1. Where do you deliver to?
We deliver to the following countries:
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International delivery timings are subject to international courier schedules and customs clearance. Most orders take approximately 12 to 20 working days to arrive.
International Delivery Regulations
Delivery of goods is subject to custom duties, taxes and fees payable by the recipient at the prevailing tax rate of the destination country, and subject to custom regulations of the receiving country. Customer assumes full loss when the package is refused entry, confiscated, destroyed or returned. No refund of product or delivery charges whatsoever. Customer is advised to verify with relevant authorities regarding import regulations of the receiving country when in doubt.
Terms & Conditions for International Deliveries
a. Order invoices (with full pricing details) will accompany each delivery as required for customs declaration.
b. Deliveries are subject to custom regulations. Customer assumes all losses for packages that have been rejected entry, confiscated, abandoned, destroyed or returned. No refunds will be made.
c. Deliveries are subject to custom duties, taxes and fees payable by the recipient at the destination country.
d. Customer is advised to verify with relevant authorities regarding import regulations of the receiving country when in doubt.
e. Ensure that each recipient's address and contact details are correct and accurate before proceeding. The courier company will only make limited attempt(s) to deliver your package to the recipient according to the delivery details provided.
f. Shipping charges will apply for ALL products to India, irrespective of the "Free Shipping" label on the product.
2. What delivery services do you use?
Your order will be shipped via DHL or FedEx.
3. Can I change my delivery address after placing my order?
Once your order is placed, the delivery address cannot be changed .
4. How long will my order take to reach me?
Depending on the delivery service used, your order may take between 3 to 20 working days.
5. Can I request for a faster delivery?
Yes you can. Please email us at firstname.lastname@example.org to request for a faster delivery once your order has been placed.
6. What happens if I missed a delivery attempt?
You can contact the local office of the delivery service and request for a re-delivery.
7. How do I track my order?
Once your order status has been changed to "Shipped", a tracking number will be available in your account.
a. If your tracking number starts with "SGACK" (example: SGACKINT123456789), it is a DHL shipment. You can find details of your shipment on: https://dhlecommerce.asia/Portal/Track. Key in your tracking number to view the status of your shipment.
b. If your tracking number starts with “Fedex…” , your order was sent via FedEx Express (example: Fedex 123456789012). You can find details of your shipment on: https://www.fedex.com/apps/fedextrack/. Key in the tracking number to view the status of your shipment.
8. What if my tracking number is different from the above?
If your tracking number shows:SGACKINT123456789-1/2, it means that your order was split into 2 packages where the first package’s tracking number is SGACKINT123456789-1 and the second package’s tracking number is SGACKINT123456789-2.
The same goes for Fedex tracking numbers, if your tracking number shows:Fedex 12345678 9012/1234, it means that your order was split into two packages where the first package’s tracking number is 123456789012 and the second package’s tracking number is 123456781234.
9. I placed an order on a weekend, why does it take longer for the status to change to "Shipped"?
As our operating hours are as follows:
Monday to Friday
9.30am to 5pm (GMT+8)
Hence, if you have placed an order over the weekend, your order will only be prepared on the following working day.
10. What is your shipping policy?
At Eu Yan Sang, we aim to get your orders delivered to you as soon as possible, however delivery time estimate depends on the availability of the items as well as the delivery services’ schedules and routing.
If you have any question or need help with your account, you may Contact Us to assist you.
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