FAQs

Account

Do I have to create an JustNile account to shop with you?

No, you do not have to. For a quick checkout process, simply shop and check out with us without an account. Should you wish to receive further updates and promotional offers, then please do sign up for a user account with us!

Application

Do you have a mobile app that I can use to shop?

Sorry, we do not have one at the moment. However, our website is mobile-responsive so please feel free to shop with us via your mobile phone as well!

Product

How do I know that I’m buying a genuine product?

At JustNile, we only stock genuine and authentic items secured directly from the reputable brands we offer – do rest assured that the item you’ve received is genuine. Should you require further information, please do not hesitate to contact us and we will do our best to help

What is the warranty on my purchased products?

Warranty details (if applicable), will be stated on the respective product pages accordingly as the terms might differ from product to product

The item I want is sold out! Is there any way i can order it?

You must have good taste! Do drop us a message or email us at info@justnile.com.sg and we will get back to you on the reorder status of the sold-out product(s)

Order/Payment

Are my details safe when ordering online with JustNile?

Protecting user data is one of our top priorities at JustNile. We will never disclose, share or sell your data to third-party marketers. Find out more about our Privacy Policy here.

Can I do bank transfer?

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 Shopify 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!

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 authorised, 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@justnile.com.sg; 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@justnile.com.sg 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 customers for further advice/discussion

Do you offer a wholesale discount for bulk purchase?

Please contact us at info@justnile.com.sg 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@justnile.com.sg so we may assist you further

Promo Code

How do I redeem a promo code?

Simply enter the promo code upon Checkout @ 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 JustNile offer International shipments options?

International shipment options are currently not available @ JustNile, but we will be expanding to other markets very soon. We have presence in the USA, UK, EU and Taiwan at the moment - do contact us at info@justnile.com.sg if you should require more details for those markets!

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. JustNile currently offers Free Shipping storewide on all orders, unless otherwise stated.

Can I pick up my order at JustNile 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 local 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?

JustNile 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 JustNile does not deliver to?

SWe 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 off island areas e.g. Palau 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. Else, returns will regretfully not be accepted.

Non-returnable items/brands include:
Health & Beauty (Besone, Dr.ForHair and Footpure)
Food for Kids (Mavella)

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@justnile.com.sg and we will advise you from there.

What if I am unsatisfied with the products purchased?

Please contact our Customer Service Team if you shoud be dissatisfied with your purchase. Unfortunately, we will not be able to accept returns for Change of Mind. We seek for 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@justnile.com.sg 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 JustNile 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.