FREQUENTLY ASKED QUESTIONS

Returns

Can I return my purchase?


Yes, you can! For online purchases: You can return your item(s) to us, as long as they reach us within 14 calendar days of the delivery date for local Singapore orders. We accept returns for items that are unworn, unwashed and unused, so long as their tags are unaltered and intact and the integrity of the packaging is unharmed. You will be issued a refund which may take up to 14 business days to process. Delivery fees, if any, will not be refunded. For in store purchases only: Purchases made in The Travel Store shops cannot be returned. However, you can easily exchange your item(s) at our stores 3 days from the day of purchase. Do note that Sale and discounted items (including items purchased using discount codes) are not eligible for returns/exchanges.




How do i return an item? (only applicable for online purchases)


Drop it off at one of our stores: It’s free! Drop your parcel off at the cashier at any of our stores within 14 calendar days of the delivery date for local Singapore orders.
You will receive your refund within 14 business days* after dropping off your parcel at our store. To view the our different store locations, click here. Singapore: 153 Kampong Ampat Junjjie Industrial Building #03-04 Singapore 368326 Mail it back to us: Pack the item(s) Send your parcel using a traceable** mode of delivery to: 153 Kampong Ampat Junjie Industrial Building #03-04 Singapore 368326 Your return will be processed within 14 working days from the day we receive your parcel. *Please ensure that your return order fulfills our Returns Policy before dropping it off at store, as the order will only be checked during processing after the parcel has been transferred to our office.
**We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.




How long does it take for my return parcel to be processed?


Returns will be processed within 14 business days (not inclusive of weekends and Singapore public holidays) from the date we receive your parcel.
We’ll drop you an email update once your return has been processed!




How will I receive my refunds?


Your refunds will be debited back to the credit cards that was used to purchase your items.




Do I need to pay to return my items?


Fees will not be charged for returns. All you have to do is cover the postage to send the item back to us and we’ll take care of everything else!





LOCAL DELIVERY

What are the delivery options and when can I receive my order?


Upon order confirmation, we’ll need up to 2 business days to process and pack your parcel. It’ll then be dispatched to our local courier partners ( J&T Express) for delivery. We currently offer three delivery options so that you can choose the one that best suits your needs! Normal Delivery: $6 surcharge. Within 3-5 business days upon dispatch. Free Delivery above $80 spent: Within 3-5 business days upon dispatch. Collect In Stores: Free! Within 5-7 business days upon order confirmation.




Can I track my order?


At the moment, you are not able to receive a tracking number directly from us. However, a text message from J&T express will indicate your tracking number, once shipment has been confirmed and ready for delivery. This will take about 1-2 working days after you have received an email notification stating that your order is being packed. From there, you will be able to track your order here. Do feel free to email us in regards to your order at sales@thetravelstore.com.sg




I have not receive my parcel. Who can I contact?


Do look out for email notifications that we will be sending via email in regards to your order. If you have trouble retrieving information about your delivery, email us at sales@thetravelstore.com.sg with your order number and we will be happy to assist you.




Are there restricted areas/zones in Singapore that you do not deliver to?


We generally do not deliver to army camps, hotels, and most of the islands in Singapore (only because we aren’t allowed to!). For more information, email us at sales@thetravelstore.com.sg




Can I pick up my orders in stores?


Yes, you may pick up your orders in any one of our stores in Singapore! Simply choose any convenient stores upon checkout and wait 3 working days for your order to be ready for collection! You will receive an email notification to let you know that your order is ready for your collection!





PAYMENT

What are the available modes of payment?


For online purchases: We offer the following modes of payment – Visa, American Express and Mastercard.
For in store purchases: We accept cash in local currency (SGD) and most major credit cards.




What if I am unable to complete payment for my online order?


Orders with “Pending Credit Card Payment” statuses will be automatically cancelled after an hour. Any promo codes applied in the order will be automatically reinstated as well!





ORDER ISSUES

What are the delivery options and when can I receive my order?


Upon order confirmation, we’ll need up to 2 business days to process and pack your parcel. It’ll then be dispatched to our local courier partners ( J&T Express) for delivery. We currently offer three delivery options so that you can choose the one that best suits your needs! Normal Delivery: $6 surcharge. Within 3-5 business days upon dispatch. Free Delivery above $80 spent: Within 3-5 business days upon dispatch. Collect In Stores: Free! Within 5-7 business days upon order confirmation.




Can I track my order?


At the moment, you are not able to receive a tracking number directly from us. However, a text message from J&T express will indicate your tracking number, once shipment has been confirmed and ready for delivery. This will take about 1-2 working days after you have received an email notification stating that your order is being packed. From there, you will be able to track your order here. Do feel free to email us in regards to your order at sales@thetravelstore.com.sg




I have not receive my parcel. Who can I contact?


Do look out for email notifications that we will be sending via email in regards to your order. If you have trouble retrieving information about your delivery, email us at sales@thetravelstore.com.sg with your order number and we will be happy to assist you.




Are there restricted areas/zones in Singapore that you do not deliver to?


We generally do not deliver to army camps, hotels, and most of the islands in Singapore (only because we aren’t allowed to!). For more information, email us at sales@thetravelstore.com.sg




Can I pick up my orders in stores?


Yes, you may pick up your orders in any one of our stores in Singapore! Simply choose any convenient stores upon checkout and wait 3 working days for your order to be ready for collection! You will receive an email notification to let you know that your order is ready for your collection!





HOW DO I SHOP?

How do I shop?


You can make a purchase via our website or visit our stores ( find our different store locations here). Prices listed on www.thetravelstore.com.sg are in Singapore Dollars (SGD) When making a purchase on www.thetravelstore.com.sg Choose the categories (New,Shop) or brands (Lojel, Eminent, Hush Puppies and more) that you’re interested in and start browsing. When you find an item you desire, choose your quantity and add to cart. Make sure it is the correct size and item that you’ve chosen is in the shopping cart. You can continue shopping or complete your order by viewing your shopping cart. If you’d like to process your order, you can log into your account or sign up for a new account if it’s your first time purchasing. Check that your delivery address is correct. Choose your preferred delivery method. Select a payment method. Confirm your order and you’re done! You’ll receive an email confirmation immediately when payment is successful.




What if the item I want is out of stock?


We are constantly updating the website with more varieties of travel items.
Select the “Notify me when available” button and include in your email, and we will automatically notify you when the item is available. Alternatively, you can email us @ sales@thetravelstore.com.sg to enquire about the item and our sales team will gladly assist you.





EXCHANGES

How do I shop?


You can make a purchase via our website or visit our stores ( find our different store locations here). Prices listed on www.thetravelstore.com.sg are in Singapore Dollars (SGD) When making a purchase on www.thetravelstore.com.sg Choose the categories (New,Shop) or brands (Lojel, Eminent, Hush Puppies and more) that you’re interested in and start browsing. When you find an item you desire, choose your quantity and add to cart. Make sure it is the correct size and item that you’ve chosen is in the shopping cart. You can continue shopping or complete your order by viewing your shopping cart. If you’d like to process your order, you can log into your account or sign up for a new account if it’s your first time purchasing. Check that your delivery address is correct. Choose your preferred delivery method. Select a payment method. Confirm your order and you’re done! You’ll receive an email confirmation immediately when payment is successful.




What if the item I want is out of stock?


We are constantly updating the website with more varieties of travel items.
Select the “Notify me when available” button and include in your email, and we will automatically notify you when the item is available. Alternatively, you can email us @ sales@thetravelstore.com.sg to enquire about the item and our sales team will gladly assist you.





STILL CAN’T FIND WHAT YOU’RE LOOKING FOR?

You can always reach us at sales@thetravelstore.com.sg and we’ll do our best to get back to you as soon as possible. Do ensure to include all relevant details like order information, photos or anything else that will allow us help you better. Our Sales Team works on all weekdays (9am – 6pm SGT), excluding Singapore public holidays.

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www.thetravelstore.com.sg