FAQs
Payment
The payment page crashed when I am placing an order.
Please check your Order History under your Account to check if the order is placed with a status of “Processing”. If you are unable to find your order, please contact us through Contact Us Page for assistance. Our Customer Service operates from Mon to Fri, 9am to 5pm.
How can I state different billing and delivery addresses?
You are able choose Shipping Address from your Address book and entered the billing Address at Check out Page.
Delivery
What are your delivery charges?
- For purchases with $100 or above nett, delivery will be free.
- For purchases from $50 to $99.99 nett, there will be a $5 delivery fee.
- For purchases below $50 nett, there will be a delivery fee of $10.
note that the above is after all discounts/points/vouchers/promos added, excluding delivery fees.
Why am I charged Delivery Charge when my purchase is above $100?
To enjoy free delivery, please check that your nett basket value is $100 after applying all discounts/promotions (excluding shipment fee), at the Final Payment Summary page (the page after choosing delivery date and time).
I have not received my delivery despite my preferred delivery time slot has past.
Our apologies. As we are not able to predict the traffic conditions on any days, our drivers may be delayed by traffic conditions or deliveries obstacles from time to time. If you haven’t received your order by the end of delivery day, please contact us through Contact Us Page for assistance. Our Customer Service operates from Mon to Fri, 9am to 5pm.
Can I reschedule my delivery to another date/time?
An administrative charge of $10 may be applied for rescheduling and subjected to availability. Please contact Customer Service at least 2 working days before the original delivery date.
Can I change my delivery to a different address?
An administrative charge of $10 may be applied for changing to a different address. Please contact Customer Service at least 3 working days before your delivery date.
I did not received items/order that I ordered?
While we will do our best to ensure that your order is fulfilled, at times, we may face a surge in demand therefore we are unable to update our inventory in time. As such, there might be situation where the item you’ve ordered become out of stock items and we are extremely sorry for the inconvenience caused. We will refund the out of stock items and continue to work and improve our system to serve you better in the future.
Can I confirm that my order will be sent on the selected date and timeslot?
While we try our best you to deliver in your selected date and time slot, we seek your understanding that there might be slight delay due to unforeseen circumstances while our drivers face on the road. In case of severe delay (more than 1-day delay), please allow us to update you through email.
I have a delivery scheduled for today. Can I check the estimated time it will be delivered?
We would not be able to advice you on the estimated time as our driver might face unforeseen circumstances on the road.
Does the system auto-calculate the delivery charges as per the order amount?
Please refer to the Final Payment Summary page for the actual delivery charge before payment. This page will come after you have selected a delivery date and time.
Why I cannot select the date for delivery?
Delivery Dates will be set by Aladdin (S) Pte Ltd, Based on a First Come First Served Basis.
In light of current Covid-19 situation, can you do contactless delivery?
Your safety is our priority and we strive to combat against COVID-19 by following latest guidelines from Government, including wear mask and maintaining personal hygiene at all time. We encourage you to check the delivered products in the presence of our delivery man, as we wish to ensure that products are delivered to you at its fresh. In the case you would like to opt for contactless delivery, kindly let our drivers know when they call you prior to the delivery.
Orders
Can I add products to my order?
Once you have made payment to your order, you will not be able to amend your order. To add item, please start a new order.
Can I cancel or change a product I ordered?
Please contact us through Contact Us 3 working day before your delivery date. Our customer service agent will advice you on whether your request can be processed. Our Customer Service team operates from 9am to 5pm for Mon to Fri.
I would like to cancel my order.
Please contact us through Contact Us 3 working day before your delivery date. Our customer service agent will advice you on whether your request can be processed. Our Customer Service team operates from 9am to 5pm for Mon to Fri.
Exchange Policy
Can I exchange for the wrong product I bought?
We recommend you to check through your items upon delivery. Should there be any missing items, please contact us through Contact Us, citing your order number as well as the missing items. Mon to Fri, 9am to 5pm.
What is your exchange policy for Aladdin.com?
Exchange are strictly applicable for damaged or defective product that has been delivered to you. In addition, exchange will not be applicable for
- promotional product or the product was provided free of charge
- products not stored in accordance with the instruction as stated in the specifications, labels or packaging; or chilled and frozen products once are received with acknowledgement