Frequently Asked Questions
a) What should I do if I am missing an item from my order?
We are sorry to hear that. Please email us at customerservice@cooknserve.sg and we will help you with your missing item.
b) How long does it take for me to receive my order?
Local courier delivery will take 2-3 working days to reach you. We will process and dispatch your order within 48 hours. We will notify you via email for orders that takes longer than 48 hours to dispatch. Estimated local courier delivery will start once an order has been processed and dispatched, and not from the time you place your order. If you have questions regarding shipping or orders, please feel free to email customerservice@cooknserve.sg.
c) What should I do if item received is defective/incorrect?
We are sorry to hear that. Please contact customerservice@cooknserve.sg within 48 hours upon receiving your parcel, specifying your order number, item code, description, quantities and reason for return. We would require snapshots of the defective/incorrect item. Once we have verified that return is possible, we will then be in touch with you for the collection arrangement. In the event that the replacement item is out of stock, we will either issue you a one-time use discount voucher to shop for other items in store or a full refund.
d) How do I track my order?
You will receive a tracking number in your email. Please click here for the link to our delivery partner’s site to track your parcel. If there is no tracking number, drop us an email at customerservice@cooknserve.sg and we will get back to you.
e) Can I amend my order?
Kindly drop us an email at customerservice@cooknserve.sg within 24 hours from time of order for us to assist you.
f) Can I cancel my order after placing it?
You can email us at customerservice@cooknserve.sg to cancel your order. However, note that there will be no monetary refund. Instead, you will receive a one-time use discount code for your next purchase.
a) What delivery options do you have?
1. Standard Local Courier Delivery
2. Express Delivery
3. Free delivery above $150
Standard local courier delivery will take
2-3 working days to deliver.
Express delivery - please contact us at customerservice@cooknserve.sg.
For same day delivery, you will need to email us and receive a confirmation reply from us before Singapore time 11am, otherwise delivery will be on the following day.
Free delivery for orders above $150.
b) Can I choose the delivery date and time?
Unfortunately, this option is not available at the moment.
c) What should I do if I entered a wrong shipping address?
Please email customerservice@cooknserve.sg to make the change before we dispatch your order. However, if the item has already been shipped out, you will incur additional shipping charge for redelivery.
d) What happens if I’m not able to receive the parcel when the delivery guy comes?
Not to worry. Our delivery partner will contact you to schedule for a redelivery.
a) How long will it take for me to receive the discount voucher for return or exchange item?
Please give us 1 week to process as we verify if the return/refund is valid. We will immediately notify you on the status of your return/exchange after inspecting it. Following that, an email will be sent to you with a one-time use discount code for your next purchase.
b) How long does it take before I receive my refund?
We will take approximately 1 week to process as we verify if the refund is valid. We will immediately notify you on the status of your return/exchange after inspecting it. Following that, an email will be sent to you once refund has been approved. We will initiate the refund to your credit card. Depending your card’s issuer policy, the number of days it takes to receive the refunded amount varies.
c) Can I transfer the discount voucher to another person?
Sorry to inform that discount vouchers specifically issued to you is not transferable.
d) What is the validity period like for the discount voucher I received?
There is a 3 months validity period. Any unused discount voucher will be deemed void if not used within 3 months. Discount voucher’s validity period will be indicated in the email sent to you. If you are still unsure, you may drop us an email at customerservice@cooknserve.sg for us to check.