Frequently Asked Questions

 

  1. Ordering
  2. Payment
  3. Shipping
  4. Returns
  5. My Account

 

ORDERING

1. How can I make a purchase?
Shopping at www.8apothecary.com is easy:

  • To add items in your cart, click on ‘Shop’ for the item you wish to purchase
  • To change the quantity of the item, change the number in the box under “Quantity”
  • To review the items in your cart or proceed to payment, click on the “Cart” link, located at the top right of the page
  • If you have an applicable “Coupon Code”, enter it and click on “Apply Coupon”. The total price will be updated with the discount
  • Review your order at the Cart Page. Once you are ready to place the order, click on “Proceed to Checkout”
  • Fill in all necessary details for your billing and 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 details. If you do not receive a confirmation email within 24 hours, please contact us at enquiries@8apothecary.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?
We strive at delivering your orders on time, therefore we are unable to amend any orders as we process your order immediately once the payment is confirmed. Any amendments may cause a delay in the delivery of your order.

5. Can I cancel my order?
Unfortunately, we are unable to cancel orders once it has been marked as “Processing”. To check the status of your order, please login to your account at www.8apothecary.com, click on “my account” at the top right hand corner of the page, click on “my orders” on the left hand side of the page, and then view your most current order.

6. I am having issues using the coupon/voucher code
Please check if:

  • The coupon/voucher code has expired
  • Coupon/voucher has been used before. The coupon/ voucher is for one time use only
  • Only 1 coupon/voucher can be used for each order
  • The coupon/voucher may not be valid for Non-Discountable or brands excluded from sale
  • You have use a non-participating Credit Card for the coupon discount

7. What do I do when items in my cart are Out of Stock?
We know how annoying it can be when your favourite items are out of stock. In the event that your item is unavailable, please click the “”WISHLIST” tab.

8. I am facing problems ordering through my mobile device
www.8apothecary.com is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging in. If you continue to face problems, please send a screenshot of the error to enquiries@8apothecary.com and we will assist you.

9. What do I do if I receive a faulty item or have a problem with an item ordered?
Please contact us immediately at enquiries@8apothecary.com with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected back by our courier.

 

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PAYMENT

1. What and where is my order confirmation number?
The order confirmation number begins with # and can be retrieved

  • In your confirmation email
  • When you view your “Order Status” under “My Account”

2. What kind of payment method may I use at www.8apothecary.com?

  • Credit Card (Visa/Mastercard/AMEX)
  • Paypal
  • Enets

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 details. If you do not receive a confirmation email within 24 hours, please contact us at enquiries@8apothecary.com and do not re-create your order to prevent duplication

 

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

  • All orders are delivered through Singapore Post Registered Mail and will require a signature upon delivery
  • Delivery lead times are as follows

Order Amount                       Standard 3-5 days shipping
Orders below $30                 $2.50
Orders between $31 -$60   $5.00
Orders $61 and above          Free (for limited time)

2. How can I track my order?

  • Locate your tracking number from the delivery confirmation email or by logging into your accoun
  • Go to www.speedpost.com.sg and enter your tracking number to see the status of your order delivery
  • Do allow some time for the Singapore Post website to reflect the status of the order. This could take a few hours after you receive the delivery confirmation email

3. How do I receive my order if I am not home?

All orders are delivered through Singapore Post Registered Mail and will require a signature upon delivery. If you are not at home to receive your items, a notification card will be dropped in your mailbox for collection at the nearest Singapore Post office.

4. I haven’t receive my order.

  • Locate your tracking number from the delivery confirmation email or by logging into your account
  • Go to www.speedpost.com.sg and enter your tracking number to see the status of your order delivery
  • Please allow some time for the Singapore Post website to reflect the status of the order. This could take a few hours after you receive the delivery confirmation email
  • If there is a delay, it will be indicated on the carrier’s website
    If you have not seen a delivery status update after a week of receiving the confirmation email, please enquiries@8apothecary.com our customer care for further assistance

5. Will I get charged for re-delivery?
If you have missed the collection date from Singapore Post and your parcel is returned to us, we will charge another fee, as indicated on the table, for re-delivery via Singapore Post Registered Mail.

6. Do your offer international shipping?
At present, we only ship to Singapore addresses.

 

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RETURNS

1. What do I do if I had an allergic reactions?
We special curate the products we carry at www.8apothecary.com. The product ingredients are listed to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients.

If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to enquiries@8apothecary.com. We will communicate this to the brand and help find an appropriate solution. Please note that issues must be reported within 14 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

2. What happens if I am unhappy with the product I purchase or I changed my mind?
If you wish to return an item that you have purchased, you have to do so within 27 days of purchase. Please email us at enquiries@8apothecary.com the reason for return together with your order number. You will need to ship the item back to us, and we will issue a credit voucher once we have received and inspected them.

Please be advised that the item must meet the following before any refund is issued:

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Gifts with Purchase and samples must also be returned if it is included in the purchase.
  • Items purchased on sale and discounts are non-exchangeable and non-returnable

Shipping address:
Pacodis Pte Ltd
240 MacPherson Road
Pines Industrial Building
#06-02
Singapore 159555
Please include a note with your Name and Order number for reference
*Shipping cost will not be refunded and all refunds will only be via cash vouchers.

3. Can I return items purchased online at 8aPothecary stores in Singapore?
At present, all items purchased online must be returned to our warehouse as per the above address.

4. Can I test the products before buying them online?
As we are an online store, we do not offer the option to test or feel the products before purchase. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions. Simply email your queries at enquiries@8apothecary.com and our experts will get back to you.

 

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 MY ACCOUNT

1. Will my personal information be shared with third parties?
www.8apothecary.com prides itself on providing a safe and secure shopping experience. All information is kept private and confidential. We do not share or sell your personal details with any third parties.
For more information, please read our Privacy Policy.

2. I am having problems logging into my account
If you receive a message stating that your email address/password is not recognised – please follow the steps below:

  • Please clear your cache and browser history. Close and open a new browser
  • Make sure you are using the same email address and password you registered with
  • If you forgot your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account

Please note that if you enter your password incorrectly more than three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in.

 

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