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 cs@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 cs@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 cs@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. 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 2018 Public Holidays in Singapore

    1 January

    New Year’s Day

    16 – 17 February

    Lunar New Year

    30 March

    Good Friday

    1 May

    Labour Day

    29 May

    Vesak Day

    15 June

    Hari Raya Puasa

    9 August

    National Day

    22 August

    Hari Raya Haji

    6 November

    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 cs@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 credit cards such as MasterCard, Visa and American Express. You may also choose to pay using 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 or Stripe, our payment gateway providers.

  • 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 cs@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.

GLam & GLow Rewards

  • What is the GLam & GLow Rewards membership?

    GLam & GLow is an exclusive multi-brand membership programme for DrGL®, DrSpa® and DrHair® customers in Singapore to earn points, redeem rewards and enjoy the privileges and benefits that come with your membership. The programme is available at all DrGL® counters, DrSpa®/DrHair® outlets and DrGL.com.

    The new GLam & GLow rewards membership applies to all members who have signed up before 19 Jan 2018.

  • What are the membership tiers available?

    The membership programme consists of three (3) tiers – Green, GLow and GLam.

  • How do I become a Green member?

    • Register for an online account at DrGL.com to become a Green member to start earning points.
    • Provide your email address and mobile number when you make a purchase at DrGL® counters, DrSpa®/DrHair® outlets

     

  • How do I become a GLow member?

    Purchase a one-year GLow membership at S$499 to enjoy $750 worth of products and services. Earn up to 15% off in reward points when you purchase DrGL® products and receive exclusive membership privileges, early access to upcoming launches, invitations to parties and workshops and more.

    Check out the GLow memberships available here.

  • How do I become a GLam member?

    Purchase a one-year GLam membership at S$999 to enjoy $1500 worth of products and services. Earn up to 20% off in reward points when you purchase DrGL® products and receive exclusive membership privileges, early access to upcoming launches, invitations to parties and workshops and more.

    Check out the GLam memberships available here.

  • Where can I become a member?

    Become a Green, GLam or GLow member now at any DrGL® counter, DrSpa®/DrHair® outlet or when you sign up for an online account on DrGL.com. Valid for customers in Singapore only.

  • How long does my membership last?

    Your GLam or GLow membership status is valid for 12 months, starting from the date of registration. (E.g. Registration Date: 1 October 2017, Expiry Date: 30 Sept 2018)

    If you purchase a two (2) year membership, your GLam or GLow membership status is valid for 24 months, starting from the date of registration. (E.g. Registration Date: 1 October 2017, Expiry Date: 30 Sept 2019)

  • What are the benefits of a GLam or GLow membership?

    For Green members, enjoy the following perks during your year of membership:

    • Earn 1 reward point for every $1 spent on DrGL® products, DrSpa®/DrHair® treatments
    • Earn reward points for your interactions with us
    • Birthday perks

     

    For GLow members, enjoy the following perks during your year of membership:

    • Earn 3 reward points for every $1 spent on DrGL® products
    • Earn 1 reward point for every $1 spent on DrSpa®/DrHair® treatments
    • Earn reward points for your interactions with us
    • Birthday gift and other birthday perks
    • Members’ only prices for DrSpa® and DrHair® treatments
    • Members’ only exclusives and seasonal promotions
    • Exclusive invitations to parties and workshops

     

    For GLam members, enjoy the following perks during your year of membership

    • Earn 4 reward points for every $1 spent on DrGL® products
    • Earn 1 reward point for every $1 spent on DrSpa®/DrHair® treatments
    • Earn reward points for your interactions with us
    • Welcome gift per year of membership
    • Birthday gift and other birthday perks
    • Members’ only prices for DrSpa® and DrHair® treatments
    • Members’ only exclusives and seasonal promotions
    • Early access to upcoming launches and exclusive invitations to private sales, parties and workshops

  • Where and how do I enjoy my GLam & GLow privileges?

    In-store: Present your identification card or quote your mobile number for verification to enjoy your privileges at DrGL® counters, DrSpa® and DrHair® outlets.

    Online: If you have an existing DrGL.com account, your account will be upgraded within 1-2 working days upon your GLam or GLow membership purchase. If you are new to DrGL.com, an online account will be created for you within 1-2 days upon registration. An email with your login details will be sent to the email address you registered for the membership with. Your tier points will automatically be reflected in your beauty bag at checkout when you make a purchase.

  • When can I receive my welcome gift?

    A welcome gift will be given to only GLam members upon purchase. In the rare case that the welcome gift is unavailable due to stock availability, an alternative arrangement will be made. For GLam membership purchases on DrGL.com, your welcome gift will be sent to you together with your order. If you have purchased a two-year membership, both welcome gifts must be collected at once. 

  • What is my birthday surprise?

    You will receive an email during your birthday month with details on your surprise. If you registered for a GLam or GLow membership in the middle of your birthday month, you will not receive a Birthday Surprise email. Please check with our beauty advisors to find out your surprise. Do take note that only one birthday surprise can be redeemed per membership year during your birthday month.

    Due to limited quantities, substitution of birthday surprises may occur. Birthday surprises are subject to change, alteration, or termination by A DrBrand at its sole discretion at any time.

  • How do I earn reward points?

    You can earn reward points through the following methods:

    • Make a purchase
    • Create an online account (150 points)
    • Sign up for mailing list (50 points)
    • Leave a product review (50 points) *subject to approval and capped at 250 points
    • Refer-a-friend (50 points)
    • Attend our workshops and events (100 points)
    • Bring a friend to our workshops and events (150 points)

  • What can I redeem my reward points for?

    Enjoy $1 off your online purchase for every 20 points accumulated.

  • Are there any limitations to the number of reward points I can redeem in a single purchase?

    You can redeem your points in multiples of 20, as long as you have the minimum of 20 points.

  • How do I maintain my membership status the following year?

    To maintain your GLow or GLam status the following year, you will need to purchase another membership upon expiry.

  • How many memberships can I purchase?

    At any one time, you can purchase up to two (2) years of either a GLam membership or GLow membership, regardless of where you have purchased it from. You cannot be a GLam and GLow member at the same time.

  • How can I update my particulars?

    You may update your particulars online at DrGL.com when you log in to your account. You may email your membership programme manager at membership@a-drbrand.com with your updated details. Alternatively, you may visit our DrGL® counters, DrSpa® or DrHair® outlets to update your details. 

  • Who can I contact if I require assistance?

    Reach your membership programme manager at membership@a-drbrand.com or call our customer service line at 6417 9779. Kindly provide us with the following details

    • Your Name
    • Contact Number
    • Email Address
    • Date of Birth

  • I purchased my GLam & GLow membership before 19 January 2018. What are my privileges now?

    All members who purchased a GLam & GLow membership before 19 January 2018 will be migrated to the new rewards membership where you will enjoy even more benefits and discounts. The existing GLow members 10% discount and GLam members 15% will be discontinued, but you will earn reward points that are worth even more than what you have previously enjoyed. To find out your privileges, visit the GLam & GLow Rewards Membership page here.

  • I am an existing DrGL® Member, how can I log in to my account?

    Login using your email address you have signed up for an account with, using your ID number or mobile number as your password. If you are unable to reset your password, please write in to us at membership@a-drbrand.com.

  • My reward points are not reflected in my account, what should I do?

    If you have made a purchase at a retail store such as DrGL® counters, DrSpa® or DrHair® outlets, please allow 30 working days for your reward points to be reflected in your account. If you have made a purchase online at DrGL.com, your points will be awarded once payment is captured.

    To enquire about missing points, contact your membership programme manager at membership@a-drbrand.com or call our customer service line at 6417 9779.