FAQS

Frequently Asked Questions (FAQs)

 

Orders & Shipping

How do I know if my order has gone through?
Once you have placed an order successfully after payment is confirmed, an email confirmation will be sent to you. Please remember to check your junk mail folder if you did not see the email confirmation.

If payment has been processed but you did not receive any email confirmation, you can reach out to us at hello@cherellebeauty.com

Howcan I change/cancel my order after it has been placed?

Kindly note all orders are finalised once payments have been made and it is not possible to amend/cancel any orders. To ensure you got your orders correct, please do check before you check out and make payment. However, if you really need assistance, do reach us at hello@cherellebeauty.com and we are here to assist you. 

Tracking of orders

Once you have placed an order, an email confirmation will be sent to you. We will send you an order confirmation with our logistic partner’s tracking number. We are working very closely to ensure your order can reach you as soon as possible.

If your tracking number is not working at all, please reach out to us at hello@cherellebeauty.com and we are here to assist you to find your order

What if I am not around when my parcel arrives?

Our delivery partner will inform you in advance prior to your parcel delivery date and time. Please kindly ensure someone is around to receive your parcel. Additional charges may be incurred for subsequent re-deliveries. 

Singapore shipping

Free local Singapore shipping for orders over SGD50.

A flat rate of $4 will be charged for orders below SGD 50.

 Singapore shipping description

Local Singapore shipping takes up to 2-4 business days. During peak sales period, kindly expect slight delays and we will try our best to expedite your shipping within 10 business days, subjected to courier's delivery schedule.

 

International shipping

We do ship internationally to countries stated in the list! However, if you cannot find your country, do email us hello@cherellebeauty.com , we are very happy to assist you on your purchases 😊

Free international shipping for orders above SGD150

If spending is lower than SGD 150, rates, according to your country, will be calculated automatically by our logistic partner.

 

International custom duties

Dear international Customers, kindly note that you will be responsible for any and all customs fees, taxes, tariffs or duties levied by your government. These fees are usually collected upon delivery by our logistic partners. Shipping of all products are from Singapore and all declaration of package value are per what you have purchased.

International shipping description

We take 3-5 business days to coordinate your order and the delivery time depends on your country’s partner logistic. If your orders are urgent, please drop us an email hello@cherellebeauty.comto expedite your orders and price may differ due to the listed price. 

 

Returns & Exchanges

Return policy

We are happy to accept returns on any unopened and unused beauty products purchased from our website (www.cherellebeauty.com) and our official pop-ups with proof of purchase.

• The exchange/return needs to be requested within 14 calendar days from the items received time.
• Only one time exchange/return is allowed
• Upon approval for return/exchange, the return package must reach us within 5 business days (Singapore orders) or 10 business days(international orders)
• Processing of returns/exchange may need 5 – 7 business days from the day we received the returned item
• Refunds will only be made in the form of store credits with 3 months validity
• All packaging and/or wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale will not be accepted for refund or an exchange.

• We are unable to accept items that are not in the original sale condition, and we reserve the right to refuse an exchange/return should a returned item not met these requirements or if the product has been damaged by the recipient due to lack of care*.

• Do note items that are purchased during sales or using a promotion code are not eligible for returns or exchanges.
• If you have enquiries, please reach out to us at hello@cherellebeauty.com

Do I need to pay for return shipping fee?

Yes, we do recommend using a reliable shipping service which provide a tracking number. If any return items are lost during return shipping to us, we cannot issue any refund. Unpaid or underpaid returns may not be delivered to us and therefore will not be processed.

What should I do if I did not received the item that I ordered or received a wrong item?

We are sincerely sorry if your order has not been received. Please contact us immediately within 14 calendar days upon items received(starting date from shipment tracking receipt of items). Please send us a photo/video on the received items and order number to hello@cherellebeauty.com and we can help you to correct the order.

 

Accounts and privacy policy

Membership privacy policy

We respect your privacy and information provided to us are strictly confidential and only solely for Cherelle Beauty’s membership usage.

Benefits of membership

Registering an account with us will allow you to keep track of all your purchases, orders and order tracking information. You can store your particulars for a faster check out. It also allows you to store promocodes applied to your account exclusively and most importantly, accumulating love points! You will also receive a birthday gift from us on your birthday month! 

We have different membership tier allocated which the more you buy, not only you get points, you also get better promotions, better birthday present and get to be the first to try when we have new launches!

We love to let you know on any promotions for our products as well as birthday promotions specially for you!

Cherelle Beauty points rewards program

Who can join this program?

As long as you register an account with us, you are eligible for this program! This program aim to give you rewards for selecting us in your beauty routine

How do I earn points?

Every SGD $1 spent on our products entitles you 10 points. Every 100 points entitled you to $1 off your product (10% off your purchase!)

With every successful friend referral together with them spending SGD50 and above, you are entitled to 1000 points (SGD$10 worth!).

Leave us an approved review entitles you to 500 points.

Follow us on our social media platform(Instagram/Facebook) entitles you to 500 points 

Is there expiry to my points?

Yes, the love points are only valid for 12 months from the purchase date.

My points are not updated!

Simply allow the system to register your points within 48 hours and if you still did not see your points, please contact us hello@cherellebeauty.com and we will assist you. 

Membership Tier  

Bronze beauty : Basic membership with any purchase. Receive 500 points (SGD5) during your birthday month! 

Silver beauty : Second tier membership with accumulated purchases more than $300! Receive 1000 points (SGD10) during your birthday month and get exclusive promo codes for any promotion meant for silver tier

Gold beauty : Third tier membership with accumulated purchases more than $1000! Receive 1500 points (SGD15) during your birthday month, get exclusive promo codes for any promotion meant for gold tier and be entitled to all launch events