Frequently Asked Questions (FAQ)

What is KrisShopper?
KrisShopper is a loyalty programme by KrisShop that rewards shoppers for spending at KrisShop. Learn more about the programme here.

What are KrisShop Living items? 
KrisShop Living items are products or services that are fulfilled by brands directly and are not applicable for inflight delivery. They can be identified via the “KrisShop Living” label on the respective product page.

If your order contains both non-KrisShop Living and KrisShop Living items, they may be delivered separately due to different delivery times. Find out more in the Delivery section.

Can I make changes to my order after payment has been made? 

Changes cannot be made to the original order.  A new order will need to be placed. Do note that only orders that are paid fully via a credit card may be cancelled and refunded. 

What should I do if I receive the wrong order? 
It is the responsibility of the customer to check the items presented upon receipt. An acceptance acknowledgement will be signed, or you may choose not to sign it and return the product for refund by contacting our Customer Experience team. An email notification regarding a refund will be sent to you within 96 hours of the return. 

Which items are available for inflight and home delivery? 
Refer to the respective product page for the delivery methods available and choose the preferred delivery option accordingly.

What is Inflight Express Delivery? 
Inflight Express Delivery offers a curated selection of items for pre-orders within 24 hours and 48 hours of your Singapore Airlines and Scoot flights departing Singapore respectively. Simply filter by "Inflight Express Delivery" to view eligible items. 

Can I choose two delivery methods in a single order? 
Yes, you can choose different delivery methods for different products in a single order. 

What is the delivery time for pre-order items? 
Refer to the respective product pages for the delivery time of pre-order items. 

How do I apply a promo code on KrisShop.com?
Add items to your shopping bag and apply promo code at checkout, under "Vouchers and Promotion Codes". Please note that the promo code is subject to its terms and conditions and only one promo code can be applied in a single transaction. 

I received a voucher code. How do I use it?
Add items to your shopping bag and apply eligible voucher code(s) at checkout, under "Vouchers and Promotion Codes". Multiple voucher codes may be used in a single transaction. Each voucher code needs to be entered and applied individually. For more information, please refer to Voucher Redemption.

What are the available modes of payments on KrisShop.com?  

• Credit and debit cards, including American Express, Diners, JCB, Mastercard, UnionPay and Visa
• Instalment payment via Atome, Shopback and Pace.
• Apple Pay
• KrisFlyer miles
• KrisShop eVouchers, Singapore Airlines eVouchers and PPS Club gift vouchers

How do I track my order?  
KrisFlyer members may log in on KrisShop.com to view and track all recent purchases. Alternatively, please enter your email and order reference number here to check on your order status.

I haven’t received my parcel. Who can I contact?
You can check the status of your order here. If you have trouble retrieving information on your delivery status, please contact our Customer Experience team.

What is the pre-order to flight service for?  
The pre-order to flight service allows you to shop duty-free on KrisShop.com and have your purchases delivered to your flight’s seat.   

Which flights are eligible for the pre-order to flight service?  
This service is available for all Singapore Airlines and Scoot flights departing Singapore, excluding flights to Malaysia and Jeddah respectively. Selected Singapore Airlines flights arriving into Singapore, as seen in the table below, are also eligible.

 *Excluding SQ25 (FRA-SIN), SQ51 (MAN-SIN), SQ377 (BCN-MXP-SIN)

How early in advance can I use the pre-order to flight service?
Pre-orders begin 60 days before the date of departure. 

Will there be delivery charges for the pre-order to flight service?
Free delivery is available for all orders made more than 24 hrs (Singapore Airlines) or 48 hrs (Scoot) before departure from Singapore. For orders made after the mentioned time frame, a surcharge of SGD35.00 will be applied for orders below SGD500 net. For more information, refer to the table below.

Are all items on KrisShop.com available for pre-order? 
All items listed with “Pre-order to flight” as a delivery option are available for pre-order and collection on your next Singapore Airlines or Scoot flight. Please check the delivery option available on the respective product page. 

If you are pre-ordering for your Singapore Airlines or Scoot flight within 24 hours and 48 hours respectively before departure from Singapore, simply filter by "Inflight Express Delivery" to view items eligible for inflight delivery for your flight. 

How do I collect my pre-ordered items?
Simply present your boarding pass or the e-invoice from KrisShop.com to the cabin crew to receive your pre-ordered items on board.

What happens if there are changes to my flight schedule after I have confirmed and paid for my pre-order items?
Please contact our Customer Experience team at +65 6407 5414 or krisshopcustomercare@krisshop.com to advise us of your updated travel plans, and we will make the necessary arrangements for the collection of your purchase on board your next flight. Please note that a minimum of 3 working days is required to process the request.

What happens to my pre-order if my flight is cancelled?
If your flight is cancelled, please notify KrisShop immediately by sending an email to krisshopcustomercare@krisshop.com for a full refund. Express delivery charges will not be included in your refund. Please note that a minimum of 3 working days is required to process the request.

Can I pre-order for everyone in my itinerary or place more than one order for the same flight?
Yes, you may place a pre-order for each person in your itinerary. Be sure to take note of Customs Allowance restrictions that may apply. Information on Customs Allowances Policies can be found here.

How do I make home delivery purchases?
Simply shop on KrisShop.com and add items into your "Delivery" bag before checking out. 

Where does KrisShop deliver to? 
KrisShop provides both local (Singapore) and overseas delivery. Please refer to Delivery section for more information.

Are all items offered on KrisShop.com available for home delivery?  
Only the items listed with "Delivery" on the respective product page are eligible for home delivery. Due to customs and duties restrictions, all duty-free liquor & wines are not available for home delivery. Some items are only available for local delivery in Singapore. Please refer to the product page on KrisShop.com or contact our Customer Experience team for more information.

Are there any additional fees for home delivery? 
The product prices shown and on KrisShop.com do not include delivery charges (please refer to Delivery for more information). In addition: 

• Delivery within Singapore: Items are subject to prevailing Goods & Services Tax (GST). Re-delivery fees may apply for unsuccessful delivery attempts. 
• Overseas delivery: Applicable customs/import duties and postal clearance will be included at checkout, unless otherwise stated. Please note that delivery of electronic goods to Malaysia is subject to SIRIM permit, which will be required to be paid separately. 

Will I be charged customs and import duty for overseas delivery? 
For overseas delivery, applicable duties and taxes will be included at checkout, unless otherwise stated. If duties and taxes are collected by KrisShop, customers will not be required to pay any additional amount thereafter (except for delivery of electronic goods to Malaysia, where customers will be required to pay for SIRIM permit separately).

For instances when ‘Borne on arrival’ is indicated at checkout, please note that any applicable duties and taxes will be borne by customer and is required to be paid directly to the respective custom and/or courier upon arrival of items in the country.

What happens if delivery was unsuccessful?
For delivery within Singapore, re-delivery fees are applicable for unsuccessful delivery attempt(s):

• Re-delivery fees after 2 unsuccessful standard delivery attempts is S$6 (inclusive of GST)
• Re-delivery fees after 1 unsuccessful express delivery attempt is S$15 (inclusive of GST)

Can I personally collect my home delivery order?  
There is currently no self-collection option. 

How do I earn KrisFlyer miles for my KrisShop purchases? 
KrisFlyer miles can be earned on purchases made on KrisShop.com, KrisShop on KrisWorld and inflight purchases on Singapore Airlines.

For inflight purchases, provide your KrisFlyer membership number to the cabin crew on board. For purchases on KrisShop.com and KrisWorld, simply login with your KrisFlyer account before checking out.

How many KrisFlyer miles can I earn? 
As a KrisShopper, earn between 2 to 4 KrisFlyer miles for every S$1 spent on all KrisShop purchases made on KrisShop.com, KrisShop on KrisWorld and inflight purchases on Singapore Airlines. Non-KrisShopper members may continue to earn 1.5 KrisFlyer miles for every S$1 spent.

KrisFlyer miles are only earned on the nett amount paid with a credit or debit card, excluding delivery charges, prevailing taxes, customs/import duties and postal clearance (applicable for home delivery and vary between countries). If KrisFlyer miles are used to pay for part of the purchase, KrisFlyer miles will only be earned on the portion paid with a credit or debit card, excluding taxes, delivery fees, import duties and postal clearance charges.

When will the KrisFlyer miles be credited? 
Please allow up to 5 business days for miles to be credited to your KrisFlyer account after your transaction.

Can I use KrisFlyer miles to redeem for KrisShop purchases made on board a Singapore Airlines flight? 
Redemption of KrisFlyer miles for KrisShop items is only available online on KrisShop.com. Redemption of KrisFlyer miles for KrisShop items is not available for inflight purchases on board Singapore Airlines. 

How do I redeem my KrisFlyer miles on KrisShop.com? 
Redeem your miles on KrisShop.com in 3 simple steps: 

1. Log in to your KrisFlyer account on KrisShop.com.
2. Shop and add the items you wish to purchase to your bag.
3. During checkout, slide or key in the number of KrisFlyer miles you would like to use. Pay for the rest of your purchase with your credit or debit card.

Is there a minimum number of miles required to redeem for my KrisShop purchases? 
A minimum of 1,000 KrisFlyer miles is required per transaction.

How many KrisFlyer miles can I redeem with every dollar spend on KrisShop.com? 
The redemption rate on KrisShop.com is 125 KrisFlyer miles for approximately S$1 spend. This rate is subject to change without notice. The latest rate will be published on singaporeair.com and KrisShop.com.

Can I use my KrisFlyer miles to pay for the entire value of my purchases on KrisShop.com? 
KrisFlyer miles can be used to offset your purchases on KrisShop.com, excluding applicable customs/import duties and postal clearance that are borne by customers and paid directly to the respective custom and/or courier upon arrival of items in the country.

Can I use KrisFlyer miles to pay for part of my purchase on KrisShop.com? 
You can use KrisFlyer miles to pay for part of your purchase on KrisShop.com, or redeem your purchase in full, excluding applicable customs/import duties and postal clearance that are borne by customers and paid directly to the respective custom and/or courier upon arrival of items in the country.

If I use miles to pay for part of my purchase on KrisShop.com, will I earn KrisFlyer miles? 
You will earn KrisFlyer miles on the nett amount paid with a credit or debit card, excluding delivery charges, prevailing taxes, customs/import duties and postal clearance (which are applicable for home delivery, and vary between countries). Earn 1.5 KrisFlyer miles for every S$1 paid with a credit or debit card. This rate is subject to change without notice. The latest rate will be published on singaporeair.com and KrisShop.com.

Can I redeem for all items on KrisShop.com? 
Items on KrisShop.com, unless otherwise stated, can be redeemed partially or fully with KrisFlyer miles. 

Can I redeem KrisShop items by calling KrisShop or KrisFlyer Membership Services or Singapore Airlines office? 
Redemption of KrisFlyer miles for KrisShop items is only available online on KrisShop.com.

Can I use vouchers and KrisFlyer miles in a single transaction? 
Singapore Airlines and KrisShop eVouchers and eligible PPS Club gift vouchers may be used on KrisShop.com, together with KrisFlyer miles redemption. Please refer to Voucher Redemption for more details.

Can my KrisFlyer miles be refunded? 
KrisFlyer miles used for purchases on KrisShop.com are non-refundable.

Can my KrisFlyer miles be refunded if I wish to make changes to my payment (e.g. use more miles or use more cash to pay)? 
KrisFlyer miles used for purchases on KrisShop.com are non-refundable.

Is the KrisFlyer miles balance shown on KrisShop.com accurate? 
The available KrisFlyer miles balance (as well as other KrisFlyer information) reflected on KrisShop.com is as at the time of login. Please log in to your KrisFlyer account on singaporeair.com to check your latest miles balance.

How can I check my latest miles balance after my KrisShop purchase?  
Please log in to your KrisFlyer account on singaporeair.com to check your latest miles balance after your purchase. The KrisShop transaction will be reflected in your recent activities

Who should I approach to find out more about redemption of KrisFlyer miles on KrisShop.com?  
Please contact KrisFlyer Membership Services for queries relating to the usage of KrisFlyer miles. For purchase or product-related queries, please contact KrisShop.

Who should I call when I experience difficulties during my KrisShop redemption transactions?  
For issues related to KrisFlyer log-in, please contact KrisFlyer Membership Services. For system issues that occur on KrisShop.com, please contact KrisShop.

I am a PPS Club member. Do I get additional benefits on KrisShop.com? 
As a PPS Club member, you may enjoy the following:

• A complimentary upgrade to KrisShopper Ambassador when you sign up for KrisShopper. For more information, see Status Match terms & condition.
• 10% off regular-priced items with no minimum spend, subject to brand exclusions and any ongoing promotions. Simply login with your KrisFlyer account and any applicable discount will be reflected at checkout.

How do I use my PPS Club Vouchers?
From 28 June 2021, eligible PPS Club gift vouchers are only accepted on KrisShop.com. 

Add items to your shopping bag and apply eligible voucher code(s) at checkout, under "Vouchers and Promotion Codes". Multiple voucher codes may be used in a single transaction. Each voucher code needs to be entered and applied individually. For more information, please refer to Voucher Redemption.

What is the return and refund policy?  

• Liquids, gels, food products, pillows, bedsheets and apparel (including shoes) may not be returned if they have been opened.
• Made to Order products cannot be returned. 
• Alcohol cannot be returned due to government regulations.
• All purchases using any form of vouchers and KrisFlyer miles are non-refundable and non-exchangeable.
• Products from the following brands are non-refundable and non-exchangeable: Apple, Aldo shoes, Bally shoes, BOSS apparel, shoes & undergarments, Breitling, Bycanary, Casio Music, Hegen, OSIM, Oyo Fitness, Poh Heng Jewellery, Samsung, Schindelhauer, The Urban Bike, United Bike 

If item is found to be defective or damaged:

1. Please contact our Customer Experience team at krisshopcustomercare@krisshop.com for your return request, detailing the reason for return; and
2. Upon confirmation by our Customer Experience team, you will either be directed to an authorised service centre or be requested to return the item by registered post to KrisShop in its original condition and original packaging, accompanied by proof of purchase within 14 days of delivery.

Shipping and handling are at the expense of the customer except for returns of defective items. Upon receipt of the returned goods, we will either exchange or refund the cost of the item to the same credit card used to make the payment.

Can I cancel my order?
Yes, you may cancel your order before your purchases are delivered to you. Please contact krisshopcustomercare@krisshop.comto cancel your order. Do note that cancellation is subject to the following cancellation fees:   

LAG restrictions apply to all carriage of Liquids, Aerosols and Gels in hand-carry luggage on all flights departing from affected airports. This includes both inflight purchases or pre-orders purchased from KrisShop. All LAG purchases must be placed in sealed tamper-evident bags, with receipts clearly displayed in the sealed bags. Without a tamper-evident bag, LAG items carried in hand-carry luggage into LAG-affected airports will be confiscated.