Orders

How can I make a purchase?

Shopping at alcheme.one is easy:

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

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

Your products are personalized, therefore we process orders as soon as we receive them and we know how exciting it is to receive them on time ; thus we are unable to amend any orders as we process orders immediately when payment is confirmed.

May I buy products directly at your showroom?

You can make an appointment if you would like to purchase personalized products. However due to manufacturing process, we do not guarantee we will be able to manufacture it on the spot and we might have to deliver it.

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 though 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]

Can I order through phone?

Although we love talking to our customers, we strongly encourage placing your orders online in order to earn loyalty points on your purchase. If you need to speak to us regarding order and account enquiries , please call our Customer Service team at [email protected]

I am facing problems ordering through my mobile device

alcheme.one is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto www.alcheme.one. If you continue to face problems, please send a screenshot of the error to [email protected] and we will assist you.

What do I do if I receive a faulty item or have a problem with an item ordered?

Please contact us immediately at [email protected] with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected back by our courier.

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)
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. If you wish to have your products earlier, you can choose an alternative shipping option with a fee.

Standard delivery

Express delivery

SG local

FREE

(3-5 days)

5 SGD

(day +1/2)

Asian countries

FREE

(5-7 days)

15 USD

(3-5 days)

Worldwide delivery

Except USA

FREE

(10-15 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 custom 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

Can I upgrade my delivery methods afterward?

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

Can I collect my order directly from Alcheme?

Unfortunately we cannot offer self-collection at this stage.

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.

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 do I do if I had an allergic reactions?

At Alcheme Skincare we specially curate the products we carry. 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.

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

Unfortunately due to the high level of personalization of the product, we do not accept return of items if you have changed your mind after receiving the items. Please review your cart before completing the order.

Can I test the products before buying them online?

As we are an online store, we do not have an option to test or see the products before purchasing them. However, you can purchase a 5 mL sample in order to try the product ; you will be able to redeem the cost of this sample on your full retail size product at your next order. Please also check the ingredients listing before completing your purchase to identify any allergens.

Account

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.

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 enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email [email protected] with the details and screenshots of the error.