FAQ

How much will I be charged for shipping?

ORDERS* SHIPPED BY LOOQAL

Within Singapore

• Free, for orders of SGD 180 and above
• SGD 8 for orders below SGD 180

-> For the Gifting Season (Nov 22nd, 2023 - Jan 1st, 2024), it's Free for orders above SGD 80, and SGD 8 for orders below.

International

• Shipping rates are calculated at checkout, and differ by destination.
• You enjoy discounted rates of between 30% - 54% off actual shipping costs for orders of SGD 280 and above.
• Shipping rates quoted apply to packages not exceeding 1.5kg in volumetric weight. For anything above, kindly contact us at customerservice@looqal.com
• Shipping rates do not include duties and taxes.

-> For the Gifting Season (Nov 22nd, 2023 - Jan 1st, 2024), it's a flat SGD 15** for orders above SGD 280, and standard rates for orders below. 

**Exception: This special rate does not apply to UAE, South Africa, Qatar, Turkey. Standard rates apply. 

*Orders refers to all orders in your cart that are shipped by LOOQAL. If you have in your cart, an order from a Merchant/ Store who ships directly to you, shipping for that is calculated separately, and the rates are indicated in Shipping & Returns on the respective Product Page. 

ORDERS SHIPPED BY MERCHANTS 

Some of our Merchant partners ship directly to you, and this is separate from LOOQAL's logistics process and shipping rates. Rates are calculated separately, and terms differ from merchant to merchant. Please refer to Shipping & Returns on the respective Product Page.

Do I need an account to place an order?

Yes, create a Customer Account so that we can process your order. Once you have created your account, you may start adding pieces to your Wishlist or Shopping Cart, place, and track your orders. 

How do I use Referral Codes and Promotional Codes?

Simply paste the Code you've been given, into the HAVE A VOUCHER? box at Checkout (Payment Options page), click Apply, and the Discount will be applied. Do note that:

• Referral Codes and Promotional Codes are for one-time use only, per Customer, unless otherwise stated. 
• Only one code is accepted at any one time at checkout. 
• Referral Codes and Promotional Codes cannot be applied to promotional bundles and non-regular priced items. 

How do I receive LOOQAL email updates?

Be the first to know of new brands, new arrivals, exclusive promotions and read our stories, by subscribing to our e-newsletter. You may choose to unsubscribe from our mailing list anytime, by clicking ‘Unsubscribe’ in any of the emails you receive from LOOQAL.

How do I communicate with a Merchant/ Store?

Use the Chat button found on each Product Page (next to Add to Cart button). You'll find your chat history in 'Messages' (button in the bottom right of every page).

Where can I find size & fit advice?

You will find this in Product Description on the product page. Do note that each brand’s sizing methodology may differ. The numerous images of the product on the Product Page will give you a good idea of style and details. Size ‘as seen on model’ offers a good reference, too. If in doubt, contact the Merchant via  the Chat button on the specific Product Page.

Can I cancel my LOOQAL order or make changes to it?

Yes, you are able to cancel your order, up to  24 hours after placing it. Go to your My Account - Orders - find the relevant order - Cancel. We cannot add nor remove items from an existing order, but you can place a new order for additional pieces.

Price of Products

At LOOQAL, you are shopping pieces of quality merchandise from our merchant partners located worldwide, curated for you by our team. While we advocate uniform and standard pricing across all the Merchant’s sales platforms, prices are determined by each Merchant/ Store.

Wishlist

Placing an item in your Shopping Cart or Wishlist will not reserve it at a particular price. Any changes made to the price of the product, so long as the product has not been checked out, will be updated, and applies at the next checkout.

Which currencies can I shop in?

By default you will be served the product catalogues priced in SGD if you are shopping from Singapore, and USD if you are shopping from any other country. However, you may choose to shop in SGD or USD via the Currency button on the Homepage (in the FOOTER on desktop and in the INDEX on mobile). The final price charged to your payment cards and accounts in currency other than SGD and USD will be subject to your financial institution’s currency exchange rates and any fees applicable.

When will my card be charged?

Payment is taken at the point your order is placed on our platform.

Will my personal details stay safe?

We keep your personal data private and confidential and use it with your consent, or if legally permitted to. For further details, please refer to the our Privacy Policy.

When will my size be available?

Contact the relevant Merchant via the Chat button on the specific Product Page.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles, and as items are often limited, we do not offer reservations. Having the items in your Shopping Cart and Wishlist does not mean that the items are reserved. So long as the items have not been checked out, they are available to all customers.

Are LOOQAL items authentic?

We curate directly from founder-led brands and authorised distributors, and to our best efforts, ensure that the brands and their products are true to the values and promises they proclaim.

Do you ship to my city/ country?

We are shipping to most major cities. Should you find that your destination is not supported at checkout, please reach out to us via Contact Us, found on the footer of our Homepage.

When will I receive my order?

We endeavour to dispatch your order within 5 working days. From then, domestic shipping takes another 2-3 days. International shipping takes 5-10 days. Turnaround times other than these are stated in 'Shipping & Returns' on each Product Page.

Unforeseen delays in shipping happens. You will receive a tracking number and link from your assigned shipper once the order has been placed, which allows you to track your shipment.  

Will my orders all arrive at the same time?

If you have ordered from multiple Merchants/ Stores, we try our best to deliver them in 1 shipment, however due to specific fulfilment agreements, some of your items may arrive separately, and you will receive separate shipping notifications.

Do Prices and Shipping Rates include taxes and duties?

Prices and Shipping Rates on our site do not include taxes and duties, unless otherwise stated. Please refer to Shipping & Returns on the relevant product page for details. For more information on taxes and duties, please refer to our Shipping Policy.

Why can’t certain items be shipped to me?

While we ship to customers in most parts of the world, some Merchants may, due to certain policies, service only specific countries, and not others. Another reason could be customs and importation restrictions of the destination country. Please refer to Shipping & Returns on the relevant product page for details.

What is LOOQAL’s returns policy?

Requests for returns are generally accepted, if made within 7 days of receiving your product. However, there are exceptions, such as the following:

• Products categorised as Self-care (including, but not exclusive to skincare, bath and body products, essential oils, fragrances, makeup and applicators) and swimwear, hosiery, undergarments, face masks, dining ware and kitchen ware are not returnable due to hygiene reasons.

• Products sold at a discounted price are not returnable.

• Customised items are not returnable.

• Merchant does not accept returns due to certain policies.

• Products do not meet our Returns criteria

Please refer to the Shipping & Returns section on the specific product page and LOOQAL’s Returns Policy for detailed Returns Criteria.

Will shipping costs and duties be refunded if I return my products?

With the exception of faulty, defective or wrongly-delivered products, shipping costs and duties paid are not refundable. Please refer to our Returns Policy for detailed information.

What if I do not receive my parcel?

LOOQAL nor our merchants are able to accept responsibility for goods lost in transit or goods that have been delivered with a valid proof of delivery. If your parcel goes missing, you will need to lodge a formal complaint as the owner of the parcel, with the assigned courier.

Can I return customised items?

We are unable to accept returns, as customised pieces are created to your specifications.