Frequently Asked Questions
1. How do I make a purchase?
Step 1: Select the item(s) you wish to purchase and click on the shopping cart icon or 'Add to Basket' button. To confirm your order, you must proceed with the payment process. You may also opt to continue shopping and checkout at a later time.
Step 2: At checkout, you may opt for a smoother checkout process by signing into your customer account. If you have previously entered your shipping and billing information into our system, we will still have this stored under your account and you can skip this step in the checkout process. If you do not have an account, you may wish to sign up for one here. Besides being able to checkout quickly and save items in your cart, you can also save information on multiple shipping locations and methods of payment.
If you do not wish to register for an account, you can still make your purchases via our Guest Checkout option.
Step 3: Upon completion of your shipping and billing details, you can review your order before proceeding with payment details.
Step 4: You will also receive a confirmation email from the Gardens Shop Online once your payment has been verified. Do keep this confirmation email should you require assistance with your order. If you do not receive a confirmation email within 24 hours of payment, do check your spam folder and add us to your 'safe' list. Otherwise, you can contact us. Upon completion of these 4 steps, your secured order form will reach us and we will proceed to process your order.
2. Are my personal particulars kept private?
3. Do you offer gift wrapping services?
The Gardens Shop Online specialises in helping you find a perfect gift for a loved one and we want to help you make this process as effortless as possible. Upon request, you can request for your item to be gift wrapped, adding the perfect finishing touches to your gift for a loved one.
Please note that gift wrapping in the Singapore Botanic Gardens branded wrapping paper will incur a fee of S$2.50. If you purchase a RISIS branded item from our store, you can request for the item to be gift wrapped in RISIS wrapping paper for free.
4. How do I know my size?
If you are buying a piece of jewellery or one of our t-shirts, you can refer to our Size Guide to ensure your purchase is a perfect fit. Our products all come with product measurements and attributes that you can refer to before making your purchase.
1. What is the currency used to process my purchase?
Your order will be processed in Singapore Dollars (SGD).
2. What are the payment methods I can use?
You can use Visa, MasterCard or American Express to make payments through PayPal on the Gardens Shop website. Debit cards displaying a MasterCard, Visa or American Express logo are accepted as well.
3. I have a discount code. How do I use it?
Simply key in your discount code during checkout and your total amount will be updated accordingly. Terms and Conditions apply.
4. Is it safe to order through the Gardens Shop website?
Yes, the Gardens Shop Online guarantees the security of our website. Our secure socket layer (SSL) software is the industry standard and among the best software for secure commercial transactions. It encrypts all of your personal information. When you send us your payment details, these are encrypted during transmission and sent directly to our merchant bank.
SHIPPING & DELIVERY
1. How long do I have to wait to receive my purchase?
For local deliveries, we aim to get your order to you within 5 working days from the date of purchase.
For overseas deliveries, we aim to get your order to you between 7 working days from the date of your purchase, depending on your location.
The delivery time depends on the availability of the items at the warehouse, our courier partner’s dispatching schedules and routing, as well as traffic and weather conditions.
Deliveries will be made only on working days. We apologise that no deliveries are made on Saturdays, Sundays and Public Holidays.
If you do not receive your order within 14 working days from the date of confirmation, please contact us
Do note that there are certain areas (both local and overseas) that the Gardens Shop Online does not deliver to. To find out more, please visit our Shipping Terms.
2. Does the Gardens Shop Online ship internationally?
The Gardens Shop Online ships internationally. Refer to our Shipping Terms for more information.
3. How can I check the status of my order?
You can view your order history on your account dashboard. If you are facing any problems with your order and require assistance, please contact us
4. How much would delivering my purchase cost?
Local deliveries will incur a flat fee of $15.00 per delivery. To find out the exact cost of shipping your item to an overseas location, select all the items you wish you purchase, place them in your cart, and use our delivery cost estimator which is available at the Checkout Page. Costs may vary depending on the destination of your package and weight of the item.
5. Can the Gardens Shop Online deliver a gift to someone in a different country?
Yes, we can deliver your purchase as a gift for someone at a different shipping address. Simply fill out your billing and shipping information accordingly.
Please be mindful of the duties and taxes of the country you are shipping to, and make sure that you or your recipient are aware of the relevant charges.
6. Do I have to pay for duties and taxes for my purchases and how do I pay them?
The prices of our products do not include international taxes, duties, or any other additional charges (VAT, etc.) that may be incurred at the destination country (outside of Singapore). The payment of duties and taxes will be borne by the customer and billed by our courier partners upon delivery of our parcels.
This arrangement is due to significant differences between each nation's tax and import laws, which are beyond our control. If you are unsure of the implications, do contact your country's Tax and Customs Department for more information.
7. What happens if I am not at home to receive the order when it is delivered?
As some of our products at the Gardens Shop are made of fine materials and are of high value, our courier service will be unable to drop off your package at your house should you not be at home. If for some reason you are not at home at the scheduled delivery time, you should contact us to arrange a new delivery time.
If you have appointed/assigned an alternative recipient for delivery purposes, then you accept that a signature by them acts as proof of delivery by the Gardens Shop Online.
8. I have not received my order. What should I do?
If your package is taking more time than you thought it would to arrive, it is possible that it is being held by the Tax & Customs Department of your country. Do ensure that you have provided all the necessary paperwork to ensure that you receive your purchase on time.
If you have any further questions or enquiries, do contact us and we will get back to you as soon as possible.
Please read our Shipping Terms for more information regarding local and overseas delivery services.
CANCELLATION, REPLACEMENT AND RETURN INFORMATION
1. I have confirmed my order, can I amend or change it?
Gardens Shop regrets that any cancellation after orders have been successfully processed will not be approved.
2. I have received a defective/faulty item. How do I proceed?
At the Gardens Shop Online, consistently providing quality products is one of our core values. If you discover a fault or defect in your item upon receiving it, please contact us immediately and send us your order number and details along with clearly documented pictures of the defect. We will respond as soon as possible.
Read more about our Return Policy here.
1. I have signed up for the newsletters but I have not been receiving them
Add firstname.lastname@example.org to your 'Safe List' to prevent any of our emails from landing in your spam folder.
2. How do I unsubscribe to the newsletter?
A. Each email newsletter contains a link that allows subscribers to easily unsubscribe. If you have registered an account with us, you can also visit your account dashboard to unsubscribe as well.
3. I can't sign into my account
A. Click on “Forgot your Password?” and you will receive instructions on how to reset your password.