FAQs

 

FAQ 

How do I track my order?

  • For local shipping, we use Sing post & Ninja van.
  • For international shipping, we use Sing post.

 Please note that we are not responsible for any lost mail or damage to parcels once we send it out for shipping.

 How do I cancel my order?

  • Once your payment is accepted & order is processed, your parcel is packaged almost immediately. Which unfortunately means that NO changes can be made after.

Return policy.

  • We are sorry to hear that you are dissatisfied with our products! Click here for our full return policy.

 My package says delivered but I didn’t receive it.

  • All our parcels are delivered via Sing post & Ninja van with personalized tracking numbers. For additional inquiries, you can reach out to our customer service team here.

 I received a package, but it wasn’t my order.

  • We apologise for the mix up!
  • Please reach out to our customer service team via email with:
    • Your order number
    • Pictures of your initial/ order number on the package, the products you ordered as well as the products you received.

 Please note that all order issues must be reported within 7 days upon receiving your parcel.

I received the wrong item.

  • We apologise for the mix up!
  • Please reach out to our customer service team via email with:
    • Your order number
    • Pictures of your order & what you received.

 Please note that all order issues must be reported within 10 days of delivery.If said item is discontinued, we will refund store credit for the amount paid.

 How is the shipping calculated?

  • Free local shipping
  • For International shipping, it will be calculated at the checkout! We will not be responsible for any additional charges at customs.

 Please note that free shipping is only applicable if amount is more than stated above after deducting any discount code.

 Are all products from Macqueza 100% authentic?

  • Yes, all products are 100% authentic! Our products are all handpick & carefully curated by our Macqueza team. Item is only delivered after checking authenticity and expiry date.

Payment options.

  • Currently, we only accept payment through Paypal!

How do I apply my discount code?

  • Discount codes can be applied to your order at checkout. Discount will be deducted after you enter your discount code & hit apply.

The item I want is sold-out

  • Don’t be disheartened! Advance order can be placed for items that are sold out. The order will take 2- 3 weeks to arrive. If item cannot be placed, we will make a refund to your credit card.

How do I know that my order went through?

  • Orders are confirmed once payment has been completed. You should receive an order confirmation within 24 hours. (Psst, please check your junk mail too!) Additionally, you may also contact our customer service for assistance.

Defective item.

  • If the product you received is defective, please email us! Send us an email with a picture of your defected item & our team will get back to you ASAP!

If you have any extra questions, please reach out to us via email! We will answer your enquiries ASAP!

Do I need an account to place an order?

  • No, an account is not necessary for you to place an order. You can checkout as a guest! But having an account helps to keep all your items in your cart for your next checkout and keep racking up reward points!

I forgot my password and/ or username

  • Please proceed to ‘My Account’ & select ‘Forgot My Password’. A password reset link will be send to your email shortly.
  • Your username is your email address. If your email failed to be recognised, its most likely you are only subscribed to our newsletter but do not have an account with us. To create an account, click on ‘Create Account’. Alternatively, you can also placed an order with us using a guest account.

Macqueza Newsletter Subscription

  • Our Macqueza newsletter will keep you up to date with exclusive deals. Here is a secret: subscribers get first peek at discounts & bundle promotions!
  • Here is how to subscribe our newsletter:
    • Scroll all the way down on our home page & join our mailing list!
  • Don’t want to be the first to know our promotions? Click here to be kept in the dark. Don’t worry, you can still be in the loop. Follow us on Instagram & Facebook.

 My promo code doesn’t work.

  • Having trouble with our promo code? If you encounter an error, please check whether the following applies to you:
  • The code is incorrect. Our promo codes are case sensitive! So make sure you entered it accordingly.
  • The code has expired. All of our promo codes run for a limited amount of time only.
  • Not eligible for code. Make sure your shopping cart didn’t include non-promo items!

If you are still having issues, please reach out to our customer service team via email with a screenshot of your shopping cart & the promo code.

Return & Refund Policy

 We are sorry to hear that you are dissatisfied with our products!

 Only unopened items in complete brand new condition can be returned &  exchanged.

 For local parcels, return parcels have to be mailed back within 10 working days.

For international parcels, return parcels have to be mailed back within 20 working days.

 Refunds will only be proceed only after we received the return parcels.

Macqueza will not be liable for any damage or loss of parcel during the transit.

 

For any extra inquiries, please reach out to us via email!

 Exchange policy

Exchange of item is only available with another item of the same value, however, availability of exchange is based on stock availability.

 All exchange items must be mailed back. Macqueza will only proceed with the exchange request after we receive the original item.

 Macqueza will not be liable for any damage or loss of parcel during the transit. All shipping fees for exchanges will be borne by the customer.

For any extra inquiries, please reach out to us via email!