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Frequently Asked Questions (FAQ)

BEFORE SHOPPING

1) Do I have to register with www.oceanparadise.com.sg to place an order?

Yes, you have to register an account with us to place an order. This allows you to:-

  • track order statuses
  • save time by not having to re-enter your personal information when making future orders

Click here to register as a newsletter subscriber.


2) What can I see in My Account?

The My Account page is a private page where you can check these information,

  • Your order details
  • Your order history
  • Your preference in receiving communications about news and promotions
  • Your other account settings

It is accessible only after you log in.


3) What should I do if I forgot my password?

Go to this page, key in your email and click ‘Forgot Password’
You will receive an email at your registered email for the next steps which will take you to reset your password.


4) Why is my phone number required?

A contact phone number is required by most shipping couriers. We will only use this information to notify you about your order and delivery.


5) How do I change or update my personal details?

After you sign in, you will see your account details and a summary of the orders you have placed with us. You may edit your details here.



ORDERS

1) How can I make a purchase?

Shopping in Ocean Paradise is easy: 

  • Choose the items you like by selecting the style, colour and its size in the Shopping pages
  • To change item quantity, key in the desired number of units in the "Quantity" field just above “Add to Cart” and then click “Add to Cart”
  • Review the items in your bag by clicking on the "Shopping Cart" icon located at the top right of the page. Please check the style, colour and size
  • Click on "Checkout" and fill in your delivery and billing information
  • Review your order and total amount before completing your payment

 

2) How long does it take to confirm my order?

Once you have completed the checkout process and we have successfully received your order, you will receive an order confirmation via email. If any item is out of stock, you will receive an email from us.


3) Can I amend my order after it has been confirmed and paid for?

If you have changed your mind and wish to amend your order, please contact us as soon as possible via ‘Contact Us’. Kindly quote your Order Number. If your order has already been dispatched from the warehouse, we apologise that we will NOT BE ABLE to amend it.


4) 
Can I cancel my order?

If you have changed your mind and wish to cancel your order, please contact us as soon as possible via ‘Contact Us’. Kindly quote your Order Number. If your order has already been dispatched from the warehouse, we apologise that we will NOT BE ABLE to cancel it.

If you would like to cancel your order due to defects, please refer to our ‘Returns & Exchanges’ section. Kindly contact us here and we will make arrangements to have the goods returned, replaced and/or cancelled.


5) Do you restock items that are sold out?

We do restock items that are in demand and you will be able to shop for them when they are back in stock. Please contact us for more information.


6) How do I know what size to choose?

Our product line-up consists of brands that come from all over the world. 

Check the size chart image in each product page or refer Fitting Guide for their dimensions. If you would like assistance with selecting your sizes, please contact us.


7) What and Where is my Order Number?

It is a unique number and identifies your order to us. The Order Number begins with ‘EC’ and is followed by a series of numbers. This can be retrieved in the following ways:

  • In your order confirmation email
  • When you log into your Account online 


8) Do you provide gift wrapping service?

Yes, we will try our best to help you.



PAYMENT

1) What kind of payment methods do you accept?

We accept payments through credit and debit cards from Amex, MasterCard and Visa through Shopify Payments as well as Paypal.


2) What should I do if my payment is declined?

If payment is declined, you will receive a ‘payment declined’ message immediately. In such cases, you will be able to enter a new card number. You may also contact your bank or credit card company for clarification on the card that was declined.


3) When is my credit card charged?

Your credit card will be charged once your payment has been successfully made on check-out. 

 

 

DELIVERY

1) Is there a minimum order amount for free delivery?

Yes, S$100 for free local delivery.


2) How long does it take for my order to arrive?

For orders to a Singapore address, it typically takes 3 to 5 business days after we receive your order. For international orders, it may take up to 14 business days once the goods are shipped from our warehouse.
*Please take note due to COVID-19, International oredrs may take up to 2 to 4 weeks instead of 14 business days.

3) Do you ship internationally?

Yes, we ship internationally. Some products are regulated in your country, so we will check before proceed the order. (Example: suncreen, liquid product, etc.)


4) Can I collect my orders directly at your stores?

Yes, you can visit any of our stores to collect your online order(s). Just select the option 'Pick up @ store name' during check out of the order. There will be no shipping charge for self-collection. We will deliver the order to the pick-up location on our next delivery day (Monday, Wednesday and Friday).

The store addresses can be found here.


5) What should I do if my order does not arrive on the mentioned delivery date?


In our Shipping Advice email, you will see a tracking number and portal URL where you can see the delivery status of your order. 


6) Will I get charged for re-delivery if I was not available when the parcel was to be received the first time?

Yes, after 3 failed deliveries, the next one(s) will be chargeable.


7) How can I find out the status of my order?

Use the tracking number and check in the delivery portal provided in our Shipping Advice which was sent via email to you.


8) How can I track my parcel?

After the items have been dispatched from our warehouse, you will receive a tracking number via email. 


8) How about if i would like an urgent delivery?

Please contact us and we will try our best.



RETURNS AND EXCHANGES

1) What happens if I am unhappy with the product and I want to exchange for something else?

We would very much like that you are happy with your purchase. We accept the return of items for these reasons: size or fit, or if what you received and what you saw online was different. For such items that you return for reasons that are not related to product defects or incorrect items, you are entitled to a refund within 30 days of receipt should it meet the returns requirements below:

  • It is a regular-priced item
  • It is in original condition - unworn (swimwear) and unwashed
  • Product tags and labels are intact
  • Product packaging, manuals, hygiene tag, any accessories, free gifts are included
  • The invoice is included
  • A completed Return Form (downloaded here) is included



2) 
How do I initiate a returns process?

Please follow the steps outlined here.


3) How long does it take to process my refund for returned items?

Once the product has been received by us and has passed our quality inspection, we will refund the amount within 3 working days. A refund notice will be sent to your registered email once the refund has been entered. The eventual date when the amount gets credited to your account will depend on your bank’s policy and payment method used.


4) Can I return the items which I purchased online to the Ocean Paradise stores?

Yes, we offer drop off in our store or post via trackable mode to our EC Team. You may select one of our stores to drop off your return item. Please understand that the inventory in our physical stores and online stores are separate so it may not be possible do the exchange on the spot or move the inventory across these store categories even if they are available.



5) Can I return an order for exchange instead of getting a refund?

We DO NOT do exchanges of items purchased on our Ocean Paradise online store. Please complete the Returns process above and repurchase your desired item.


6) What happens if the item I received was defective or incorrect?

We are indeed embarrassed and sorry if this happens. We will endeavour to send you a replacement for the item in the shortest time possible so long as we have the same item in our inventory. If we do not have a replacement item, we will provide you with a refund for the item.

Please understand that the inventory in our physical stores and online stores are separate so it may not be possible to move the inventory across these store categories even if they are available.

For Defective or Wrong Item, please contact us here and we will make arrangements to have the goods returned and replaced.