6.13) When will my store credits/e-vouchers expire?

Ans: Your store credits/e-vouchers will expire 6 months after your 6 months i-points accumulation period.

6.14) How do I redeem my points?

Ans: Under the tab, key in the number of points (nearest 100s) which you wish to convert into store credits and click on “Redeem points”. Store credits can then be spent for online purchases. Store credits may not be updated in real time, any purchases using non-updated store credits will be cancelled. 

6.15) Can I view my point balance online?

Ans: Yes, your available points are shown in the tab.

6.16) Will my points accumulated in Isetan stores be shown online?

Ans: Yes, all points accumulated from in-store and online purchases are accumulated and shown in your page. It takes up to 24 hours to update your point balance.

6.17) Can I link my current Isetan Privilege Card to my online account?

Ans: Yes, you can. Existing Isetan Privilege Cardmembers are able to link their membership in the account settings page by keying in your NRIC and Isetan Privilege Membership Card Number.

6.18) Can I obtain an Isetan Privilege physical card after signing up online?

Ans: Yes, proceed to our customer service counters at any of our stores and we will provide you with a physical card upon showing your registration details received by email and NRIC.

6.19) How do I renew my Isetan Privilege Card Membership online?

Ans: Please click here .

6.20) Am I charged for replacing a lost/damaged Isetan Privilege Card?

Ans: Yes, a one-time fee of $2 will be charged for replacement of physical card. 

6.21) Can I convert from Isetan Privilege Card Membership to a Platinum account type?

Ans: No, we currently do not have this option. Platinum Card memberships are by invitation only.

6.22) How do I update my membership information?

Ans: Membership information can only be updated through a form found on the account setting page, where a change of e-mail, mailing address and phone number is allowed.

B. Isetan Privilege Card iOS App

6.23) Can I link my Isetan Privilege Cardmembership to my online account?

Ans: Yes, you can. Simply key in your Isetan Privilege Cardmembership number and NRIC in the account settings page.

6.24) Where can I view my Isetan Privilege Cardmembership number in the iOS App?

Ans: After logging into the App, press “My Member ID”. The Isetan Privilege Cardmembership number can be found below the barcode.

6.25) Can I spend eVouchers accumulated in the Isetan Privilege Card iOS App at the online store?

Ans: Yes, you can. eVouchers accumulated in the iOS App are equivalent to store credits in the online store. Your existing eVouchers and store credits accumulated and their respective expiry dates are listed in the tab.

6.26) Can I redeem my points to store credits online and use them in store?

Ans: Yes, this can only be done through the Isetan Privilege Card iOS App. Kindly note that the redemption of points into store credits is irreversible. This would mean that you can only spend your store credits online or through the iOS App upon redemption of points online.

6.27) Can I convert store credits/eVouchers into physical vouchers and gift them to my friends?

Ans: Once store credits/eVouchers are issued, they cannot be exchanged for physical vouchers at our customer service counters.

6.28) Can I use store credits/e-vouchers/gift certificates to buy gift vouchers/gift certificates?

Ans: No, any attempts to purchase gift vouchers/certificates using these methods will be voided.

C1. Isetan Platinum Card

6.29) What is the difference between Isetan Privilege Card and Platinum Card?

Ans: Isetan Privilege Cardmembers accumulate points while Platinum Cardmembers are entitled to direct discounts.

6.30) What are the discount rates for Isetan Platinum Card?

Ans: It will be up to 5% for department store items and up to 3% for supermarket items.

6.31) Does it cost anything to join?

Ans:  We no longer accept new applicants and Platinum Card memberships are now by invitation only. Click to apply for Isetan Privilege Cardmembership.

6.32) I am an Isetan Platinum Cardmember. Am I still retaining my current benefits?

Ans: Yes, you are still entitled to direct discounts for your purchases. You can discover more benefits here.

6.33) Do you still charge annual fees for the Platinum Card?

Ans: Yes, we do. A fee of $20 is chargeable, valid for 2 years upon issuance of Platinum Card.

6.34) Do you charge any fees for renewal of Platinum Card after 2 years?

Ans: Yes, a fee of $20 is chargeable. However, if your purchases exceed $3,000 within 2 years, the renewal fee would be waived.

6.35) Am I charged for replacing a lost/damaged Isetan Platinum Card?

Ans: Yes, a one-time fee of $2 will be charged for replacement of physical card. 

6.36) Can I link my current Isetan Platinum Cardmembership to my online account?

Ans: Yes, you can. Existing Platinum Cardmembers can link their details in the change details form found in account settings. Your details will be updated within 3 days.

6.37) Can I link my Isetan Privilege Card instead of my Platinum Card to my online account?

Ans: Yes, you may go to page and key in your Isetan Privilege Card Membership number and NRIC.

6.38) Can I convert my membership from Isetan Platinum Cardmembership to Isetan Privilege Card Membership?

Ans: Yes, please fill in this form. However, once converted, this decision is final and cannot be converted back to a Platinum account type.

C2. Isetan Credit Card Conversion to Isetan Platinum Card

6.39) What does “conversion” mean?

Ans: With effect from 1 April 2017, all expired Isetan Credit Card will be converted to Isetan Platinum Card, where credit facility will discontinue.

6.40) I am an Isetan Credit Cardmember; is my card still valid and do I get a Platinum Card?

Ans: Kindly proceed to customer service counters at any of our stores to check on your card status and convert it to a Platinum Card. An annual fee of $20 applies. Please bring along your existing Isetan Credit Card or NRIC for verification purposes. You would also have to pay all outstanding amounts before receiving a Platinum Card.

6.41) Why am I not informed of the changes in Isetan Credit Card credit facility?

Ans: We have sent letters to all Isetan Credit Cardmembers during February 2017. Kindly advise if there was a change in mailing address.

7. Isetan Online Promotions & Rewards

7.01) Can I use more than one coupon code?

Ans: Only one coupon code is allowed per order. However, it can be combined with other promotions that Isetan offers.

7.02) Will my coupon code expire?

Ans: Yes, Isetan will make the expiry date known when a coupon code is given to you.

7.03) How many times can I use my coupon code?

Ans: It will depend on the promotion. 

7.04) Am I entitled to free delivery if my coupon code results in my order value being less than $100 nett?

Ans: Yes you are entitled to free delivery, your order will not be charged a delivery fee if using a coupon code results in your total order being less than $100 nett.

7.05) Can I use more than one gift certificate at the Checkout Page?

Ans: Yes, you can.

7.06) Do my gift certificates expire?

Ans: Yes, your gift certificates will expire 1 year from the date of issuance.

7.07) Can I change my gift certificates to gift vouchers?

Ans: No, we do not offer this feature.

7.08) Can I preview my gift certificate before proceeding with purchase?

Ans: Yes, you may by clicking on the “preview” button to preview the gift certificate before sending it by email.

7.09) How do I know if my gift certificate reaches the recipient?

Ans: You will receive a confirmation email upon purchase and the recipient will receive a notification email with the gift certificate details attached.

7.10) Is the purchase of gift certificates refundable?

Ans: No, purchase of gift certificates is non-refundable.

7.11) If my total order value is less than the gift certificate value used, what will happen to the gift certificate balance? 

Ans: The gift certificate balance will be retained and can still be used in future purchases. Simply use the same gift certificate upon your next order checkout. 

7.12) Am I entitled to free delivery if using my gift certificate results in my order value being less than $100 nett?

Ans: Yes, your order will be entitled to free delivery if using a gift certificate results in your total order being less than $100 nett.