Hey! How can we help you?
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button at the bottom right of this page to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Orders
Adding Items to Your Cart
- Visit Eclare.sg and browse our selection of beauty, skincare, and fragrance products.
- Select your desired item and click "Add to Cart", adjusting the quantity as needed.
- Click the Cart icon at the top right corner to review your selected items.
- If applicable, enter a Promo Code and click "Apply" to enjoy discounts.
- Choose any available complimentary samples (while stocks last).
Placing Your Order
- Once you're satisfied with your cart, click "Secure Checkout" to proceed.
- Enter your Shipping Address, select your preferred Shipping Method, and choose a Payment Option.
- Review your order details carefully, then click "Place Order" to complete your purchase.
Order Confirmation
After placing your order, you will receive a confirmation email with your order details.
Enjoy shopping with Eclare!
Unfortunately, once an order has been successfully placed, we are unable to make any modifications, such as changing the shipping method or adjusting the quantity of items.
As Eclare is not responsible for refunds or replacements for orders delivered to incorrect addresses provided at checkout, we strongly recommend reviewing your cart and shipping details carefully before completing your purchase.
For further inquiries, please reach out to our Customer Service Team via Web Chat for assistance.
Your order confirmation number is generated only after you have successfully placed an order. Once confirmed, you will receive an email with your order details.
If you placed your order while signed into your account, you can also track its status by visiting "Orders" in your account.
Didn't Receive Your Order Confirmation?
Don't worry! We're here to help. Please reach out to our Customer Service Team via Web Chat for assistance.
The 'Payment Pending' status typically appears when payment is unsuccessful. If this happens, you should receive an email from us with instructions on how to reattempt payment.
Unable to Reattempt Payment or Didn't Receive a Payment Failure Email?
To avoid duplicate orders, please do not place a new order. Instead, contact our Customer Service Team for assistance.
Already Paid but Order Status Hasn't Updated After 24 Hours?
Our Customer Service Team can verify your payment and resend your order confirmation. Please reach out to us via Web Chat.
Delivery
Checking Your Order Status
You can easily track your order by logging into ‘My Account’ and selecting ‘Orders’ to view real-time updates.
Order Status Explained
Delayed Delivery?
If your order hasn’t arrived within the expected time frame, we sincerely apologize for the delay. While no action is needed on your end, you can continue tracking your parcel in the ‘Orders’ section.
Can’t Find Your Order in ‘My Account’?
Only orders placed while signed in will appear under ‘My Account’. If you checked out as a guest, your order will not be visible there.
Need further assistance? Our Customer Service Team is happy to help.
We currently offer the following delivery options:
| Service | Cost | Delivery Time Frames |
|---|---|---|
| Standard | $1.99 for orders $49.99 and below Free for orders $50.00 and above |
1 - 2 Working Days |
| Next Day Delivery | $3.99 | For orders paid before 2pm, deliver by tomorrow (excluding Sundays and Public Holidays). For orders paid after 2pm, deliver by the day after tomorrow (excluding Sundays and Public Holidays). |
Delivery Terms & Conditions:
- Orders must be placed before 2 PM SGT for the estimated delivery time frame to apply.
- Delivery fees apply if the final purchase amount (after discounts or gift cards) falls below $50.
- Delivery may take longer during sale periods, holidays, or unforeseen circumstances (e.g., extreme weather or government-mandated measures).
- Deliveries are made on weekdays only (excluding Singapore Public Holidays).
Due to an increased volume of orders, some deliveries may take longer than expected. We apologize for the delay!
There's no need to take any action. You can simply log into My Account to check the status of your order and continue tracking your parcel in the Orders section.
Return, Exchange & Refund
At Eclare, we strive to provide a seamless shopping experience with accurate product descriptions and quality service. However, occasional discrepancies in descriptions, colors, pricing, or promotions may occur. We reserve the right to correct any inaccuracies, update information, or cancel orders if errors are found, even after an order has been placed—without prior notice.
Returns & Exchanges
If you are not completely satisfied with your purchase or have made an incorrect order, you may request a return or exchange within 14 days of receiving your order, subject to the following conditions:
To initiate a return or exchange, please contact us at support@eclare.sg or via Eclare web chat.
Refund Policy
Refunds may be issued under the following circumstances:
Refunds will be processed back to the original payment method and may take up to 14 business days to reflect in your account. Customers who no longer have access to the original payment method must contact their bank or payment provider for assistance.
Order Modifications & Cancellations
By placing an order on Eclare.sg, you agree to the terms outlined above. If you have any questions, our Customer Service Team is happy to assist you.
How do I return an order?
To initiate a return, please contact our Customer Service via the web chat or contact form. Include the following details in your enquiry:
- Order Number
- Name of the Item
- Reason for return
- Item Photo
What qualifies returns?
| Return Reason | Refund | Store Credit/Gift Card |
|---|---|---|
| My Item arrived Damaged/Faulty | YES | YES |
| I’ve tried the product and have changed my mind | NO | NO |
| My product is unused but I’ve changed my mind | YES | YES |
| I have received the wrong item | YES | YES |
| One of the items I ordered was missing | YES | YES |
| I would like to return my item but I do not have any proof of purchase* | NO | NO |
*Proof of purchase = email invoice
If you need assistance with your return or have further questions, please contact our Customer Service Team.