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General Questions:

1. How can I be assured that the products from KrisShop’s “Refined Luxury” collection are authentic?

KrisShop operates on a zero-tolerance policy regarding the purchase and sale of counterfeit products. We strive to ensure that all products sold on our website are authentic and sourced directly from reputable and authorized distributors.

2. I placed an order for a product from the “Refined Luxury” collection but received a notification that my order was cancelled. Why is this so?

Your order may be cancelled due to stock availability and payment issues:

  • Stock availability: The item that you ordered ran out of stock before we could process your order.
  • Payment issues: Your payment did not go through, or we were not able to verify your payment details successfully. 

3. Are products from the “Refined Luxury” collection new or used?

All products listed in the “Refined Luxury” collection are brand new. Products from Acne Studios, Alaïa, A.P.C., Anya Hindmarch, Balmain, By Far, Boyy, Burberry, Comme Des Garcons, Coperni, Courreges Fashion, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Ganni, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Kenzo, Jacquemus, Jimmy Choo, Jil Sander, Longchamp Fashion, Maison Margiela, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, MSGM, Mulberry, See By Chloé, Stella McCartney Women, Off-White, Self Portrait, Sporty & Rich, Strathberry, Paul Smith, Palm Angels, Pierre Louis Mascia, Pinko, Polo Ralph Lauren Fashion, Roger Vivier, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, and Zanellato are sourced directly from authorized distributors, ensuring their authenticity and quality. You can expect products from the “Refined Luxury” collection to be brand new and in pristine condition, complete with original packaging, tags, and any accompanying accessories. 

4. What are the available modes of payment on KrisShop.com?

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

5. Can I request for additional product information or images before making a purchase?

We understand that product information and images are key in aiding your purchase decisions. As such, we strive to provide as many product images and key product information in all listings under the “Refined Luxury” collection. Due to the nature of luxury products, additional product images over and beyond what is already shown in the product listings may not be available.

6. Can I reserve an item for purchase at a later stage?

As products from the “Refined Luxury” collection are in-demand and hence available in limited quantity, we are unable to offer reservations, in order to provide equal opportunities for our customers to purchase their desired products.

7. Do I have to pay duties and taxes?

For delivery within Singapore, Goods & Services Tax (GST) is automatically applied to your order in accordance with Singapore’s tax regulations at checkout. You are not required to pay for any additional duties or taxes.

Delivery:

1. Do you ship internationally?

No. International shipping is not available for products from the “Refined Luxury” collection, including brands such as Acne Studios, Alaïa, A.P.C., Anya Hindmarch, Balmain, By Far, Boyy, Burberry, Comme Des Garcons, Courreges Fashion, Coperni, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Ganni, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Kenzo, Jacquemus, Jimmy Choo, Jil Sander, Longchamp Fashion, Maison Margiela, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, MSGM, Mulberry, See By Chloé, Stella McCartney Women, Off-White, Self Portrait, Sporty & Rich, Strathberry, Paul Smith, Palm Angels, Pierre Louis Mascia, Pinko, Polo Ralph Lauren Fashion, Roger Vivier, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, and Zanellato. These products are available for delivery to addresses within Singapore only.

2. How long does it take for my order to be delivered?

Upon placing your order, you should receive your product(s) within 9 to 12 business working days.

3. Are there any additional fees for local delivery?

Deliveries within Singapore are free-of-charge for orders exceeding S$75 (before GST) in value. 

4. Is Express Delivery available?

No. The Express Shipping option is not available for products from the “Refined Luxury” collection, including brands such as Acne Studios, Alaïa, A.P.C., Anya Hindmarch, Balmain, By Far, Boyy, Burberry, Comme Des Garcons, Coperni, Courreges Fashion, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Ganni, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Kenzo, Jacquemus, Jimmy Choo, Jil Sander, Lonchamp Fashion, Maison Margiela, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, MSGM, Mulberry, See By Chloé, Stella McCartney Women, Off-White, Self Portrait, Sporty & Rich, Strathberry, Paul Smith, Palm Angels, Pierre Louis Mascia, Pinko, Polo Ralph Lauren Fashion, Roger Vivier, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, and Zanellato. 

5. What happens if the parcel delivery is unsuccessful?

If the parcel delivery was unsuccessful, our last-mile shipping carrier, DHL, will leave a card at your doorstep notifying you of the unsuccessful delivery. For such instances, you have the option of collecting the parcel at any one of DHL’s Express Service Centres in Singapore. Alternatively, if you prefer to have your parcel redelivered, kindly get in touch with DHL’s customer service team to arrange another delivery.

6. Can I change my delivery information after placing an order?

Once you have placed your order and the order has been shipped, you will not be able to amend your delivery information. 

7. Can I track my delivery?

Yes. Once your order has been shipped, you will receive an email with the relevant tracking number for your parcel. You can check the status of your shipment via DHL’s website. 

8. What happens if my parcel is delayed, or if I do not receive my order at all?

For parcel delivery matters, do reach out to our Customer Experience Team at krisshopcustomercare@krisshop.com. Our Customer Experience team will investigate the matter and provide you with an update accordingly.

9. Can I schedule my delivery?

We do not offer the option to schedule a specific delivery date or time for your orders. The delivery timeframe is determined by the shipping carrier and can vary depending on your location and the shipping method selected. However, once your order has been shipped, you will receive tracking information, allowing you to track the shipping status of your package and the estimated delivery date.

10. Can I ship items to multiple addresses in a single order?

We currently do not offer the option to ship items to multiple addresses within a single order. If there is a need to send products to different addresses, you will need to place separate orders for each shipping address.

Returns & Cancellations:

1. What is your returns policy?

We accept returns within 14 days, starting from the date that you have received your order. Returned items must comply with our Returns Policy.

2. Can I return an item if I changed my mind?

We do not accept change-of-mind returns. More details can be found in our Returns Policy here.

3. Can I cancel my order?

No. Order cancellations for fashion merchandise from the “Refined Luxury” collection, including brands such as Acne Studios, Alaïa, A.P.C., Anya Hindmarch, Balmain, By Far, Boyy, Burberry, Comme Des Garcons, Coperni, Courreges Fashion, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Ganni, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Kenzo, Jacquemus, Jimmy Choo, Jil Sander, Longchamp Fashion, Maison Margiela, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, MSGM, Mulberry, See By Chloé, Stella McCartney Women, Off-White, Self Portrait, Sporty & Rich, Strathberry, Paul Smith, Palm Angels, Pierre Louis Mascia, Pinko, Polo Ralph Lauren Fashion, Roger Vivier, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, and Zanellato, are not permitted.

4. What should I do if I receive the wrong product, or if the product that I received has defects?

If the product that you received is defective, or if you have received the wrong product, do reach out to our Customer Experience team at krisshopcustomercare@krisshop.com within the designated timeframe specified in our Returns Policy (i.e within 14 days from date of delivery). Please note that the item must be in unused condition with all original tags and packaging intact.

Kindly provide additional information and evidence such as photographs or videos, to our Customer Experience team, where we will then advise on the next steps to be taken to resolve the issue.

5. Will I get a full refund if I receive the wrong product?

Once our Customer Experience team has verified that you have indeed received the wrong product, a full refund via the original payment method that was used to purchase the product can be made. Shipping fees for returns will be waived if the product you have received is incorrect. A returns label will be sent to you by our Customer Experience team.

6. Will I get a full refund if I receive a damaged item?

You are eligible for a full refund if the damage is due to a manufacturing defect or an issue that occurred during the production process – such refund requests will have to go through a verification process by our Customer Experience team. Shipping fees for such returns will have to be borne by you depending on the outcome of the returns verification process. A returns label will be sent to you by our Customer Experience team.

7. How long will it take for me to receive my refund?

The timeline for receiving your refund will vary depending on factors such as the payment method used for your purchase, the processing time required by your bank and payment provider, and any other verification checks that may be required.

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