Frequently Asked Questions

GENERAL

REGISTRATION

  • 15. How do I make a purchase online?
    You'll first need to set up an account with us, and you can do this here. With your personal SuperNature account, you'll be able to place and track orders, as well as review your order history.
  • 16. Can I see what I've previously ordered?
    Yes you can! After signing in, click on "Order History" and you can view details of your previous orders, as well as the status of your current orders.

INSTANT REDEMPTION

  • 17. What are Redemption Dollars?
    If you are a SuperNature Regular or Club 21 Member, the reward points accumulated in your account can be converted into Redemption Dollars which can be used to offset your purchases when you shop with us at SuperNature, or at Club 21 boutiques across Singapore, Hong Kong, Indonesia, Malaysia, Taiwan, Thailand and at Club 21 Online. The amount available to offset your purchases will be reflected at checkout.
  • 18. What can Redemption Dollars be used on?
    Redemption Dollars are applicable on all items except delivery charges, sale items and gift vouchers. If your shopping cart consists of both sale and full-priced items, Redemption Dollars will only apply to the regular priced items. Our system will display the applicable Redemption Dollars to be redeemed.
  • 19. What happens in the case of a refund?
    In the case of a full refund, we will refund your credit card up to the amount charged, and the balance will be refunded in Redemption Dollars which will in turn be converted to Reward Points and credited back to your account.

    In the case of a partial refund, the refund will be issued to your credit card first. If the refund amount exceeds the amount charged to your credit card, we will refund the full amount charged to your credit card, then refund the balance in Redemption Dollars, which will be in turn converted to Reward Points and credited back to your account.

DELIVERY INFORMATION

PAYMENT AND PRICING

ORDER CONFIRMATION

RETURNS/EXCHANGES/CANCELLATIONS

  • 39. Can I change the items I have ordered?
    We're afraid not. Once your transaction is completed, the payment amount is set and your order cannot be changed.
  • 40. Can I cancel my order?
    We're sorry, but no. Once your transaction is completed, your order cannot be cancelled. If you choose not to accept delivery, we are not able to refund any and all payment made.
  • 41. Can I return something if I'm not satisfied with it?
    Unfortunately, no. Our policy is that items purchased cannot be exchanged, returned, or refunded, unless the item has been delivered in a damaged condition. If you've received a damaged item from us, let us know within 24 hours by calling +65 6854 7399 or emailing eshop@supernature.com.sg. Damaged produce will be replaced as soon as possible with the next delivery to your zone. (Click here to view our delivery schedule.)

    For more information, please visit our Terms and Conditions page.

COLLECTION INFORMATION

  • 42. Can I collect my orders instead of having them delivered?
    Yes! You may collect your items from our store at 583 Orchard Road #B1-05/09 Forum the Shopping Mall Singapore 238884 during our operating hours.
  • 43. How soon can I pick up my orders
    You may collect your items between one and two days after your order submission:
    Order Received Earliest Delivery Time
    Before 2pm Next working day from 12pm to 7pm
    After 2pm Second working day from 12pm to 7pm

    Here are our collection days and times:
    Monday to Saturday 12pm to 7pm
    Sunday & Public holidays No collection available

CUSTOMER SERVICE

TERMS AND CONDITIONS

Happy Shopping!