Online Store Ordering Information & Terms

Placing an Order

1. Your order is subject to acceptance by us and may be refused for any reason, including credit concerns, unusual volumes, or delivery addresses.
2. For confirmed orders, we will notify you of our acceptance through an order confirmation sent to the email address provided by you. For unconfirmed orders, we will notify you by call or email.
3. All charges, including delivery fees, are denominated in Singapore currency (SGD).
4. We reserve the right to obtain validation of your payment details before delivering the order to you.
5. Secure payment methods include PayPal or credit card.
6. You are responsible for reading our Terms and Conditions each time before you submit your order. By continuing with the order submission, you have agreed to the acceptance of these Terms and Conditions.

Shipping

Our shipping partner is Ninjavan.

Shipping within Singapore is a flat rate of $10.00, unless otherwise specified.

Orders are picked up twice a week, every Tuesday and Thursday.

We aim to deliver within 3-5 working days from the date of order, unless otherwise specified.

Deliveries are made from Monday to Saturday from 8am to 10pm. We are unable to accommodate specific day delivery or timings.

You are reminded to provide accurate shipping details when placing your order, including block number, unit number, postal code etc. Your shipping details are sent to Ninjavan "as is", meaning we do not check for errors. Failure to provide a correct shipping address may result in delays and failed delivery. Please double-check your email address and phone number, as Ninjavan uses these details to communicate the status of your delivery.

Note that there are 3 delivery attempts in total. If you are not available to receive the parcel the first time, Ninjavan will try to deliver again 2 more times before returning the parcel to us.

General Shipping Info

1. We always aim to deliver your order as close as possible within the estimated delivery dates, but we cannot guarantee exact delivery dates or timing.
2. We shall aim to let you know if we are unable to meet the estimated delivery date, and we shall not be liable to you for any losses, costs, damages, charges or expenses arising out of late delivery. Please note that all communications pertaining to these matters are exclusively conducted via email.
3. We only deliver to one delivery address per order. Any redirection of address will be subjected to an additional re-routing delivery fee for Singapore orders. We are not responsible for delivery to an incorrect or non-existent delivery address provided for by you in the order.
4. On delivery of your order, you may be required to sign and acknowledge receipt of the delivery. You are also required to check the order item(s) immediately upon delivery, and contact us for any damage cases. Our Customer Service team will advise you accordingly on the next course of action.

Payment Terms

All prices shown are in Singapore Dollars (SGD) and inclusive of 9% GST.

Secure online payment by PayPal or credit card

Do You Store My Credit Card Information?

We do not store or maintain your credit card information. Only the last four digits of your credit card numbers are revealed when confirming an order. We use Stripe for credit card processing, one of the most secure and reputable payment processors available.

Do I need a PayPal account to pay for my purchase?

No, all you need is any Debit/Credit card supported by PayPal.

How do I know if my payment via PayPal went through successfully?

Upon successful payment, you will receive a confirmation email from PayPal and The Rosehip Specialists™ Pte Ltd.
 

Damaged/Wrong/Expired Item(s)

1. We will try our best to ensure the order item(s) are delivered undamaged. However, if you inform us that the order item(s) has been delivered to you in a damaged condition, or if wrong/expired item(s) have been delivered, we will need your prompt action to provide certain information regarding the item(s) within two (2) working days from the delivery date, including:

   • Photos of the damaged/wrong/expired item(s)
   • Name and order number 
     

2. If the item(s) has proven to be damaged/wrong/expired due to negligence on our end, we will collect the item(s) from you, do a one-for-one exchange, and deliver the item(s) to your location. There will strictly be no refund, unless the item(s) is not available or has been discontinued.

For damaged/wrong/expired Item issues, please email info@therosehipspecialists.com.sg.
 

Order Cancellation by Us

1. We reserve the right to cancel any order in the event that the item(s) is unavailable, discontinued, or at our sole discretion. In such instances, we will notify you and process the refund accordingly.
2. In instances involving refunds, we will reimburse the funds through the same payment method that you initially used to purchase the item(s).
    
   

Order Cancellation by Customer

1. Contact info@therosehipspecialists.com.sg for order cancellations.
2. Orders cannot be cancelled once dispatched for delivery.

IMPORTANT Please note that if you place a duplicate order by mistake and request a refund, a refund will be made less processing fee which is 3.4% of the order amount + 50¢. For example if your order is $200, the refund to you would be $192.70 (less processing fee $7.30).