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There may be a 1-2 day delay in shipments during this period. Enjoy 10% off with GANBATTEN
There may be a 1-2 day delay in shipments during this period. Enjoy 10% off with GANBATTEN

FAQ - Online Shopping

1. When am I charged?

You will only be charged upon completion of check out, so be sure to double-check your purchases before you confirm.

2. The item I want is sold out! Is there any way for you to bring it in again?

Just drop us an email to wecare@naiise.com and we'll see what we can do for you. Some of our products may be limited in quantity, or may not be in production anymore. We will, however, try our best to help you out.

If you are looking to purchase in bulk quantities and are unable to check out due to limited stocks, please kindly contact us at sales@naiise.com. Our sales team will be able to assist you!

3. Where do you ship to?

We ship both overseas and locally. Within Singapore, we offer free shipping on orders above $60, and also free self-collection services. For overseas orders, we work with our partner DHL Express to safely deliver your orders to your doorstep for anywhere else outside of Singapore (except Russia). Check out our shipping policy for more information.

4. What payment types do you accept?

For all online payments, We currently accept Visa, Mastercard and Paypal. We accept payment via Paypal and Mastercard Payment Gateway, as they are the official payment gateways for our online store.

5. Are you able to send food and beauty products out of Singapore?

Sadly, we are not able to do so as it will be rejected at the customs due to the rules and regulations for food and beauty shipment at our local post office.

6. What should I expect after I placed my order?

Your order should typically reach you within 1-3 working days (for local shipping), and 1-3 weeks (for overseas shipping) if all the items in your order are in-stock.

Due to the outbreak of COVID-19, please expect a possible 1-2 day delay in the processing and delivery of shipments during this period.

However, some products have to be made to order, or ordered from our overseas suppliers thus shipping times vary by products. If your order consists of any pre-ordered items, please refer to the Estimated Arrival Time indicated on the product page for the estimated timeline. Once all the items in your order have arrived, your order will be dispatched from our warehouse.

Feel free to check in with us anytime via our email wecare@naiise.com with regards to the status of your order.

7. How do I go about collecting my order if I have selected self-collection as my preferred mode of shipment?

Once your order has reached the store, we will drop you a text message to inform you of the self-collection details. After which, you would be able to head down to your selected store for self-collection.

If your order consists of any perishable products (beauty, food, plants, etc), your order will be held at the self-collection point for one week after our first sms notification to you. We recommend you to pick up your order as soon as possible, as they do not contain preservatives and are best consumed fresh!

If your order does not consist of any perishable products, your order will be held at the self-collection point for 4 weeks after your first sms notification.

Every week, you will also receive a reminder text message from us if your order has not been collected.

After 4 weeks (or 1 week for orders with perishable items), if uncollected, your order will be diverted back to our warehouse and our Customer Service team will contact you via email to arrange for additional self-collection arrangement or local delivery to your preferred address (additional charge of $15 may apply for delivery).

Please kindly note that we will do our best effort to assist you with the collection of your order. However, should your order remains uncollected beyond our stipulated time, the order will be deemed fulfilled. For the full Terms and Conditions, please refer to our Shipping policy.

8. If I am not able to self-collect my order, am I able to get someone else to collect on my behalf?

Yes, you can. It will be best if you can inform our Customer Service team about this earlier, so that we can keep our retail staff in the loop about this. If not, you can simply show our retail staff the order confirmation email, and/or quote your order number in order for us to facilitate this.

9. I will be going on a long trip and I won’t be able to self-collect my order till a much later time. Will you guys be able to hold the order for me?

Yes, we are able to. Please drop us an email at wecare@naiise.com and inform us of your available dates. We will be able to advise further if it is possible, especially if your order contains perishables and/or plants.

10. If I find the item that I have ordered online at your store, am I able to pick it up from there instead?

It is best advised not to, as the items you see at the store might be display pieces, unless otherwise arranged with our Customer Service team in advance via email. That way, we would be able to arrange it earlier to ensure lesser waiting in clarifying your order status from the headquarters to the store you are at.

11. If I have purchased something that doesn’t fit me, am I able to do an exchange? How should I go about it?

You can find out more on how to do so here.

12. Can I return my product?

Read about our return policy to find out more.