FAQ

ACCOUNT

Do I need to sign up for an account to place an order?

No. You do not have to. But having an account with us speeds up the ordering process as we store your mailing address in our database upon registering. Also, you will be able to track your order status in your account. 

 

What do I do if I have forgotten my password?

You can reset your password here.

 

How long are the items kept in my cart for?

For registered members, your items will be kept in your cart for 8 weeks. For non-registered members, the items will be kept in your cart for 1 week. Please note that items in the cart do not mean that they are reserved for you.

 


SOFT LAUNCH

What is a "soft launch"?

Soft launch is a special section where we release the products in advance of their planned launch dates. This way, you can shop the latest arrivals (usually within a few days after we bring in the products). However, please note that certain soft launch items may be taken down within after a few days of posting. Please check product description for more details.

All products under this soft launch (unless they are sold out) will be officially released after our photoshoot with our model. If you prefer seeing how it looks on a real person (i.e. our model), kindly wait for the products to be launched.

  


 ORDERS

Can I amend or cancel my order after confirming it?

We are afraid we do not allow changes to be made to your order once it has been placed.

However, if you would like to amend or combine orders, please drop us an email at hello@thefleurlabel.com. We will try our best to accommodate your request (provided that the parcel has not been shipped).

Request for cancellation of orders are not allowed.

 

Is my order secured after i add it into my shopping cart?

Unfortunately, no.

In order to guarantee your item order, you are advised to check out and make payment as soon as you can. We do not allow reservation of merchandise.

Should you face any difficulties, please email us at hello@thefleurlabel.com for further assistance.

 

Can you help me reserve a merchandise?

Yes, the merchandise will be reserved for you within the stipulated time frame upon successful check out.

After the window has passed, we will release it back to the system.

 

My order includes both instock and backorder item(s), when will it be shipped?

If your order includes back order item(s), it will only be shipped only after your back order item(s) arrive. If you want us to mail the instock items first, please purchase it under a separate order.

 


PAYMENT

Do you charge a fee for PayPal?

We are absorbing fees for payment gateways 100% so that you do not have to bear any additional charges.  

 

How do I know if my payment is successful?

At the check out page, choose your preferred payment mode.

If you have selected PayPal, it should lead you to a separate window for payment on PayPal’s website. Kindly ensure that payment transaction is complete and confirmed before closing all windows.

Upon successful payment, an email invoice will be sent to your registered email account.

 

My payment for my order is declined. What can I do?

We will not be able to process any order(s) if the payment is not made and verified by THE FLEUR LABEL. To ensure that your payment is successful upon check out, we suggest:

  • Check the card details to ensure that all information is correct (i.e. billing address, expiry date, CVV, etc)

  • Your card issuer may have also declined your payment. It is best to contact your bank.

  • Try making payment with another card

  • Alternatively, choose another payment mode

You can also email us at hello@thefleurlabel.com for further assistance.

 

What is the payment time frame?

  • Internet banking / ATM bank transfer: Within 24 hours
  • PayPal: Within 1 hour

 

After I have made payment, what do I do next?

Internet banking / ATM bank transfer
Log in to your account and update your payment information. Alternatively, click on the link stated in your order email and you will be directed to update payment information page in your account.

Credit cards & PayPal
For payment made by credit cards or PayPal, we will be notified by our system of your payment immediately after it was made. Hence, no further action needed from you.

 

What if I cannot make payment within the time frame upon check out?

For some reasons that you cannot make payment within the time frame upon successful check out, please email us at hello@thefleurlabel.com with your invoice number, we will be glad to assist.

Otherwise, all orders which are left unpaid after the time frame upon successful check out will be automatically cancelled and added back to our system for other shoppers to purchase.

 


SHIPPING

What is the status of my order? How do I track my order?

To check the status of your order or get your shipment tracking number:

  • Log into your account. The shipment tracking number and date will be updated once parcels are dispatched; OR

  • Check your email. An email with the shipment tracking number and date will be emailed to you once parcels are dispatched.

You can also get a quick view of your order history on this page.

 

For tracking of parcel status, please visit:

LOCAL SHIPPING

  • Singpost normal mail: no tracking available
  • Standard local courier: Roadbull website here

INTERNATIONAL SHIPPING

  • Malaysia orders: Nationwide Express website here.

  • All other international mail: Singpost website here

      

    What if I have entered an incorrect mailing address during check out?

    If you have entered an incorrect mailing address, please email as at hello@thefleurlabel.com with your invoice number. We will try our best to catch the parcel before it is out.

    However in cases where the parcel has already been mailed, we will have to wait for the rebound parcel to be sent back to us. A second delivery will be made to the correct mailing address. Please note that additional mailing charges incurred will be borne by the customer.

    It is the responsibility of the customer to provide accurate information required for the the order to be efficiently processed. THE FLEUR LABEL will not be accountable for delays caused by incorrect shipping details provided.

     


    RETURNS / EXCHANGE

    What do I do if I have a defective/incorrect/missing item(s)?

    We are sorry to hear this! Please email us at hello@thefleurlabel.com within 14 working days with regards to the matter. Kindly attach snapshots of the defect on the merchandise as well. We will process an exchange immediately.

    All returns will follow THE FLEUR LABEL’s returns policy. In the event that the defective item is out of stock, customers will be provided the options of a store credit refund.

     


    STORE CREDIT

    What is a store credit?

    Store credit is issued in the event of any return of regular priced items. It is used to offset against a new order.

    Store credit is only valid for purchase of regular priced items.

     

    What happens if my purchase is less than my store credit value?

    You will still be allowed to utilise your store credit, but any balance will be forfeited.

     

    I have obtained a store credit/discount code. How do I use it?

    On the order summary page during the check out process, the system will prompt you to enter a discount code.

    Enter the store credit/discount code which you have obtained and click “Apply”. Please verify the discounted amount and all shipping charges before confirming your order.

    Please note that store credit and discount codes are non-stackable.

     

    Can I utilise both my store credit and discount code in the same order?

    No. Our store credit and discount codes are non-stackable.

    As such, store credit and discount codes cannot be utilised at the same time. Each order only allows the use of one code (e.g. discount code / free shipping code / promotion codes / store credit / etc).

     

    When does my store credit expire?

    Store credit expires within 1 month from the date of issue.

    If it is not utilized within the given time frame, the amount will be forfeited.

    Requests for extension of vouchers before its expiry date will be processed on a case by case basis. Once the expiry date has passed, we would not be able to process the request.

     

    Can i transfer my store credit to another person?

    Store credit issued are linked to each individual’s account and email address, hence it can only be utilized by the account holder.

    They are non-transferable in nature.