Frequently Asked Questions
1. Do I need to register /sign-up to purchase online?
Yes. You need to register or sign-up for an online account either for yourself or for your company to add items to your shopping cart and to purchase on our website.
Sign-up for individuals is simple and instant. Please click on “I am buying for myself” option after clicking on “Sign-up”.
For corporate, wholesale and export customers, please click on “I am buying for my company” option after clicking on “Sign-up” and complete the Corporate Profile and submit. If you are paying by credit card, you will get your account activated in 1-2 days.
If you are a Singapore-registered business and will like to request for terms, you will need to download the customer registration form and email it to us. If all information is complete and sufficient, we will take up to 5 days to setup your account. Please note that we may reject requests for terms and your account will be created with credit card payment terms instead.
2. I am an existing member at your retail outlets; do I need to register again?
Yes. This is because both membership types have different set of registration requirements and terms & conditions.
Please note also that retail membership cannot be used online and vice versa.
3. How do I find a product?
There are a number of ways you can find products:
4. How do I add products to my cart?
Please enter the purchase quantity or click on the “+/-“ button beside each product detail and click the [Add to cart] button.
5. What if there is something that I need from your retail shop that I can’t find in the online shop?
Due to the wide and extensive range of products that we carry, we are unable to feature all of them for online purchases. This is so to maintain an efficient online store and ensure stock availability is as high as possible.
Please go to our retail shops to buy what you require. For our retail locations, please click here
6. How do I make changes to my cart?
Click on the shopping bag logo and you will see your cart with the products you have added.
You can remove or change order quantities for each product.
Click ‘Update Cart’ after you have made any amendment.
7. How do I checkout?
At ‘Cart’, clicking ‘Check Out’ bring you to the Check Out page.
At Check Out, you will see the items that you wish to purchase together with the delivery charges and the grand total.
Your default delivery detail will also be shown, you will need to check and amend any information as your prefer.
Please fill in any special notes in the note box.
At the payment section, please click on your preferred payment mode and click ‘Confirm’:
Please complete the payment information at the payment page and submit.
After the payment is approved, you will receive an order reference number from Art Friend.
You will also receive an Order Confirmation email at your register email account. (Please check your Spam/Junk mail folder if you do not receive our confirmation email.
8. Mode of Payment
The following credit card payment options are available:
9. When viewing products in other country’s currency, will the product be sold in the selected country currency?
The currency conversion function on our website is solely for your reference only. Your purchase will be charged in Singapore Dollars (S$ or SGD) when you pay at checkout. All currency exchange rates used on our website are indicative rates only.
10. Do you take phone orders?
No. All orders must be placed through the website.
11. Can I change my order?
Once your order has been placed, you will not be able to change your order. If you wish to change non-product related details like your delivery address or delivery timing (subject to availability), you may like to call our Online Service Hotline at +65 6336 2332 (Mondays to Fridays from 11am till 6pm, and Saturdays from 11am till 2pm) or email firstname.lastname@example.org for assistance on your order.
12. Can I cancel my order if it has not been shipped yet?
Yes, you may cancel an order with a full refund (subject to credit card refund charges or exchange rate difference gain/loss if any) as long as it is NOT shipped yet. Please call our Online Service Hotline at +65 6336 2332 (Mondays to Fridays from 11am till 6pm, and Saturdays from 11am till 2pm) or email email@example.com for assistance.
13. Can I self-collect my order?
All orders must be delivered by our appointed logistic providers. We will update this section if we implement self-collection facilities in future.
14. Does your local delivery cover the whole of Singapore?
We send to mainland Singapore and Sentosa island. We do not send to all other Singapore Islands Including Jurong Island.
15. Can you deliver goods out of Singapore?
Yes we can, except for goods classified as Hazardous or unacceptable by the courier company. We have tried as much as possible to highlight such items at the products details page, according to the country you have chosen. If the courier company rejects the item, we will remove that item from the rest of your order and will refund you accordingly.
Overseas delivery charges and delivery duration varies depending on the destination country. As we are currently using DHL Express for our overseas deliveries, we expect the package to reach your destination country’s airport in 5 working days.
There is an additional remote delivery charge of SGD36 for addresses deemed “remote” by the courier company. You can check whether your address is considered “remote” at http://raslist.dhl.com/jsp/first.jsp and your package will also arrive later.
16. Can I have a different delivery address from my billing address?
Yes, you can maintain more than one address in your profile. During the checkout process you can then choose the address for delivery or input a new one.
17. What is the delivery lead time for Local (Singapore) delivery?
Please refer to below table for the delivery timing. You are allowed to select a date/timing up to 2 weeks later for your delivery slot. As there are limited number of orders that we can handle in a delivery slot, delivery slots are available on a first come first serve basis. Delivery slots that are full will not appear for your selection at checkout.
*NOTE: There is no delivery on Saturday afternoons, Sundays and Public Holidays and other closure dates for our company.
18. What is the delivery lead time for Overseas (ie. to countries other than Singapore) delivery?
All orders placed on a business day will be processed and shipped within the next 3 business days. You should receive your order within 5 business days upon placing your order. (Business day means Mondays to Fridays, excluding Public Holidays.)
Please note that delivery lead time for orders to remote locations or containing Dangerous Goods (DG) will be extended.
We advise customer to track their parcels on DHL Express website www.dhl.com.sg for an accurate expected date of arrival.
19. How does your order tracking work?
For local (Singapore) delivery orders , you can log into your account to view your current order status:
Processing: We have received your order and it will be packed soon. You can still call us to amend or cancel your order if required. (Only amendments that will not change the original Credit Card Approval amount are allowed.)
Packed: We have packed your order and you cannot amend or cancel your order now.
Shipped: We have shipped out your order and an email will be sent to you as well.
For overseas shipments, please track your shipment on www.dhl.com.sg from here onwards.
20. What happens if there is nobody at home to receive the delivery?
For Local (Singapore) deliveries, we will place an ‘Unsuccessful Delivery’ memo at your doorstep.
You will need to call us at +65 6336 2332 (Mondays to Fridays from 11am till 6pm, and Saturdays from 11am till 2pm) or email firstname.lastname@example.org to arrange for:
For Overseas deliveries, our logistic partner will place an ‘Unsuccessful Delivery’ memo at your doorstep. Please contact them for a re-delivery appointment.
Please note that the logistic provider will only keep the package/s for up to a month, after which, they may send the package/s back to us or dispose of the package/s.
If the above happens, you will have to pay the applicable full shipping charges again and the full products’ price (as at the point of reordering) again if the products have being disposed of.
21. What are my shipping charges?
For Local (Singapore) Delivery, your delivery charges will be at a fixed rate of $20.
If your order amounts exceed $100, the $20 delivery charge will be waived.
Your shipping charges will automatically compute during checkout prior to the completion of your order.
For Overseas Delivery
If your order does not contain any item that is classified as Dangerous Goods (DG or Hazardous) that is restricted for courier by air to your destination country, your total shipping charges will automatically compute during checkout prior to the completion of your order.
22. Do you ship items that are classified as Dangerous (Hazardous) Goods (DG)?
Due to the prohibitive costs of sending items classified as DG/Hazardous by air courier, we cannot ship such items to countries other than Singapore.
EXCHANGE AND RETURN
23. What is your exchange/return policy?
We will exchange/refund within 14 days only if the product is defective or if the wrong item has been sent to you. For wrong items sent, the original seal and packaging must remain intact.
24. What should I do if I received a wrong product or product arrived damaged/defective?
If you have received an incorrect/damaged/defective product, please call our Online Service Hotline at +65 6336 2332 (Mondays to Fridays from 11am till 6pm, and Saturdays from 11am till 2pm) or email email@example.com with the details of your order and the item that is incorrect/damaged/defective. We will also require you email us pictures of the item.
25. When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our return policy. Refund will be made within 3 days in the same mode of payment as the original order. Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
26. What if I have forgotten my account password?
If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a new one straight away to your registered email address.
27. What can I do if I faced problems surfing on your website.
Please check if you are using the latest version of the following browsers: Firefox, Safari, Google Chrome or Internet Explorer. If problems persist, you may email us at firstname.lastname@example.org describing the problem and provide us your computer system setup. Eg. Operating system type, browser type & version, etc.
28. What if I can't find the answer to my question here?
If you cannot find the answer to your question here, we recommend you to call our Online Service Hotline at +65 6336 2332 (Mondays to Fridays from 11am till 6pm, and Saturdays from 11am till 2pm) or email email@example.com with the details of your query.
29. All about our e-Voucher (currently not in use yet)