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FAQs


FREQUENTLY ASKED QUESTIONS

Products

Are your Products authentic?

We ensure that our suppliers/vendors are properly accredited. Here at Vandajo, our mission is to ensure a safe and secure environment for online customers to make their purchases. We make sure that all products sold are 100% authentic. If you feel there is a problem with any of our products, immediately stop using it and contact our customer service team.

Vandajo is owned by a major publicly listed company in Singapore and we 

I like some new brands/products but you do not carry it. Will you bring in these items?

At Vandajo, we are committed to finding unique and interesting products for our valued customers. If there is something you like and not offered by us, kindly contact us and leave us a message.

Order/Payment

Are my details safe when ordering online with Vandajo?

Protecting user data is one of our top priorities at Vandajo. We will never disclose, share or sell your data to third-party marketers. 

Can I do bank transfer for payment?

We do not advise this method because it would take longer to process your order. However, should you require only bank transfer as method of payment for your purchase(s), do let us know so that we can make the arrangements for this.

Can I order without an account on your website?

You do not need an account to place an order. However, we would recommend that you sign up with us to receive first-hand news about the latest products and promotions. In addition, having an account entitles you to the Vanda Rewards Program, where you are entitled to points that can be redeem as cash value on our site.

What should I expect after I placed my order?

An order confirmation email will be sent to you with details of your order. When your item is shipped out, we will also notify you accordingly.

When will my account be charged for my order?

If your card is authorized, payment will be made immediately, and you will receive an email confirming that your order has been successful. We thank you in advance for your kind support.

Will I receive any order confirmation after placing an order?

You will receive an Order Confirmation email that entails your purchase details including pictorial references, unit prices and total amount paid.

How do I track the delivery status of my order?

If applicable, an email will be sent to you with the tracking number and link to click to track the status of your order

Can I amend my order after I've placed it?

Do drop us a message or email us at info@vandajo.com; if your order hasn't been shipped out yet, we would be able to make the changes for you. If the orders have been shipped out then we regretfully will not be able to effect the amendments of your order, and seek your kind understanding on this.

Can I cancel my order after I've placed it?

As a general policy, no cancellation may be allowed for orders placed with us. However, should you be facing extenuating conditions that render a cancellation, please contact us at info@vandajo.com and we will get back to you after reviewing the situation

What if the product runs out of stock after I have ordered or made payment?

We strive to be as accurate as possible with our inventory, and expect that occurences as such should be minimal. However, should this situation occur, we will contact you for further advice/discussion.

Do you offer a wholesale discount for bulk purchase?

You will need to open an account with us and send us the relevant information on our Wholesale Information page. Please contact us at info@vandajo.com for further discussion.

What should I do if my order hasn't been received yet?

If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service Team by dropping us a note at info@vandajo.com so we may assist you further.

Promo Code

How do I redeem a promo code?

Simply enter the promo code upon checkout at our online store to redeem the discount!.

Can I use more than one promo code on my order?

You may only utilize one promo code at any one time for your purchase(s).

Shipping & Delivery

Does Vandajo offer International shipments options?

International shipment options are limited to the countries selected. Currently, we offer shipments to Singapore & Malaysia and the countries on offer will be progressively rolled out globally.

What is the leadtime to receive my order?

We strive to prepare all in-stock orders within 24 hours and have them shipped out within the next 1 to 3 working days. 

What are the different type of delivery options?

We currently work closely with our fulfilment partner to offer courier services right to your doorstep as we believe in getting your items to you safely and efficiently. 

Can I pick up my order at Vandajo's office?

We currently do not offer this option.

Who is delivering my order to me?

We have engaged a third-party courier service who helps us with all deliveries. Each order will have a tracking number.

Do you deliver during weekends and holidays?

Some of our courier partners may attempt deliveries during the weekend, and some on holidays. However, if you are not available at the given address on the weekend they will re-attempt the delivery on a working day.

Can I have my order delivered to my work address?

Vandajo will deliver your order to the address you provided during checkout, whether it is your house address or office address or any other local address.

Can I choose a specific time or day for my delivery?

We are afraid not. Depending on the courier service, they might drop you a text message or call about the delivery; and if you are unable to be there for receiving, you can reschedule it with the courier service provider. This is because the deliveries will also be scheduled based on other orders set to be delivered on the same day.

Will I receive a call before delivery?

Unfortunately, our delivery partners are unable to guarantee a call before the delivery. Some couriers may call or send a SMS notification to you before attempting delivery or when they arrive at the delivery location. If you are not available at the time of your delivery attempt, the courier partner will re-deliver to you.

What happens if I’m not at home to receive my order?

Should you be unavailable to receive your package when it arrives, we will arrange a re-deliver it to you upon liaising with you.

Are there any areas that Vandajo does not deliver to?

We do not deliver to restricted areas e.g. Changi Airport (Transit & Departure Area), Cargo Complex, Alps Avenue, PSA Terminal, Army Camps (CMPB, Gombak Base, Airbase, Naval Base, Police HQ, Prison Complex, Police Coast Guard Base, Woodlands & Tuas Checkpoints, Jurong Island).

We do not deliver to island areas e.g. Pulau Ubin, Pulau Tekong, Southern Island & Lazarus Island.

If your delivery address happens to be an area we do not deliver, we will notify you via email to make amendments to your delivery destination.

Return/Refund

Can I get a refund on my order?

You would be able to return your parcel due to any of the following reasons: 
1. Item is damaged upon receipt, not misuse/mishandling (must be reported within 24 hours upon receiving) 
2. Item is defective
3. Receipt of incorrect item 
4. Item has missing parts (for items requiring assembly)

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Otherwise, returns will regretfully not be accepted.

To complete your return, we would require a receipt or proof of purchase to be attached along with your request.

The quality evaluation process will be done through images. Once the evaluation is deemed as a valid return, we will arrange a pick up service at your convenience.

How do I return an item?

Returns are only valid if your item is defective, damaged upon delivery, incorrect item received or missing parts. If your item belong to any of the above, do drop us a message or info@vandajo.com and we will advise you from there.

What if I am unsatisfied with the products purchased?

Please contact our Customer Service Team if you are unhappy with your purchase. Unfortunately, we will not be able to accept returns for Change of Mind. We seek your kind understanding.

What if the item is incorrect, defective or damaged upon delivery?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Service Team at info@vandajo.com and our team will then be able to assist you from there. 

Can I return bundle/promotional items?

We regret to inform that promotional items are not valid for returns, whereas bundle items are only valid for returns IF they are defective or damaged upon delivery.

What options can I choose in returning my parcel?

Our current practice would be to arrange a pick up service with our courier partner.

Does Vandajo cover the shipment cost for returns?

Yes, returning an item will be free of charge, provided that the return has been approved upon evaluation.

How long is the refund process?

The refund process will take about 3-7 working days. We kindly seek your patience.