FAQ
Ordering
How do I place an order?
You can place an order directly through our website by adding your preferred products to the cart and completing checkout.
Can I change my order after payment?
If you need to make changes to your order, please contact our customer service team as soon as possible. We will try our best to assist you, but changes are subject to order status, product availability, and delivery preparation progress.
Are all products always available?
All fresh products are subject to availability and freshness on the day of delivery. If an item is unavailable or does not meet our quality standards, we will inform you as soon as possible.
Delivery
When will my order be delivered?
Scarlasupermarkert provides next-day delivery from Tuesday to Sunday, excluding Mondays.
Delivery is usually scheduled between 12:00 p.m. and 7:00 p.m. Orders should be placed by 10:00 p.m. the night before to qualify for next-day delivery.
How much is the delivery fee?
Scarlasupermarkert currently offers free delivery on all eligible orders within mainland Singapore.
No minimum spend is required for standard delivery. Please note that certain restricted areas, special delivery locations, or access-related charges may require additional arrangements.
Do you deliver to all areas in Singapore?
We provide islandwide delivery within mainland Singapore. However, certain restricted or special areas may not be available or may require additional arrangements.
Who pays for carpark or entry charges?
Any unexpected carpark fees, entry charges, or delivery access charges will be borne by the customer.
- Private residence carparks without grace periods
- Non-negotiable per-entry carpark charges
- Delivery delays that exceed the carpark grace period
- Restricted access areas that require additional entry fees
Free delivery does not include unexpected carpark fees, building entry charges, or restricted-access charges. If your delivery address has a charge-free loading or drop-off zone, please inform us in advance.
Freshness & Quality
How do you ensure product freshness?
We prepare and pack fresh items close to the delivery schedule whenever possible. Our team also carries out quality checks to ensure that products meet our freshness expectations before delivery.
What happens if an item does not pass quality control?
Products that do not meet our quality standards will be rejected and will not be delivered to you.
For such situations, we will do our best to inform you as soon as possible. Items that are not delivered will be refunded through the original payment method, or you may choose to exchange the unavailable item for another product, subject to availability.
How are fresh items packed?
Fresh items are prepared and packed on the day of delivery whenever possible. Suitable items may be vacuum packed and delivered in styrofoam boxes or cooler bags with non-toxic ice packs to help maintain freshness during transit.
Returns, Refunds & Exchanges
Can I return fresh products?
As our items are fresh perishables, return options are not available once the order has been delivered.
What if I receive an item in unsatisfactory condition?
If you receive an item in unsatisfactory condition, please contact our customer service team on the same day of delivery and provide a clear photo of the product for review.
We will review the case and aim to respond within 24 hours after receiving your notification.
How long does a refund take?
Approved refunds will be processed back to the original payment method.
Credit card payments: 1–3 working days
Manual payments, such as bank transfers: up to 7 working days
Can I exchange an unavailable item?
Yes. You may exchange an unavailable item for another product, subject to availability.
- Exchange to lower value item - Refunds will be made
- Exchange to higher value item - A top-up payment is required
Payment
What payment methods are accepted?
Available payment methods will be shown at checkout. Please ensure that your payment information is accurate before placing your order.
Why was my payment unsuccessful?
Payment may fail due to incorrect card details, insufficient balance, bank restrictions, or payment gateway issues. Please check your payment details or try another available payment method.
Storage & Handling
How should I store my fresh items after delivery?
Please store fresh and perishable items properly as soon as possible after delivery. Chilled or frozen products should be placed into the refrigerator or freezer immediately.
Are you responsible for quality changes after delivery?
We will not be responsible for any deterioration in product quality after the day of delivery, as this may be caused by improper storage, handling, or other conditions beyond our control.
Your satisfaction is our utmost priority.
Thank you for choosing Scarlasupermarkert. We will continue to do our best to provide fresh products, careful packing, free delivery, and a reliable online grocery shopping experience.