FAQ

The number can be found in the order confirmation email sent after your order has been confirmed.

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

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

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.

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.

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.

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 “Subscribe Now” located on the specific product page. You will then receive an automated email as soon as the item is available.

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.

Credit Card (Mastercard/Visa/AMEX)

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

Gift-with-purchase, beauty samples and promotions are subjected 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.

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

Payments are usually processed immediately. If you see the Payment Failed notification, 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.

For Local Singapore Delivery:

Email us for overseas shipping rates

• A shipping fee will apply if your purchase amount falls below the minimum purchase of S$100 (for Singapore) 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 11 am will be processed the following day. All orders will be shipped within 3 to 5 working days upon confirmation.

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

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

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 replacements or refunds. The courier will charge an additional cost for any changes in address for undelivered parcels with wrong/invalid addresses.

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 fail more than twice.

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.

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

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 J&T Express Singapore with your tracking number.

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 and 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 on 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.

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

• Item must be in its original purchase condition, with its packaging 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.

Refunds are only applicable if the item is out of stock.

You may contact us at +65 6692 0662 from Monday to Friday (excluding Public Holidays) from 11am to 6pm. Alternatively, you may email us at support@phshairscience.com and our customer service team will be in touch with you within 3 working days.

Our home care trichology product ranges retail at all PHS HAIRSCIENCE® LABs, CAPSULEs and authorised retailers including Takashimaya. Online authorised retailers include PHS HAIRSCIENCE®, KrisShop, ishopChangi, Shopee, Lazada, Zalora, Qoo10, and eCapitaMall.