Frequently Asked Questions (FAQ)

Order & Delivery

Delivery & Shipping Fees

Shipping (Singapore only)

For orders below $300, there is a fixed delivery fee of $30.
For orders above $300, you are eligible for free local shipping.

Click & Collect at our local retail store

All orders are eligible for "Click & Collect" and this service is currently non-chargeable.Pick up your order from our store directly when you select “Self-Collection” during checkout. We will notify you by email when your order is ready for collection.

All orders must be collected within 4 working days from the shipping confirmation email.

Please provide us with the soft / hard copy of purchase confirmation upon collection.

Retail Store Information (The Shop)

Operating hours: Monday - Tuesday 11:00 am to 6:00pm | Wednesday - Friday 11:00am to 8:00pm (except Public Holidays).

Luzerne Pte Ltd
70 Bendemeer Road, Luzerne #05-01
Singapore 339940

(65) 6298 4567

Our online store currently ships to Singapore only. While we work on international shipping to your country, please visit our retail partners for your country or region.

Yes, you can choose "Click & Collect" upon checkout.

Order & Delivery

Order Tracking

Local shipping
Once we receive your order confirmation, we will process your order and it will take 3–5 working days to deliver the order safely to you.

Click & Collect
We will prepare your order in 4 working days and you will receive an email to inform you that your order is ready for collection. All "Click & Collect" orders must be collected within 4 working days after the order collection email is received.

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Please email for further assistance. Kindly include your order number to help us to process your order queries.

Returns & Exchanges

Return & Exchange Policy

If you change your mind on any of our products, please let us know within 4 working days from the date you receive the order for an exchange or refund via further assistance.

Kindly note that the refund option is not applicable on discounted products. However, we can do exchange on defective products.
You can choose to return the products to our store location or allow us to pick them up at a flat rate of $30.

Please note there is an admin surcharge of $10 for every return or exchange order.

Kindly note that the return/exchange option is not available on sale items.

Yes, unless stated otherwise in the promo code terms and conditions. Please check our return policy here.

Applies to the cart’s subtotal regardless if the item is on sale or not.

Multiple gift cards can be used in one cart.

Gift card can be used together with promocodes.

Valid for 12 months from date of issue. Unused values will not be refunded or
attributed to any transactions after the expiry date.

Can be redeemed against all products online or in the pop-up retail shop.

Cannot be redeemed for cash or/and returned for a refund

If the purchase exceeds the value of the gift voucher, balance must be paid by
debit or credit card.

Gift vouchers cannot be replaced if lost or stolen.

Luzerne can vary or replace these conditions from time to time.

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