FAQ

Shipping

How long will it take for my order to be delivered?

Order processing: 24 hours

Singapore

Free Shipping: 4-7 days

Priority Insured Shipping (Tracked): 3-4 days

Malaysia
Priority Insured Shipping (Tracked): 3-7 days

Where do you deliver to?

Currently we only deliver to Singapore and Malaysia.

How do you deliver?

We post by SingPost, QExpress and/or Ninja Van.

After posting your order to a delivery company, we will send you an email of the details and tracking number (no tracking number for shipping through SingPost).

How can I track my orders?

If you have chosen non-registered post (Singapore), there is no tracking available.

After your order is shipped, a confirmation email will be sent to you. This email contains the URL where you can enter your tracking code to track your orders. Please note tracking information may be displayed only after 24 hours.

Why do I have to pay extra fees to the shipping company to receive my order?

We hand over your orders to the delivery company once your package is ready. Depending on your country/ state's custom procedures, you may be charged additional fees for the final delivery or import tax. It can be also due to the delivery address being in a remote area. In this case, kindly pay the required fee to receive your order.

Payment

How can I pay for my order?

We offer safe secure checkout and accept payment via Visa, Mastercard, Google Pay, Apple Pay and PayNow (SG Only). Kindly select the one most suitable for you.

Which currency are you using?

Depending on your location, all products are priced in SGD (Singapore Dollars) or MYR (Malaysian Ringgit).

Orders

How to place an order?

Add the product you love to your cart and click on 'Buy now'.

Then fill in the shipping and payment information and voila!

How can I modify my order?

If you would like to change anything in your order, please contact us through emailing hello@wordpress-470754-1479457.cloudwaysapps.com within 12 hours of your order.

Post-Purchase

What if I received a defective or damaged item?

We are sorry to hear that!

QuincyLash aim to provide the best quality products to our customers. In the rare occasion that you have received a faulty item, kindly email your name, tracking code, product name and photographs of the product and fault to hello@wordpress-470754-1479457.cloudwaysapps.com.

Please also read our Returns Policy here:

If your item is damaged during shipping, email photographic evidence within 7 days of receiving to hello@wordpress-470754-1479457.cloudwaysapps.com.
Products must be unused and unopened.
Please note some items may not be eligible for return for hygiene reasons.
We only offer exchanges. Refunds are not part of our returns policy.
Orders placed separately cannot be returned as one. Combining orders will slow down the refund process!

What should I do if I have provided a wrong shipping address?

Contact us immediately through emailing hello@wordpress-470754-1479457.cloudwaysapps.com to provide us your correct address. Our customer service staff will check if we can change it for you.

If the package has already been dispatched, we are sorry to say we will not be able to change the address or send a replacement without additional fees.

What if the tracking information shows "Returned to Sender"?

Please follow the following steps:

Step 1 - Email our customer service at hello@wordpress-470754-1479457.cloudwaysapps.com and provide your shipping address again.

Step 2 - If the address you provided in the email matches with the shipping address in our system, we are willing to send you a replacement or refund you 50%. If the address does not match, the error in delivery is likely due to you giving an incorrect address. Therefore we may require you paying extra fees to send you a replacement.