FAQ
A. GENERAL
1. General Shop Enquires
a. What time does your shop operate?
Both Poplab online store and app are accessible 24/7. Our official working hours are from 10.30am - 6.30pm daily.
b. Where is your shop based?
Our shop is based in Singapore.
c. How do I contact Poplab Customer Service Center?
You may contact our Customer Service at support@poplab.space. Our Customer Service business hours are 10:30 a.m. to 6:30 p.m. local time, however we suggest to check out the relevant policy page in our footer first to get your question addressed faster. When emailing your queries, please include product images or screenshots for us to better assess your needs.
B. PRODUCTS
1. Searching and Buying
a. How do I find a product?
You can find a product by browsing our home page where our featured products are shown, or accessing the Shop or Brands navigation to browse exclusive collections.
2. Enquiries for merchandise
a. What materials are your merchandise made of?
Do look at the product description under the particular product on our webpage for more details.
C. ORDER DISPATCH AND DELIVERY
1. Order Enquiries
a. Do you deliver internationally?
Unfortunately we only ship locally (within Singapore) for now. However, we’re in the midst of working out shipping options to more countries. You can follow our social media to look out for the updates.
b. When will my order be shipped?
It will take 1-3 working days for the order to be shipped out from our warehouse.
c. When will my order arrive?
This will depend on the delivery service you have selected at the point of purchase. You will be able to check the status of your order through the tracking ID sent to you via email after the purchase.
d. Can I change my shipping address or contact details after an order has been placed?
Do inform us of the changes you would like to make as soon as possible. We may be able to fulfill your request if your order has not been shipped out yet.
e. How do I know where my order is?
You will receive an email with the tracking ID of your items after your purchase.
D. ORDER PAYMENT, CANCELLATION AND REFUNDS
1. Payment
a. What payment methods do you accept?
We accept payments from all debit and credit cards, PayPal and Google Pay.
b. Payment Verification
If there are any issues regarding payment such as failed payment, do contact our support email at support@poplab.space.
2. Cancellation and Disputes
a. When can I get/receive my refund?
Customers will only be able to receive refunds when products received are damaged or faulty. After receiving your email, our Customer Service will reply to you within 1-2 working days and process your refunds within 7 days thereafter.
b. What should I do if the item is not received or not as described?
If the item received is not what was ordered, do contact us at support@poplab.space, attaching your invoice as well as an image of the product you received.
c. How do I return an item?
Do refer to our webpage for the Return Policy guidelines.
3. Refund and Returns
a. What should I pay attention to in the Refund and Returns Process?
Do refer to our webpage for the guidelines on the Return Policy for purchases on Poplab.
E. PERSONAL INFO AND ACCOUNT
1. Rules & Policies
a. What personal information do we collect?
We would collect our customer’s name, email, address and credit card details (only for purchase or when shipping purchased items).
b. How do I update the information on my Poplab account?
Your delivery address and payment info can be updated on the webpage.
2. Account
a. What do I do when I forget my email address / password?
On the login page, click on “Forgot My Password” and you will be redirected to the webpage. Follow the steps to retrieve a new password login.