Frequently Asked Questions
We, Moët Hennessy Diageo Singapore ("MHDS") understand each customer has their own unique needs and preferences, as well as different questions and concerns about our services and products. We have compiled a list of our most frequently asked questions below to give help answer some of the most commonly asked questions. If you cannot find the answer to your question below, or have further questions, we encourage you to get in touch with our team via email at email@example.com who will be happy to help. Where your enquiry relates to our brands and products, your query will be forwarded to the relevant Sales or Marketing team members.
Q1. What are the operating hours of the e-store?
Our e-store runs 24/7 hours, 365 days a year.
Q2. What are the business hours of your Customer Service Team and how soon can I expect a response to my query?
Our business hours are typically 9am - 6pm. We endeavor to answer all queries within 2 business days. Should your query be related to our brands or products, your query shall be directed to our Brand Manager or Salesperson who would be able to assist you. Leading up to festive periods or during seasonal sales, we may experience a high volume of queries and we ask for your understanding in advance if we are not able to get back to you within 2 business days. During such periods you should expect an answer to your query within 3 business days instead.
Q2. What currency Is used and how can I pay for my bottles?
Price displayed on the website are in Singapore dollars (SGD). You can pay for your purchase through our secure online payment supported by Shopify Payments. We accept payment by Credit Cards (Visa/Master only).
American Express/UnionPay/Cash/Cheque payments will not be accepted. If you are experiencing difficulties and your payment cannot be processed, please feel free to contact us via email at firstname.lastname@example.org. We will assist you with the payment.
Q3. What are the delivery charges for my order?
Orders of $350 and above will be delivered free of charge. $25 will be automatically added for orders below $350.
Q4. What is the delivery lead time for my order?
Your order will be delivered within 14 business days. Deliveries will be made between 9am - 7pm daily, excluding Saturday, Sunday & Public holidays.
Q5. I have completed my order, but I discover that the product I ordered is on promotion today. Can I get my refund on the price difference?
Price of our products maybe adjusted at any point of time. The price adjustment cannot be the base of any claim for loss.
Q6. How will I know if my order is confirmed by MHDS?
An automated confirmation email will be sent to the email address provided during checkout within 10 minutes of placing your order. If the email does not appear in your inbox, please check your junk box or clutter folder. If you still unable to locate your confirmation email, you may contact our Customer Service Team at email@example.com to confirm your order with us.
Q7. How will my order be packed upon delivery?
Where the number of bottles ordered for an item makes up a full original carton, your order will be delivered in the original carton. Where the number of bottles ordered does not amount to a full carton, the bottles in your order will be delivered in generic carton boxes or carton boxes of brands within our portfolio.
Q8. I have completed my order, but I have changed my mind. Can I cancel my order?
We do not accept cancellation of paid orders. Please check that the items in your cart are those that you wish to purchase.
Q9. I am not in Singapore on the day of delivery and want to appoint a representative help to receive the bottles on my behalf. Is that okay?
Yes, the person receiving your order at the delivery address given shall be deemed to be your authorized representative to receive the bottles. However, your authorized representative receiving your order at the delivery address must be 18 years of age or above. Our delivery person reserves the right to request for a valid photo ID to verify the recipient's age.
Q10. When I inspect the bottles delivered at the time of delivery, I discover that some bottles are missing, or some are not the ones I have ordered or that there is a damage to some of the bottles, What should I do? How can I get exchange or refund?
1) For ANY error or damage in products delivered
You may choose to reject the whole delivery. Please make a note on the delivery person's copy of the Delivery Order document detailing the issue*. Our Customer Service Team will contact you once we receive a copy of the rejected Delivery Order document with your note on it. We can either organize another delivery or organize a refund.
2) For damaged bottles or wrong bottles delivered
You may choose to reject only the bottles that are damaged or erroneously delivered. Please make a note on the delivery person's copy of the Delivery Order document detailing the issue*. Our Customer Service Team will contact you once we receive a copy of the Delivery Order with the details you have written. We can either organize another delivery or organize a refund.
3) For missing bottles
Please make a note on the delivery person's copy of the Delivery Order document detailing the issue* Our Customer Service Team will contact you once we receive a copy of the Delivery Order with the details you have written. We can either organize another delivery or organize a refund.
*It is very important that you detail the error on the delivery person's copy of the Delivery Order document as this is our only way to ensure a fair investigation with our Logistics Provider. Where the Delivery Order is signed without any note detailing the error, we will not be able to verify that you had a problem upon delivery and will have to deem that the delivery was accepted by yourself or your authorized representative in good order and condition.
While our Logistics Provider returns all Delivery Orders to us daily and highlights any issues, we also ask that you take a picture of the Delivery Order and email us a copy at firstname.lastname@example.org in order for us to be able to rectify the issue swiftly.
Q11. I realize that I made a mistake in my completed order (e.g. wrong or incomplete delivery address). How can I get it changed?
Please contact our Customer Service Team at +65 9738 9161 / +65 8666 0916 between 9am - 6pm or at email@example.com as soon as possible within 48 hours of your order. We will endeavor to assist to rectify the error.
In most cases, we would be able to make the amendments. However, if your order has already been delivered to the wrong address, MHDS will not be held responsible for the loss resulting from the delivery to the wrong address.
Where the delivery is unsuccessful due to incomplete address provided and a second delivery is required, you may be charged a $25 re-delivery fee. Your order may be on-hold while the re-delivery fee is being settled.
Q12. How can I know my orders is on the way?
Where you have provided us with your mobile number, you will receive an SMS from our Logistics Provider on the morning of the day of delivery. However, if a mobile number has not been provided during your order confirmation or registration, we will not be able to inform you of the scheduled delivery.
Q13. I received an SMS to inform me of my delivery, but it did not arrive on the scheduled day. What should I do?
Please contact or our Customer Service Team at firstname.lastname@example.org immediately.
Whilst we endeavor to deliver your order as scheduled, we may be delayed due to unforeseen circumstances such as vehicle breakdowns, roadworks, weather conditions and traffic accidents. Our Customer Service Team will contact you within 24 hours to re-arrange the delivery.
Q14. Why was my order cancelled or partially cancelled?
We are committed to providing you with the best possible service and ensuring a smooth experience for all our customers. However, we want to bring to your attention our order cancellation policy, which is an essential part of our operations.
In certain situations, we may need to cancel an order for various reasons, including but not limited to:
1. Unavailability of product
2. Payment Issues
3. Technical errors affecting order information
Our primary objective is to prevent any inconvenience to you and to maintain the efficiency of our order fulfillment process. We understand that order cancellations can be frustrating, and we aim to minimize these instances as much as possible.
If your order falls under any of the criteria mentioned above or you believe there may be a potential issue with your order, we encourage you to reach out to our customer support team at email@example.com as soon as possible. They will be more than happy to assist you, address your concerns, and explore possible solutions.
We value your business and appreciate your understanding of our order cancellation policy, which allows us to provide better service to all of our customers.