Frequently Asked Questions

Need some help? Here are some quick answers to some queries you may have.

Orders

  • How can I purchase online?

    Purchasing online is easy:

    • Create an account or log in to your account if you are already registered

    • Shop for items and click on ‘Add to Bag’ for the item you wish to purchase

    • To change the quantity of the item, change the number in the ‘Quantity’ dropdown

    • To review the items in your cart, click on ‘My Beauty Bag’ at the top right corner of the page

    • If you have a promo code, enter it in the Promo Code box and click on ‘Apply’.

    • Once you have reviewed your items and are ready to confirm the order, click on ‘Secure Checkout’

    • Enter your shipping and billing details and click on ‘Pay Securely’

    • Select your preferred payment method and pay

    You will receive an order confirmation shortly after you have placed your order. Your order is not confirmed until you receive an order confirmation email.

  • Can I try before I make a purchase?

    Unfortunately as an online store, we are unable to let you test or see the products physically. Do not hesitate to contact us at ask@A-DrBrand.com should you have any beauty questions.

    We advise you to look through the ingredients list carefully before making a purchase. Before you make a purchase, please note that you bear the risk that the product may not be suitable for you. If you are a first time user of any particular product, we strongly advise you to make an initial purchase of a small quantity only and to perform a skin patch test before using the product.

    For countries with the retail presence, you may wish to visit your nearest counter to test the products.

    The products available on DrGL.com are NOT medical products. No claims or representations are being made as to any medically therapeutic properties or benefits associated with the products.

  • How long does it take to confirm my order?

    After you place your order, you will receive an order confirmation email within 30 minutes to inform you that your order has been received. If you did not receive an email (please check that the email is not in your junk folder), this means that we have not received your order and no payment has been received by DrGL.com.

  • Where is my order confirmation number?

    You can find your order confirmation number in the order confirmation email. Otherwise, you may log in to your account and click on ‘My Orders’ under ‘My Account’.

  • Can I amend my order after it has been confirmed?

    We regret to inform you that once an order has been paid and confirmed, you are unable to amend your order.

  • Can I cancel my order?

    We regret to inform you that once an order has been paid and confirmed, you are unable to cancel your order. We are unable to go through orders individually as this will cause delay to all other orders.

  • What happens if an item I ordered is out of stock?

    In the rare event when an item you have ordered is out of stock, we will process a refund for this item and shipping charges (if any).

  • I am facing problems ordering, what should I do?

    We suggest restarting the browser and clearing the cache before you log onto DrGL.com. If you continue to face problems, please capture a screenshot of the page you experienced the error and send it to our customer service team at ask@A-DrBrand.com for further assistance.

Delivery

  • Where do you ship to?

    We ship worldwide to almost every destination. Some items cannot be shipped overseas due to regulations that prohibit the transport of goods that can be considered dangerous. If you face any difficulties placing an international order, please contact us at ask@A-DrBrand.com for assistance.

    All orders purchased from DrGL.com are shipped from Singapore.

  • How can I track my order?

    Singapore

    Orders placed on DrGL.com sent out through our courier partner – Roadbull. Track your order using the consignment number that was sent to you.

    International

    International orders are sent out through reputable courier partners such as DHL.

  • What are the delivery options available?

    Singapore

    Deliveries are made between Monday to Saturday from 9am – 10pm (GMT+8).

    We offer several delivery options that you can select from.

    Order Value

    Standard Delivery

    Express Delivery

    Under S$40

    S$7

    S$12

    S$40 to S$199

    Free

    S$10

    S$200 and above

    Free

    Free

    Standard Delivery: Delivery is made within 3 to 5 working days days, no time slots available

    Express Delivery: Delivery is made within 1 to 2 working days, no time slots available

    International

    Delivery charges for international destinations can be found below.

    Order Value

    Malaysia

    Brunei, Indonesia, Philippines, Vietnam, Hong Kong, Macau, Taiwan

    China, India, South Korea, Rest of South East Asia

    Japan, Australia, New Zealand

    Europe

    Canada, USA

    Sri Lanka, UAE

    Rest of the World

    Under S$100

    S$25

    S$30

    S$30

    S$35

    S$40

    S$45

    S$70

    S$75

    S$100 to $299

    S$15

    S$20

    S$20

    S$25

    S$32

    S$35

    S$60

    S$65

    S$300 to S$499

    S$10

    S$15

    S$15

    S$20

    S$25

    S$30

    S$55

    S$60

    S$500 to S$999

    Free

    S$5

    S$10

    S$10

    S$15

    S$25

    S$45

    S$55

    S$1000 and above

    Free

    Free

    Free

    Free

    Free

    Free

    S$30

    S$40

    Note: We do not deliver international orders that exceed 3kg.

    Orders placed and confirmed by 2pm (GMT+8) on weekdays will be processed on the same day. Orders placed and confirmed after 2pm (GMT+8) on Friday will be processed on the next working day. Working days refer to Mondays to Fridays and exclude Saturdays, Sundays and Public Holidays in Singapore.

    List of 2017 Public Holidays in Singapore

    1 – 2 January

    New Year’s Day

    28 – 30 January

    Lunar New Year

    14 April

    Good Friday

    1 May

    Labour Day

    10 May

    Vesak Day

    25 – 26 June

    Hari Raya Puasa

    9 August

    National Day

    1 September

    Hari Raya Haji

    18 October

    Deepavali

    25 December

    Christmas Day



  • Are there any areas you do not ship to?

    Singapore

    We require a signature upon delivery for all orders. We do not deliver to P.O. boxes, parcel lockers, restricted areas and off island areas. Restricted areas include (but not limited to) all airport areas (within Changi Airport and Seletar Airport), Cargo Complex, PSA Terminals, military bases and protected areas, Jurong Island, Woodlands & Tuas Checkpoints.

    Please note that you will have to bear delivery charges for failed delivery attempts to such restricted areas.

    International

    We do not deliver to P.O. boxes and restricted areas. Please ensure that someone is available at the delivery address that can provide a signature for your order. 

  • Can I make changes to my delivery method after my order has been confirmed?

    The delivery method cannot be amended once the order has been paid for and confirmed. Please check and confirm your delivery method before you checkout.

  • I entered the wrong address, what should I do?

    The delivery address cannot be amended once the order has been paid for and confirmed. Please check your address details before you checkout. In the event that the wrong address is indicated in the order, and the package is delivered, we will not be liable for any replacement or refund. You will have to bear any additional costs for change of address for parcels with wrong/invalid address.

  • I have yet to receive my order, what should I do?

    Please email us at ask@A-DrBrand.com with your order number and estimated delivery date for assistance.

  • What happens to a failed delivery?

    If you are not present during the first delivery attempt, we will attempt to re-deliver your order on the next available date. If both delivery attempts have failed, there will be a re-delivery fee that you will have to pay.

Payment

  • What are the payment methods available?

    We accept payment via MasterCard, Visa and PayPal. 

  • Will DrGL.com store my payment information?

    DrGL.com does not store any customer’s card information. All card information is directly transacted in a secure manner to PayPal, our payment gateway provider.

  • My payment has been declined, what should I do?

    Please try again and ensure that all details such as your card number, expiry date, etc. are correctly filled in. If the problem persists, you may wish to contact your issuing bank or try an alternative payment mode.

  • Do I have to pay for duties & tax?

    Singapore

    The local Goods & Services Tax (GST) of 7% is automatically applied to your order in accordance with Singapore tax regulations. You are not required to pay for any additional costs.

    International

    Please note that deliveries outside of Singapore may be subject to customs inspection and the assessment of tax and duties in accordance with local legislations. You or the shipping recipient may be required to pay additional charges by local authorities. We are unable to offer any assistance or advice should this occur. Please check with your local authorities on your tax responsibilities and rights before placing an order.

    In the event that taxes and/or duties are incurred and you refuse to accept delivery of the shipment, you will have to bear the charges for all return charges, including any return taxes and/or duties incurred.

Promotions

Returns & Exchanges

  • What is the return or exchange policy?

    We hope you enjoy what you have ordered. Due to the nature of the products and the fact that it is difficult to be certain, even on inspection, if an item has been opened or the packaging compromised in any way, we do not accept returns or exchanges.

    However, if you have received a defective or incorrect item, please contact our Returns Department within 30 days of purchase at ask@A-DrBrand.com with your order number and information on the ordered item(s) for a refund or exchange. Please do not discard defective items as we will need to collect it back. We regret that we are unable to refund your original shipping charges unless the return was a result of our error.

  • What do I do if I had an allergic reaction?

    We advise you to look through the ingredients list carefully before making a purchase. We strongly advise you to perform a skin patch test before using the product. Should you develop any adverse reaction (such as rash or irritation); do not continue to use the product. Seek medical treatment if your symptoms do not resolve satisfactorily.

  • When will I get my refund?

    Your payment will be refunded to your original mode of payment within 14 working days after we have received your items. Please note that the processing time may vary for different issuing banks and it may take slightly longer than 14 working days. You will receive a notification email when your refund has been processed.

My Account

  • How to I create an account or log in to my account?

    To create a new account, simply click on ‘Register’. You will be led to a page where you can fill in your particulars.

    To log in to an existing account, click on ‘Login’. You will be led to a page where you can enter your email address and password.

  • I am having problems logging into my account.

    If you receive a prompt that your email address/password is not recognised, please try the following:

    • Please clear your cache and browser history. Close and open a new browser window and try again.

    • Ensure that you are using the correct email address and password that you registered with

    • If you have forgotten your password, click on ‘Forgot Password’ and follow the instructions to reset your password.

    If you are still experiencing problems after trying the above, please contact our customer service team at ask@A-DrBrand.com for assistance.

  • How do I reset or change my password?

    To reset your password, please login to your account. Under the tab ‘My Account’, you will be able to select ‘Change Password’.

    If you have forgotten your password, click on ‘Forgot Password’, enter your email address and click ‘Submit’. You will receive an email with a link to reset your password.

  • How can I update my account details?

    Login to your account and manage your Account Details under ‘My Account’. You will be able to update or edit your particulars and beauty profile.

  • Will my personal information be shared with third parties?

    All personal information submitted by you will be kept secured and confidential. Your personal data may be shared with third parties who perform services on our behalf, but only to the extent necessary for the services to be performed. These third parties include banks and payment vendors for processing of payment, courier service companies, professional advisors such as auditors and lawyers.

Rewards Passport

Payment options: