FAQs
Registration
Do I need to set up an account?
You do not need an account to shop at MAND. However, you will be able to enjoy a host of additional benefits if you register with us, such as:
- Reviewing your past purchases.
- Adding products to your Wish List and emailing items to friends for their reference.
- Previewing new collections and receiving emails about our latest news.
- Saving your address and card details for a faster shopping experience when you visit us next time.
- Tracking your order status, including cancellation requests.
- Creating a delivery address book to make gifting easier.
Will my personal data be confidential?
We take data protection very seriously at MAND. All information provided through the website is stored on secure servers. All payment transactions carried out through our website are encrypted. Your card details and passwords are not available to any of our employees. Please note, it is your responsibility to keep any website passwords or login codes confidential. For more details, refer to our Privacy Policy.
Why am I unable to register?
It is possible that you already have an account registered with us using that email address. If so, please attempt to log in as an existing customer on the login screen.
What should I do if I am having trouble logging into my account?
If you are a registered user and forget your password, click on “forgot password” and you will receive an email with instructions on how to reset it. For any other technical difficulties, please contact our customer care team on [email protected] for further assistance.
How can I update my account?
Once signed in, you can access your account details by clicking on your name appearing on the top right-hand side of the page. To update your details, click on “Account Information”.
Shipping
How can I track my order?
Once your order has been processed, you will receive a confirmation e-mail with a tracking number. To track your order, contact our customer care team at email [email protected] and provide your tracking number.
How long will it take to process my order?
All orders are processed within 24 hours – Sunday to Thursday, excluding holidays.
How much does shipping cost?
Shipping fees are automatically calculated during the checkout process. Please see our Shipping Policy page for more information.
Does MAND ship to multiple addresses?
To ship to multiple addresses, you must place individual orders. Shipping fees will be calculated for each order. For further assistance, please contact our customer care team at e-mail [email protected].
How can I change the shipping address?
Please send your order details (number) and the correct shipping address to [email protected]. If the shipping address changes to a different country, additional shipping fees may be incurred.
How long it will take to deliver my order?
MAND utilizes priority shipping to deliver your order within 2-5 working days. However, certain delays make occur due to situations beyond our control. To track your order, please contact our customer care team at or email [email protected].
I need my order urgently, can MAND help?
For urgent requests, please contact our customer care team at [email protected].
The address is incorrect in the tracking number. How can I adjust it?
Kindly send your order number and correct address to [email protected]. Please note that if the correct address is not provided within 24 hours of placing the order, MAND is not responsible for failed deliveries.
Complaints
What should I do if my item is damaged?
All of our products have been thoroughly tested for transit and carefully packaged to ensure that they arrive in perfect condition. In the event that your order arrives damaged, we will take care of replacing or refunding your order accordingly. Please share any photographs of the damage with our customer care team at [email protected] for further assistance.
I received the wrong order. What should I do?
We apologise for the inconvenience and will rectify the matter. Please share photographs of the received order along with your order number to [email protected].
Your order is guaranteed to arrive in perfect condition at the specified shipping address provided. In case of any other queries or requests not listed above, kindly contact our customer care team or email [email protected]. We would be happy to assist you.
Order Details
How can I place an order?
All orders are processed within one working day from Saturday to Thursday, excluding holidays. In rare cases due to stock availability or large quantities requested, order processing may take longer. Once your order has been accepted, you can expect to receive it within five working days.
How do I search for a specific product?
Using the search bar in the top right-hand corner of the page, you will be able to search the product you are looking for. You can also use our Filters & Categories to help you find the perfect gift for any occasion.
How will I know if an item is out of stock?
In rare cases, a product may be available when you place an order but sold out by the time we process the order. All orders are processed within 24 hours of order acceptance (Saturday to Thursday, excluding holidays). Should your items be out of stock, our customer care team will notify you directly at the earliest opportunity in order to assist you with a replacement.
How can I make changes to my order?
Once an order has been placed, it cannot be changed. However, if your order has not yet been processed and you contact [email protected] to request for a modification, we can cancel your order free of charge. You are then able to place a new order.
How can I modify the assortment of dates in my gift box?
Please contact [email protected] and provide your order details (number), along with specified changes. We will request the changes and update you at the earliest. Kindly note that an order cannot be modified once it has been dispatched.
How can I add additional items to my order?
While we are unable to add items to an existing order,our Customer Care team can assist you with placing a new order for any additional pieces. Kindly contact [email protected].
How will I know if MAND has received my order?
After placing the order, you will be sent an email informing you that your order has been received. If you have made the payment via card, your order will only be accepted once the payment has gone through.
How quickly does MAND process an order?
All orders are processed within one working day from Saturday to Thursday, excluding holidays. In rare cases due to stock availability or large quantities requested, order processing may take longer. Once your order has been accepted, you can expect to receive it within five working days.
What do I do if I have not received my order?
If you do not receive your order within 5 working days, kindly contact our customer care team at email [email protected].
Please note that there may be delays during public holidays.
Payment
Which payment methods does MAND accept?
We accept payments through Mastercard, Visa, Amex, Apple Pay, mada, STCpay.
I am unable to complete my payment.
For safety reasons, we have 3D secure protection. Please enter the code that you might have received by SMS to confirm your payment. If your transaction is still unsuccessful, kindly reach out to our customer care team at e-mail [email protected] for further assistance.
The payment was deducted from my card, but I did not receive an order confirmation.
We apologise for any inconvenience. Please provide your name and e-mail address to [email protected] to confirm your payment and order(s).
Returns
How can I exchange or cancel my order?
If you are not completely satisfied with the quality of your order upon arrival, please contact, please contact [email protected] within 48 hours of receipt, with a detailed description and photograph(s), for assistance with a replacement or exchange. Due to the perishable nature of our products, all claims submitted without proper support documents will not be eligible for re-shipment. MAND reserves the right to limit replacements. For more details, please go to our Delivery & Returns page.
How soon should I request for a replacement?
All replacement requests must be made within 48 hours of order receipt. Once the request has been accepted by our team, the replacement order will be shipped to the same address. In case a replacement is not possible, a refund will be processed.
When will I receive my refund?
Our refund approval process takes 1-2 working days. Once approved, you will be sent a confirmation email with the details. Depending on your bank, you should receive the refund amount within 2 weeks.
It is possible that you already have an account registered with us using that email address. If so, please attempt to log in as an existing customer on the login screen.
Once signed in, you can access your account details by clicking on your name appearing on the top right-hand side of the page. To update your details, click on “Account Information”.
