Orders

How does the reformulation guarantee works?

For any personalised products purchased, we offer the reformulation guarantee, within 31 days of your order. In the event your product was triggering skin reactions (such as further dryness, heavy breakouts, redness,..) we would offer a reformulated product.

Depending on the severity of your skin reaction, we might first send you different samples of formulations to find the most suitable formulation for your skin. Based on the results, we will exchange your products. Return shipping costs are to be borne by the customer; redelivery fees would be borne by alche{me}.

Where can I get a face-to-face consultation ?

Our skin expert(s) are available daily at Naiise Iconic at Jewel Changi Airport, Level 2, Singapore, from 12:00 to 7:00 pm (subject to availability).

You will be able to have a face-to-face skin consultation and have your personalised products, custom-made on the spot.

alche{me} is also present through various pop-ups in Singapore, where you can come and have your skin consultation. Check out alchemeskincare social pages to find out more.

However alche{me} operates mainly online and offers free delivery. Our skin experts are available through chat on the website and through video-conferencing.

Can I share more about my skin concerns ?

alche{me} has worked on its online consultation to bring you an interactive skin assessment. If you feel the consultation does not take into account all your skin concerns, or you would like to share about specific conditions, you can add in the “Notes” box during check-out.

Our skin experts check each and every order before proceeding to the personalisation and will recontact you in the avoidance of doubt and double confirm your skin priorities to ensure your products will be best for you.

Where can I try alche{me} products?

Wondering if you prefer with fragrance or fragrance-free? Our products are available at the following points of sale:

Naiise Iconic @ Jewel Changi Airport78 Airport Boulevard,

Jewel Changi Airport #02-205/206

Singapore 819666

10am-10pm daily / alche{me} skin experts present from 12:00 to 7:00 pm

How can I make a purchase online?

Shopping at alcheme.one is easy:

  1. Take the online consultation
  2. At the end of the consultation add the products in your cart, click on “Add to Cart” for the item you wish to purchase
  3. To change the quantity of the item, change the number in the box under the “Quantity” column
  4. To review the items in your cart, click on the ‘Cart’ link
  5. If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount
  6. Review your order at the Cart Page. Once you are ready to place the order, click on ‘Checkout’.
  7. Fill in all necessary details for your shipping details (No PO Box), click on ‘Proceed to Purchase’ to choose your preferred payment method
  8. Please review your orders again and total amount before completing the payment

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

How long does it take to confirm my order?

Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.

Can I amend my order after it has been confirmed and paid for?

Your products are personalised, therefore we process orders as soon as we receive them and we know how exciting it is to receive them on time. In case of doubt on your skin issues, we would reconfirm with you your needs via email or phone. Following the confirmation, we are unable to amend any orders as we process orders immediately when payment is confirmed.

Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at [email protected] and do not re-create your order to prevent duplication.

Can I cancel my order?

Unfortunately, we are unable to cancel orders once it is paid. We receive a lot of orders and we are unable to go through them individually as this will cause delays to all other orders. Please review your items before completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out of Stock.

I am having issues using the coupon/voucher code

Please check the terms and conditions of the discount code

If you have any issues, please contact us Customer Service team at [email protected]

Payments

What and where is my order confirmation number

The order confirmation number can be retrieved either in your confirmation email or when you view your “Order Status” under “My Account”.

What kind of payment method may I use at alcheme.one?

Credit Card (Visa/Mastercard/AMEX)

Apply Pay

Google Pay

Paypal

Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at [email protected] and do not re-create your order to prevent duplication.

Deliveries

What are your delivery options and how much is shipping?

We offer free delivery worldwide with standard delivery, except the USA and Canada from SGD 50 spend on the website. If you wish to have your products earlier, you can choose an alternative shipping option with a fee.

 

Standard delivery

(below SGD50)

Standard delivery

(above SGD 50)

Express delivery

(below SGD50)

Express delivery

(above SGD50)

SG localSGD 5FREE

(3-5 days)

10 SGD

(day +1/2)

5 SGD

(day +1/2)

Asian countriesSGD 15FREE

(5-7 days)

20 USD

(3-5 days)

15 USD

(3-5 days)

Worldwide delivery

Except USA/Canada

SGD 30FREE

(10-15 days)

35 USD

(3-5 days)

30 USD

(3-5 days)

 

For international orders, you will receive a shipping tracking number once the delivery arrangement has been confirmed.

Please note that International orders may be subject to import taxes, duties and customs fees, which are levied once the package reaches its destination, and are the responsibility of the recipient.

 

We are closed for delivery on Saturdays, Sundays and on Singaporean Public Holidays.

Shipping may take longer during sale periods, holidays and extreme weather.

I entered the wrong address, what should I do?

The delivery address for an order must be a valid residential address – we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid.

In the event that the wrong address is indicated in the order, and the package is delivered, Alcheme will not be liable for any replacement or refund.

The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

Can I collect my order directly from alche{me}?

Unfortunately we cannot offer self-collection at this stage.

Can I upgrade my delivery methods afterward?

Unfortunately once your order has been paid and processed, we are unable to change your Shipping Method.

What should I do if my order has not arrived?

Please email us [email protected] and we will get you in touch with our partner courier.

Will I get charged for a re-delivery?

If we attempt to deliver your order, but you are not present to receive it; we will re-deliver on the next available date. Please note, there is a re-delivery fee of S$10 if your delivery fails 2x.

Returns

What is the return and exchange policy?

For defective items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

  • Item must be in its original purchase condition, bottle must be unopened, unused, unmarked and not defaced in any manner.
  • If you change your mind about the product, please see instructions below.

 

For returns, please email us at [email protected] with your order number and information on the affected item. Returned items must meet the requirements above. We will ship you a new non defective product.

What happens if I am unhappy with the product I purchase or I changed my mind?

Personalised Products :
Unfortunately due to the high level of personalisation of the product, we do not accept returns of items if you have changed your mind after receiving the items. However, if you believe the product does not work for your skin type, we will offer one reformulation within 30 days of use. We will find the most appropriate solution for your skin reactions.

Curated formulations :
Unfortunately due to the level of personalisation of the product, we do not accept returns of items if you have changed your mind after receiving the items. The curated formulations are a way to test the products and the textures. Please get in touch with our skin experts before reordering [email protected]

Can I test the products before buying them online?

As we are mainly online store, we do not have an option to test or see the products before purchasing them. However, we may from time to time launch sampling campaigns.

Please also check the ingredients listing before completing your purchase to identify any allergens.

You can still visit us at alche{me} outlet in Naiise Iconic in Jewel in Singapore or at one of our pop-up events.

What do I do if I had an allergic reaction?

At alche{me} we pay a high level attention to the products we manufacture. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products. It is always best to know and understand how your skin reacts to different products and ingredients.

If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to [email protected] We will find an appropriate solution.

Please note that issues must be reported within 14 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

Account

I am having problems logging into my account.

If you receive a message stating that your email address/password is not recognised – please follow the steps below:

  • Please clear your cache and browser history. Close and open a new browser.
  • Make sure you are using the same email address and password you registered with.
  • If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account

If you continue to experience problems, please email  [email protected] with the details and screenshots of the error.

Will my personal information be shared with third parties?

alcheme.one prides itself on providing a safe and secure shopping experience. All information is kept private and confidential. For more information, please read our Privacy Policy in full.