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:

  1. Click on 'Create Account'
  2. 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.

Payment

What currency are the prices displayed in?
All prices are stated in Singapore Dollars (SGD) and are all inclusive of the prevailing GST charge.

What payment methods do you accept?
We accept Visa, Mastercard and AMEX or you can pay via your PayPal account.

Do I need a PayPal account in order to purchase items?
No, you can pay by credit cards without having a PayPal account. When you are redirected to the PayPal payment page, you will be presented with two options:

  1. Pay as a guest with your credit card (shown on the lower right hand side of page), or
  2. Log in to your existing PayPal account to complete the purchase.

Is it safe to use my credit card to purchase products?
Absolutely. We do not collect your credit card information. Your financial information is collected by PayPal on our behalf.
Click here to find out more about PayPal’s security policy.

Shipping

Where do you ship to?
At the moment, we only ship regionally. We currently ship to Singapore, Malaysia, Hong Kong, Indonesia, Taiwan, Thailand, Philippines, China, Australia, New Zealand and Vietnam.

How much do you charge for shipping?
For all Singapore orders, shipping is free! For other countries, shipping charges including import taxes, duties and custom fees will be tabulated at check out for a fuss free transaction.

How many days will shipping take?
Shipping within Singapore may take up to 3 business days and during peak periods, shipping may take up to 5-8 business days.
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?
It is usually not possible for us to make any changes once it enters our system. This includes not being able to change the items ordered 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?
We will 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:

  1. Item must be in their original purchase condition. All packaging must be unmarked and not defaced in any manner.
  2. This return policy does not apply to items which have been stated as non-exchangeable and non-refundable.
All returns will be reviewed first by  ést.lab and we reserve the right to perform remedies including:
  1. Replacing the product with a new item of the same original order.
  2. If the item ordered is out of stock, we will give you a full refund in credit for use on estlab.shop

How do I return an item?
For all return requests, please email us at enquiry@estlab.shop with your contact details, Order ID and the reason for return. We will be in touch with you to process your request.

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.