Shopping Concierge Return Policy for Delivered or Collected Products

If you are not satisfied with your purchase after receiving your item, you may request for a product exchange or return within thirty (30) days of purchase. Please get in touch with our Concierge, indicating your order number in your request. Products must be returned in the condition as set out in this Return Policy. Once your request is processed, you will receive the refund via your original mode of payment within fourteen (14) business days.

What is Shopping Concierge Return Policy for Delivered or Collected Products?

The following policy applies to purchases of products where (a) the products have been collected from the Shopping Concierge within Singapore Changi Airport; or (b) the products are to be delivered or have been delivered to the designated delivery address of the recipient. 

Valid returns

You may apply for a return and refund of a product for one or more of the following reasons:

(a) You received the incorrect product (e.g. the size, colour or product delivered is not what you ordered);

(b) You received an incomplete product or delivery (e.g. incomplete sets or parts);

(c) You received a defective product (e.g. product is broken or cannot be used); or

(d) You changed your mind*.

*Please see the section entitled “Returns which are not accepted for a change of mind” for a list of products which do not qualify for returns due to a change of mind.

Criteria for Returns

To be accepted by us, your returns must fulfil the following criteria: 

Reasons for Returns Undamaged, in new condition, unwashed and/or unaltered Sealed and unopened Complete* With all tags and labels (if any) intactlete*
Incorrect Product   Yes No Yes Yes
Incomplete Product or Delivery Yes No No Yes
Defective Product No No Yes Yes
Change of Mind Yes Yes Yes Yes

*For a return to be considered ‘complete’, it must be returned with all the following (where applicable):

(a) Free gifts;

(b) Warranty documentation;

(c) Manuals and instructions;

(d) Packaging;

(e) and Any included accessories or peripherals.

If you return an item that does not meet the above requirements, we reserve the right to reject the return and any request for a refund.

Timeline for Returns

All applications for returns must be made within thirty (30) days of purchase.

Returns which are not accepted due to a change of mind

Please note that due to reasons including hygiene concerns, impracticality and suppliers’ policies, we are unable to accept returns for the following products due to a change of mind:

(a) Attraction tickets;

(b) Digital goods, including all online gift cards, vouchers, mobile top up cards, etc.;

(c) Perishables, including all food and beverages, fresh flowers and other live plants;

(d) Forex products;

(e) All customised products;

(f) All products sold at a mark down or discount due to existing defects which were highlighted in the course of Shopping Concierge’s service at the time of purchase;

(g) All products which have been installed or require installation;

(h) All products which have been or whose packaging or peripherals have been tampered with or subjected to any unauthorised alterations;

(i) Any of the following products which have been delivered without or in unsealed packaging:

(i) Beauty products;

(ii) Toiletries;

(iii) Earrings;

(iv) Earphones and headphones; and

(v) Undergarments, swimwear and socks; and

(j) Any other products which have been stated as non-returnable in their terms and conditions of sale (if any) and/or product descriptions.

Shipping costs of returns

Your shipping costs for returns will be refunded as follows:

Reasons for Returns Shipping Costs Covered
Incorrect Product Yes
Incomplete Product or Delivery Yes
Defective Product Yes
Change of Mind No


Please note that if we receive a non-returnable item, we will send back the item to the original shipping address without a refund, and any shipping costs incurred are to be borne by you.

Other instructions

You can send us your request via email to Please indicate your order number in your request. Once your request is processed, if you requested for a refund, you will receive the refund via your original mode of payment within fourteen (14) business days.