General Enquiries

1. Why shop on Frasers eStore?
Welcome to Frasers eStore! Experience a curated shopping experience where you can shop your favourite brands from the Malls of Frasers Property, anytime, anywhere. The wide variety of products and stores on Frasers eStore have been specially curated to accommodate customers who prefer to shop online. FRx members can access Frasers eStore on the FRx app or at www.FraserseStore.com.
2. Do you hold sales and promotions on Frasers eStore?
Yes! Check Frasers eStore regularly and/or register as a Frasers Experience (FRx) member to receive the latest deals and promotions. You can do this via the:

FRx mobile application:

1. Download the FRx app via the App Store (iOS) or Google Play Store (Android).
2. Tap on Join Now in the app to create an account.
3. Key in your mobile number to receive the OTP verification.
4. Upon verification, complete your profile and select your preferred options during registration to receive promotions via electronic direct mailers, SMS, and in-app notifications.

Frasers eStore website:

1. Click on Join Now on the top right corner to create an account.
2. Key in your mobile number to receive the OTP verification.
3. Upon verification, complete your profile and select your preferred options during registration to receive promotions via electronic direct mailers, SMS, and in-app notifications.
3. Do I need to be a FRx member to shop on Frasers eStore?
You'll need to be a FRx member to check out items in your shopping bag on Frasers eStore. Non-members may only browse stores and products.
4. Do I earn FRx Points when I shop on Frasers eStore?
Yes. Just like shopping at the Malls of Frasers Property, FRx members will automatically earn FRx Points for all purchases made on Frasers eStore with a minimum spend of $10.
5. I need more information or help with my order - how do I contact customer service?
We recommend checking out the ORDER HELP section within Frasers eStore, which can be found on the side menu bar within the FRx app or profile section on www.FraserseStore.com. You may also explore the FAQ section: General Enquiries, Orders, Delivery, Self-Collection or Technical. If you'd like to contact us directly, email us at help@frasersestore.com
6. What do you do with the personal details and billing information I submit on Frasers eStore?
We strictly use the information you submit for the sole purpose of fulfilling your order. If you've opted to receive our latest promotions and updates, we'll send you marketing information via your preferred contact method.

Orders

7. How do I place an order on Frasers eStore?
Like you, we're fans of simplicity and efficiency! Experience a quick and streamlined ordering process. Simply:

1. Browse your item and tap Add to Bag.
2. Confirm the items in your Shopping Bag before checking out.
3. Finish your check out by confirming your personal details and selecting self-collection or delivery.
4. Key in your payment information to complete the checkout process.
8. What order fulfilment options are available?
Delivery. This is handled by our logistics partner, Ninja Van, or the store's own logistics. If you order from multiple stores, Ninja Van will attempt to bundle all the orders (where possible) before sending them to you in a single delivery. On occasion, you may receive your order in multiple deliveries.

Self-Collection. You can opt to collect the item yourself. If you order from multiple stores, you may collect from self-collection points at various locations of the respective stores. Please check the My Orders tab in the side menu on the FRx app or profile section on www.FraserseStore.com. for details.
9. Will I receive an email confirmation after placing my order?
Yes, we'll send you an email to acknowledge that we've received your order. Note that this does not mean your order has been confirmed.

Once your order is confirmed, we'll send you an Order Confirmation email.

On the off chance that some stores are not able to fulfil your order request, you'll only receive an Order Confirmation email for orders that have been accepted. We'll notify you of any unfulfilled orders by email and a refund will be processed accordingly within 15 working days.
10. What payment modes are available?
We accept credit cards, including Visa, Mastercard and GrabPay. More payment options will be available soon.
11. Can I change or cancel my order?
No, we are not able to change or cancel order(s) once they're received. If you'd like to return or exchange the item(s) due to defects upon arrival, please refer to the next question below.
12. What should I do if the products I ordered are damaged, missing or defective?
Please inform us of any issues you experience by dropping us an email at help@frasersestore.com. We will investigate the matter immediately and provide you with the necessary support.

For damages due to transport of goods, please include photos of the damaged item(s) and physical packaging.

For defective product(s), please do not discard the boxes as we will require the product to be returned with its original packaging in person to the specific stores for exchange or refund depending on the store's policies.
13. I don't see my question here, how do I contact you?
You can email us at help@frasersestore.com.

Delivery

14. How long do you take to process orders and deliver?
Our stores process your orders and confirm them on the same business day, where possible. Our logistics partner, Ninja Van, will deliver your order within 3 to 7 working days, after the order is confirmed. Ninja Van will send you an SMS on the day of delivery to notify you of your order status.

Please take note that deliveries are only scheduled during the week from Mondays to Saturdays, excluding public holidays.
15. How can I track my order?
Leave your order tracking to us! When your order status progresses to the next stage, we'll save you time in tracking your orders by sending you status notifications via email and on the FRx app. You can also check the My Orders tab in the side menu on the FRx app or profile section on www.FraserseStore.com
16. What do all the delivery order statuses mean?
Order Received - The store has received your order(s) and is pending confirmation.

Order Confirmed - Your order(s) have been accepted and is being prepared for delivery.

Order Partially Confirmed - Only some of your order(s) have been accepted and are being prepared.

Order Declined - Your order(s) have not been accepted due to reasons such as stock unavailability.

Order in Transit - Ninja Van has picked up your order(s) from the store(s).

Order Delivered - The order(s) have been successfully delivered to you.
17. What if I don't receive my order in time or receive the wrong item?
Please inform us of any issue(s) you might experience with the delivery or order by sending us a report on our Contact Form in-app or via help@frasersestore.com. We will investigate the matter immediately and provide you with the necessary support.

During festive occasions and public holidays, please allow 2 - 3 more days for Ninja Van to deliver your orders.
18. Do you ship internationally?
No, we only deliver island-wide within Singapore.
19. What happens if there is no one present to receive the goods when Ninja Van delivers my order?
Ninja Van will make one additional attempt to deliver your order. However, goods will be returned to the specific stores if both delivery attempts have been unsuccessful. Please contact us immediately at help@frasersestore.com so we may assist to make alternative arrangements.
20. I don't see my question here, how do I contact you?
You can email us at help@frasersestore.com.

Self-Collection

21. How long do you take to process and confirm orders for self-collection?
Our stores process your orders and confirm them on the same business day, where possible. You may collect your orders within 7 days of receiving a notification via email, and on the FRx app, to visit the specific stores for collection.

Kindly present your order confirmation email's QR Code at the point of collection. Stores can only release your order when the order confirmation email is presented.
22. How can I track my order?
Leave your order tracking to us! When your order status progresses to the next stage, we'll save you time in tracking your orders by sending you notifications via email and the FRx app

Once your order is ready, your order status will change to Order Ready for Collection.

When you collect your order, a final notification will be sent indicating Order Completed or Items Collected, depending on whether your entire order has been fulfilled.
23. What do all the self-collection order statuses mean?
Order Received - The store has received your order and is responding.

Order Confirmed - Your order(s) have all been accepted and are being prepared.

Order Partially Confirmed - Only some of your order(s) have been accepted and are being prepared.

Order Declined - Your order(s) have not been accepted due to reasons such as stock unavailability.

Order Ready for Collection - Our store(s) are ready to hand your order(s) to you when you come by for self-collection.

Order Completed - Your entire order has been successfully collected.

Items Collected - Some of the item(s) in your order have been collected.
24. What if I don't receive the notification to collect my order or the item to be collected is wrong?
Please inform us of any issue(s) you might experience with the self-collection or order by sending us a report on our Contact Form in-app or via help@frasersestore.com. We will investigate the matter immediately and provide you with the necessary support.
25. Can I ask someone else to collect an order for me?
Of course! As long as they have your order confirmation email for verification, they may collect the order(s) on your behalf.
27. Where are the self-collection locations?
Products on Frasers eStore are sold by our stores from specific locations within the Malls of Frasers Property. All self-collection point(s) will also be specified in the product page of the respective store(s) you made the purchase(s) from. Please ensure you are aware of the stores' locations for self-collection when checking out the item(s).
28. How much time is given for me to pick up my order from the store once I receive confirmation?
Once you have received your order confirmation to self-collect via email, you should pick up your order(s) within the next 7 days at the respective store(s).
29. Can I select a different location to collect my orders?
Not currently. Kindly refer to the respective stores' locations before confirming your order(s) for self-collection.
30. I don't see my question here, how do I contact you?
You can email us at help@frasersestore.com.

Technical

31. The items I selected aren't in my shopping bag, what do I do?
Please ensure you've added these items to the bag by selecting them and tapping Add to Bag. If you still encounter an error, please inform us by sending your feedback using our Contact Form in-app or email us at help@frasersestore.com.
32. I checked out my item(s), but I think there's an error. What can I do?
Please inform us about the error via our Contact Form in-app or email us at help@frasersestore.com.
33. Help! There's something preventing me from placing an order or viewing Frasers eStore properly.
Please ensure that Frasers eStore is not added to any blacklist or website blocker on your browser or mobile settings as this may restrict you from full access to Frasers eStore. If you continue to encounter errors while using Frasers eStore, please inform us by sending us your feedback through our Contact Form in-app or via help@frasersestore.com.
34. Frasers eStore crashed as I was browsing/shopping. What should I do?
Kindly make sure your app or browser is updated to the latest version. If you still encounter errors, please inform us through our Contact Form in-app or via help@frasersestore.com.
35. I don't see my question here, how do I contact you?
You can email us at help@frasersestore.com.