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Frequently Asked Questions

I prefer to try before purchase, do you have a physical store that I can try?

We regret to inform you that our store at OUE Link has ceased operations since 31 May 2018.

For your convenience, we now offer fuss free delivery, free return, free pick up and full refund should you decide that it is not suitable. However, do note that we do not stock all sizes, colours, designs in Singapore hence it will take 8 – 12 working days for delivery.

To avoid wrong size purchased, we advise our customers to email us your measurements in cm – bust, waist, hips, height and weight so we can help to tally and decide best fit for you.

 

It takes 8-12 working days for delivery, I am in a hurry for something to wear, is there any chance to expediate?

Please email us the product code, size, colour so we can advise if we do have ready stock available immediately. And in the event we do not, we might be able to recommend something similar for you to consider.

 

Do you provide alteration?

No, we do not provide alteration but we do recommend our customers to our preferred seamstress. They offer alteration at a reasonable price and time. In the event that you are in a rush, most of the time, they are able to do it at request.

 

PAYMENT  

How much is shipping in Singapore?

We offer free door to door shipping in Singapore through our partnership with Aramex.

We regret to inform you that we do not send out packages via SingPost, hence someone needs to receive the package on weekdays – Mondays to Fridays. Please provide an address that allows this to avoid any delays.

What are the available payment options?

We accept the following:

1. Bank transfer payment via ATM or internet banking

OCBC 695-307-694-001 (Bank Code: 7339, Branch Code: 695)
DBS Savings Plus 050-7-009064 (Bank Code: 7171, Branch Code: 050)
UOB 391-376-557-3 (Bank Code: 7375, Branch Code: 431)

2. Mobile banking via 8688 5366

PayNow

DBS PayLah!

3. Credit card payment via

PAYPAL – hello@frockalicious.com

 

ORDER STATUS

Product says in stock but it has been more than 1 week, and I have yet to receive?

Not all our stocks are based in Singapore warehouse. In the event that it is not, it takes about 8-12 working days pending customs clearance. During festive period, it might take up to 15 days when customs is at the peak.

Once we send out via a door to door courier, we will issue a tracking number via email. It takes 1 - 2 working days for delivery once we mail out.

Track my order here -  https://www.aramex.com/

 

Where is my package or order status?

 Not all our stocks are based in Singapore warehouse. In the event that it is not, it takes about 8-12 working days pending customs clearance. During festive period, it might take up to 15 days when customs is at the peak.

Once we send out via a door to door courier, we will issue a tracking number via email. It takes 1 - 2 working days for delivery once we mail out.

You can also contact us at hello@frockalcious.com to check.

Track my order here -  https://www.aramex.com/

 

 I'm missing an item from my order, what do I do?

We ensure that you get your items as soon as possible and may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each shipment email will contain only the product that was sent. 

In doubt, email us at hello@frockalcious.com with your order number.

 

MEASUREMENTS OR FAULTY ITEM

What do I do if I receive a faulty item or if the measurements do not tally with the product on the website in my order?

We try to be as careful as we can, inspecting & measuring every garment, accessory before we send out. However, we seek your understanding that we might miss out something along the way due to too many orders. We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please  contact us with the order number at hello@frockalicious.com

 

I am a regular size M, ordered a size M but the garment seems to be bigger than a M. What should i do? Can I exchange?

There are different sizing numbers, every brand is different. A zara UK sizing might be different from Marks & Spencer UK size. Hence, we recommend that you look at the actual stated measurements on the product page before you place an order.

If in doubt, send us an email with your measurements and we will help you to tally, determine the best fit for the garment so as to avoid any delays caused by exchanges. 

Exchanges are also possible within 7 working days. Please send us an email and we will advise the return address.

 

There is no size label on the garment, i am unsure if the correct size was sent to me?

We inspect and measure every garment before sending out to the customer, ensuring that it is the right size that the customer has placed in the order. If you are unsure, send us an email. Do note that there will be marginal difference in measurements for every piece as clothes are sewn by humans and not robots, there will always be a 1-3cm difference. Hence also the reason why we encourage people to purchase the piece they try at the physical store.

Size guide

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RETURN, REFUND, PICK UP

I ordered a garment and I don’t like it, can I return it and get a refund?

We want you to be completely happy with your purchase. If you are not satisfied with what you receive or if the style is not suitable, we are happy to pick up for free (For customers in Singapore) from an address you indicate to us via hello@frockalicious.com within 7 working days.

Our courier works during office hours on Mondays to Fridays 9am to 6pm. We regret that we are unable to set specific hours as they move around the island by areas. If no one is home, we can get them to pick from your office.

For June to August, we are offering free pick up, return, and a full refund within 1-3 working days upon receiving the garment intact.

For international customers, we are happy to refund you for the merchandise. Shipping both ways will be covered by international customers. Returned merchandise must reach us within 14 working days for international customers.

 

I ordered a sale item and I don’t like it, can I return it and get a refund?

 We want you to be completely happy with your purchase. If you are not satisfied with what you receive or if the style is not suitable, we are happy to pick up for free (For customers in Singapore) from an address you indicate to us via hello@frockalicious.com within 7 working days.

Our courier works during office hours on Mondays to Fridays 9am to 6pm. We regret that we are unable to set specific hours as they move around the island by areas. If no one is home, we can get them to pick from your office.

For June to August, for sales items, we are offering free pick up, return, and a full refund within 1-3 working days upon receiving the garment intact.

For international customers, we are happy to refund you for the merchandise. Shipping both ways will be covered by international customers. Returned merchandise must reach us within 14 working days for international customers.


Can I get a refund if the price has changed since I ordered it? 

As an online business our prices are subject to change in response to fashion trends, stock and demand from customers. Excluding Online Sale/Clearance merchandise, we offer a one-time refund or adjustment for items purchased within 10 days of a price adjustment from your date of purchase. We work hard to ensure accuracy of pricing, but despite our best efforts, pricing errors may occur.

 

ORDER CANCELLATION & AMENDMENT

 I have an incorrect item in my order, can I amend my order after I've placed it or can i cancel my order?

We're really quick at processing your order, hence do send us an email at hello@frockalicious.com as soon as you can if you need to amend the items. We want to sort out any incorrect items straight away.

  

INTERNATIONAL ORDERS

Payment

Merchandise is set in Singapore Dollars (SGD). For overseas customer, you can make payment via Paypal. Please note that taxes and duties are not calculated or included during checkout.

 

Shipping

Through our partnership with Aramex, we send to several countries. To check on shipping cost, click here.

 

How are duty and taxes charged on International orders?

Customs and import duties may be applied to international orders when shipment arrives at destination. Duty (or customs tariffs) is set by the destination country. Such charges are the responsibility of the customer and may vary from country to country. We try our best to set a low value on the proforma invoice of the merchandise.

 

What is your return policy for international orders?

We want you to be completely happy with your purchase. If for any reason you are not satisfied, you may email us at hello@frockalicious.com with the order number, reason and we will refund you within 3 working days after we receive the returned package.

Do note that for overseas customers, the shipping fee will be borne by the customer. We do require you to send us via registered mail so we can track.

 

 

 

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