VIIMART has categorised its FAQ for the convenience of its clients. Please refer to the following contact details for your easy reference. Should there be any queries that you cannot locate within the FAQ, please allow our customer service officer to attend to you proactively by calling us at 6425 5522 or emailing us at email@example.com.
MESSAGE FROM VIIMART
Viimart is a visionary skin care and beauty ecommerce store based in Singapore. Viimart's unique, open-sell environment features an ever-increasing amount of classic and emerging brands around the world, spanning across a broad range of product categories including skincare, makeup, fragrance, body and hair care.
At Viimart, authenticity of our products is affirmative. Our holding company, Kelter International Pte Ltd (UEN : 201221831H), is a registered cosmetic and skin care products importer with the Health Science Authority of Singapore. We notify the Health Science Authority of Singapore on our products before putting them on sale. Our long standing portfolio of clients in South-East Asia, middle east and other region endorses the genuineness of our products. We only work directly with brands as well as authorised long-term distributors to ensure the authenticity of all products and samples that we carry. Our uncompromising audit process in the selection of suppliers and distributors shows our commitment in the authentication policy. With an implacable policy in our selection of the source of products, we have put the authenticity of all our merchandises beyond doubt.
We understand that our emails to you may at times be accidentally directed into your junk box. As such, please help to add firstname.lastname@example.org in your address book so as not to miss out on our order confirmation emails and most importantly, our sales mailer for important clients like you.
- GENERAL ENQUIRIES
How do I place an order?
Shopping at Viimart.com is easy. Simply create an account with Viimart.com and start shopping in Viimart. “Add to Cart” for items that you wish to purchase and you can select the desire quantity. To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page. Please enter the ‘Promo Code’ if you have one and click on ‘Apply’. The total price will be updated with the discount. Review your order at the Cart Page and click on ‘Proceed to Checkout’ once everything is in order. Fill in all necessary shipping details and select your preferred payment method. Finally click on ‘Place Order Now” to complete your preferred payment details. Please review your orders again and total amount before completing the payment. You will receive a confirmation email shortly after you have placed your order.
You can also place an order as a guest but discount code may not be applicable without logging in. Moreover, registered clients are open to exclusive deals, launches, promotions and even gifts from Viimart.
Should you have issues placing an order, please feel free to contact our friendly Customer Service Officer at 6425 5522. We will be most delighted to assist you.
How can I be notified of the latest discounts and promotions?
The best and fastest way to receive the latest updates from us is to subscribe to our newsletter! A 10% STOREWIDE discount Welcome Gift is yours when you sign up as our member. Simply scroll to the bottom of any page and fill in your email address with the available email field on the right. The voucher will be sent straight to your preferred email address! You can also stay tuned to our promotions via Social Media updates on our Facebook page and Push Notifications sent to your mobile phone - get down to shopping while you're on the go!
*Terms and conditions apply, as indicated on the voucher newsletter.
Can I still change my address or cancel my order, after the order is confirmed?
If you have discovered an error in your order or changed your mind shortly after placing it, please contact our Customer Experience Team at 6425 5522 (Monday to Friday, 9am - 5pm) and we will try to modify your order accordingly. If more than two hours have passed, chances are your order is ready to be shipped! In either case, please give us a call for further assistance as soon as possible.
What is your shipping policy?
At VIIMART, we aim to deliver your order within 2 working days from the day you receive our invoice. There is a flat fee of $3.90 for shipping. The good news is: shipping fee is waived for orders above $40. Happy shopping!
What is your return policy?
We want our members to be entirely happy with their purchases. If you are not 100% satisfied with your purchases, you can return your items to us for a full refund or exchange for any other items of your preference. Returns must be done within 7 days of receipt together with the Returns slip, un-used with tags on and in original packaging. For more information regarding the Return policy, please view the category. Your returned items, together with the return slip, are usually received and accepted at our warehouse 2 working days after your return notice. A refund will be arranged immediately after we receive your items, according to the preferred refund method indicated on your return slip. Please note that both shipping fee and gift-wrapping fee are non-refundable.
The refund duration might take up to 14 working days, depending on the mode of refund you have indicated on the Returns slip.
I have received an incorrect/missing/defective item in my order. What should I do now?
We sincerely apologise for this!!! We are eager to make it up to you! Please drop us us an email at email@example.com with the following details :
- Your order number.
- The cause of issue e.g. incorrect/missing/defective item.
- The serial number found on the product tag, or product packaging.
- Pictures, if applicable.
- Our Customer Service Officer will contact you between 9am - 5pm, Monday - Friday (excluding Public Holidays).
- SHIPPING & DELIVERY
How can I track my order?
To track your order, simply call our Customer Service at 6425 5522. No hassle!
What is the delivery lead time for my order?
We aim to deliver within 2 working days from the day you receive your invoice. Our friendly order fulfillment colleagues strive to make deliveries between 9am - 6pm on Mondays - Fridays.
Do you offer free shipping?
At VIIMART, we aim to keep shipping pocket friendly and fuss-free. Should your orders be above S$40.00, the shipping fee is waived while a flat delivery fee of S$3.90 will be charged for orders below S$40.00. Free shipping may be enjoyed in conjunction with a voucher code, automatic discount or Wallet credit. For voucher codes and automatic discounts, the qualifying amount is the total amount of the products purchased after the voucher code or discount is applied. For credit vouchers, the qualifying amount is the total amount of products purchased before the credit voucher is applied.
Vouchers and automatic discounts do not apply to shipping fees, unless otherwise stated. Shipping fees will not be refunded for returns and cancellations. We reserve the right to change or discontinue free shipping at any time.
What if I am not at home when my package arrives?
We regret to have missed you! In such an event, the courier will leave a slip for you to either contact him directly to rearrange for another delivery or you may call 6425 5522 for a reschedule. We are happy to inform you that the one-time rescheduling is complimentary.
My order is not here yet. What should I do?
Please do not hesitate to dial 6425 5522 with your Order Number and shipping address for speedy assistance!
Are there any areas that VIIMART cannot reach?
We aim to deliver island wide but due to restrictions and limitations placed by certain institutions and organisations, we are sorry to share that we are not able to make deliveries to the following areas:
- Jurong Island
- Tuas Link
- Changi Cargo
- Army Camps
- Seletar Aerospace
- Off-shore Islands such as Pulau Ubin
- Singapore Prison Quarters
- Airbase sites
- SATS Inflight Catering Centre 1
- ST Kinetics
Delivery will reach your preferred shipping address on Monday - Friday from 9am - 6pm.
What if I need my purchase very urgently?
Your urgency is our priority. On Monday to Friday, select V-Express Service and confirm your order by 12.30pm to get your purchase on the same day. For V-Express Service delivery to office addresses, please confirm your order by 10am on Monday - Friday so we can ensure that it is delivered to your office during working hours.
What if I miss the V-Express Service delivery attempt by the courier?
Our courier will leave a SMS and a drop-card with contact details available. You can call to rearrange for another delivery attempt within 24 hours. If the order is not delivered in 2 working days, it will return to our warehouse. Please contact our Customer Service at 6425 5522 or email us at firstname.lastname@example.org
How much do I have to pay to enjoy V-Express Service?
The charge is S$8.90 per order and there is no extra shipping fee charge on your order even if it is below $40.
If I were to refund my order, would I get the V-Express Service fee refunded as well?
We are sorry to share that presently, V-Express Service fee paid will not be refunded.
If I paid for V-Express Service for my original order and request for an exchange, would my exchange order be delivered via V-Express Service as well?
V-Express Service is applied as per order basis. All exchange orders are considered new orders so the shipping charge will have to be applied onto your exchange order to be delivered via this service.
- PAYMENT MODE
What are your payment modes?
In order to make it as hassle-free as possible, we offer bank transfer, Paypal and VISA / MASTERCARD payment. Moreover, we have tied up with OCBC on interest free installment payment plan* for purchases above $500.00 so as to allow our customers ultimate convenience for shopping with us.
Our credit card payment is uncompromisingly secured. We have a 256-bit SSL encrypted payment which gives our client a peace of mind.
* Terms and conditions apply
- LOYALTY PROGRAM
Is there any Loyalty Program with Viimart?
Of course, Viimart has a loyalty rewards program that allows you to earn points and redeem them for cash to offset your purchases. On top of the loyalty points, members also gain early access to new brand launches, receive exclusive promotions, welcome and birthday surprises and the latest beauty news.
How do I earn Viimart points?
Every dollar spent will earn 1 Viimart point and 100 Viimart points is equivalent to $1.00. Every review in our Beauty Diary and product review will earn you 50 points when the review is approved and published. Every referral will earn you 1000 points once your friend has made his/her first purchase. Its that easy. Furthermore, we are constantly coming up with promotions and joint activities with banks and other merchants which multiply the points earned during your purchases. You can simply use your points for your purchases... which mean further savings.
How do I redeem my Viimart points?
Your Viimart points are as good as cash in Viimart. At the cart page, simply select the scale for the number of points that you want to use to offset this purchase and the balance amount to be paid will be automatically calculated and reflected on this page. You can keep the balance points for your future purchases and to top it off, you will still earn points for your current purchase.
- REFUNDS & EXCHANGES
What is your return policy?
We want our members to be entirely happy with their purchases. If you are not 100% satisfied with your purchases, you can return your items to us for a full refund. Returns must be done within 7 days of receipt together with the returns/exchange slip, un-used with tags on and in original packaging.
- Are items within 7 days of receipt?
- Are the tags still intact on the items?
- Are the items in the same condition as when they were received?
- Are the items still in their original brand packaging?
- If your initial mode of payment was via internet banking, please have your preferred bank details ready on hand!
What is your refund policy?
Your returned items, together with the return slip, are usually received and accepted at our warehouse 2 working days after your return notice. A refund will be arranged immediately after we receive your items, according to the preferred refund method indicated on your return/exchange slip. Please note that both shipping fee and gift-wrapping fee are non-refundable. The refund duration might take up to 14 working days, depending on the mode of refund you have indicated on the Returns slip.
Do I have to pay for shipping when I return my purchase?
We believe that in order to have the best possible online shopping experience, our customers should not have to pay for return shipping. However, we will debit a delivery/collection cost of S$10.00 but this will be credited into your Wallet Credit for the next purchase.
We do our best to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
I've lost the orginal Viimart packaging, can I still refund or exxchange the order or item?
Don’t worry at all!!! This should not compromise your rights. Please wrap it, so that the original brand packaging of the returned items do not get damaged.
How long does it take for me to receive a refund?
Your returned items, together with your return/exchange slip, are usually received and accepted at our warehouse 2 working days after collection. A refund would be issued immediately after we receive your items, according to the preferred refund method indicated on your return slip.
- Wallet Credit: up to 2 working days
- Bank Transfer: up to 3 working days
- Credit Card: up to 14 working days, subjected to processing duration of the bank
How will I be refunded?
If you paid using Credit Card or Debit Card, the refund will be made to your Credit Card or Debit Card. You also have the option of selecting My Wallet Credit to be used for your next shopping with us!
If you paid via Internet Banking, you will have the option to receive your refund via bank transfer or Wallet Credit.
If you made payment with a combination of Wallet Credit and other payment modes, the refund value will be apportioned according to the amount paid via Wallet feature and the order payment mode.
For bank transfer refund option, please provide the following details on the return slip:
- Full name (As in bank a/c) :
- Name of Bank :
- Account no.:
Please ensure that all your refund options and details are indicated clearly and correctly on the return/exchange slip. For incorrect and/or incomplete entries, refunds will be made through Wallet Credit completely. You will receive a notification email once the Wallet Credit refund is complete. No worries, Wallet Credit is as good as cash and is applied automatically at check-out for your next purchase. However, if you would like to receive your refund via the original payment mode, please contact our Customer Service at email@example.com or 6425 5522.
I've changed my mind and would like to cancel my order. Will I be refunded?
We understand that hasty decisions are made at times when it comes to shopping. Should you like to cancel your pre-paid order before it is ready to be shipped (usually 2 hours after your order), you will be refunded fully via your payment mode of either Credit Card, Debit Card or My Wallet Credit.
How can I exchange my items?
You can exchange your items hassle free by calling our friendly Customer Service Officer at 6425 5522 or emailing us at firstname.lastname@example.org. Simply choose a new item and top-up the balance should you choose a higher priced item or we will credit the excess amount from your new item into your Wallet Credit should the new item be of lesser value.
Can I return some items and opt for exchange for other items from the same order?
Of course you can! Our clients enjoy the flexibility of returning some items and exchanging the rest from the same order. To do so, simply indicate your option of either Refund or Exchange per item clearly and correctly on the Return/Exchange slip. The rest is simple – pack all items neatly and securely, with the Return/Exchange slip, into the parcel to be returned. We will handle the rest.
Are all items exchangeable?
You are given the full flexibility of exchanging every purchased item, as we want total satisfaction when you shop with us.
Will I be charged for exchanges?
WHY SHOULD YOU BE??? Exchange is a privilege in VIIMART.
How long does it take for me to receive my new exchange order?
All exchange orders will be packed and shipped out as fast as a new order. The best part is… with free delivery!
Can I exchange or return an exchange item?
Yes, you can! The exchange order is considered a new order on its own. You will be able to exchange an exchanged item. Simply do exactly the same as the initial exchange/return and we will take care of the rest.
The delivery cost of S$3.90 will be charged for the 2nd return or exchange onwards. Should you like to return your exchange orders, please note that the refund for these orders will be made entirely via Wallet Credit. An email will be sent to you once your refund is completely processed.
- GIFT CARD
How does your Gift Card work and what is the validity?
Cannot make up your mind on the right gift for your love ones, why not get a Viimart Gift Card. With our comprehensive product categories, presenting our Viimart Gift Card will definitely excite her as she will undoubtly find the gift of her choice in Viimart. There are various amount of card value that you can choose and the best thing is, the validity is 12 months which gives her ample time for usage. Furthermore, any unused portion will remain within the card for her next purchases.
- VOUCHERS & DISCOUNTS
I just received a coupon code from VIIMART. How do I use the coupon code?
Congratulation! Using the coupon code to enjoy savings is as easy as 1-2-3! Simply go to the cart page when you have selected the item which you would like to purchase. Under the coupon field, enter the coupon code you have received. Click on "Use Coupon" to enjoy the discount
Can the coupon code be used on all products?
Definitely! Coupon code is as good as cash when you use it on VIIMART.
My coupon code is not working properly and the discount is not effected at the checkout page. What can I do?
If you have just tried to utilise your coupon code and it didn't seem to work, please feel free to email us at email@example.com or contact our Customer Service at 6425 5522 for assistance.
What is Wallet Credit? How can I get Wallet Credit?
Wallet Credit is credit issued in the following scenarios:
- As a mode of refund when you return an item
- In the form of e-gift cards when you purchase a VIIMART e-gift card for yourself or loved ones.
- In the form of a cashback voucher for cashback types of marketing campaigns
- Wallet Credit is in absolute value, it is as good as CASH here!!!
I have received a discount coupon in absolute value. How is the discount value being applied to my shopping?
In the event you receive one of our marketing vouchers with an absolute value discount, the discount is typically apportioned among the items in your cart, according to their respective value. Here is an example for your consideration:
Jamie has a $20 discount voucher. She decides to purchase Item A which costs $20 and Item B which costs $80. The total value of her order before discount is $100. The value discount will be apportioned in this manner:
Item A: (20/100)*$20 = $4 off $20, which is $16
Item B: (80/100)*$20 = $16 off $80, which is $64
The final amount Jamie needs to pay would be $80, after the $20 discount voucher is effected.
Please feel free to get in touch with our friendly CS team at firstname.lastname@example.org or at 6425 5522 who will assist promptly.
I've made a purchase with a discount voucher of an absolute amount. Would I be getting the discount back if I were to make a refund?
If you have made a purchase with a discount voucher and would like to return the item, we would be refunding the final price you paid for the shopping. However, if the voucher you have initially utilised is a Wallet Credit voucher, the refund will be made in Wallet Credit and the other payment mode you used for any outstanding amount.
- VIIMART REWARDS
How can I benefit if I invite a friend to Viimart?
Invite-A-Friend to VIIMART! Both will be rewarded!!! Simply sign into your account, click Referral and enter your friend's email. Your friend will be delighted as a 10% STOREWIDE discount will be hers/his. You are not left out as you will also receive a S$10.00 voucher once her or his first purchase is completed.
- DATA PRIVACY & SECURITY
Is the data I share when I make a purchase on VIIMART secure?
We value and understand the importance of your privacy. We work hard to ensure that your personal details are secure and are not released voluntarily, or without your permission, to a third party organisation. To learn more about how we keep your details safe, please see VIIMART Personal Data Protection Policy.
Do you keep my Credit Card details?
For a fuss-free check-out experience, the option for you to save your Credit Card details, such as your name and Credit Card number, is available. Your Credit Card’s verification code, however, is not saved for privacy and security purposes
Will my personal details and information be released or sold to third parties?
Your privacy and your trust are important to us. This is one of our top priorities. Your information and details will not be sold or passed to any third party. Read more about how we protect the details.
What are cookies? Do I need to enable cookies when I shop on VIIMART?
Cookies aren't just for eating. They are also the name of small amounts of data that is sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers to allow information to be passed from a website to your browser, and vice versa.
To shop on VIIMART, you would need to enable the cookies on your browser in order to add products to the shopping cart and to access your VIIMART account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'logout' link in the top right hand corner of the page.