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 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!





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

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?

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!





EXCHANGES

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!





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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