Question 1

How far in advance do I need to place my order?

Accepted Answer

Please place order at least 3 days in advance prior to your preferred pick-up or delivery. However, items are subject to stock availability.

Question 2

Are your prices inclusive of GST?

Accepted Answer

All prices shown are before discount and prevailing government goods & services tax. Final price will be reflected at point of checkout.

Question 3

How do I place an order?

Accepted Answer

Simple! A few clicks are all it takes!Step 1: Browse through our E-shop, choose the item you like to order.Step 2: Click Add To CARTStep 3: Select Local Delivery or Store Pick UpStep 4: Choose a slot - Date & TimeStep 5: Fill in Billing and/or Delivery detailsStep 6: Check through the order Step 7: Click Pay NowStep 8: You are Done! Look out for an email shortly with a confirmation of your order.

Question 4

What modes of payment are accepted?

Accepted Answer

We accept all major credit cards from Master Card, Visa Card, American Express, and UnionPay.

Question 5

Is my credit card information secure?

Accepted Answer

Your security is our priority. Your payment transaction will be conducted over a secure connection, keeping your personal information safe and confidential. Your information will not be used for anything other than processing your payment, or communicating with you for purposes of/in relation to your purchase.

Question 6

I didn't receive any email confirmation. Is my order confirmed?

Accepted Answer

Sometimes these auto-generated emails end up in the junk mail folder. Please check Junk folder for the confirmation email. The order confirmation is sent by Ya Ge E-Shop under yage@orchidhotel.com.sg and the subject line mentions "Order #YGxxxx confirmed", where xxxx is your actual order number. If you did not see the confirmation email at all, please reach out to us and mention your order number, or the order date and email address you used.

Question 7

Can I cancel my order and get a refund?

Accepted Answer

No cancellation is allowed once order submitted and payment is processed. Items ordered are non-refundable, cannot be redeemed for cash or exchanged for any other products or services.

Question 8

Do you provide delivery?

Accepted Answer

Delivery is available for orders below S$500nett at S$50nett per location. An additional surcharge of $10nett will apply for delivery to Sentosa. The delivery charge is waived for orders of S$500nett and above.

Question 9

Where do I self pick-up?

Accepted Answer

Location: Level 3, Orchid Hotel, 1 Tras Link S078867Operating Days: Monday to SundayCollection Hours: 11am - 1pm and 3pm - 8.00pm.Please produce your order email confirmation for verification purpose.

Question 10

Can I change my pick up or delivery date and/or time?

Accepted Answer

Please email us at yage@orchidhotel.com.sg with your order number (e.g. YGXXXX). We are unable to make changes if we receive your request less than 3 working days. You may also call us at WhatsApp: +65 8031 6831 and please quote your order number YGXXXX.

Question 11

What if I’m not around when the delivery is made?

Accepted Answer

Should no one answer the door at the time of delivery, our delivery partner will call or text you. If you are unable to receive the items yourself, please arrange for someone to receive it. Our delivery partner will not be able to wait for longer than 10 minutes.In the event that nobody is there to receive the items, our delivery partner will leave the items outside the premises, such as on a door handle or a cabinet. We are not responsible for the condition of the items after delivery.

Question 12

Can I exchange an item?

Accepted Answer

While we take the utmost care when packing your orders, please check all items upon pick up or delivery. If any item in the delivery is spoilt or damaged, please take a picture of the item and email yage@orchidhotel.com.sg with the confirmation number, date of purchase, and a copy of the confirmation email. We will contact you within 24 hours.

Question 13

Can I return an item if I’m not satisfied with it?

Accepted Answer

Items once picked-up or delivered are non-exchangeable and non-refundable.

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