FAQ - PHS HAIRSCIENCE®
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ORDER

1. HOW CAN I MAKE A PURCHASE?
  • To add items in your cart, click on “Add to Cart” for the item you wish to purchase
  • To change the quantity of the item, change the number in the box under the "Quantity" column
  • To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page
  • If you have an applicable ‘promo code’, enter it and click on ‘Apply’. The total price after the discount will be updated
  • Review your order on Cart Page. Once you are ready to place the order, click on ‘Checkout’
  • Fill in all necessary details for your shipping details (NO PO BOX), Click on ‘Proceed to Purchase’ to choose your preferred payment method
  • Please review your orders and the total amount before completing the payment process

You will receive a confirmation email shortly after you have placed your order. Your order is not finalised until you receive a confirmation email

2. WHAT AND WHERE IS MY ORDER CONFIRMATION NUMBER?

The order confirmation number will be sent to you in the confirmation email.

3. HOW LONG DOES IT TAKE TO CONFIRM MY ORDER?

Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.

4. CAN I MODIFY MY ORDER AFTER PAYMENT?

We know how exciting it is to receive orders on time, therefore we are unable to amend any orders as we process orders immediately once payment is confirmed.

5. CAN I CANCEL MY ORDER?

Unfortunately, we are unable to cancel an order once it has been paid for. Kindly review your items before completing your orders. Only items listed in your Order Confirmation will be shipped unless the items are out of stock.

6. CAN I ORDER THROUGH PHONE?

Although we love talking to our customers, we don't take orders over the phone. Place your order online or pop by our outlets. If you need to speak to us regarding your order and or account enquiries, please call our Customer Service team at +65 6692 0662

7. I AM HAVING ISSUES USING THE COUPON/VOUCHER CODE?

Please check the terms and conditions of the discount code

If you are using a credit voucher issued by Customer Service please contact the Customer Service team at support@phshairscience.com. Only one discount code can be used per checkout.

8. WHAT DO I DO WHEN ITEMS IN MY CART ARE OUT OF STOCK?

We know how it feels when your favourite items are out of stock. In the event that your item is unavailable, please click the -Remove Me- tab located under the specific item. This will not affect the rest of the items in your cart. In order to know when the product is back in stock, we suggest clicking “Waitlist Me” located on the specific product page. You will then receive an automated email as soon as the item is available.

9. WHAT IF THE DELIVERED ITEM IS DEFECTIVE/FAULTY?

In case the item is defective, please contact us immediately at support@phshairscience.com with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected by our courier for investigation.

PAYMENT

1. WHAT MODES OF PAYMENT DOES THE PHS HAIRSCIENCE® E-STORE ACCEPT?
  • Credit Card (Mastercard/Visa)
  • Alipay
  • Unionpay

PHS HAIRSCIENCE® Gift Cards, Gift Vouchers or any promotional vouchers cannot be used to offset online purchases at the PHS HAIRSCIENCE® e-Store.

Gift-with-purchase, beauty samples and promotions are subject to availability and PHS HAIRSCIENCE® reserves the right to end any promotion and replace or substitute any gift/samples.
Any gift-with-purchase promotions will be included after checkout.

2. IS IT SAFE AND SECURE TO SHOP AT THE PHS HAIRSCIENCE® E-STORE?

Your personal information is kept secure and private during the entire checkout process. In fact, we work with Standard Chartered Payment solutions and do not share or sell your personal details with or to any third party.

3. WHAT SHOULD I DO IF I SEE A ‘PAYMENT FAILED’ MESSAGE ON MY ORDER? SHOULD I RE-CREATE A NEW ORDER?

Payments are usually processed immediately. If you see the Payment Failed, please re-create a new order. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at support@phshairscience.com.

DELIVERY

1. WHAT PRIVILEGES DO I ENJOY WHEN I SHOP AT THE PHS HAIRSCIENCE® E-STORE?

FREE LOCAL DELIVERY

We offer standard delivery within 3 to 5 days throughout Singapore, except for restricted areas. Local delivery within Singapore is free with a minimum purchase of S$100. 

FREE INTERNATIONAL DELIVERY (MALAYSIA ONLY)

We currently offer standard delivery within 3 to 5 working days to Malaysia. International delivery to Malaysia is free with a minimum purchase of S$150. 

2. WHAT ARE THE DELIVERY CHARGES?

For Local Singapore Delivery:

ORDER AMOUNT STANDARD 3 – 5 DAYS SHIPPING
(NO TIME SLOT)
Nett purchases below S$100 S$7.00
Nett purchases above S$100 FREE
Re-delivery attempt due to unsuccessful delivery S$7.00 per trip
Additional surcharge for Sentosa Island addresses S$10.00

For International Delivery:

ORDER AMOUNT STANDARD SHIPPING
Nett purchases below S$100 S$7.00 per kg
Nett purchases above S$150 FREE
Re-delivery attempt due to unsuccessful delivery S$7.00 per trip
  • A shipping fee will apply if your purchase amount falls below minimum purchase of S$100 (for Singapore) and S$150 (for Malaysia) after discounts are applied.
  • We do not deliver on Saturdays, Sundays and on Singapore Public Holidays.
  • Shipping may take longer during sale periods, holidays and extreme weather.
  • All orders submitted after 2 pm will be processed the following day. All orders will be shipped within 3 to 5 working days upon confirmation.
3. CAN I COLLECT MY ORDER DIRECTLY FROM AN OUTLET?

We do not offer self-collection at our outlets at the moment.

4. WHAT SHOULD I DO IF MY ORDER HAS NOT ARRIVED?

Please email us at support@phshairscience.com and we will get you in touch with our partner courier.

5. I ENTERED THE WRONG ADDRESS, WHAT SHOULD I DO?

The delivery address for an order must be a valid residential address. We do not ship to P.O. Boxes or Parcel Lockers. Please contact support@phshairscience.com within an hour after your confirmation of order. 

In the event that the wrong address is indicated on the order, and the package is packed and out for delivery, we will not be liable for any replacement or refund. The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid addresses.

6. WILL I BE CHARGED FOR A RE-DELIVERY?

If we attempt to deliver your order, but you are not present to receive it; it will re-delivered again on the next available date. Please note that there is a re-delivery fee of S$7 should the delivery attempt fails more than twice.

7. HOW DO I TRACK MY ORDER?

To track and check the status of your order, please click here and enter the tracking number sent to your email. Please contact the courier to check on the status of your package.

8. DO YOU PROCESS ORDERS ON PUBLIC HOLIDAYS?

Unfortunately, our warehouse is closed on Public Holidays. Your orders will be processed the next working day.

9. WHAT SHOULD I DO IF THERE’S A DELAY IN MY DELIVERY?

Our Standard Shipping deliveries are carried out between 9am and 10pm. If you would like to know when your package will be delivered, you may contact SimplyPost’s support team at +65 6850 0660 with your order number or enter your order number in the tracking link, https://app.simplypost.asia/track.html

10. WHAT SHOULD I DO IF THERE’S A DELAY IN MY DELIVERY? WHAT HAPPENS IF I’M NOT AVAILABLE TO RECEIVE MY PACKAGE UPON DELVERY?

If there is no one available to receive the package when your delivery arrives, one of these could happen. The courier will:

  1. Fail the delivery & An email will be sent to you with a rescheduling link so you can choose the next available date/time-slot for your delivery. If a date / time-slot is not chosen, our courier will reschedule a re-delivery for the next business day.
  2. Give you a call or message to check if you would like to have your package left at a secure location of your choice.

RETURNS

1. HOW DO I MAKE AN EXCHANGE, RETURN OR REFUND?

For defective and incorrect items, we have a 7-day exchange policy upon receipt of order, subject to the following terms and conditions:

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable.

For returns, please email us at support@phshairscience.com. with your order number and information on the affected item. Returned items must meet the requirements above.
Refund is only applicable if the item is out of stock

2. HOW CAN I CONTACT YOU?

You may contact us at +65 6692 0662 from Monday to Sunday, including Public Holidays from 11am to 6pm. Alternatively, email us atsupport@phshairscience.com and our PHS HAIRSCIENCE® e-Store team will be in touch within 3 working days.

3. WHERE CAN I PURCHASE PHS HAIRSCIENCE® HOME CARE TRICHOLOGY PRODUCTS?

Our home care trichology product ranges are retailed at all PHS HAIRSCIENCE® LABs, CAPSULEs and authorised retailers including Takashimaya, Robinsons and SASA. Online authorised retailers include PHS HAIRSCIENCE®, Robinsons. KrisShop, Shopee, Lazada and Zalora.

For a better shopping experience with personalised product recommendation, head over to our Takashimaya Beauty Counter - located on Level 3.

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BE PART OF THE TEAM

For Local Singapore Delivery:

ORDER AMOUNT STANDARD 3 – 5 DAYS SHIPPING
(NO TIME SLOT)
Nett purchases below S$100 S$7.00
Nett purchases above S$100 FREE
Re-delivery attempt due to unsuccessful delivery S$7.00 per trip
Additional surcharge for Sentosa Island addresses S$10.00

For International Delivery (Malaysia):

ORDER AMOUNT STANDARD SHIPPING
Nett purchases below S$100 S$7.00 per kg
Nett purchases above S$150 FREE
Re-delivery attempt due to unsuccessful delivery S$7.00 per trip

For International Delivery (Hong Kong):

WEIGHT STANDARD SHIPPING
0 - 1.0 KG S$13.00
1.0 - 1.5 KG S$16.00
1.5 - 2.0 KG S$20.00
2.0 - 2.5 KG S$23.00
2.5 - 3.0 KG S$27.00
3.0 - 3.5 KG S$30.00
3.5 - 4.0 KG S$33.00
4.0 - 4.5 KG S$37.00
4.5 - 5.0 KG S$40.00
  • A shipping fee will apply if your purchase amount falls below minimum purchase of S$100 (for Singapore) and S$150 (for Malaysia) after discounts are applied.
  • We do not deliver on Saturdays, Sundays and on Singapore Public Holidays.
  • Shipping may take longer during sale periods, holidays and extreme weather.
  • All orders submitted after 2 pm will be processed the following day. All orders will be shipped within 3 to 5 working days upon confirmation.