Payments

 

What Payment Modes Do You Accept?

Payment by Paypal or Interbank Transfer is accepted. Please do not use ATM transfer as we will not be able to track your payment.

All Interbank Transfer should be made within 24 hours of order placement

Once payment is tracked and confirmed, you will receive a call from one of our team members who will organise and schedule a delivery for your items.

Instructions for Interbank Transfers

Our bank account details are as follow:

DBS Current Account 0039443625


Once you have made the transfer, kindly send us an email to brendan@theloyalone.sg with the following details:

1. Order Number

2. Your Name

3. Date & Time of transfer

4. Amount transferred

 

Cancellations

 

Can I Cancel My Order?

Order cancellation will only be accepted within 1st 24 hours of order placement and confirmation.(Confirmation refers to the time when an order is captured in our system)

If, within the stipulated time frame, please send an email to brendan@theloyalone.sg with the following details.

1. Order Number

2. Name

3. Contact Number

4. The Loyal One Username

5. Reason For Cancellation

One of our team members will respond to your request within 2 business days.

What If I Would Like To Cancel My Order After The 1st 24 Hours Time Frame?

You may choose to cancel your order after the 1st 24 hours time frame.

However a 30% handling fee will be imposed on your total order amount. (Total Order Amount refers to the total amount paid for the relevant order number to be cancelled.)

 

Returns and Refunds

 

Can I Return The Item If I Do Not Like It?

Unfortunately, all products sold are non-refundable. Please ensure that you check that all items are received correctly and in a reasonable and acceptable condition. Upon accepting the order and its relevant items, the liability falls solely on the customer as the order is deemed to be fulfilled in whole. The Loyal One will not entertain refunds or exchanges once the order has been deemed to be fulfilled in whole.

Can I Exchange An Item If It Is Found To Be Defective Or Damaged?

Yes.

Please ensure that you check all items when they are delivered to you. All requests for exchange must be made via email to brendan@theloyalone.sg with the following details:

1. Order Number

2. Name

3. Contact Number

4. The Loyal One Username

5. Description Of Defective Item

6. Provide Photos Of Defective Item

All requests for exchange must be made within 48 hours after the items have been received by you (the customer). Upon receiving your email request, one of our team members will be contacting you via email or your mobile to understand the situation and facilitate an exchange. Please ensure that your contact details are updated and accurate.

Once the exchange requests have been approved by our team. The items need to be in their original packaging and condition as it was received. A copy of the original payment invoice is required for proof of purchase.

 

Shipping

 

My Order Has Been Placed. How Soon Will I Receive My Items?

After confirmation of your order, our team will run a stock check within our warehouse for stock availability and/or order your items directly from our respective suppliers. Items that are available at our local suppliers will arrive at our warehouse within 1 to 2 working days. You will be contacted by one of our staff via SMS, Whatsapp, phone or email to inform you of the availability. At the same time, a delivery slot will be scheduled.

For all local deliveries, we strive to deliver the items to you within 2 to 4 days after all items have arrived in our warehouse. (Orders placed on Fridays after 6pm will only be processed the following Monday.) Most deliveries are scheduled between 7pm to 11pm on weekdays, subject to slot availability.

I Have An Urgent Order, Can You Help Me?

Please note that urgent orders will be fulfilled on a case by case basis. Before placing your order on our website, please call or sms us at 98243252 for assistance and we will do our best to assist you in your order.

What If One Of The Item On My Order Is Out Of Stock?

You will be contacted by one of our team members who will work with you to find a suitable replacement, place the item on hold until the stock arrives or provide a refund on the item/s that are unavailable.

How Do I Enjoy Free Doorstep Delivery?

Simply spend $80 and above for each order within Singapore to be entitled to free doorstep delivery.

Can I Separate My Deliveries?

Separate deliveries are possible, provided that each delivery trip amounts to a total cart value of $80 or more.

For deliveries that do not meet this requirement, a $10 delivery fee will be applicable to your order. Alternatively, you may choose to have the items placed on hold and combined with your next order.

I Have Confirmed The Delivery Appointment But Your Delivery Personnel Is Late.

Due to traffic conditions and delivery schedules for the day, our delivery personnel may alter the routes according to circumstances. If a delay is expected, you will be notified by a member of our team.

I Forgot The Delivery Date And No One Is Home.

You can request for a family member, friend or neighbour to assist with the collection on your behalf.

In the event that our delivery personnel is unable to hand over the delivery, he/she will do their best to contact you. Therefore, it will be best practice to ensure that your name, delivery address and contact details are updated and accurate.

Can I Request A Redelivery Or Change Of Delivery Date?

An unsuccessful delivery will incur a redelivery fee of $10.

A change of delivery date can be arranged without any charge as long as your items have not been sent for despatch. Please contact our team at 98243252 as soon as you can to ensure that no extra charges are incurred.

Special Delivery Areas (No Free Delivery Areas)

Please note that there are certain areas that The Loyal One will not be able to provide free deliveries.

    • Sentosa
    • Tuas & Jurong Island
    • Airports
    • Army Camps
    • Central Business District

Please contact our team at 98243252 for more assistance before placing your order. Alternatively, you can choose to place your order from our web store and we will be in touch with you to provide further advice.

How Will You Deliver My Items That Have Been Approved For Exchange?

All items that have been approved for exchange will be included in your subsequent order. You may choose to have the item delivered to you before your next order at a fee of $10. Alternatively, you may choose to meet up with one of our team members at our warehouse to carry out the exchange personally.