FREQUENTLY ASKED QUESTIONS
In view of the recent circuit breaker measures put in place by the Singapore government, we have compiled a list to address your possible concerns.
Please be assured that we have plans in place to maintain our operations and commitment to you as far as possible, while working within the new guidelines.
We are with you, and we seek your kind understanding and patience during this period.
These measures and changes in policy will apply for the duration of 07 April to 01 Jun 2020 (subject to change).
Feel free to reach us at firstname.lastname@example.org should you need further clarifications.
SHOPPING ON ARCADE
How does the new circuit breaker measures affect Arcade?
Most workplaces have been ordered to close from 07 April to 01 Jun 2020. We have been allowed to operate with 'General Exemption' approval from the Government.
As such, we will continue to operate online but with limited capacity. We seek your patience and kind understanding with regards to delays during this period.
How does it affect my shopping experience with Arcade?
We are expecting to still launch every week on Sunday.
During this period, please expect a longer processing time as we will not be able to process orders daily as before. Instead, we will be sending your orders out once a week.
We will be processing orders at the start of every week so in order to receive your order as early as possible in the week, we recommend making your order before Sunday 23:59hrs.
We seek your patience and understanding this period as we try to operate business as usual.
How can I utilise my birthday discount if it falls within the 'Circuit Breaker' period?
We are still expecting to launch every week on Sunday so you can utilise your birthday discount for our April and May launches.
Should there be any disruptions in our launches, we will definitely look into this matter.
Does free shipping still apply?
Yes, we are still offering free standard shipping within Singapore for orders above SGD40, excluding backorders.
However, do note that a SGD2.50 administrative charge will be applied for returns made on orders that enjoy free shipping.
If you have selected self-collection prior and would like to arrange for shipping, do email us at email@example.com.
Does Arcade still ship internationally?
For international orders, we use NinjaVan and DHL Express. All orders are still accepted but shipments may be delayed due to the circuit breaker measures in Sg and possible restrictions within your country.
You may wish to check with your local authorities with regards to borders lockdown or restrictions to goods movement within your country.
Meanwhile, orders will only be processed at the start of the week, so be sure to make your orders before Sunday 23:59 hrs.
Do stay updated via our social media channels and this page during this period.
Pending Updates: Malaysia orders via Ninja Van and DHL Express are experiencing delays right now. Please talk to us at firstname.lastname@example.org should you require any clarifications.
How can I return my item during this period?
If you wish to return an item during this period, do drop us an email at email@example.com within 10 calendar days of receipt.
The item may be mailed back to our office when the circuit breaker measures have been lifted as we understand that we should all try to stay home as far as possible.
However, if you fail to email us within this 10 calendar day period, returns will not be accepted.
There are no changes to the terms and conditions regarding the eligibility of an item for returns. For more info, read here.
Can I get an extension on my store credit?
All existing store credit and store credit issued during this period will be extended and expire on 31 August 2020.
What about my backorder that is supposed to arrive during this period?
Our backorders are estimated to arrive on schedule now that the factories are fully in operation.
We hope to be able to meet the delivery date as promised, however, due to the limited hours we are allowed to operate in the office, there may be slightly longer processing times but be assured that we will work to the best of our ability to dispatch your backorder as soon as possible.
For the latest backorder order status, click here.
The backorder has arrived but I am not able to self collect. Can I change it to shipping instead?
If you have selected self-collection prior and would like to arrange for shipping, do email us at firstname.lastname@example.org with the order number, name of addressee, address and mobile number so we can ship your order to you as soon as possible.