FAQ

Q1.

How do I contact New Moon eShop customer service?

If you have any inquiry or feedback for New Moon eShop, please leave us a message at http://shop.newmoon.com.sg/contactus. Kindly allow us 1-2 working days to get back to you.

We are more than happy to assist you.

Q2.

How many days in advance can I place my order?

You may place your order 3 months in advance of your expected delivery date.

Q3.

How do I place my order?

Step 1: Register as a New Moon member or sign in using your username and password.

Step 2: Add item to your cart. 

Step 3: Add address to your own address book. 

Step 4: Select billing address and shipping address.

Step 5: Select quantity, delivery date and time. Click "Check for Availability".

Step 6: Fill in recipient name and the message you wish to convey to the recipient.

Step 7: Fill in promotion code (if any) and select payment mode.

Step 8: Proceed with payment.

Q4.

Where do I put my well wishes or my gift message in the order?

Kindly note this service is applicable for Hampers and Gift Sets only. You may include a greeting message with your order upon check out, before payment. A complimentary greeting card with your message would be provided. 

Click on “Preview your greeting message” to view the greeting card.

Q5.

Can I customize my own hamper with various items from New Moon eShop?

No. This option is currently unavailable.    

Q6.

I am interested in placing a bulk order, what should I do?

To bulk upload address,

Step 1: Sign in using your username and password.    

Step 2:  Click “Address Book” and “Add New Address 

Step 3: Click “Want a quicker way to Upload Address Book?”

Step 4: Download the template and fill all the necessary information starting from Row 6 of template

Step 5: Browse the template you saved and click “Import”. 

Otherwise, please send your enquiry to "Corporate Sales Enquiry" via Contact Us and we will respond your enquiry within 1-2 working days.

Q7.

How do I know if I had placed my order successfully?

If your order has been successfully placed, you would receive an auto generated email confirmation with your order number, date of purchase, a summary of your order items and a shipping address within minutes.  

Please ensure that you have provided us with a valid email address.

Alternatively, you may log in to your account and check under your Orders.

Q8.

How do I check the status of my order?

You may check your order status via these simple steps.

Step 1: Sign in using your username and password.                         

Step 2:  Click on Orders.                                                                                         

Step 3:  Search via the order number and order date of your order and click on Details.

Q9.

What should I do if I face issues when placing my order?

You may reach us via Contact Us at "Consumer Feedback"

Operating Hours: Mondays – Fridays, 9am – 5pm except public holidays

Q10.

May I collect my New Moon eShop order at New Moon Retail Outlet?

No. This service is currently not available.

Q11.

Can I make changes to my order items after I have received the order confirmation via email?

Yes. Changes can be made to a confirmed order 48 working hours before delivery time. You may notify us about the changes via Contact Us at "Consumer Feedback". All changes are not guaranteed and depend on the availability of the services. We will confirm your changes via email.

 We are unable to make any changes to your confirmed order if it is less than 48 hours before your delivery time.

Q12.

Would my recipient be receiving an invoice together with the order item(s)?

We do not attach invoice for all deliveries. However, we will attach a delivery order for each delivery. Prices will not be reflected on delivery order.

Q13.

I realized that there is an item in the hamper which I ordered being replaced with another item.

We understand that it is of utmost important for your gift to be delivered on time; hence substitution with similar items of equivalent or higher value may occur when necessary. New Moon reserves the right to replace any item including decorative elements like gift basket. 

Q14.

If I purchased an item before a promotion starts but it is due to receive it only after the promotion runs, am I entitled to the promotion's benefits?

No. Orders are processed at the point of receiving them, hence, items would be charged at the price as at the moment of sale, regardless of the delivery date.     

Q15.

Can I cancel my order and be refunded?

Yes. To cancel your order, please send us your request via Contact Us at "Consumer Feedback" with your Order Number. We will assist to cancel your order and notify you once it has been done.

NOTE: We can only cancel your order 48 working hours in advance before your delivery time

For example, the scheduled delivery is on 6 p.m, Monday. The order must be cancelled on Thursday before 6 p.m. 

Any refund on the order will be processed and completed approximately 4 working weeks, subjected to your credit card’s billing cycle.

Q16.

Can I place my order without registering as a New Moon member?

No, you are unable to order if you are not a New Moon member.  Please kindly register as a New Moon member at no cost.

Q1.

How much would I be charged for delivery?

Singapore deliveries are charged at a standard rate of SGD5.00 and above per address unless otherwise stated. Orders exceeding SGD120.00 nett will be entitled to a free delivery to 1 location. 

Q2.

What are your delivery schedules?

Q3.

Where can you deliver to?

We provide delivery to all locations in Singapore except the following:

1. All the islands: Jurong island, Pulau Ubin, Pulau Tekong, St John island, Kusu Island
2. Airport Cargo/ Airport
3. Alps Ave
4. PSA Terminals
5. SAF Camps and all military zone
6. Jurong Port
7. Resort World Sentosa
8. Prisons
9. Singapore Technologies Buildings
10. Shipyards

Q4.

May I make changes to the delivery address?

Yes. Changes can be made to a confirmed order 48 working hours before delivery time. You may notify us about the changes via Contact Us at "Consumer Feedback". All changes are not guaranteed and depend on the availability of the services. We will confirm your changes via email.

 We are unable to make any changes to your confirmed order if it is less than 48 hours before your delivery time.

Q5.

What happens if I provide an incorrect delivery address?

Please be cautious of the delivery details when you make an order. New Moon eShop is not responsible for deliveries that fail for any of the following reasons:

• The recipient was not available to accept the package within the designated time period
• An incorrect or incomplete delivery information
• Unable to contact the recipient

If you have given us the wrong or insufficient contact information, please get in touch with us as soon as possible via Contact Us at "Consumer Feedback".

You are required to pay additional SGD15.00 delivery charge for repeated delivery attempt due to incorrect address. Your order will be delivered within the next 24 hours.

Q1.

What should I do if I receive defective goods?

Contact us via Contact Us at "Consumer Feedback" and our customer service will assist you. Please indicate your order number in your request.

Q2.

Will I be notified if my cancellation request is approved?

You will receive an email from us within 1 to 2 working days.