KrisShopCustomer Service (CS)Master HandbookPrimary Goal: Deliver expert support across three shopping channels: Inflight, HomeDelivery, and Post-Flight.1. Product & Order Categories1.1 Standard vs. KrisShop Living Items\"KrisShop Living\" items are exceptions to standard policy due to their dropship nature.Feature Standard KrisShop Items KrisShop Living ItemsFulfillment Shipped by KrisShop. Dropshipped: Fulfilleddirectly by thebrand/supplier.Delivery Mode Inflight or Home Delivery(check product page).Home Delivery Only (Notapplicable for inflightdelivery).Consolidation Items delivered together. Delivered separately; mayhave different deliverytimes.Identification Standard listing. Identified by the \"KrisShopLiving\" label.Available DeliveryMethodsRefer to the respectiveproduct page.Refer to the respectiveproduct page.
1.2 Gifting & Engraving ServicesService Details Policy NotesGift Wrapping S$4.50 per order(excluding shipping/tax).Includes gift-wrapping anda personalised messagecard (max 600 characters).NoChanges/Cancellationsonce submitted.Exclusions: Not applicablefor KrisShop Living orInternational Delivery. Alleligible items in an orderare wrapped together(except wines, which maybe separate). Cost isnon-refundable.Engraving Currently complimentary.Available for selected itemsand local standarddelivery only.Requires up to 3additional working dayslead time. Strictly NoExchange or Refund forengraved items. NoChanges/Cancellationsonce submitted. Productwarranty (if applicable) willbe void for engravedproducts.2. The 3 Shopping Modes: Delivery & Eligibility2.1 Pre-Order for Inflight Delivery (Duty-Free Shopping)● Benefit: Shop duty-free and have purchases delivered to the flight seat.● Eligibility: Available for all Singapore Airlines (SQ) and Scoot flights departingSingapore (excluding flights to Malaysia, Jeddah, and Newark). Also available on selectedSQ flights arriving in Singapore (list of eligible cities available).● Delivery Charge: Free delivery is available for all pre-order to flight orders.● Order Window:○ Starts: 60 days before departure.○ Closes (SQ Dep SG): 24 hours before departure.○ Closes (Scoot Dep SG): 48 hours before departure.
○ Closes (SQ Arr SG): 72 hours before departure.● Collection: Present your boarding pass or the e-invoice to the cabin crew.● Multiple Orders: Yes, you may place a pre-order for each person in your itinerary, butnote Customs Allowance restrictions.2.2 Home Delivery● Scope: Provides both local (Singapore) and overseas delivery.● Item Eligibility: Only items listed with \"Delivery\" on the product page are eligible.○ Restriction: Duty-free liquor & wines are not available for home delivery. Someitems are only available for local delivery in Singapore.● Fees & Taxes:○ Local Delivery (SG): Items are subject to prevailing Goods & Services Tax (GST).○ Overseas Delivery: Applicable customs/import duties and postal clearance will beincluded at checkout, unless 'Borne on arrival' is indicated, in which case thecustomer pays upon arrival.■ Note: Delivery of electronic goods to Malaysia is subject to SIRIM permit, whichwill be required to be paid separately by the customer.● Self-Collection: There is currently no self-collection option.2.3 Post-Flight Shopping● Benefit: Enables travelers to purchase duty and GST-absorbed items (e.g., liquor,beauty) for home delivery in Singapore.● Eligibility Window: Within 30 days of a Singapore Airlines or Scoot flight.● Scope: Only applicable for deliveries within Singapore.● Discount Mechanism: A 9% promotional discount reflecting GST-absorption isautomatically applied at checkout, although regulations require the GST amount to bereflected on the tax invoice.● Duty-Free Allowance: Customers are not limited by duty-free allowances, as applicableduties are absorbed by KrisShop.● Delivery Fees:○ Free for net purchases of S$75 and above.○ S$6 fee applies to net purchases below S$75.● Promotions: May be combined with other promotional codes (e.g., WELCOME orbirthday codes) unless otherwise stated. Cannot be used in conjunction with existingKrisShop promotions unless explicitly specified as eligible.3. Critical Scenarios & Policy Exceptions3.1 Order Changes & Cancellations● Order Modification: Changes cannot be made to the original order; a new order will
need to be placed.● Cancellations: Permitted before delivery, subject to fees. Only orders paid fully viacredit card may be cancelled and refunded.Status Cancellation Fees (inclusive of GST)Before Order is Dispatched WaivedAfter Order has been Dispatched (LocalDelivery)S$10After Order has been Dispatched(Overseas Delivery)S$50● Flight Change/Cancellation (Pre-Orders):○ Flight Change: Contact Customer Experience (CE) team to advise of updated plans.Minimum 3 working days required to process the request for collection on the nextflight.○ Flight Cancelled: Notify CE team immediately via email for a full refund. Minimum 3working days required to process. Express delivery charges are not included in therefund.3.2 Returns & Refunds● Timeframe: Return request must be made within 30 days of delivery.● Wrong Order Received: Customer may choose not to sign the acceptanceacknowledgement and return the product for a refund by contacting the CustomerExperience team. Refund notification is sent within 96 hours of the return.● Defective/Damaged Items: Contact CE team for return request. Upon confirmation, thecustomer will either be directed to an authorised service centre or requested to returnthe item to KrisShop in its original condition and original packaging, accompanied byproof of purchase. Shipping is at the expense of the customer except for returns ofdefective items.● Non-Refundable/Non-Exchangeable Items (Strict Exclusions):○ Purchases using any form of vouchers and KrisFlyer miles.○ Made to Order products.○ Alcohol (government regulations).○ Opened liquids, gels, food products, pillows, bedsheets, and apparel/shoes.○ Engraved items.○ Products from the following brands (customer is often directed to service centre):Apple, Aldo shoes, Bally shoes, BOSS apparel/shoes/undergarments, Breitling,
Bycanary, Casio Music, Hegen, Osim, Oyo Fitness, Poh Heng Jewellery, Samsung,Schindelhauer, Sony, The Urban Bike, United Bike.3.3 LAG (Liquids, Aerosols, and Gels) RestrictionsThis policy applies to all Fragrances, Cosmetics (except makeup palettes), and Liquor/Wine.● Standard Rule: All LAG purchases must be placed in sealed tamper-evident bags(STEB) with receipts clearly displayed. Multiple LAG items can be in one bag.● Transit/Transfer Exceptions: You must advise based on the transit airport.○ Not Permitted (Advise purchasing on last sector): Transit through stations likeMoscow, Beijing, Taipei, Bali, Jakarta, Adelaide, Brisbane, Perth, etc.○ Check-In Required: Transit through North American stations (Houston, LAX, JFK,SFO, Seattle). Customer must check in the LAG items prior to the connecting flight.○ STEB Required: Transit through most European and Asian stations (e.g., Amsterdam,Frankfurt, Seoul, Bangkok, Sydney).● Customer Responsibility: KrisShop will not provide any refund for any LAG itemsconfiscated at LAG affected airports.4. Payments & Loyalty4.1 Payment Methods● Credit/Debit Cards: American Express, Diners, JCB, Mastercard, UnionPay, and Visa.● Digital: Apple Pay.● Instalment: Atome, Shopback, and Pace.● Vouchers: KrisShop eVouchers, Singapore Airlines eVouchers, and eligible PPS Club giftvouchers.● Miles: KrisFlyer miles.● Vouchers and Miles: Vouchers and KrisFlyer miles can be used in a single transaction.4.2 KrisShopper Loyalty Programme● Sign-Up: Available to anyone with a valid KrisFlyer membership; complimentaryenrolment fee. Membership will not expire as long as the KrisFlyer membership is active.● Qualifying Spend (S$): Final amount paid by credit/debit card for purchases. ExcludesGST, duties, taxes, delivery charges, and purchases made before enrollment.● Tier Status: Upgraded within 5 business days of meeting the spend. Tier status is validfor 1 year from the qualifying date. If the qualifying spend is not met during the tiervalidity period, the customer will be downgraded.
Tier Qualifying Spend (S$) KrisFlyer Miles Earn Rate(Miles/S$1)Member - 2Insider 5,000 2.5Icon 10,000 3Ambassador 15,000 4● PPS Club Privilege: Complimentary upgrade to Ambassador tier and 10% offregular-priced items (brand exclusions apply).4.3 KrisFlyer Miles (Earning & Redemption)● Earning:○ KrisShopper: Between 2 to 4 miles per S$1 spent.○ Non-KrisShopper: 1.5 miles per S$1 spent.○ Calculation: Miles are earned only on the nett amount paid with a credit/debitcard, excluding delivery charges, taxes, duties, and clearance.○ Crediting: Up to 5 business days after purchase.● Redemption:○ Location: Only available online on KrisShop.com. Not available inflight.○ Rate: 100 KrisFlyer miles = S$1 spend. This rate is subject to change.○ Minimum: 1,000 KrisFlyer miles per transaction.○ Restrictions: Miles cannot be used to pay for applicable customs/import duties andpostal clearance that are borne by customers and paid directly to customs/courier.○ Refunds: KrisFlyer miles used for purchases are non-refundable.● Miles Balance Check: The balance shown on KrisShop.com is as at the time of login;advise customers to check their KrisFlyer account on singaporeair.com for the latestbalance.4.4 e-Gift Cards● Validity: 1 Year from date of issuance. Strictly no extension.● Value: Available in S$50, S$75, and S$100 denominations.● Usage: Can be used over multiple transactions until value is depleted or upon expiry.● Refunds: Unused balance at expiry are not refundable.● Purchasing: Miles redemption is not available for the purchase of e-Gift Cards.
5. Customer Contact & Tracking5.1 Contact Channels● Customer Experience Email: [email protected]● Phone (SG): +65 3129 3931● Phone (AU): +61 2 9000 1801● Bulk Gift Card Phone: +65 64075414● System Issues: Contact KrisShop.● Miles/Login Queries: Direct customer to KrisFlyer Membership Services.● Operating Hours: Mon–Fri, 08:30 – 17:30 (SG Time).5.2 Order Tracking● KrisFlyer Members: Log in on KrisShop.com to view and track purchases.● Non-Members: Use email and order reference number to check on order status.● Missing Parcel: Check status online first, then contact the Customer Experience team iftrouble retrieving information.5.3 Delivery Issues● Re-Delivery Fees (SG):○ After 2 unsuccessful standard delivery attempts: S$6 (inclusive of GST).○ After 1 unsuccessful express delivery attempt: S$15 (inclusive of GST).5.4 Delivery Options● KrisShop offers two main ways to receive your purchases: inflight delivery or homedelivery. The available option for any item is indicated on its respective product page.Inflight Delivery (Pre-order to Flight)● Availability: Eligible Singapore Airlines and Scoot flights.● Charges: Free delivery for all pre-order to flight orders.● Collection: Present your boarding pass or the KrisShop e-invoice to the cabin crew onboard.Home DeliveryKrisShop provides both local (Singapore) and overseas delivery.
Delivery Type Spending Delivery Fees(Local Singapore)Delivery TimeStandard(ExcludingKrisShop Livingitems)Nett purchasebelow S$75S$6 per trip 3–5 working daysNett purchase S$75and aboveFree 3–5 working daysSame Day/NextDay (Excludingpre-order andKrisShop Livingitems)No minimumspendingS$12 per trip Varies based ontime of order (e.g.,order by 3 pm onweekdays forsame-day deliveryby 9 pm).Standard forKrisShop Livingitems onlyNo minimumspendingFree 7–10 working days● Taxes and Duties:○ Local Delivery: GST is applicable to all items delivered to local addresses inSingapore.○ Overseas Delivery: Applicable customs/import duties and postal clearance will beincluded at checkout, unless 'Borne on arrival' is indicated (in which case thecustomer pays the duties/taxes directly upon arrival).● Unsuccessful Delivery: Re-delivery fees apply for unsuccessful attempts withinSingapore:○ S$6 (inclusive of GST) after 2 unsuccessful standard delivery attempts.○ S$15 (inclusive of GST) after 1 unsuccessful express delivery attempt.● Self-Collection: There is currently no self-collection option.5.5 Returns and CancellationsNon-Refundable/Non-Exchangeable Items● Purchases using any form of vouchers or KrisFlyer miles.● Made to Order products.
● Alcohol (due to government regulations).● Liquids, gels, food products, pillows, bedsheets, and apparel (including shoes) if theyhave been opened.● Engraved items are not eligible for exchange or refund.● Products from specific brands (e.g., Apple, Samsung, Sony, Osim, Hegen).Return Process (General)● Contact Customer Experience at [email protected] for your returnrequest, detailing the reason for the return.● For defective products, you must return the item by registered post in its originalcondition and packaging, accompanied by proof of purchase, within 14 days from thedate of delivery (for most customers). For defective items purchased usingmiles/vouchers, only an exchange is permitted.● Upon confirmation, you will either be directed to an authorised service centre orrequested to return the item to KrisShop's designated address.● Shipping and handling costs are at the expense of the customer, except for returns ofdefective items.● Upon receipt, KrisShop will either exchange the product or refund the cost of the item tothe same payment method used.Order CancellationYou may cancel your order before your purchases are delivered to you by [email protected] Request Cancellation Fees (inclusive of GST)Before order is dispatched WaivedAfter order has been dispatched (localdelivery)S$10After order has been dispatched (overseasdelivery)S$50
✈️ KrisShop FAQ – Complete GuideGeneral Information● What is KrisShopper?○ KrisShopper is a loyalty program by KrisShop that rewards customers for spendingon the platform.● What are KrisShop Living items?○ These are products or services fulfilled directly by brands and are not available forinflight delivery.○ They are marked with the \"KrisShop Living\" label on the product page.○ Orders containing both KrisShop Living and non-KrisShop Living items may bedelivered separately due to different delivery times.● Delivery Methods○ Check the respective product page for available delivery methods (inflight and homedelivery) and select your preference.○ You can choose different delivery methods for different products within a singleorder.● Order Changes and Cancellations○ Changes cannot be made to an original order; a new order must be placed.○ Only orders paid fully via a credit card may be cancelled and refunded.● Receiving the Wrong Order○ Customers are responsible for checking items upon receipt.○ You may sign an acceptance acknowledgment, or choose not to sign and return theproduct for a refund by contacting the Customer Experience team.○ A refund email notification will be sent within 96 hours of the return.● Tracking Orders○ KrisFlyer members can log in to KrisShop.com to view and track all recent purchases.○ Alternatively, you can enter your email and order reference number on thedesignated tracking page.● Applying Codes○ Promo Codes: Apply at checkout under \"Vouchers and Promotion Codes.\" Only onepromo code can be used per single transaction.○ Voucher Codes: Apply eligible codes at checkout under \"Vouchers and PromotionCodes.\" Multiple voucher codes can be used in a single transaction, but each mustbe entered and applied individually.● Available Payment Modes○ Credit and debit cards (American Express, Diners, JCB, Mastercard, UnionPay, Visa).○ Apple Pay.○ KrisShop eVouchers, Singapore Airlines eVouchers, and PPS Club gift vouchers.○ Instalment payment via Atome, Shopback, and Pace.
○ KrisFlyer miles.Pre-order for Inflight Delivery● Service Description○ Allows you to shop duty-free on KrisShop.com and have purchases delivered to yourseat on the flight.● Eligible Flights○ All Singapore Airlines and Scoot flights departing Singapore, except for flights toMalaysia, Jeddah, and Newark.○ Selected Singapore Airlines flights arriving in Singapore from various cities inSoutheast Asia, North Asia, West Asia & Africa, Southwest Pacific, Europe, and theAmericas (see full list on product page for specific exclusions).● Pre-order Window○ Begins 60 days before the date of departure.○ Flights departing Singapore: up to 24 hours before departure for Singapore Airlinesflights and up to 48 hours before departure for Scoot flights.○ Singapore Airlines flights arriving in Singapore: up to 72 hours before departure.● Delivery Charges: Free delivery is available for all pre-order to flight orders.● How to Pre-order○ Ensure your flight is eligible and place your order within the pre-order window.○ Add items to the \"Pre-Order to Flight\" bag, fill in your booking reference whenprompted, choose the collection flight, and complete payment.● Item Availability: Only items listed with \"Pre-order to flight\" as a delivery option areavailable.● Collection: Present your boarding pass or the KrisShop.com e-invoice to the cabin crewonboard.● Flight Changes or Cancellation○ Schedule Change: Contact the Customer Experience team with your updated travelplans for arrangements to collect your purchase on your next flight (requires aminimum of 3 working days to process).○ Cancellation: Immediately email KrisShop for a full refund (express delivery chargesare not refunded). Requires a minimum of 3 working days to process.● Customs Allowance: Information is available online; check restrictions for yourdestination country before ordering.● Multiple Orders: You can place a pre-order for each person in your itinerary.Post-Flight Shopping (Singapore Home Delivery)● Service Description○ Enables travelers to buy duty and GST-absorbed items (like liquor, beauty, fashion,electronics) for home delivery in Singapore within 30 days of their Singapore Airlines
or Scoot flight.○ Includes exclusive discounts and promotions.● Accessing Promotions○ Visit the KrisShop Post-Flight page.○ Select the “SHOP FOR TRAVELLERS” mode to browse products.○ Proceed to checkout; a 9% promotional discount reflecting GST-absorption andother applicable discounts will be automatically applied.○ Your flight booking reference may be required at checkout.● Delivery Charges (Home Delivery within Singapore)○ S$6 delivery fee for net purchases below S$75.○ Free delivery for net purchases of S$75 and above.● Combining Discounts○ Some post-flight promotions can be combined with other codes (e.g., WELCOME orbirthday codes) unless stated otherwise.○ They generally cannot be used with existing KrisShop promotions unless explicitlyspecified.● Duty-Free Allowance: Since KrisShop absorbs all applicable duties, customers are notlimited by duty-free allowances and can purchase any quantity (subject to stock).● GST on Invoice○ GST must be reflected on the tax invoice by regulation.○ The 9% GST-absorbed discount is automatically applied at checkout to offset this.● Mixed Orders: You can purchase eligible and non-eligible items in the same order, butthe 9% GST-absorbed discount will only apply to eligible products.● Delivery Location: Only applicable for deliveries within Singapore.Home Delivery (General)● How to Purchase: Shop on KrisShop.com and add items to your \"Delivery\" bag beforechecking out.● Delivery Locations: KrisShop offers both local (Singapore) and overseas delivery.● Item Eligibility: Only items listed with \"Delivery\" on the product page are eligible.○ Duty-free liquor and wines are not available for home delivery due to customs andduties restrictions.○ Some items are only available for local delivery in Singapore.● Additional Fees○ Prices shown do not include delivery charges.○ Within Singapore: Items are subject to prevailing Goods & Services Tax (GST).Re-delivery fees may apply.○ Overseas: Applicable customs/import duties and postal clearance will be included atcheckout, unless stated otherwise. Delivery of electronic goods to Malaysia requiresa separate SIRIM permit fee.● Customs/Import Duty for Overseas Delivery
○ Applicable duties and taxes are included at checkout, unless otherwise stated.○ If collected by KrisShop, no additional amount is due (except for the Malaysia SIRIMpermit).○ If ‘Borne on arrival’ is indicated, the customer must pay duties and taxes directly tocustoms/courier upon arrival.● Unsuccessful Delivery (within Singapore)○ Re-delivery fees apply for unsuccessful attempts:■ S$6 (inclusive of GST) after 2 unsuccessful standard delivery attempts.■ S$15 (inclusive of GST) after 1 unsuccessful express delivery attempt.● Self-Collection: Currently, there is no self-collection option.KrisShopper Loyalty Programme● Sign Up○ Available to anyone with a valid KrisFlyer membership.○ Log in to KrisShop.com and opt-in via the pop-up, OR log in to your KrisFlyer accounton singaporeair.com and click \"Link account\" in the KrisShop section.○ If you are not a KrisFlyer member, you can sign up for both programs.● Enrolment Fee: None; it is complimentary.● Membership Expiry: It is tied to your KrisFlyer account and will not expire as long asyour KrisFlyer membership is active.● Benefits: Enjoy a higher KrisFlyer mile earn rate and exclusive shopping privileges(member-only deals, first dibs on new arrivals) depending on the tier.● Tiers and Qualifying Spend○ There are 4 tiers: Member, Insider, Icon, and Ambassador.Tier Qualifying Spend(S$)KrisFlyer MilesEarn Rate(Miles/S$1)KrisPay Miles EarnRate (Miles/S$2)Member - 2 4Insider 5,000 2.5 5Icon 10,000 3 6Ambassador 15,000 4 8○ Qualifying Spend is the final amount paid by credit/debit card on KrisShop.com,
KrisShop on Kris+ mobile app, and KrisShop on KrisWorld, after applying discounts,miles, and vouchers.○ Exclusions: Qualifying spend excludes GST, duties/taxes, delivery charges, andpurchases made before enrollment.● Shopping via Kris+○ You earn KrisPay miles based on your tier, which are earned instantly and can betransferred to your KrisFlyer account (1:1 ratio) within 7 days.○ KrisPay miles are calculated based on every S$2 spent.○ For the full suite of KrisShopper benefits, shop on KrisShop.com.● KrisFlyer Miles Credit Time: Allow up to 5 business days after purchase onKrisShop.com for miles to be credited.● Tier Upgrade and Validity○ Upgrade occurs when you reach the minimum qualifying spend, typically within 5business days.○ The upgraded tier status is valid for 1 year from the qualifying date.● Tier Downgrade: If the qualifying spend for your tier is not met by the end of the tiervalidity period, you will be downgraded based on your spend during that period.Earning and Redeeming KrisFlyer Miles● Earning Miles○ Earn on purchases made on KrisShop.com, KrisShop on KrisWorld, and inflightpurchases on Singapore Airlines.○ KrisShopper: Earn 2 to 4 KrisFlyer miles for every S$1 spent.○ Non-KrisShopper: Earn 1.5 KrisFlyer miles for every S$1 spent.○ Miles are only earned on the nett amount paid with a credit or debit card, excludingdelivery charges, taxes, duties, and postal clearance.○ If miles are used for part payment, you only earn miles on the portion paid bycredit/debit card.○ Miles are credited within 5 business days of the transaction.● Redeeming Miles○ Redemption is only available online on KrisShop.com, not for inflight purchases.○ Minimum redemption: 1,000 KrisFlyer miles per transaction.○ Redemption Rate: 100 KrisFlyer miles is equivalent to S$1 spend (subject tochange).○ Miles can be used to offset purchases, excluding applicable customs/import dutiesand postal clearance paid by the customer on arrival.○ Miles used for purchases are non-refundable.○ Vouchers (Singapore Airlines and KrisShop eVouchers, eligible PPS Club giftvouchers) can be used together with KrisFlyer miles redemption.○ Check your latest miles balance on singaporeair.com.● Miles Redemption/Usage Support: Contact KrisFlyer Membership Services for
queries relating to KrisFlyer miles usage. Contact KrisShop for purchase orproduct-related queries.PPS Club Privileges● Benefits○ A complimentary upgrade to KrisShopper Ambassador upon signing up forKrisShopper.○ 10% off regular-priced items with no minimum spend (subject to brand exclusionsand ongoing promotions).○ Discount is reflected at checkout after logging in with your KrisFlyer account.● PPS Club Vouchers: Eligible gift vouchers are accepted only on KrisShop.com and areapplied at checkout under \"Vouchers and Promotion Codes.\" Multiple vouchers may beused in a single transaction.Gifting & Engraving● Gift Wrapping Service (S$4.50 per order)○ Includes gift-wrapping of items within the order and a personalized message card(limit of 600 characters).○ All items (excluding KrisShop Living products) in the same transaction will begift-wrapped together. Wine(s) may be wrapped separately.○ Not applicable for international delivery.○ No changes or cancellations are allowed after the order is submitted.○ The cost of the gift-wrapping service is non-refundable upon return.○ Hardcopy invoices are not provided; an e-invoice is sent to the email used for theorder.● Engraving Service (Currently complimentary)○ Allows personalization of selected items with a short message, initials, or a specialdate.○ Requires up to 3 additional working days on top of standard delivery lead time.○ Available for selected items and for local standard delivery within Singapore only.○ Product warranty (if applicable) will be void for engraved products.○ No changes or cancellations are allowed after the order is submitted.○ Engraved items are not eligible for exchange or refund.KrisShop e-Gift Card● Description: Digital vouchers purchased on KrisShop.com and sent via email to therecipient.● Validity: Valid for 1 year from the date of issuance and can only be used onKrisShop.com.
● Fees: No additional fees; you are only charged the card amount. GST is not applicable forthe purchase.● Denominations: Available in S$50, S$75, and S$100. The value cannot be changed afterpurchase.● Miles: You may earn KrisFlyer miles for the purchase, but miles redemption is notavailable for purchasing the e-Gift Card.● Usage: Applied at checkout under \"Voucher and Promotion Codes.\"○ Can be used for multiple transactions until the value is depleted or it expires.○ Multiple e-Gift Cards can be used in a single transaction.● Expiry: Unused balance at expiry is non-refundable, non-renewable, non-exchangeable,and non-transferable. No extension of the expiry date.● Bulk Purchase: Contact the Customer Experience team for bulk purchases.Returns & Cancellations● Non-Returnable/Non-Exchangeable Items (if opened): Liquids, gels, food products,pillows, bedsheets, and apparel (including shoes).● Always Non-Returnable/Non-Exchangeable: Made to Order products, alcohol (due togovernment regulations), all purchases using any form of vouchers and KrisFlyer miles,and products from specific excluded brands (e.g., Apple, Samsung, Sony, Breitling, etc.).● Defective/Damaged Items:○ Email the Customer Experience team with your return request and reason.○ Upon confirmation, you will be directed to an authorized service center or asked toreturn the item by registered post to KrisShop in original condition/packaging withproof of purchase within 30 days of delivery.○ Shipping and handling are at the customer's expense, except for returns of defectiveitems.○ Upon receipt, the cost of the item will be exchanged or refunded to the originalpayment credit card.● Order Cancellation○ You may cancel an order before it is delivered by emailing KrisShop.○ Cancellation is subject to the following fees (inclusive of GST):■ Before order is dispatched: Waived■ After order has been dispatched (local delivery): S$10■ After order has been dispatched (overseas delivery): S$50Liquids, Aerosols and Gels (LAG) Restrictions● General Rules○ LAG restrictions apply to all carriage in hand-carry luggage on flights departing fromaffected airports, including KrisShop inflight or pre-order purchases.○ All LAG purchases must be placed in sealed tamper-evident bags, with receipts
clearly displayed inside.○ Without a tamper-evident bag, LAG items in hand-carry luggage may be confiscated.● LAG Items: Items in the categories of Fragrances, Cosmetics (except makeup palettes),and Liquor/Wine are classified as LAG items (e.g., perfumes, skincare products, mascara,lip gloss).● Bags and Items○ Passengers may bring more than one sealed tamper-evident bag onboard.○ More than one LAG item may be placed in the same bag, but the receipt must beclearly displayed.○ LAG items do not need to be removed from their packaging.● Transit/Transfer Notes○ 2-sector flight with transit: Your purchase (if containing LAG items) will be handedto you on the second sector of your flight.○ Connecting Flights: If your purchase contains LAG items, check that yourconnecting station permits their carriage. You can contact KrisShop for items to bepacked in a tamper-evident bag with proof of receipt.○ Inflight Sales: Tamper-evident bags are available for transit/transfer passengerspurchasing LAG items; ask the cabin crew.● LAG Confiscation: KrisShop will not provide any refund for LAG items confiscated atLAG-affected airports.● Transiting/Transferring Airport Procedures○ Stations where LAG items are not permitted: You are advised to purchase suchitems only on the last sector of your travel (e.g., Moscow, Beijing, Jakarta, Sydney,Cape Town).○ Stations where LAG items are to be checked in: You will be required to check inyour LAG items purchased onboard before proceeding to your connecting gate (e.g.,Houston, Los Angeles, New York).○ Stations where LAG items are to be sealed in a tamper-evident bag: You mustrequest a KrisShop tamper-evident bag with proof of purchase when making LAGpurchases (e.g., Amsterdam, Hong Kong, Bangkok, Singapore, Dubai).? Delivery and Returns SummaryDelivery OptionsKrisShop offers two main ways to receive your purchases: inflight delivery or home delivery.The available option for any item is indicated on its respective product page.Inflight Delivery (Pre-order to Flight)● Availability: Eligible Singapore Airlines and Scoot flights.● Charges: Free delivery for all pre-order to flight orders.● Collection: Present your boarding pass or the KrisShop e-invoice to the cabin crew on
board.Home DeliveryKrisShop provides both local (Singapore) and overseas delivery.Delivery Type Spending Delivery Fees(Local Singapore)Delivery TimeStandard(ExcludingKrisShop Livingitems)Nett purchasebelow S$75S$6 per trip 3–5 working daysNett purchase S$75and aboveFree 3–5 working daysSame Day/NextDay (Excludingpre-order andKrisShop Livingitems)No minimumspendingS$12 per trip Varies based ontime of order (e.g.,order by 3 pm onweekdays forsame-day deliveryby 9 pm).Standard forKrisShop Livingitems onlyNo minimumspendingFree 7–10 working days● Taxes and Duties:○ Local Delivery: GST is applicable to all items delivered to local addresses inSingapore.○ Overseas Delivery: Applicable customs/import duties and postal clearance will beincluded at checkout, unless 'Borne on arrival' is indicated (in which case thecustomer pays the duties/taxes directly upon arrival).● Unsuccessful Delivery: Re-delivery fees apply for unsuccessful attempts withinSingapore:○ S$6 (inclusive of GST) after 2 unsuccessful standard delivery attempts.○ S$15 (inclusive of GST) after 1 unsuccessful express delivery attempt.● Self-Collection: There is currently no self-collection option.Returns and Cancellations
Non-Refundable/Non-Exchangeable Items● Purchases using any form of vouchers or KrisFlyer miles.● Made to Order products.● Alcohol (due to government regulations).● Liquids, gels, food products, pillows, bedsheets, and apparel (including shoes) if theyhave been opened.● Engraved items are not eligible for exchange or refund.● Products from specific brands (e.g., Apple, Samsung, Sony, Osim, Hegen).Return Process (General)● Contact Customer Experience at [email protected] for your returnrequest, detailing the reason for the return.● For defective products, you must return the item by registered post in its originalcondition and packaging, accompanied by proof of purchase, within 14 days from thedate of delivery (for most customers). For defective items purchased usingmiles/vouchers, only an exchange is permitted.● Upon confirmation, you will either be directed to an authorised service centre orrequested to return the item to KrisShop's designated address.● Shipping and handling costs are at the expense of the customer, except for returns ofdefective items.● Upon receipt, KrisShop will either exchange the product or refund the cost of the item tothe same payment method used.Order CancellationYou may cancel your order before your purchases are delivered to you by [email protected] Request Cancellation Fees (inclusive of GST)Before order is dispatched WaivedAfter order has been dispatched (localdelivery)S$10After order has been dispatched (overseasdelivery)S$50