FREQUENTLY ASKED QUESTIONS

Returns

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.





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

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.





ORDER ISSUES

Can I amend or cancel my order after confirmation?


We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation. For more information on how to return your order, refer to the ‘Returns’ section for more details.




I received a defective item. What should i do?


We’re extremely sorry for sending you a defective item! For online purchases: Please email us at sales@thetravelstore.com.sg within 14 calendar days of receiving your order with the following information: Your order number The name/ product code of the defected item Photograph of the defect The Travel Store Sales team will be in touch on the next steps to take and advise on the availability of replacement. Alternatively, you can head to any of our stores and make 1 to 1 exchange there, subject to stock availability.




I received a wrong item. What should I do?


We’re so sorry for mixing up your order! Please email us at sales@thetravelstore.com.sg within 14 calendar days of receiving your order with the following information: Your order number The name/ product code of item you have ordered The name/ product code of item you have received A photograph of the picking list The Travel Store Sales Team will be in touch on the next steps to take and advise on the availability of replacement.




An item is missing from my parcel. What should I do?


Fret not! Do a quick check through your email inbox to see if our team has already reached out to you separately. If you have not received any notice from us, please email us at sales@thetravelstore.com.sg with the following information: Your order number The name/ product code of the missing item A photograph of the picking list The Travel Store Sales Team will run a check for you!





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

Can I amend or cancel my order after confirmation?


We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation. For more information on how to return your order, refer to the ‘Returns’ section for more details.




I received a defective item. What should i do?


We’re extremely sorry for sending you a defective item! For online purchases: Please email us at sales@thetravelstore.com.sg within 14 calendar days of receiving your order with the following information: Your order number The name/ product code of the defected item Photograph of the defect The Travel Store Sales team will be in touch on the next steps to take and advise on the availability of replacement. Alternatively, you can head to any of our stores and make 1 to 1 exchange there, subject to stock availability.




I received a wrong item. What should I do?


We’re so sorry for mixing up your order! Please email us at sales@thetravelstore.com.sg within 14 calendar days of receiving your order with the following information: Your order number The name/ product code of item you have ordered The name/ product code of item you have received A photograph of the picking list The Travel Store Sales Team will be in touch on the next steps to take and advise on the availability of replacement.




An item is missing from my parcel. What should I do?


Fret not! Do a quick check through your email inbox to see if our team has already reached out to you separately. If you have not received any notice from us, please email us at sales@thetravelstore.com.sg with the following information: Your order number The name/ product code of the missing item A photograph of the picking list The Travel Store Sales Team will run a check for 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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