Frequently Asked Questions

1) I have subscribed to your newsletter and received a code but at the price of the product at the checkout page did not have any discount. Where do I put the code?

Copy the code from the pop up after subscribing or from your email and paste in the coupon code in the cart and click on update. If this does not work, remove all products from cart and add them back into cart and repeat the process.

 

2) During confirmation of order, I have filled up shipping details and continue to proceed but I wanted to recheck my cart details again so I clicked my cart to check. However, the discount from the code is not active and I can’t re-apply the code.

This may be due to technical rerouting. The code is only valid for one usage and it will be utilized as confirmed when you are in payment stage. You may wish to contact us to reactivate a new code for you.

 

3) I have added membership to cart but did not know it cost $40. I wanted to remove it but no matter how many times I try to remove, it does not work.

This may be due to cache issues. You may wish to remove everything from your cart and clear your history/cache/cookies.

 

4) I have just placed the order, but I did not receive any order confirmation email notice.

Did you did a full payment procedure whereby you have made your payment through our payment gateway?

If you did,

Account user: You can check your order at your order history under accounts.

Anonymous/Guest checkout: Please confirm that you have input the correct email address and refresh your email to check. If you are not sure if you had input an incorrect email address, please contact us.

If you didn’t,

Those products that you have placed in your cart should still be in there. Please proceed to make your payment again.

 

5) I have received an email confirmation on your order that I did not paid for which i had dropped out of the payment gateway, does it means it will be delivered?

As long as there is no payment being processed, the order will be voided and ignored.

 


6) I've found an item cheaper on another site - do you price match?

JML offers great value product all year round, our price are all controlled throughout our retail partners. We keep a close eye on other retailers and online shopping sites to make sure we are competitive. We cannot always price match but if there is a considerable price difference we'd welcome your feedback – please write to us at enquiries@jmldirect.com.sg or you may choose to chat with our customer service hotline at +65 6383 2116. Please also note that if the product do not come with a JML logo or is not bought from any of our business partners, it is considered as a counterfeit and we recommend not to buy as it may harm yourself.


7) Do your product prices include GST?
Yes, please note that as we're based in Singapore, our site shows all prices inclusive of the prevailing GST.

 

8) How do I cancel my orders?

Please call our customer service hotline at +65 6383 2116, JML Singapore Pte Ltd reserves the right to refund you only on  the price of any Goods based on your mode of payment, even after the relevant sales order is confirmed and payment has been received, in lieu of delivery or supply of such Goods within one business day.

 

9) What should I do if I have received damaged or incomplete goods? 
We would highly recommend you to open up your goods upon delivery. In the event of incomplete, defected or goods damaged in transit, including products shown to be defective not due to your negligence, you will be entitled to a replacement or an exchange. In such circumstances, JML Singapore Pte Ltd will absorb the delivery cost to be sent to you in return for the exchange. However, in any other conditions, you will have to visit our showroom for an exchange.  Our exchange policy does not cover “hygiene” or perishable products that have been opened/unsealed or used. Please contact us during office hours (Monday to Friday 9am to 6pm, weekends 10am - 3pm).

 

10) Who will be liable for the delivery cost of the replaced products being sent back to the purchaser?

For any unfortunate circumstances not relating to self negligence, JML Singapore Pte Ltd will bear the shipping charges for the exchange of products to be sent back to the purchaser for only one-time. To request for a return/exchange for Products delivered to your home, please indicate your valid mailing address and the general particulars by email or calling us.

 

 

11) I am new to internet shopping and would like some help on the site, what should I do?
Just give our friendly customer services team a call and we will happily talk you through any queries you have. Please contact us at +65 383 2116 and we are available during working hours (Monday to Friday 9am to 6pm, weekends 10am - 3pm).


12) I’m having problems with purchasing items, what should I do?
A few people may experience problems with our site when trying to buy items. These are usually to do with how you have set up your security settings in your web browser.
If you have your security settings in internet explorer set to 'high', you have disabled cookies. Our site uses cookies to provide some features such as the shopping trolley. To use the site you will need to set the security level for the internet to 'medium'.

To do this go to Tools, then Internet Options; click on the ‘security tab’, here it will show your current setting. You can then click ‘custom setting’ to change your setting, and at the bottom of the box it will be set to High, Medium, Medium-Low or Low. This is where you should change it to medium. This is for "safe browsing but still functional".
Alternatively you can add www.JML.sg  to your list of trusted sites. Please also ensure that your computer's date and time are correct, as this can sometimes effect the functioning of the website. You can direct any other technical enquiries to: enquiries@jmldirect.com.sg

 

13) What should I do if I am satisfied/unsatisfied with your products and I want to give a Feedbacks, Comments, Suggestions?

Visitors may post feedbacks, comments and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a credit card or any other matter. JML Singapore Pte Ltd reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content. 

If you do post content or submit material, and unless we indicate otherwise, you grant JML Singapore Pte Ltd a perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media, the right to use the name that you submit in connection with such content. You represent and warrant that you own or otherwise control all of the rights to the content that you post; that the content is accurate; that use of the content you supply does not violate this policy and will not cause injury to any person or entity; and that you will indemnify JML Singapore Pte Ltd for all claims resulting (whether directly or indirectly) from content you supply. JML Singapore Pte Ltd has the right but not the obligation to monitor and edit or remove any activity or content. JML Singapore Pte Ltd takes no responsibility and assumes no liability for any content posted by you or any third party. 

In addition, if you wish to share feedback with us about product selection, pricing, ordering, delivery or other customer service issues, you can e-mail us at enquiries@jmldirect.com.sg in the following format.

Full Name*:

Mobile:

Address:

Subject*:

Text*:

(* Required Fields)

 

JML Singapore Pte Ltd will not disclose any of the information stated here-in e-mail (Feedbacks, Comments and Suggestions) from our customer to any 3rd party personnel. Mobile and address are optional; it will be used for any direct replies.

 

JML Singapore Pte Ltd is part of the JML Group of Companies. UEN No:201003805D
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