General Questions:

1. How can I be assured that the products from KrisShop’s “Refined Luxury” collection are authentic?

KrisShop operates on a zero-tolerance policy regarding the purchase and sale of counterfeit products. We strive to ensure that all products sold on our website are authentic and sourced directly from reputable and authorized distributors.

2. I placed an order for a product from the “Refined Luxury” collection but received a notification that my order was cancelled. Why is this so?

Your order may be cancelled due to stock availability and payment issues:

Stock availability: The item that you ordered ran out of stock before we could process your order.
Payment issues: Your payment did not go through, or we were not able to verify your payment details successfully.

3. Are products from the “Refined Luxury” collection new or used?

All products listed in the “Refined Luxury” collection are brand new. Products from A.P.C., Acne Studios, Alaïa, Anya Hindmarch, Bally, Balmain, Balenciaga Fashion, Braun Buffel, Breitling, Burberry, Burberry-SELECT, By Far, Boyy, Chloé, Chloé-SELECT, Christian Louboutin, Comme Des Garcons, Coperni, Courreges Fashion, Coach, Coach-SELECT, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Furla, Ganni, Givenchy Fashion, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Jacquemus, Jimmy Choo, Jil Sander, Lingwu, Longchamp, Longchamp-SELECT, Maison Margiela, Marc Jacobs, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, Montblanc, MSGM, Mulberry, Off-White, Palm Angels, Paul Smith, Pierre Louis Mascia, Pinko, Prada, Polo Ralph Lauren Fashion, Rayban, Rebecca Minkoff, Roger Vivier, See By Chloé, Self Portrait, Sporty & Rich, Strathberry, Swarovski, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, Zanellato are sourced directly from authorized distributors, ensuring their authenticity and quality. You can expect products from the “Refined Luxury” collection to be brand new and in pristine condition, complete with original packaging, tags, and any accompanying accessories.

4. What are the available modes of payment on KrisShop.com?

• Credit and debit cards, including American Express, Diners, JCB, Mastercard, UnionPay and Visa
• Instalments via Atome
• Apple Pay
• KrisFlyer miles
• KrisShop eVouchers, Singapore Airlines eVouchers and PPS Club gift vouchers

5. Can I request for additional product information or images before making a purchase?

We understand that product information and images are key in aiding your purchase decisions. As such, we strive to provide as many product images and key product information in all listings under the “Refined Luxury” collection. Due to the nature of luxury products, additional product images over and beyond what is already shown in the product listings may not be available.

6. Can I reserve an item for purchase at a later stage?

As products from the “Refined Luxury” collection are in-demand and hence available in limited quantity, we are unable to offer reservations, in order to provide equal opportunities for our customers to purchase their desired products.

7. Do I have to pay duties and taxes?

For delivery within Singapore, Goods & Services Tax (GST) is automatically applied to your order in accordance with Singapore’s tax regulations at checkout. You are not required to pay for any additional duties or taxes.

Delivery:

1. Do you ship internationally?

No. International shipping is not available for products from the “Refined Luxury” collection, including brands such as A.P.C., Acne Studios, Alaïa, Anya Hindmarch, Bally, Balmain, Balenciaga Fashion, Braun Buffel, Breitling, Burberry, Burberry-SELECT, By Far, Boyy, Chloé, Chloé-SELECT, Christian Louboutin, Comme Des Garcons, Coperni, Courreges Fashion, Coach, Coach-SELECT, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Furla, Ganni, Givenchy Fashion, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Jacquemus, Jimmy Choo, Jil Sander, Lingwu, Longchamp, Longchamp-SELECT, Maison Margiela, Marc Jacobs, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, Montblanc, MSGM, Mulberry, Off-White, Palm Angels, Paul Smith, Pierre Louis Mascia, Pinko, Prada, Polo Ralph Lauren Fashion, Rayban, Rebecca Minkoff, Roger Vivier, See By Chloé, Self Portrait, Sporty & Rich, Strathberry, Swarovski, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, Zanellato. These products are available for delivery to addresses within Singapore only.

2. How long does it take for my order to be delivered?

Upon placing your order, you should receive your product(s) within 9 to 12 business working days.

3. Are there any additional fees for local delivery?

Deliveries within Singapore are free-of-charge for orders exceeding S$75 (before GST) in value.

4. Is Express Delivery available?

No. The Express Shipping option is not available for products from the “Refined Luxury” collection, including brands such as A.P.C., Acne Studios, Alaïa, Anya Hindmarch, Bally, Balmain, Balenciaga Fashion, Braun Buffel, Breitling, Burberry, Burberry-SELECT, By Far, Boyy, Chloé, Chloé-SELECT, Christian Louboutin, Comme Des Garcons, Coperni, Courreges Fashion, Coach, Coach-SELECT, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Furla, Ganni, Givenchy Fashion, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Jacquemus, Jimmy Choo, Jil Sander, Lingwu, Longchamp, Longchamp-SELECT, Maison Margiela, Marc Jacobs, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, Montblanc, MSGM, Mulberry, Off-White, Palm Angels, Paul Smith, Pierre Louis Mascia, Pinko, Prada, Polo Ralph Lauren Fashion, Rayban, Rebecca Minkoff, Roger Vivier, See By Chloé, Self Portrait, Sporty & Rich, Strathberry, Swarovski, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, Zanellato.

5. What happens if the parcel delivery is unsuccessful?

If the parcel delivery was unsuccessful, our last-mile shipping carrier, DHL, will leave a card at your doorstep notifying you of the unsuccessful delivery. For such instances, you have the option of collecting the parcel at any one of DHL’s Express Service Centres in Singapore. Alternatively, if you prefer to have your parcel redelivered, kindly get in touch with DHL’s customer service team to arrange another delivery.

6. Can I change my delivery information after placing an order?

Once you have placed your order and the order has been shipped, you will not be able to amend your delivery information.

7. Can I track my delivery?

Yes. Once your order has been shipped, you will receive an email with the relevant tracking number for your parcel. You can check the status of your shipment via DHL’s website.

8. What happens if my parcel is delayed, or if I do not receive my order at all?

For parcel delivery matters, do reach out to our Customer Experience Team at krisshopcustomercare@krisshop.com. Our Customer Experience team will investigate the matter and provide you with an update accordingly.

9. Can I schedule my delivery?

We do not offer the option to schedule a specific delivery date or time for your orders. The delivery timeframe is determined by the shipping carrier and can vary depending on your location and the shipping method selected. However, once your order has been shipped, you will receive tracking information, allowing you to track the shipping status of your package and the estimated delivery date.

10. Can I ship items to multiple addresses in a single order?

We currently do not offer the option to ship items to multiple addresses within a single order. If there is a need to send products to different addresses, you will need to place separate orders for each shipping address.

Returns & Cancellations:

1. What is your returns policy?

We accept returns within 14 days, starting from the date that you have received your order. Returned items must comply with our Returns Policy.

2. Can I return an item if I changed my mind?

We do not accept change-of-mind returns. More details can be found in our Returns Policy here.

3. Can I cancel my order?

No. Order cancellations for fashion merchandise from the “Refined Luxury” collection, including brands such as A.P.C., Acne Studios, Alaïa, Anya Hindmarch, Bally, Balmain, Balenciaga Fashion, Braun Buffel, Breitling, Burberry, Burberry-SELECT, By Far, Boyy, Chloé, Chloé-SELECT, Christian Louboutin, Comme Des Garcons, Coperni, Courreges Fashion, Coach, Coach-SELECT, DKNY Fashion, Dolce & Gabbana, Emporio Armani, Emporio Armani Capsule, Etro, Ferragamo Fashion, Fred Perry, Furla, Ganni, Givenchy Fashion, Golden Goose, Hogan, Hugo, Il Bisonte, Isabel Marant, Jacquemus, Jimmy Choo, Jil Sander, Lingwu, Longchamp, Longchamp-SELECT, Maison Margiela, Marc Jacobs, Marc Jacobs Women, Marni, Michael Kors, Moreau Paris, Moncler Fashion, Montblanc, MSGM, Mulberry, Off-White, Palm Angels, Paul Smith, Pierre Louis Mascia, Pinko, Prada, Polo Ralph Lauren Fashion, Rayban, Rebecca Minkoff, Roger Vivier, See By Chloé, Self Portrait, Sporty & Rich, Strathberry, Swarovski, The Attico, Tod's, Thom Browne, Tom Ford Fashion, Toteme, Valentino Garavani, Versace Fashion, Vivienne Westwood, Zanellato are not permitted.

4. What should I do if I receive the wrong product, or if the product that I received has defects?

If the product that you received is defective, or if you have received the wrong product, do reach out to our Customer Experience team at krisshopcustomercare@krisshop.com within the designated timeframe specified in our Returns Policy (i.e within 14 days from date of delivery). Please note that the item must be in unused condition with all original tags and packaging intact.

Kindly provide additional information and evidence such as photographs or videos, to our Customer Experience team, where we will then advise on the next steps to be taken to resolve the issue.

5. Will I get a full refund if I receive the wrong product?

Once our Customer Experience team has verified that you have indeed received the wrong product, a full refund via the original payment method that was used to purchase the product can be made. Shipping fees for returns will be waived if the product you have received is incorrect. A returns label will be sent to you by our Customer Experience team.

6. Will I get a full refund if I receive a damaged item?

You are eligible for a full refund if the damage is due to a manufacturing defect or an issue that occurred during the production process – such refund requests will have to go through a verification process by our Customer Experience team. Shipping fees for such returns will have to be borne by you depending on the outcome of the returns verification process. A returns label will be sent to you by our Customer Experience team.

7. How long will it take for me to receive my refund?

The timeline for receiving your refund will vary depending on factors such as the payment method used for your purchase, the processing time required by your bank and payment provider, and any other verification checks that may be required.

4. Any part of a transaction on an Online Platform where payment is made by way of vouchers and/or KrisFlyer miles shall not be eligible for the usual KrisFlyer miles earn rates but will be eligible for this Promotion as set out in Clause 3 of these Terms and Conditions.

5. The Bonus Miles are only valid for purchases made on Online Platforms during the Promotion Period, and are not valid for purchase made inflight, via KrisShop order form or any other means.

6. The Bonus Miles will be credited to the eligible KrisShopper’s KrisFlyer Member account within 12 weeks after the last date of the Promotion Period.

7. The Bonus Miles awarded shall only be displayed on the relevant relevant KrisShopper’s KrisFlyer Member account statement once Clause 6 has been carried out. The accrual date of the Bonus Miles shall be backdated to a date in the last month of the Promotion Period, i.e., July 2024.

8. PPS Value and Elite miles from the Earn Status Credits Beyond The Skies Campaign are tabulated separately and are subject to the Earn Status Credits Beyond The Skies Campaign Terms and Conditions.

9. In the event of any refunds or returns, KrisShop reserves the right to claw back any Bonus Miles issued to any KrisFlyer Shopper for the relevant transaction(s).

10. For the avoidance of doubt, a KrisFlyer Shopper whose purchase(s) qualifies for this Promotion as set out in Clause 3 shall also be eligible for the KrisShopper June's Bonus Miles Promotion, provided that said KrisFlyer Shopper has not completed any transaction(s) with their valid KrisFlyer account on an Online Platform or via inflight delivery (on any Singapore Airlines or Scoot flight) since 1st January 2019, subject to the KrisShopper June's Bonus Miles Promotion Terms and Conditions.

11. Products purchased pursuant to this Promotion are not valid for returns and only 1 to 1 product exchanges are allowed, subject to the KrisShop Platform and Sale Terms.

12. This Promotion is only available while stocks last. KrisShop reserves the right to change, add to or remove this Promotion at any time without prior notice.

General Terms

13. All purchases made on KrisShop.com may be delivered via (a) inflight delivery on eligible Singapore Airlines or Scoot flights, or (b) received via home delivery. All purchases made on KrisShop via the Kris+ mobile application may be received via home delivery only.

14. All purchases made on KrisShop in relation to this Promotion are subject to the KrisShop Platform and Sale Terms, and in the case of purchases made on KrisShop via the Kris+ mobile application, the Terms of Use for Kris+. The use of KrisFlyer miles is subject to the KrisFlyer Terms and Conditions.

15. All decisions made by KrisShop in respect of any matter relating to this Promotion shall be final. KrisShop reserves the right to amend or withdraw any terms and conditions of this Promotion and/or terminate this Promotion without any prior notice at its sole and absolute discretion.

16. KrisShop reserves the right to verify the eligibility of the participants of the Promotion and reserves the right to disqualify any participant who does not satisfy these Terms and Conditions. The demise of a Participant automatically disqualifies his/her entry and/or participation in this Promotion.

17. By participating in this Promotion, each Shopper agrees that any and all personal data he/she submits (including his/her name, KrisFlyer membership number, mailing address, contact number, and email address) may be collected, used, disclosed, or otherwise processed (collectively, “Processed”) by KrisShop and its supporting partners for the purposes of this Promotion. All collection, use and disclosure of personal data will be in accordance with KrisShop's Privacy Policy.

18. Unless otherwise specified, KrisShop is not responsible for and shall not bear any and all expenses and ancillary costs which may be incurred in the participation in this Promotion.

19. These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Singapore and shall be subject to the exclusive jurisdiction of the Singapore courts.

20. A person who is not party to these Terms and Conditions has no right under the Contracts (Rights of Third Parties) Act 2001 to enforce any term of these Terms and Conditions.