COMPLIMENTARY DELIVERY ABOVE $80

Frequently Asked Questions

 

1. How can I make a purchase?

Shopping at Lab Series Singapore Online Store is easy:

- To add items in your cart, click on “Add to Cart” for the item you wish to purchase

- To change the quantity of the item, select the quantity by clicking on the arrow

- To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page

- Select delivery or self-collect option

- Review your order at the Cart Page. Once you are ready to place the order, click on ‘Secure Checkout’

- Fill in all necessary details for your shipping details (NO PO BOX), click on ‘Proceed to Purchase’ to choose your preferred payment method

- Please review your orders again and total amount before completing the payment

You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email 

2. How long does it take to confirm my order?

Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.

3. Why does my Order Status show "payment pending"? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery or self-collection details. If you do not receive a confirmation email within 24 hours, please contact us at labseries@sg.estee.com and do not re-create your order to prevent duplication

4. Can I amend my order after it has been confirmed and paid for?

Order amendments can only be done by contacting our customer service representative via email at labseries@sg.estee.com. In your email, please clearly state your order number, name and mobile number, along with amendment details. Please allow a minimum of 1 working day for our customer representative to respond.

5. Can I cancel my order?

Order cancellations can only be done by contacting our customer service representative via email at labseries@sg.estee.com. In your email, please clearly state your order number, name and mobile number. Please allow a minimum of 1 working day for our customer representative to respond.

6. I am having issues using then promo code

Please check if:
- The promo code has expired
- Promo codes are for a one time use only
- Each order can only use 1 promo code

7. What do I do when items in my cart are Out of Stock?

We know how annoying it is when your favourite items are out of stock. In the event that your item is unavailable, please click the”Remove Me” tab located under the specific item. This will not affect the rest of the items in your cart.

8. What modes of payment is accepted.

Payment via credit cards (Visa and Master) via our secure payment gateway.

9. What do I do if I receive a faulty item or have a problem with an item ordered?

Please contact us immediately via email at labseries@sg.estee.com with your order number, details and an image of the faulty items received. Please do not discard the items as we will need for the faulty item to be returned and replaced.

 

Delivery

1. What are your delivery options and how much is shipping?

- We deliver throughout Singapore except for restricted areas. Delivery Option to your requested address or Self Collection at our two Lab Series Flagship Stores (#B3-44, ION Orchard Mall, 1 Orchard Turn, Singapore 238801 or #B1-08, 1 Harbourfront Walk, VivoCity, Singapore 098585).

- Free delivery for all orders above S$80. A delivery fee of $10 is imposed for orders that are below S$80.

- Delivery occurs Monday to Saturday at select time slots of 9am - 12pm, 12pm – 3pm, 3pm – 6pm & 6pm – 10pm. Deliveries do not take place on Sundays and on Singapore Public Holidays.

2. When can I collect my order?

Orders can be collected at Lab Series Flagship Stores (#B3-44, ION Orchard Mall, 1 Orchard Turn, Singapore 238801 or #B1-08, 1 Harbourfront Walk, VivoCity, Singapore 098585) the next day after the order has been made between 2pm – 9pm daily. Please select the “Self-Collection” option during checkout.

***Please note, your orders will be cancelled and refunded if not collected within two weeks. Please contact us at labseries@sg.estee.com should you need a longer collection period.

3. When can I expect my order to be delivered?

Orders will be delivered 3 workings days from when your order was made at the selected time slot you indicated.

4. I entered the wrong address, what should I do?

You will need to contact our customer service representative immediately via email at labseries@sg.estee.com or at least 1 day before scheduled delivery. Failure to do so will result in delivery as scheduled. Lab Series will not be liable for any replacement or refund. Additional courier charges will apply for undelivered parcels with wrong/invalid address, should a re-delivery be required.  Alternatively self-collection can be made via the two Lab Series flagship stores (#B3-44, ION Orchard Mall, 1 Orchard Turn, Singapore 238801 or #B1-08, 1 Harbourfront Walk, VivoCity, Singapore 098585) 2 days after scheduled delivery.

5. What should I do if my order has not arrived?

Please email us labseries@sg.estee.com and we will get you in touch with our partner courier.

6. Will I get charged for a re-delivery?

If we attempt to deliver your order, but you are not present to receive it. A Re-delivery charge of S$10 will apply.

 

Returns / Exchanges

We hope that you are delighted with your order. If for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days from delivery and you tell us within 7 working days from delivery that you intend to return the item.

We do not accept any exchange of product/s. If you wish to return an item purchased through Lab Series Singapore Online Store, you will need to notify us of your intent to return any goods within 7 working days after delivery by emailing us at labseries@sg.estee.com  with your order details and clearly stating reason for return. Our customer representative will advise you of the necessary steps to take.

Do note that if you are entitled to a refund, we will process the calculated refund within ten (10) working days of receiving the product/s provided that you have returned the goods in its original condition. An email notification will be sent to you regarding your refund.

***Please note: Only products purchased at Lab Series Singapore Online Store may be returned.

1. What happens if I am unhappy with the product I purchase or I changed my mind?

Unfortunately we do not accept return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Please review your cart before completing the order.

2. Can I return items purchased online at an Lab Series store in Singapore for a refund?

Unfortunately, all online orders will need to be processed online via our customer service by emailing labseries@sg.estee.com. Products purchased online and returned in store will not be entertained. 

 

Damaged Items

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurs to the product/s in your shipment, please contact us immediately via email at labseries@sg.estee.com with your order number, name and contact number, image of damage and a short description. Please allow us a minimum 1 working day to respond to your email.  In the meantime, please do not discard the item, it will need to be returned to enable a replacement if required.

 

Loyalty and Reward Points

1. Will I earn points with my purchases

Yes you will if you are an existing member. You will need to include your NRIC for the points to be credited into your account.

2. Will I be able to redeem my rewards online?

Unfortunately not at this stage, however rest assured we are working towards this initiative.

3. What happens to my points should I make a return?

Point will be withdrawn from your account in the event you make a return.

4. Am I still entitled to my Birthday 2X points if I make my purchase online?

Yes you will be, however please note birthday reward is valid for a one time use only. Therefore if you have made a prior purchase in your birthday month at store, birthday double points will not be applicable online.

 

Others

1. Do you offer product samples?

Samples are available upon checkout. Please select from the available samples on the checkout page before going to the shipping page.

2. Can I get a personal consultation on the use of your products?

Of course! You may head to any Lab Series store in Singapore and speak with our friendly consultants

Need Help?

Email our Customer Service Representative at: labseries@sg.estee.comAlternatively head to a store near you, Click here to find a store - http://www.labseries.com.sg/?q=store-locator