FAQ

ORDERS

Shopping on orbis.com.sg is easy:

  • Log in to orbis.com.sg
  • To add items to your shopping bag, click on “Add to Bag" for the item you wish to purchase.
  • To change the item quantity, key in the desired number of units in the "Quantity" field.
  • To review the items in your bag, click on the "Bag" icon located at the top right of the page.
  • Click on "Checkout" to fill in your shipping and billing information.
  • Key in the number of points you wish to redeem under "Point Redemption".
  • Please review your order and total amount before clicking on "Confirm" to complete your payment.
Once you have completed the checkout process and we successfully received your order, you will receive an order confirmation email.

Unfortunately, we do not accept amendments to your order after is has been confirmed and paid for. However, if you are unsatisfied with your order, we will be glad to do a refund for you.

You may cancel your order if the items have not yet been dispatched from the warehouse. However, if your parcel has already left the warehouse, we are unable to cancel the order. If you would like to cancel your order, kindly contact our e-fulfilment partner at (65) 6271 0524 from 9:00am-5:00pm Monday - Friday (excluding public holidays) or help@anchanto.com to be advised on whether your order can be cancelled.

You may purchase up to 40 items per order. 

Yes, you need to register an account with us to place an order. This allows you to track order statuses, enjoy member benefits and save time by not having to re-enter your personal information when making future orders.


PAYMENT

The order confirmation number begins with "EC" and can be retrieved

  • In your order confirmation email
  • When you view "My Orders" under “My Account”
We currently accept Mastercard and Visa credit/debit cards via Paypal.

If payment is declined, please contact your bank or credit card company first. Payment authorisation is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, please call our Customer Service Center at (65) 6593 9264 from 9:00am-5:00pm Monday - Friday (excluding public holidays)  or email us at shoponline@orbis.com.sg


DELIVERY

Delivery is FREE for nett purchases $50 and above!

Delivery fee of $5.50 applies for nett purchases below $50.

Orders will be delivered within 1-5 working days. 

We deliver throughout Singapore except restricted areas such as airports, Sentosa Island, Military Camps/Areas, Protected Areas, Changi Airfreight Center, Jurong Port, PSA Terminal/Wharves, Jurong Island and other offshore islands.

Currently, we do not have self-collection service at our stores or counters.

You can view and track your order status under "My Orders" when you log in on our website. Alternatively, you may contact our e-fulfilment partner at (65) 6271 0524 from 9:00am-5:00pm Monday - Friday (excluding public holidays) or help@anchanto.com

The first 2 re-deliveries are free. Kindly note that your order will be cancelled after the 3rd failed delivery attempt. 

Delivery to international addresses is currently not available.


RETURNS

We strive to ensure your complete satisfaction when shopping with ORBIS. If you are unsatisfied with your order, you may request to return your items and get a refund.

Kindly complete the Return Form and email it to our e-fulfilment partner at help@anchanto.com The Return Form can be downloaded online here. Upon acceptance of your return request, our efulfilment partner will make arrangements to pick up the items on your preferred date and time. Please be advised that the items must meet the following conditions before any refund will be issued.

Please be advised that the items must meet the following conditions before the refund is processed:

  • Item(s) must be returned to us within 14 days from the date receiving your order.
  • Items purchased as part of a promotional set or a multi-item pack must be returned as a whole set.
  • Any Gift(s) with Purchase must also be returned if it is included in the purchase.

We strive to ensure your complete satisfaction when shopping with ORBIS. If you received a damaged or incorrect item, you may request to return your items and get a refund.

Kindly complete the Return Form and email it to our e-fulfilment partner at help@anchanto.com The Return Form can be downloaded online here. Upon acceptance of your return request, our efulfilment partner will make arrangements to pick up the items on your preferred date and time. 

Please be advised that the items must meet the following conditions before the refund is processed:

  • Item(s) must be returned to us within 14 days from the date receiving your order.
  • Items purchased as part of a promotional set or a multi-item pack must be returned as a whole set.
  • Any Gift(s) with Purchase must also be returned if it is included in the purchase.

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 and brands. It is always best to know and understand how your skin reacts to different products and ingredients.

If you experienced an allergic reaction after using our products, please contact our Customer Service Center at (65) 6593 9264 from 9:00am-5:00pm Monday - Friday (excluding public holidays)  or email us at shoponline@orbis.com.sg with a detailed description of what occurred along with pictures. We will do our best to find an appropriate solution. In certain instances, a medical certificate may be requested to verify if it is the product that caused the allergic reactions.

Refunds will take about 1-2 weeks to process. A notification email will be sent out once the refund is sucessfully completed. If several weeks have passed since your return, and you have not received a refund, please contact our Customer Service Center at (65) 6593 9264 from 9:00am-5:00pm Monday - Friday (excluding public holidays)  or email us at shoponline@orbis.com.sg

A refund will be issued via paypal. In the case whereby part of the payment was made using point redemption, the points will be refunded first. Any balance amount will be refunded via paypal.

Currently, we do not accept returns at our stores and counters in Singapore.

All points earned on the returned items will be forfeited accordingly. If you have already used up part of/all of these points meant to be forfeited, then you may notice a negative point balance. In the case whereby part of the payment was made using point redemption, the points will be refunded first. Any balance amount will be refunded via paypal.
You may drop by our stores and counters to test the products and consult our Beauty Advisors for product recommendations and skincare advice.

ACCOUNT

Make sure you are logging in with the same email address and password you registered with. If you are unable to recall your password, click on "Reset Password" link on the log in 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 contact our Customer Service Center at (65) 6593 9264 from 9:00am-5:00pm Monday - Friday (excluding public holidays) or email us at shoponline@orbis.com.sg 

If you are an existing ORBIS member or have signed up for our newsletter when you made a purchase at our stores before, your contact information has been saved with us and an account has already been created for you using the email address you indicated. Kindly click on the "Reset Password" link on the log in 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.

Using back the same email address will ensure that the points you earned at our stores will be reflected correctly on your account online. You can then earn and redeem points when you shop online and offline using the same account.

If you continue to experience problems, please our Customer Service Center at (65) 6593 9264 from 9:00am-5:00pm Monday - Friday (excluding public holidays)  or email us at shoponline@orbis.com.sg with the details and screenshots of the error.

To update your personal details, please login to your account, click on your name on the top right hand corner of the page. Click on “Edit Account” and then proceed to update your personal information.

A contact phone number is required by most shipping carriers. We will only use this information, when necessary, to notify your about your order and delivery.

You need to register an account with us to place an order online. This allows you to track order statuses, enjoy member benefits and save time by not having to re-enter your personal information when making future orders.

You need to register an account with us to place an order online. This allows you to track order statuses, enjoy member benefits and save time by not having to re-enter your personal information when making future orders.


LOYALTY

As an ORBIS member, you get to earn and redeem points on every purchase, enjoy exclusive promotions and birthday month privileges as well as be the first to know of our upcoming events and new product launches! Join us by simply registering a new account here.

Membership is free with any purchase! If you are shopping online, simply register here and you can start earning points from your first online purchase.

If you are at our stores, you will be asked to fill in an e-registration form at the point of purchase. 

Earn 1 point for every $1 spent at our stores or on our website. With every 100 points accummulated, you can offset $1 on your next purchase! The minimum point redemption amount is 10 points. 

Definitely! You may earn and redeem points at both our stores and on our website. During checkout, simply key in the number of points you wish to redeem and your bill amount will be offset accordingly.

Your points expire 1 year from your last purchase month. For example, if your last purchase was on 15 June 2016, then all your points will be valid for redemption until 30 June 2017.

Kindly visit our stores to inform us about this and request for a replacement card. Charges may apply for issuing a replacement card.

Enjoy a one-time 20% off discount on regular-priced items anytime during your birthday month! Offer is valid for one-time use on your birthday month at all ORBIS stores and counters. Birthday month specials cannot be utilised on the online store at the moment. Do visit any of our stores or counters to enjoy your birthday privileges.


PRIVACY

The information you supply is confidential. Personal information will only be used by ORBIS for order shipments or customer service according to the Personal Data Protection Act. 

Your credit card details are secured by SSL-encrypted technology and will never be stored online or accessed without your permission.

Please refer to our privacy policy for more details.


OTHERS

You may find the full list of ingredients listed on every product page.

Free samples for selected products are available at all ORBIS stores and counters.

Unfortunately, our products are not Halal certified.

We do not offer gift vouchers at this moment.

Sure! Kindly drop by our stores and consult our Beauty Advisors who will be more than happy to assist you with your concerns.

Our new monthly promotion changes around the end of each month and starts at 10.00am on the online store and all other retail stores.