Shop Freia 247 - Frequently Asked Questions
1. Why choose Freia247?
As authorized retailers of the brands we carry, you are assured of the authenticity and freshness of each product. New stocks arrive every week, which translates to you getting the freshest stock at all times. Our ethos is built on principles of passion and a genuine desire to help clients create your own personal regime. Our mantra is to help every client wear skin like it's the best foundation. Connect with us via messenger or WhatsApp us on +65 8223-0609 or +65 9109-1574 to get your personalized consultation.
2. What does it mean if I purchase an item that is "BACKORDERED"?
We typically do not state that a product is "available for a backorder purchase" unless we are certain of its arrival date. This ranges within 2-3 weeks. For items stated "OUT OF STOCK", it generally indicates that we are waiting to hear back from the manufacturers of its estimated arrival to our stores.
As with Skinceuticals, Biologique Recherche and Valmont, please note that there will be instances when an item is OUT OF STOCK for a period longer than 2-3 weeks - this is often due to production delays that impact worldwide distribution, not limited to Singapore.
3. Can I order online but choose to collect in any of your branches?
Yes, you can. Upon check out, simply choose "Collect in Store - Wisma Atria" or "Collect in Store - Raffles City". This is a free option regardless of your purchase amount. Your order will be prepared for collection within the same working day. Note that Wisma is closed on Sunday and public holidays but Raffles City remains open.
UPDATE: Due to the current Circuit Breaker situation, our physical stores are closed but deliveries will still be ongoing and contactless via our couriers.
4. When will I receive my order?
For LOCAL orders, upon receipt of your order, all items (except back-ordered ones) are packed, despatched and received usually within 2-3 working days after being shipped out. Please note that shipping have been extended to 3-5 working days during COVID-19 / peak / seasonal periods (Black Friday, Cyber Monday, 11.11, 12.11, Christmas, New Year, Chinese New Year etc).
Working days are from Mondays to Fridays. If any of the items are backordered, you will receive a message / email from us, asking if you would like the remaining items shipped out first.
For all express local shipment, please note the cut-off time for placing an order is to be done by 12pm, any order placed after that timing will only be packed the next day as well as for our despatch to pick it up and have it be delivered to you within 24 hours from the time of pick-up from our shop. If an order is placed after Saturday mid-day or Sunday, please expect that ALL packages (standard or express) will be prepared on Monday morning. Express delivery is done 24 hours from Monday's pick-up time as well. Please note that our despatch unit is closed on weekends and public holidays so we will pack and ship your items on the next 1-2 business days.
For International shipments, lead time for standard shipping can be up to 21 to 30 working days due to the current COVID-19 global situation and Circuit Breaker situation in Singapore. Express shipping under DHL is 5-7 working days.
Disclaimer: Please note that Freia Aesthetics will not be liable for ALL parcels once they have left our premises and we will also not be liable for any lost packages in transit via Standard International Shipping (Singpost) - we highly recommend DHL for ALL overseas shipments to avoid any of the above-mentioned scenarios. We seek your kind attention on this matter.
If you do not see your country option being listed on our website, please speak to us and we will get in touch with you at the soonest.
5. Are we GST registered?
Yes, we are and you will see our GST registration number on every invoice. This is unlike other retailers which state that GST is absorbed when they are in fact, not GST registered. We make this distinction clear. For certain brands like Skinceuticals, Biologique Recherche, Calecim, Crystal Tomato, Collagen Lift Paris, CG210, we absorb the GST component. This gives our clients the best prices possible.
6. Who do we use as shippers?
All parcels delivered within Singapore are arranged via our private courier services. We routinely monitor performance of our courier partners to ensure reliability in pick up, delivery etc. Expect to receive a WhatsApp or email from us when the parcel has been picked up from our premises and en-route to you. If you have feedback on their service, please let us know.
For International orders, we use either SingPost (Standard) or DHL (Express). Full tracking door to door is available with DHL; for SingPost, we are able to track until the destination country only.
7. Will there be liaison regarding delivery timing?
Please indicate clearly in the delivery instructions any specific delivery instructions (especially timing to avoid etc). Otherwise, the expectation is that there is someone to receive your parcel. Note that shipping fee is limited to one attempt - each subsequent attempt to deliver is chargeable at the prevailing rate ($5 for all standard shipping).
If there are specific road closures to your address, please also let us know to avoid delivery delays. Most times, our courier partners endeavour to adhere to your request. Please ensure all personal contact details are correct as we have had instances when we could not contact the client due to an incorrect number. Once the shipment leaves our warehouse, we will not be liable for lost or stolen orders. For international orders, we may contact you to opt for insurance, especially if the order exceeds S$500.
8. Where do you deliver to?
We ship everywhere within Singapore and overseas. If you do not see international shipping (applicable for selected brands only) for your country, please contact us via Messenger or +65 8223-0609 or +65 9109-1574.
9. What is Freia 247's return / exchange policy?
We sincerely hope that you will enjoy your order / items as much as we have packaged them. If, for whatever reason you are not completely satisfied, we are happy to offer a credit on goods returned to us within 5 days of purchase provided they are in their original packaging, unopened and unused condition. Refunds are strictly not allowed.
Return shipping charges should be borne by you or you can visit our store for an exchange. Kindly email us at firstname.lastname@example.org or call us. Refunds are not allowed.
For any reason you would like to cancel your order, we can do a direct refund to you within the same day provided the item has not been shipped out or left our premises. Kindly note there is a nominal admin fee charged for the cancellation and the nett balance will be refunded to you. Otherwise we are happy to offer a credit in full, to your account.
10. Can I get guidance on the use of products?
You absolutely must. The Freia team is always ready to share information and guidance on how to best use our products. Most clients approach us via WhatsApp or Messenger on practical tips first before placing an order on how to incorporate the new products into their routine. This ensures our clients get the best experience using our products. We also encourage and welcome reviews from clients on how our products have worked for them. Thank you in advance for your reviews!
11. Do you have a Rewards / Loyalty Program?
Absolutely! Please visit Freia Rewards Boutique, where you can earn Freia Glow Miles by taking certain actions on our site and which can be used to redeem rewards. This is the fastest way to redeem FULL sized best sellers (note: not the most unpopular ones!) and FULL services. You can find more information on our Loyalty Program here.
12. What are the payment methods available?
Payment is easily done online via our secure payment gateway partners - PayPal Express (where you can store your credit card details), Stripe (all major credit cards and Alipay), Apple Pay etc. Alipay and PayNow are also available at both our stores. For countries where a certain payment gateway is not allowed, you can contact us at +65 9109-1574 for alternative payment options (eg. bank transfers).