FAQ

HOW CAN I TRACK MY ORDERS & PAYMENT?

Just visit our Tracking page!

https://instinctiveluxury.com/pages/tracking

HOW DO I CANCEL MY ORDER?

Since we ship your order instantly due to the long international shipping times it will be easier to just send it back once you receive it. Please consider reading the Return Policy so we can make sure you know how to do it.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

Customers who live within Europe should expect to receive their orders within 2 to 5 days working days upon payment verification depending on the volume of orders received.

Customers who live within the USA should expect to receive their orders within 12 to 22 days working days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, you can contact us and we will help to confirm the status of your order.

WHAT IS THE ACCUMULATED DELIVERY FEE FOR? HOW MUCH IS THE HANDLING FEE?

We have two options free international shipping and secured international shipping for $8.99

HOW DO I MAKE PAYMENTS USING PAYPAL? HOW DOES IT WORK?

Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to Samplestore.com system for your order.

It's fast, easy & secure.

WHAT ARE THE PAYMENT METHODS AVAILABLE?

At the moment, we only accept Credit/Debit cards and Paypal payments.

CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.

By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.

For more details, click here to see how Paypal works for you.

WHY MUST I MAKE PAYMENT IMMEDIATELY AT CHECKOUT?

Instinctive Luxury ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired product, it is recommended that you make your payment within 60 minutes of checking out.

WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at info ( at ) instinctiveluxury.com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at info ( at ) instinctiveluxury.com

2. In the event of lost mail, we will try to locate the delivery team in Singpost and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.

WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG SAMPLE/MISSING SAMPLES?

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at info ( at ) instinctiveluxury.com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.

2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.

3. In the event that you've received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we'll re-send the correct sample to you at no cost, subject to availability.

4. In the event you've received your order with a missing sample, we will require you to email us a clear photo proof of your D.O (Delivery Order) to info ( at ) instinctiveluxury.com and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.

I AM HAVING PROBLEMS ACCESSING INSTINCTIVE LUXURY STORE. SOME OF THE PAGES LOOK WEIRD. AM I USING THE RIGHT BROWSER?

As Sample Store uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Sample Store:

1. Microsoft Internet Explorer Version 10 onwards.

2. Mozilla Firefox Version 10 onwards.

3. Google Chrome Version 12 onwards.

In addition, please ensure that your Javascript and Cookie is enabled on your browser.