Your Most Asked Questions
Order Issues
Simply follow these steps to shop
1. Always login to your account first by clicking on "My Account" on the top right hand corner. Enter your email address and password and click on "Sign in".
2. Click "Add to Shopping Bag" to place the item you want to buy in your bag.
3. Once you have finished shopping, click on the "Cart" icon to view the items in your bag and to pay. This will appear on the top right hand corner of the screen.
4. If you have any order request, please add them under “Add Order Note”.
5. If you would like to use your store credits to pay for your purchase, please click on “Store Credit” icon. Click on "Checkout". System will automatically deduct the maximum eligible amount (this will bring you to step 10).
6. If you do not see the “Store Credit” icon, it means you do not have any store credits balance in your account. In this case, please click on “Checkout” at the bottom of the cart page.
7. If you would like to receive news notification from us, click on “Email me with News and Offers”.
8. Check and confirm your shipping address. A phone number is mandatory to proceed with delivery.
9. Click on “Continue to Shipping”.
10. If all details are correct, please click on “Continue to Payment”.
11. We accept payment via Visa, Master, Amex and other popular payment methods.
12. Click on “Pay Now” to complete the payment. For orders which uses only store credits, click on “Complete order”.
An email confirmation will be sent to your registered email address to let you know your order details. Ensure that Sales@ambere.club is marked as a safe sender in your email account, or please check your junk mail as our emails may be routed there automatically.
Are the items in my shopping cart reserved?
Items are not reserved until payment has been made. That's why we recommend completing your purchase as soon as you can to secure your items.
Do I need to register for an account in order to make purchases?
Yes. An account is needed to facilitate your purchases. Your account will also allow you to view details of all your orders and your store credit (if any).
Can I change or cancel my order after confirmation?
We're really quick at packing your order, which means we can't make any changes once you've placed it. This includes changing the purchased items, the delivery address or payment method.
In the rare event of an address correction, a fee of up to $3 may be imposed by our courier partners.
I'm missing an item from my order, what do I do?
We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.
If you’ve placed multiple orders within a few days of each other, to be sent to the same delivery address, your different orders may have been combined into a single parcel.
Express Shipping!
A flat charge of $3 delivery fee is applicable for local shipping in Singapore.
Free local shipping is offered to all orders above $60.
We completely understand the excitement of receiving your new items and will always strive to deliver all local parcels within three working days. However, we kindly seek your understanding as the final delivery process can occasionally encounter delays that are beyond our control (E.g. haze, flood and/or consecutive days of rain).
Please take note that we do not deliver any parcels to any offshore island and/or restricted areas/address (No-go zone).
The No-go zone includes:
- PO. Boxes, Postal Locked Bag, Postal Window Delivery Service, VBOX, My Mail Box, My SingPost Box.
- All offshore islands (E.g., Pulau Ubin, Pulau Tekong, Pulau Brani, St John’s Island, Sentosa, Kusu Island, etc.)
- All MINDEF/SAF (Singapore Armed Forces, Republic of Singapore Air Force, Republic of Singapore Navy) military area, army camp, air base, naval base, ammo base and store, ammo command and building, including Gombak Base, Central Manpower Base, Defence Technology Tower B, Defence Technology Tower A, all DSO buildings, all DSTA buildings and offices, all FSD buildings and offices and all SID building and offices.
- All MHA/SPF/SCDF/Singapore Prisons buildings such as New Phoenix Park, Special Operation Command, Coast Guard Brani Base, Home Team Academy, SCDF Training Academy, SCDF Nee Soon Camp, Woodlands Checkpoint, Tuas Checkpoint, Changi Prisons, Sembawang Prisons and Admiralty West Prisons.
- All ports and port supporting buildings in Singapore including PSA Tanjong Pagar Terminal, PSA Pasir Panjang Terminal, PSA Keppel Terminal, PSA Brani Terminal, and Jurong Port.
- All airports, air base and its supporting facilities such as Changi Airport, Seletar Airport, Seletar Aerospace Park, Airline House, ALPS area, SATS buildings and Dnata buildings.
- Facilities of Chemical Plants (E.g., Esso, Shell, Caltex, SPC, etc.), Data Centre, Engine Test Centre (E.g., SIA Engine Centre, Trend Engine Centre, etc.), Power Station and Shipyard natures.
Do you ship internationally?
At the moment, we do not ship internationally on our site.
However, if you love our products, contact us at Sales@ambere.club (link to Enquiries page), and we will try our best to assist you.
What are the delivery options available?
We deliver via SingPost, or may substitute for other reliable domestic courier services. You can track your parcels HERE (link to tracking page)
All shipping addresses are provided at customer's own discretion.
Upon entering and/or selecting a shipping and/or billing address for your order during checkout, you are obligated to check that the shipping and/or billing address on the checkout page is a valid and correct address. This is to ensure that the recipient would be able to receive her parcel, and that the address provided is acceptable for the delivery method, and is a designated public postal system.
Ambere uses the name and shipping address and/or billing address indicated by you on the checkout page, to generate the shipping label for the parcel, transmit the data to our appointed courier and/or submit the billing/purchase information to the relevant authority if requested by the authority to do so.
Ambere is unable to check and/or filter out any incorrect and/or invalid shipping address, including shipping address which is not structured correctly. Therefore, Ambere is not liable for any incorrect or incomplete address provided by the customer in the order details and/or for bounced parcels.
What happens if nobody is around to receive the parcel on the day of the delivery?
If there is no recipient for your parcel, our appointed courier may leave the parcel at any of the following locations, with or without your prior authorization, consent and/or knowledge, and it will be considered as delivered:
- Shoe-rack/Shoe-cabinet outside your shipping address.
- In between the wooden door and metal grille gate of your shipping address.
- Letterbox of the shipping address if it is accessible by the driver and/or delivery man.
- Car porch.
- Gas riser, water riser or electric meter compartment outside your shipping address.
- Neighbour in the same block (high-rise apartment) or in the same street (landed property).
We cannot guarantee that our appointed courier will inform you of the exact location he leaves your parcel. If the parcel is left at any place outside your shipping address and/or the above-mentioned location, you may or may not receive the relevant communication from the delivery man.
How do I check the status of my orders?
An email notification containing the delivery tracking information will be sent to you as soon as your order has been dispatched. You will be able to trace your parcel HERE (link to tracking page).
Most packages will reach you within three business days. If you do not receive your items after five business days, please email us at Sales@ambere.club (link to Enquiries page), and we will assist you accordingly.
Why is my shipment delayed?
Please expect a two weeks delay in shipping during the Sales period. Rest assured that we are working hard to get your orders out as soon as possible.
While we don’t have a physical store in Singapore at the moment, we would love to welcome you to our office to try on your favorite pieces in person.
Please make sure to BOOK A TRY ON (link to Enquiries/Try on page) before visiting, as this helps us prepare your items in advance. As some pieces may be stored at a different warehouse, we cannot accommodate walk-ins. Appointments must be made at least 48 hours prior to your visit.
Our office is located at: 1013 Geylang East Ave 3 #07-116, Singapore 389728
Opening Hours: Monday to Friday, 10 AM - 5 PM (Closed on Weekends & Public Holidays)
We’re excited to meet you and hope to see you soon.
Please note that confirming the appointment does not guarantee the reservation of stock; availability is dependent on the stock's status on the date of the appointment.
Returns and Exchanges
Returns are only considered by us under the following conditions:
- An item's size is not suitable
- An incorrect item was received
- A defective item was received
The item must be returned in its original condition (unworn other than trying, unaltered, undamaged, stainless, unmarked, unwashed, or unperfumed), with secured Ambere hang tag intact and in the original Ambere packaging.
Mail back to us via registered mail or a courier service which allows tracking, as we will not be liable for any lost mail. The return postage fees will be at your own cost.
Your parcel has to reach us within fourteen days from your order being dispatched from our warehouse or made available for collection.
Customers found returning items repeatedly will be refused at our discretion.
In the unlikely event that any of the above conditions are not met, we reserve the right to reject your return.
Simply fill up the "Return Checklist" found at the back of your invoice, and send it back to us together with your return item. Returns should be sent via registered mail or a courier service which allows tracking, as we will not be liable for any lost mail. The return postage fees will be at your own cost. Please keep the tracking ID for future reference, in the event that there is a need to check on the status of your return parcel.
We will process your return within seven business days upon receiving and checking that the item received meets all qualifying conditions.
You will be refunded in the form of store credit which will be sent to you via a system generated email. Your store credit is equivalent to the purchase price of each returned item and can be used on all merchandise on our website. Delivery fees will not be reimbursed.
Once you have fulfilled the qualifying conditions above, please mail your return item along with the "Return Checklist" in a secured package to:
Ambere
1013 Geylang East Ave 3
#07-116
Singapore 389728
You may alternatively drop your return into the "Return Box" located outside our office 24/7.
Store Credit will be issued for eligible returns and expires within six months.
Your Store Credit can be used as a payment method for any of your orders on our website.
Where can I find my Store Credit and how do I use it?
After logging into your account, spot the "Store Credit" icon on the top right hand corner of our website and click on it.
You will be able to see your "Store Credit" balance and transaction history. If you do not have any Store Credit, this icon will not be shown.
To use your Store Credit:
1. Add the items into your shopping cart.
2. Select "Checkout" under the Store Credit icon.
3. All available Store Credit will be applied. If the order is less than your Store Credit, remaining Credit stays in your account.
Can I return my order if I've applied Store Credit?
Orders paid using Store Credit can be returned per our Return Policy.
What happens to unused Store Credit in my account after I place an order?
Any unused Credits will be kept in your account, ready for use on your next purchase.
Regrettably, we are not able to offer an exchange. If you need a different size or colour of an item, you may opt to return your item and place a new order.
We do not accept returns if the items are:
- A sales item.
- Purchased using discount codes.
- Purchased using store credits.
- Contain slight manufacturing imperfections (E.g. Measurements varying half to one-half inches from the stated measurements, color discrepancies arising from screen resolutions, loose threads, small dotted marks on fabric or lining, different placement of prints for apparels with prints etc.) which does not affect the overall appearance of the item.
All returned items should be sent in their original condition and packaging, including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the fourteen days return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.
Customers found returning items repeatedly will be refused at our discretion.
We will process your return within seven business days upon receiving and checking that the item(s) received meets all qualifying conditions. You will be refunded in the form of store credit which will be sent to you via a system generated email.
If you have not heard back from us by the end of seven business days, follow the steps below:
1. Your email software may be marking our emails as junk mail. To stop this from happening, please add Sales@ambere.club to your email address book.
2. Check that you've agreed to receive our marketing emails by logging into your account and clicking “Newsletter Subscription”.
3. Make sure you typed in the correct email address when you signed up with us.
If you're still not receiving our email after completing the above, please contact us at Sales@ambere.club (link to enquiries page) and we will sort it out for you.
We’re really sorry and will fix this for you as soon as possible.
Please contact us at Sales@ambere.club (link to Enquiries page) with the following information, within seven calendar days upon receipt of your order.
i. Order number
ii. Product Reference Number (Eg: AXXXXXX)
iii. Description of the issue
iv. Clear photos of the defect or wrong item
Our Customer Service team will get this sorted and get back to you within the next seven business days.
In the event that the item is out of stock, you will be reimbursed with store credits of the purchase value.
Payment
We accept payments via Visa, Master, Amex and other popular payment methods.
If you're still having trouble placing an order after multiple attempts, please contact us at Sales@ambere.com (link to Enquiries page) with a screenshot of the error and we will sort it out for you.
Restock
If an item you’ve been eyeing is currently out of stock, our "Back in Stock" notification will alert you as soon as it becomes available again.
Here’s how it works:
Choose Your Preferences: Select the desired color and size for the item you’re interested in.
Notify Me When Available: Look for the button that says “Notify me when available”. Click on it to express your interest.
Enter Your Email: Provide your email address so we can reach out to you as soon as the product is back in stock.
Technical
Most technical issues can be resolved by clearing your browser's cache and cookies. You'll also need to make sure that you accept our cookies.
If you're not sure how to clear your browser's cache and cookies, please see below:
iOS - Safari
If you're using Safari on an iOS device, press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari, and then select Clear History and Clear Cookies and Data.
Once you've done this, simply open up Safari again, and go to our website.
iOS – Chrome
If you're using Chrome on an iOS device, open up the Chrome app and press the menu button at the top right hand corner. Select Settings, and then Privacy on the next screen. You'll then see the options to clear your cache and cookies.
Once you've done this, simply close and reopen Chrome again and go to our website.
Android
If you're using an Android device, with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen. You'll see a pop up, where you can select the data you want to clear. Tick the relevant boxes and press the Clear button.
If your operating system or browser is not listed, please check out your browser's support documents, which you can most likely find online.
1. Delete your cookies
You may need to delete your cookies - a cookie is a small file we store on your computer, to let us know who you are the next time you visit us.
If you have items in your bag or in your 'Saved items' section that were added when you were not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.
On most internet browsers, you can delete your cookies using ‘Tools' or ‘History'.
2. Restart your browser
Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.
3. Update your operating system
We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.
4. Contact Us
If you're still having problems, contact our Customer Care Team at Sales@ambere.club (link to enquires page) with the following information:
- Details about the issue
- Screenshots of any error messages
- Web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
- What you've done so far to try to resolve it
You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there's a few things worth checking:
- Make sure you are using the same email address and password you registered.
- If you can't remember your password, click on the "Forgotten Password" link on the Sign In page. You'll be prompted to enter your email address, and we'll send you an email with a link, that will allow you to create a new password for your account.
- If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.
If your issue isn't password related, here are a few things you may want to check:
- Make sure that the 'Block all cookies' function is disabled on your browser's settings
- Check that Javascript is enabled on your browser's settings.
- Make sure that you don't have any content blockers installed.
- Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.
If you still can't sign in, contact our Customer Care Team at Sales@ambere.club (link to enquiries page) giving as much detail as you can about the issue, including screen shots of any error message you get and what you've done so far to try to resolve it.
If you've forgotten your password, it's really simple to get back into your account.
- Head over to our "Sign In" page, found on the top right hand corner of the screen.
- Click the "Forgot password?" link and enter your email address.
- An email to reset your password will be sent to your registered email address.
We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account.
Ensure that Sales@ambere.club is added to your safe list.