1. Do I need to set up an account to place an order?
No, you are not required to sign up for an account with us to place an order. Once you have checked out your cart, you'll be automatically signed up with us and you'll receive an email notification with your login details. You may login to track your orders and edit your details. If you do not login for future purchases but continually use the same email address to place your orders, when you login in the future, you'll still be able track your orders in your account.
2. What should I do if I forgot my password?
At the account log-in page, click on “Forgot your password?”. You will be prompted to enter the email address associated with your account. An email will be sent to you with a link to reset your password. Follow the instructions given in the email and your password will be successfully reset. Do add email@example.com to your address book to prevent the email from landing into your junk or spam folder.
3. Where can I keep track of my previous purchases and invoices with you?
Under my account, click on order history. Here, you will find all your previous orders and invoices with us.
4. Why I did not receive any mailers after I have signed up with the mailing list?
The most common reasons that we know of is that the mailer has landed in your mail junk or spam folder. Please add firstname.lastname@example.org to your address to start receiving our latest updates.
1. Can I amend /cancel my order after it is carting out?
We are sorry but once your order has been fully checkout, you are unable to amend or cancel it.
2. Does placing an item in my shopping cart to secure my order?
We will automatically reserves the item for you about 10 minutes once it has been placed in your shopping cart. Please click checkout within this time frame to secure your purchase!
3. How long will my order be shipped?
All parcel are mailed out within 2 working days ( no including Saturday, Sunday and Public Holidays) after receipt of payment. An email notification will be sent once your parcel is on the way.
4. How long does Moss take to reply my email?
Do kindly give us 1-2 working days ( no including Saturday, Sunday and Public Holidays) to reply your email and we will attend your email as soon as possible.
5. What should I do if I have not received my normal parcel?
Singpost takes 1 – 14 working days to mail the parcel to you. Singpost will be unable to track it if it was sent via normal postage and it might be a lost mail if you do not receive it after 14 working days from date of posting. However you might lodge a lost parcel report with singpost at www.singpost.com.sg.
6. What’s the difference between normal and registered mail?
Normal mail is non-trackable and Moss is not responsible for any parcels lost if normal mail is selected.
Registered mail is trackable and costs an additional S$2.25 per parcel. A tracking number will be provided and you will be able to track your parcel via singpost at www.singpost.com.sg.
7. Can I return / exchange an incorrect/defective item?
We apologies if we have sent you an incorrect/defective item. Please send an email at email@example.com with a snapshot of the front view of item and parcel. We will attend to you as soon as possible. However we do not provide size exchanges and you can return the item by singpost within 15 days.
8. How can I use the discount code to pay for my orders?
Simply key in your discount/voucher code at the field and click “add” in your shopping cart page before proceeding on to check out. Please make sure you have comply with all conditions for these discount.
Please note that we are unable to manually apply the discount/voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.