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Customer Service

We try to make shopping as easy as possible. We understand that you may have some doubts over the course of shopping with us. Kindly take some time to reach through this comprehensive guide should you need any clarification.

Do approach our friendly customer service team if you need further assistance and we will be more than glad to render it at admin@shoplaurella.com. We aim to respond to your enquiries or feedbacks within the shortest time and will be replying you during office hours, Monday through Friday except weekends, public holidays (Singapore) and stipulated annual company event days. 

HOW DO I MAKE A PURCHASE?

In 8 simple steps, our fabulous products would be on its way to you.

  1. Click on an item to view all details and available colours/sizes (if applicable). Click on the drop-box to view all colours/sizes.
  2. Choose the colour, then the size, and finally the quantity you wish to purchase, and click on 'Add to Cart’. This action will lead you to your Shopping Cart Summary, in which you can choose to continue browsing, or make payment for the chosen piece(s). Take note that this will not secure your items only until you have paid for them (Step 6)
  3. To check out,  click on ‘My Cart’ on the top right hand corner of the page. Enter any discount code if you have.
  4. Check on the sizing and the colour (s) of the items checked out. Confirm your mailing address and mode of shipping (Regular or Registered). Kindly ensure that the size, colour of the item and the mailing address are correct as we’re not able to amend your order once we’ve processed it.
  5. Choose your payment mode, and your items will be confirmed at this point in time.
  6. Key in your payment details in the appropriate payment gateway.
  7. You will receive our confirmation email once your payment’s been verified and when your order’s been shipped out
  8. Be prepared to receive your Shop Laurella products in 3-4 working days (for Local Mails) and 7-14 working days (for International Mails)

 

DO I NEED TO SIGN UP FOR AN ACCOUNT TO PURCHASE?

No, you do not need an account to purchase. However, setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and first-hand news of our exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

 

DO YOU HAVE A SIZE GUIDE?

We provide both free-sized and sized apparels alongside. Under each Product Description, we provide measurements of each piece and a gauge of the range of sizes it can fit to help you make your purchases. All measurements are given in inches as denoted by  unless otherwise stated.

 

HOW DO I PAY FOR MY ORDER?

 PayPal

You can choose to pay via paypal, and all transaction charges will be borne by Shop Laurella.

Furthermore, if you would like to pay via Mastercard/Visa, you can do so through your Paypal account too!

 

I HAVE A DISCOUNT CODE, HOW CAN I USE IT IN PAYING FOR MY ORDERS?

Simply key in your discount code and your total amount will change accordingly.

■         Please note only one discount offer can be used per order.

■         Please always check further terms and conditions supplied with the code.

 

DO YOU HAVE AN E-GIFT CERTIFICATE OR A GIFT VOUCHER I CAN PURCHASE?

 Kindly email our customer service team at admin@shoplaurella.com for more details!

 

I HAVE CONFIRMED MY ORDER, CAN I AMEND OR CANCEL IT?

Unfortunately it isn't possible for you to amend items within your order once it has been confirmed. You can check your orders by logging in, going to My Account, and clicking on the ‘History and Details of your orders’ tab. If you need any assistance, please contact our Customer Service Team to see if we can be of any assistance.

 

WHY CAN’T I LOCATE THE PAGE TO KEY IN MY PAYMENT DETAILS?

Each order is unique and linked to a specific payment page. Please check your email inbox for our Shop Laruella email, a link to the page will be provided there. If it’s not in your inbox, kindly check your spam folder. To direct our Shop Laruella emails to your inbox, do add admin@shoplaurella.com to your Contact List.

 

HAS MY ORDER BEEN SHIPPED OUT?

After your payment’s been verified, you will receive an email informing you that your order’s in the midst of preparation for delivery. Once it’s been shipped out from our Warehouse, you’ll receive an email notification as well. To check on your order status, do go to My Account, under ‘My orders’.

LOCAL DELIVERY

Once you placed and paid for your order, your item(s) will reach you 3-4 working days (excluding Weekends & Public Holidays) after it have been dispatched from our Warehouse. You may either opt for Standard or Registered postage when checking out.

I. Standard Postage

We offer free shipping to all the orders from our local customers.

Please note that order tracking is not available for standard postage deliveries. Kindly wait for 4 full working days for it to arrive. If it does not arrive by then, you can contact our Customer Service Team and we will be glad to render you assistance.

II. Registered Postage

The cost of Registered Postage will be $2.50 per each order for all local orders. You may track your parcel with this delivery mode here.

If you haven’t received your order after 4 working days, kindly contact our Customer Service Team to retrieve your registered parcel number.

Please note that the postman will leave a notification slip if there is no one at the mailing address on delivery. The notification slip will advise you how you can retrieve the parcel at the nearest post office.

INTERNATIONAL DELIVERY

We currently offer a flat shipping rate of $5.00 per item for the following four countries: Australia, Brunei, Malaysia and New Zealand. However, you can choose to send your order as a registered parcal. There will be a $2.50 extra charge applies to each order on top of the standard shipping rate.

For other countries, please email us at admin@shoplaurella.com for a quote.

 

I HAVE RECEIVED A DEFECTED / FAULTY ITEM

At Shop Laurella, we seek to provide you quality products. We apologize to have mailed a defected / faulty item. Please click here for more details on our Exchange Policy. If you’re unsure of the procedures, kindly contact our Customer Service Team and we’ll be glad to render any assistance.

We aim to resolve any issue with a defected / faulty item as quickly as possible but we need you to inform us as soon as you discover the defect / fault. Please include as many details as possible about the problem and we will reply you within 1 or 2 working days.

 

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

We apologize to have mailed you an incorrect item. Please click here for more details on our Exchange Policy. If you’re unsure of the procedures, kindly contact our Customer Service Team and we’ll be glad to be of any assistance.

Kindly drop us an email at admin@shoplaurella.com and attach a picture of the item received and we will reply you within 1 or 2 working days.

 

AN ITEM IS MISSING FROM MY ORDER

We apologize for missing out on an order.

Kindly contact our Customer Service Team (as above) and we’ll be glad to be of any assistance.