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Frequently Asked Questions

Frequently Asked Questions

(1) Are our essential oil products pure? Are they organic certified ?

Yes, all our essential oil products are 100% pure which we source from all over the world. Our company is registered under ACRA in Singapore and we only believe in long-lasting businesses.

For organic essential oil products, they are certified by Australian Certified Organic (ACO) & United States Dept. of Agriculture (USDA).

 

(2) Why do we need 100% pure essential oils ?

Essential oils are not only distilled and used for the purposes of aromatherapy, they are also more commonly used in the personal fragrancing, home fragrancing, cosmeceutical, food/beverage and other industries.

The standards for essential oil quality and purity are highest for aromatherapy use. By holistic aromatherapy standards, an oil that is not pure is clearly considered of poor quality.

 

(3) What can I do if I have forgotten my password?

Simply click on "Forgotten password" link and old password could then be reset. 

 

(4) Are your prices in Singapore Dollars ?

Yes, all prices are in Singapore dollars.

 

(5) What are the modes of payment ?

The accepted payment modes are PayPal, and all major credit cards. All credit card orders are process securely using PayPal. PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at our online store to purchase items by Credit Card (Visa, Mastercard, Discover, and American Express), or Debit Card. We (merchant) cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

 

(6) Do I need to have a PayPal accounts ?

No, you can pay by credit cards without having a PayPal account.

 

(7) How do I know if my order went through successfully ?

You will receive an e-mail confirmation with the order number upon successful transaction. In the event that you did not receive any e-mail confirmation, please login to your account and check your shopping cart to see if you have checked out all items successfully.

 

(8) When can I receive my order?

Delivery times vary and depends on the destination country. It's estimated 1 - 3 business days within Singapore. For oversea shipment, due to any situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

 

(9) What happens if I'm not available at the time of delivery? 

If you are unavailable to collect the delivery personally, you may authorize another person to collect the item on your behalf. Orders will not be delivered without any acknowledgement of receipt from the customer or their authorized person(s). It is best to ensure someone is home to receive the goods. If not, we recommend using an alternative, like your work address for delivery. We are unable to redirect orders once items have been dispatched. 

 

(10) What are your delivery charges ?

Free delivery for shipment within Singapore.
For international shipement, shipping rates vary according to size, weight and destination. It will be calculated at the time of purchase via our online store's checkout page.

Any additional cost (eg. customs duty/tax etc) arising out of oversea shipment will have to be borne by the customer.

 

(11) Do you ship internationally?

Yes, we do ship internationally. For oversea shipment, any additional cost (eg. customs duty/tax etc) arising out of oversea shipment will have to be borne by the customer.

For whatever reasons, if the shipment is prohibited in destination country, refund will be given back to the customer.

 

(12) If Customs duties are incurred, who is responsible for them?

Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. AROMA NATURAL HOUSE PTE LTD do not add taxes, VAT, duty, or any other hidden charges. 

 

(13) Can I change or cancel my order ?

We regret to inform you that orders once confirmed are not allowed to be cancelled. Thus, we seek your cooperation in reviewing your order carefully before submitting your order. 

 

(14) What is your exchange policy?

We only accept exchange/replacement for incorrect or product is already damaged when delivered to you. Your request must be sent to sales@aromanaturalhouse.com within 7 days after receiving the product.

Please refer to 'Terms & Conditions' for clauses 19,20 & 21 for more information

 

(15) Can I change my shipping address after my order has been placed ?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact us immediately at sales@aromanaturalhouse.com

If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

 

(16) Do we do Wholesale?

Yes, please contact us for more information at aromanaturalhouse@gmail.com 

(17) Do we do Corporate gift?

Yes, discount will be given for corporate gift order, please contact us for more information at aromanaturalhouse@gmail.com