Frequently Asked Questions

GENERAL ENQUIRIES 

+ How do I shop on DFS Platform? 

Browse through the various products or search via the Search bar at the top of any page within shop-singapore.dfs.com. Add the product to your cart, check out and make your payment through one of the payment options available on shop-singapore.dfs.com. 

+ Do I need to register for an account to shop on DFS Platform? 

You may shop as a guest however if you would like a record of your past purchase, we encourage you to register for an account. 

+ Who can buy on DFS Platform? 

All travellers and non-travellers alike can shop and make purchases on shop-singapore.dfs.com. Please refer to “Local Delivery” for more information. 

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ORDERING 

+ When can I receive my order? 

The courier company will contact you directly on the mobile number you had provided during the online purchase to arrange for deliver. Orders should take up to 7 working days to be delivered.  

+ How do I know if my order is placed successfully? 

An order confirmation and collection slip will be sent to the email address provided at the point of online order. It will contain your order details. 

+ How long will it take to process my order? 

We will need at least 48 hours to prepare your order(s). 

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PRICING AND PAYMENT 

+ What currency am I charged in? 

All our prices are in Singapore dollars (SGD) and your credit card will be charged in Singapore dollars. For foreign credit card holders, your credit card provider will convert your payment based on the bank’s current exchange rates. 

+ What payment modes does DFS Platform accept? 

We accept payment by VISA, Mastercard or American Express cards. 

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PROMOTIONS & DISCOUNTS 

+ Can I benefit from in-store promotions when purchasing on DFS Platform? 

In-store promotions might differ from the promotions available online. 

+ Does my promo code expire? 

Yes, each promo code issued will have a validity period indicated on the communication. 

+ Is my promo code exchangeable for cash? 

No, promo code(s) are not exchangeable for cash, and they are not refundable in part if not fully redeemed. 

+ Can I use more than 1 promo code in a single transaction? 

No, only 1 promo code can be used in a single transaction. 

+ How are the discounts calculated?

We derive our discount percentage by taking the difference between the full retail price (Duty Free Price + Fixed Duties + GST + Associated Discounts if applicable) and the actual price you pay (Duty Free Price + Associated Discounts if applicable).

+ Why is the full price breakdown in my email confirmation different from the full retail price?

As the tax calculation (GST) is variable based on the actual price paid after deducting associated discounts and fixed duties, the price breakdown in the confirmation email will differ from the full price used to calculate the discount percentage in the product bubble.

However, the difference has no impact on the actual amount paid for the product, which is the same as the quoted price seen on the website.  

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LOCAL DELIVERY 

+ When can my products be delivered? 

Delivery will take up to 7 working days. The courier company will contact you via the phone number that was provided at the point of purchase to arrange for the delivery. 

+ How do I track my orders? 

For Home Delivery, please contact +65 8399 5471 on Mondays to Sundays between 9.00am to 5.00pm or email shop-singapore@dfs.com 

+ I entered the wrong address, what should I do? 

Please contact DFS at +65 8399 5471 on Mondays to Sundays between 9.00am to 5.00pm and quote your order number. 

+ What should I do if my order has not arrived after 7 days? 

You may contact DFS at +65 8399 5471 on Mondays to Sundays between 9.00am to 5.00pm and quote your order number. 

+ Will I get charged for a re-delivery? 

Yes, there will be charges for re-delivery. Customers will need to pay directly to the courier company for any charges incurred due to re-delivery and special arrangements for specific date and time. 

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EXCHANGES AND RETURNS 

+ What is the return policy? 

DFS offers a 100% quality guarantee on all merchandise we sell. We will exchange or return any merchandise with its original receipt. Please contact DFS customer service hotline +65 8399 5471 or email shop-singapore@dfs.com. 

+ What if my item is faulty? 

Please contact DFS customer service hotline +65 8399 5471 or email shop-singapore@dfs.com for return or exchange. In event that the item is out-of-stock, DFS reserves the right to exchange with another item of equivalent value or quality. Alternatively, DFS may opt to refund on the faulty item. 

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CANCELLATION AND REFUND 

+ Can I cancel my order? 

Before your order is being delivered by DFS, you can cancel your order by calling our customer service hotline +65 8399 5471 or email shop-singapore@dfs.com and quote your order number. 

We will process the cancellation for you and the refund amount will be credited back to the credit card you used for payment. 

+ Can I get a refund if I have enjoyed a discount for my transaction? 

If the promo code used entitles you to a discount with a minimum spend condition within a transaction, you can request for a partial refund by calling DFS customer service hotline +65 8399 5471, which will be processed as follows: 

  1. If thenettspend (after deducting the partial refund) is above the minimum spend stipulated for that particular promotion, the full value of the partial refund will be returned to you; 
  2. If thenettspend falls below the minimum spend in such a case, the discount value will be deducted from the partial refund. 
  3. With any refund where the value falls below the purchase qualifier, thegift with purchasewould be forfeited. 

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PRODUCTS, BRANDS AND STOCK 

+ What products are offered? 

DFS exclusively curates and offers you a wide selection of Spirits, Wines, Champagnes, Sakes and Beer from all over the world. 

+ What if I cannot find the product I am looking for? 

Our website offers you popular and top-selling products. We are constantly increasing and refreshing our product range. However, if you are unable to find a product online, you can contact us via the webform. 

+ Can I still order if a product is out of stock? 

We are constantly replenishing our stocks. If you are unable to purchase a product due to limited stocks, you may check back on our website again in a few days. 

+ How can I provide feedback about a product? 

We look forward to hearing feedback about our products. You can send your feedback to us via shop-singapore@dfs.com 

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LOYAL T PROGRAMME 

+ Can I redeem Loyal T points when I shop on DFS Platform? 

You will not be able to redeem points on this website. You may earn status dollar or points when you make your purchase and input your Loyal T membership number. 

+ Who do I contact for queries on my Loyal T account? 

Please email shop-singapore@dfs.com on queries you may have regarding your account. 

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TECHNICAL 

+ I’m experiencing problems ordering through the website. What can I do? 

Our website is best supported by Google Chrome, Mozilla Firefox, Safari and Internet Explorer 11. Please ensure that the browser you are using is up to date. 

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PRIVACY AND SECURITY 

+ How secure is shop-singapore.dfs.com? 

The transmission of your personal information is encrypted when completing your online transaction to protect your personal information. Our servers are also protected by firewalls and access to information on these servers is restricted to authorised personnel only. 

+ How is my personal information used? 

We may use your information for marketing purposes to provide you with the latest promotion details. Please refer to our Privacy Policy for further details. We collect your name, phone number and address in order to process your order and deliver the ordered products to your home.  

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