FAQs
Q: Can you deliver the items to my house?
A: Yes! There is free delivery for orders above $68.
For orders below $68, delivery fee is $9.
*A surcharge of $9 will be incurred for the following locations:
- Sentosa
- Tuas
Q: When is the earliest that you can deliver?
A: For orders placed before 3pm, the orders can reach you the next available delivery day :) Deliveries are available from Monday - Saturday (excluding PH).
Q: Can you deliver to my house at a specific time frame?
A: Currently, our delivery partners do not provide time-specific delivery slot. If you need the items to reach you within a specific time slot, you can arrange for lalamove/grab pickup from our HQ. To arrange, you can WhatsApp us your order number at least 24 hours before your delivery time (exclude non-working days) and we will be able to assist you from there.
Q: What if I am not home on the delivery date which I have selected?
A: Do inform us at least 1 day in advance so that we could change the delivery date for you. In any case whereby you are not at home, the driver will leave the items at your door step if the driver manage to reach you with your consent. If driver is unable to contact you and you are not at home, a notification slip will be left at the premises with a re-deliver fee of $8 will be charged.
Q: What is the shelf life of the bakkwa?
A: Our Bak Kwa are handmade and made without added preservatives. Therefore, it's best to consume the bak kwa within 5 days for the freshly grilled bak kwa which are packed with paper traditionally. The bak kwa can be kept in the fridge and to be consumed within 30 days from date of purchase.
The vacuum packed bak kwa are vacuum sealed for a longer shelf life. Every vacuum Bak Kwa has an expiration date printed on the packaging.
*Please keep the bak kwa under ambient temperature and avoid direct sunlight.
Q: How much is the minimum order?
A: The minimum order is $30.
Q: How long does it take for order confirmation?
A: The order confirmation will be sent to your email/phone shortly after your order has been placed.
Q: Do you have a phone number or email that I can contact you at?
A: Yes, we do. You may drop us an email at sales@fragrance.com.sg. For urgent matters, you may reach us at 6257 8608 or WhatsApp 8881 9608.
Q: Can I make any changes to my order after confirmation?
A: Changes are unable to be made to the order as every order is automatically captured by the system.
Q: I have received an incorrect item. What can be done?
A: Please inform our staff immediately if and we will make the necessary changes for your order. Otherwise, please drop us an email at sales@fragrance.com.sg, call 6257 8608 or WhatsApp 8881 9608.
Q: Do you ship overseas?
A: Yes, we are able to. Just let us know your end destination and items that you would like to ship. We will source for shipping quotes and update you. No obligations to order. Just drop us an email at sales@fragrance.com.sg, call +65 6257 8608 or WhatsApp +65 8881 9608 :)
Q: Can you deliver to the hotel and leave at hotel reception?
A: Yes, we can :) Just indicate your hotel's address and write "Leave at reception" under the “Apartment, suite, etc." at the check out page. You can also reach us via WhatsApp at 88819608.
Q. What should I do if I encounter problems placing my order?
Send us an email at sales@fragrance.com or give us a WhatsApp at 88819608, and we'll help you as much as we can.
Q. Will the tax invoice be sent along with the package to the recipient?
No, the recipient will simply get a delivery notice that specifies the goods ordered (without the price of the items). On the delivery notice, your name will be reflected too, so that the recipient knows that the gift is from you.
Q. Are greeting messages available if I am sending this order as a gift?
A: Yes, you can WhatsApp us at 88819608 with your order number and the message for the greeting card. We can assist to attach the message to your order.
Q. I would like some customisation for my company's CNY gifts. Are you able to do it?
A: Yes, you can email us a sales@fragrance.com.sg with your budget per pax, number of pax, deliveries (e.g. to a single location or to multiple locations) requirements. We will propose according to your requirement :)
Q. I would like to send gifts to multiple recipients but don't want to check out multiple times. Is there any way that you can do it?
A: Yes, you can collate your recipient's details (e.g. name, contact number, address, preferred delivery date) in an excel sheet and email us at sales@fragrance.com.sg. We will arrange the deliveries for you on the backend.
Q. I would like to customise gift boxes for festives?
A: Yes, you email us the quantity required, preferred items inside the gift boxes and budget at sales@fragrance.com.sg. We will propose options for your viewing. No obligations.
Q: Can I use the CDC vouchers in any of your stores?
A: Yes, we do accept CDC vouchers, but they can ONLY be used at the 19 stores listed below:
- Central: 709 Ang Mo Kio, Toa Payoh North, Yishun 292, Yishun 846, Woodlands 888, Canberra Plaza, Chong Pang
- North-East: 205 & 207 New Bridge Road (Chinatown), 233 New Bridge Road
- East: Aljunied 116, Tampines Hub, Bedok
- West: Clementi, Jurong West, Jurong 960, Plantation Plaza, 375 Bukit Batok
