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FAQ

customercare@aforarcade.com


FREQUENTLY ASKED QUESTIONS

What can we help you with?

SHOPPING ON ARCADE

How do I know if an item is available?  

As long as you are able to add the item to cart or place backorder, the item is available for your purchase. If an item is out of stock, you will not be able to checkout. Instead you can join its waiting list or add it to your wishlist.


How do I know if I’m placing an order for a Backorder item or a ready-stock item?

For ready stock items, on the product info page, after you select your size and colour options, you will click an ‘Add to Cart’ button to add it to your cart.

For Backorder items, on the product info page, after you select your size and colour options, you will click a ‘Place Backorder’ button to add it to your cart. Your order confirmation email will inform you of the ETA of the Backorder.


Are the items added to my cart reserved? 

Adding items to your cart does not mean the item(s) is reserved. Your order is only confirmed upon payment completion. For faster checkout, we recommend logging in before any Launch or Sale.


What payment methods does your site accept?

Arcade currently provides one main payment gateway: PayPal. PayPal accepts most globally recognised credit and debit cards (eg. Visa, MasterCard, American Express etc). Do note that you do not need to have a PayPal account to check out, with the exception of some countries. Do refer to PayPal’s website for more information.


Is it safe to use my credit card online at AforArcade.com?

Our payment gateway is compliant with VeriSign Identity Protection standards and that means all credit card informations are captured on a highly secured page. We only use payment gateways that overcome the most stringent of tests for secured online transactions. We will not request your password and credit card details from you through any email and/or links sent through email.  


How do I know if my order has been dispatched?

You will receive an email once your order has been dispatched. For Standard Courier and Ninja Collect via NinjaVan, it will usually take about 2-3 working days. For Express Courier via NinjaVan, it will usually take about 1-2 working days for your parcel to arrive at your doorstep. For International orders, please refer to this page for more info on delivery lead times. Shipping times does not include a 1-2 working days of order processing time within Arcade.


Can I track my order?

Yes, all delivery options offered within Singapore and for International customers can be tracked. You can login to your account and track your order. You will be notified of the tracking number once your order has been dispatched.


Do you provide a sizing chart for your apparel? 

You can find it by going to Size Guide and Product Care Section in the website’s footer. Do also refer to each item’s 'Size and Fit' descriptions when browsing a product's info page for the most accurate measurements for each product.


How do I know my size?

Take an item (ie. top, bottom, outerwear accordingly) that fits you the best and lay it flat and take the necessary measurements. For more information please refer to the Size Guide and Product Care Section that can be found in the website’s footer. 


Can I try the item before buying?

We do stock certain designs in limited quantities at The Showcase which has outlets at Chevron House (Raffles Place) and NEX (Serangoon). You may enquire stock availability with The Showcase before heading down.


I received a wrong and/or defective item(s), how do I return it?

Step 1 - You will need to email us at customercare@aforarcade.com with the email titled [ Incorrect/Defective Merchandise Received - Order ID xxxxxx ] Attach a snapshot of the defect on the item and/or the incorrect merchandise sent in the email. This will help in expediting your returns request.

Step 2 - Upon our acknowledgement of the return request, you may proceed to pack the return item and send it back via Singapore Post Registered Article Service (orders within Singapore), your trusted national postal service or DHL/FedEx for International orders. It is compulsory to return items via a trackable service. We will not be liable for any lost return parcels. Return parcels are to reach us within 7 calendar days from date of receiving the items (21 calendar days for International orders).

Step 3 - Do notify us of the tracking number so we can look out for your return parcel.

Step 4 - We will email you after we have processed your item(s). You may choose to receive refund of postage (to and fro) and returned item(s) via store credits or refund.

All return items must be unworn, unwashed, unaltered and with original tags and packaging intact.

For further enquiries, please drop us an email at customercare@aforarcade.com


Do I have to set up an account to shop at your site?

You do not have to set up an account but setting up an account saves you the hassle of filling in your details every time you shop with us. It will also enable you to accumulate Arcade Tokens with our loyalty program and entitles you to birthday benefits. Setting up an account with us also allows you to get first hand, exclusive updates regarding launches, promotions and sales. 


Can I return my purchase?

You can return any regular priced item(s) for store credit within 7 calendar days of receiving your order for orders in Singapore or 21 calendar days of receiving your order for International orders.

For orders within Singapore, you are advised to return via Singapore Post Registered Article Service.

For International orders, kindly ensure that your return can be easily tracked. You are advised to use a trusted shipping service like your national postal service, DHL or FedEx to send your returns.

All postage fees and costs of packing will be borne by customers. We will not be liable in cases of lost mail for returns.

All return items must be unworn, unwashed, unaltered and with original tags and packaging intact.

Returned item(s) that fail to meet the above conditions will be rejected. You will be required to top up the delivery charges for the item(s) to be shipped back to you.

All refunds will only be done via store credit. Store credit will only include the amount paid for the item(s), exclusive of the original delivery fee. Store credit will be valid for 1 month from date of issue. No extension will be allowed.

Items purchased with store credits cannot be returned for store credits again.

For further enquiries, please drop an email to customercare@aforarcade.com.


How do I use my Promo code?

You can simply input that code upon check out at the "Order Summary" stage of your check out process. Click on “Apply” and if the code is valid, the discount will be reflected instantly. Do take note that the Promo code field is case sensitive and usually only valid for a specified promotional period. Certain mobile devices auto-caps/auto-corrects, so be sure to check the code that you have entered before clicking ‘Apply’.

If you require further assistance, feel free to send us an email with a screenshot of the error message.

Promo code has to be entered upon purchase to be valid. Discount can't be applied on an order retrospectively (i.e. after it has been successfully made).


BACKORDER

What is a backorder?

A backorder is an advanced order for an item that is currently out of stock. The arrival of the backorder is typically 6 - 8 weeks depending on design. Your backorder will be processed and dispatched when they arrive at our office as per your chosen shipping method when it was purchased.


I really wanted an item but it’s sold out. What can I do?

If you are interested in purchasing a sold-out item, you can join the Waiting List. If a backorder is opened, you will be informed via email.

Alternatively, you can subscribe to our mailing list and follow our social media channels for news on latest backorders.


When will my backorder arrive?

The estimated time of arrival (ETA) of the backorder is stated on the product page. It can also be found in the confirmation email sent out after the purchase has been made.


Will the backorder arrive only on the given estimated date of arrival?

Based on our past backorder experience, the stocks usually arrive on time or even earlier. Late arrivals are also possible but not frequent. The eventual stock arrival is often dependent on factors such as cloth availability, schedule of the factory, the amount of workmanship required and freight.

As much as Arcade always strive to deliver beforehand, we also seek your kind understanding should there be any unforeseen delays. You can also refer to the backorder item's product info page as we will also update the ETA in the product’s description.


Why do backorders take 6-8 weeks?

Most of Arcade’s merchandise is manufactured, meaning there is usually no ready stock available. Every time we do a re-stock of an item, it involves sourcing, production and quality control leadtimes. This is to ensure the best quality of clothing for our customers.


I missed the backorder's closure date. Can I still join the backorder?

We continue to accept backorders as long as you are able to add them to cart, even after the backorder closure date. This is because we always order some extra pieces in case some customers miss out on the backorder. 

However, in rare cases where we have insufficient quantity due to defects or when the eventual stock quantity that arrives is less than what was ordered, priority will be given to orders that are placed before the backorder closure date.


I intend to buy both in-stock and backorder designs. How is postage calculated?

If you have ordered an in-stock item and a backorder item, you will be charged twice for shipping fees since your items will be processed separately. Your order will not be shipped together because in-stock designs can be processed immediately while backorder designs will only be processed when they arrive. For further assistance, you may drop us an email at customercare@aforarcade.com. 


I intend to join multiple backorders. How is postage calculated when each Backorder arrive at different dates?

We will charge additional shipping fees for every additional backorder design. If however you ordered multiple colours of the same backorder design, you will only be charged one shipping fee.


INTERNATIONAL SHIPPING

Where is Arcade based?

Arcade is based in Singapore, and equipped with one of the strongest e-commerce infrastructures in the world. We ship to regional countries like Malaysia and Indonesia and internationally to Australia and USA.


Does Arcade ship internationally?

Yes we do. All International orders are sent via DHL Express. You may refer to our International Deliveries page for more info.

You can shop in your preferred currency by selecting the respective country.


 

CUSTOMER CARE

What is Arcade's operating hours?

Arcade operates during office hours on Mondays to Fridays (exclusive of public holidays). We always strive to get back to you within 24 working hours. Self-collection at our office is by appointment only. Please take note that collection can only be scheduled for Tuesdays or Fridays, 2 - 6.30pm, exclusive of eves of Public Holidays and Public Holidays.

Alternatively, should you be unable to drop by during the stipulated day/time, you may wish to opt for delivery of your order(s).


How do I sign up for the Arcade newsletter?

You can go to the bottom of our homepage (footer) and you will see “Friends Get Benefits”. That is where you can sign up for our newsletters by submitting your email address.

If you fail to see our newsletter in your inbox, you might want to add newsletter@aforarcade.com to your contact list, so we do not get filtered to your junk mailbox.


Is my personal information kept private?

Yes. We treat all customers' personal information with utmost confidentiality. You can refer to our Privacy Policy for a better idea of how your information will be used on our site.


CAN'T FIND WHAT YOU NEED?

Talk to us at customercare@aforarcade.com

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