FAQs
General Enquiries
Do I have to create an account before placing an order?
You have the option of creating an account to facilitate future purchases as all required details and purchase history will be linked to your account once you log in. You may also proceed to checkout as a Guest for your convenience.
How do I create an account?
Follow these 2 simple steps to create an account:
- Click on 'Create Account'
- Fill in your particulars and click 'Register'
I can’t login to my account. What should I do?
You may have entered an incorrect email address or password. Please check and try again.
I have forgotten my password. What should I do?
Simply click on ‘Forgot Your Password?’ and a new password will be sent to you. Login with the new password given and change to a new password in your account settings.
How do I claim and utilise my loyalty points?
Please click here for a step-by-step guide on how to redeem your loyalty points for use.
Payment
What currency are the prices displayed in?
All prices are stated in Singapore Dollars (SGD).
What payment methods do you accept?
We accept Visa, Mastercard and AMEX, PayNow, GrabPay or installment payments with Atome and PayLater by Grab.
Is it safe to use my credit card to purchase products?
Absolutely. We do not collect your credit card information.
Can I pay in installments?
Yes, we provide interest-free installment payments through Atome and PayLater by Grab.
Shipping
Where do you ship to?
We ship locally and internationally.
How much do you charge for shipping?
For all Singapore orders, shipping is free for orders SGD 50 and above! For orders below SGD 50, we charge a standard fee of SGD 5. For other countries, shipping charges excluding import taxes, duties and custom fees will be tabulated at checkout. Import taxes, duties and custom fees, if any, will be collected upon delivery and will be the responsibility of the recipient.
How many days will shipping take?
Shipping within Singapore may take up to 3-5 business days and during peak periods, shipping may take up to 8-10 business days. Kindly expect some slight delays in shipping, subject to our courier partner's delivery schedule.
For shipping to other countries, estimated shipping time would be displayed once you have chosen your delivery option.
Am I able to track an order?
For Singapore orders, an email will be sent to inform you of the expected delivery date, once it is dispatched. If you have not received your order by the delivery date, drop us an email at enquiry@estlab.shop and we will check the delivery status for you.
For other countries, you can track your order from your selected shipping courier's website
What if I am not around when my parcel arrives?
Our delivery partner will inform you in advance prior to your parcel delivery date and time. Please kindly ensure someone is around to receive your parcel. Additional charges may be incurred for subsequent re-deliveries.
Orders
How do I know if my order has gone through?
You will receive an email confirmation with the order number upon successful transaction. Please also check your junk folder just in case it gets redirected there. If payment has been processed but you did not receive any email confirmation, you can contact us at enquiry@estlab.shop.
How can I change my order after it has been placed?
All orders are finalised and it is not possible to amend orders once it enters our system. This includes not being able to change the items ordered, application of promo codes and the delivery address. Therefore, before you process your payment, please do a quick check to ensure everything is correct and to your satisfaction, and of course, you can always reach us at enquiry@estlab.shop for assistance.
Can I cancel my order?
As your order is processed immediately, you will not be able to cancel your order once you have confirmed payment.
Returns & Exchanges
What is the return and exchange policy?
All orders are final and we will only do a 1-to-1 exchange if we have verified that incorrect items have been shipped or if your item is defective. We have a 7-day return policy upon receipt of order by the customer, subject to the following terms and conditions:
- Item must be in their original purchase condition. All packaging must be unmarked and not defaced in any manner; otherwise the item will be considered unfit for re-sale and will not be accepted for an exchange or refund.
- This return policy applies only on items that have been shipped incorrectly or is defective.
- Items purchased during a sale, preorders or using a promotion code or rewards points are not eligible for returns and exchanges.
- Replacing the product with a new item of the same original order.
- If the item ordered is out of stock, we will give you a full refund in credit for use on estlab.shop
| Case | Return Period | Options |
|---|---|---|
| Incorrect items delivered | 7 days upon receiving the item | Exchange in-store |
| Faulty Device |
Devices are covered under 6 months warranty and limited to a maximum of one replacement during warranty period. Please refer to the device manual on warranty coverage. For the avoidance of doubt, ést.lab shall not in any way be liable under this warranty to repair, replace or refund any Product which ést.lab may, at its sole discretion, decide as being “Out of Warranty” due to breach of the warranty terms, invalidation of the warranty, expiry of the Warranty Period, or other reasons. |
Exchange in-store |
| Faulty Pumps | 7 days upon receiving the item | Exchange in-store |
Device Warranty Policy
The warranty does not apply:
1. to consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship;
2. to cosmetic damage, including but not limited to scratches, dents, discolouration and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship;
3. to damage or loss arising from or related to any act of God, accident, abuse, misuse, corrosion, unauthorised alteration or repair, or other external cause;
4. to damage arising from failure to follow instructions relating to the device’s use (eg. over-charging of batteries);
5. to defects caused by normal wear and tear or otherwise due to the normal ageing of the device;
6. if you cannot prove in any way that you are the authorised user of the device (eg. by presenting proof of purchase).
ést.lab’s decision on any matter relating to defects, workmanship or materials in relation to the device, or on any other matter arising from and/or in connection to this Warranty where ést.lab is required to make a decision in its discretion, shall be final and conclusive, and you hereby agree to abide by ést.lab’s decision.
You shall be responsible for and bear the cost of transporting the device(s) to the Estetica/ést.lab stores. You shall also be responsible for and bear the cost of collecting the device(s) from the same location after the servicing is completed.
Can I refund an item?
Safety tests have been done on all ést.lab products to ensure the safety of our products. Everyone’s skin is different and may react differently to products. We suggest that you review the ingredients list carefully before making a purchase to help you identify any sensitivities with certain ingredients. We strongly advise you to perform a skin patch test before using the product.
In the rare occurrence that you experience any reactions with our product, please email your doctor’s letter as well as photos of the affected area to enquiry@estlab.shop and our team will assist you promptly. All cases are dealt with on a case by case basis.
Where will I find my order ID?
Once you have placed an order, you will receive a confirmation email from us, which will have your order number on it. Please keep this in case you need to get in contact with us.
Rewards
What is ést.lab Rewards?
It’s our free rewards program that gives you the opportunity to earn points on all product purchases, reviews, social media shares, friend referral + more! You can then redeem these points for discount codes to offset your purchases. Join ést.lab Rewards now to get started!
Who can join?
ést.lab Rewards program is open to all customers who create an account on our site.
How do I earn points?
You must log in to your account to start earning points.
$1 spent = 10 points
Refer a friend = 2000 points (for every successful referral)
Leave a review = 500 points
Follow us on Instagram = 100 points
1000 points = $10 credit
How do I refer a friend?
To refer a friend, you can click on the “ést.lab Rewards” icon on the bottom right corner of the homepage and log in to your account. After you have logged in, you can copy and share your referral link with your friends. Your referral link will entitle them to $20 off their first purchase. Once your friends have made their first online purchase with your referral link, you will be credited with 2000 reward points for each successful referral.
Can I earn reward points if I purchase at Estetica outlets?
No. You can only earn + redeem points on www.estlab.shop.
How do I check my points balance?
To view your current points, you can click on the “ést.lab Rewards” icon on the bottom right corner of the homepage and log in to your account. Your reward points balance will be displayed on the icon after you have logged in.
How do I redeem my points?
If you have reward points in your account, you can claim your rewards after you log in to your account by clicking on the “ést.lab Rewards” icon on the bottom right corner of the homepage. After you have logged in to your account, click on Rewards and claim your rewards.
I can’t log in to my account. Can you help?
Try resetting your password by clicking on the “Forgot Your Password?” link on the log in page and we will send you an email to your registered email address with a link to update your password. If you still can’t log in, please contact us at enquiry@estlab.shop.
I referred a friend who have made a purchase with my referral link but I’ve not yet received my referral rewards. What should I do?
Kindly note that it may take up to 24 hours after your friend has made his/her purchase for the points to appear in your account. Please contact us at enquiry@estlab.shop if you are still experiencing issues and we’ll sort it out!