Account Related FAQ

How do I create an account?

Hover over the icon on the top right corner of our website and look for the “Register” option. Once redirected, you can key in your credentials to create your account.
How do I log in to my account?

Hover over the icon on the top right corner of our website and look for the “Login” option. Once redirected, you can key in your email and password to log in to your existing account. If you do not have an account yet, you can choose to “Register” instead.
How do I change my email address?

Unfortunately, we are unable to change existing email addresses. Therefore, should you need to access using a different email address, you can opt to Register using that email address.
I forgot my password. What should I do?

You can choose the “Forgot your password?” button on the login page, and it will direct you on how to reset your password.
How do I join Satueen Loyalty Rewards?

To join our Satueen Loyalty Rewards, you must first create an account on our website. This way, you can start collecting Satueen Points every time you shop and redeem your points during checkouts.
What is the benefit of the Satueen Points?

In general, Satueen Points can be collected to deduct the total amount of your order during checkout. However, from time to time, your points can be used to redeem other exclusive member-only benefits, such as Free Shipping, Free Gifts, etc., based on the current promotion.
Do my Satueen Points expire? Are they transferable?

The Satueen Points are valid for a lifetime, unless it is informed otherwise in the future. The Satueen Points are tied to each account and cannot be transferred to other accounts.

Product Related FAQ

What kind of products can I find on Satueen?

Satueen is a multibrand store that curates authentic and genuine product from across South East Asia (i.e. Indonesia, Thailand, Vietnam, etc.) We offer curated local apparel, fragrance, other lifestyle brands all in one-stop destination to discover and shop effortlessly.
Are all the products authentic?

Absolutely. We partner directly with local SEA brands to guarantee authenticity and quality. Our curation process will already filter out white label, mirror, or dupe brands.
Will you keep adding new brands?

Yes! We are constantly onboarding new SEA labels, so there’s always something fresh to discover and a stage for the brightest brands to shine.
How do I know the right size to buy?

We always put up a detailed size chart in our listings, so you can gauge accurately. Kindly note that all measurements are stated in CM and may vary up to 1-2 cm due to mass production.

We recommend checking measurements carefully before ordering. Feel free to reach out to us through Instagram or WhatsApp should you need further assistance.
Are sizes standardized across brands?

Since we carry diverse SEA brands, sizing may vary. Always refer to the size guide provided for each item.

Order Related FAQ

How do I place an order from the website?

Once you encounter the product that you like, you can click the “add to cart” button, and the product will automatically be added to your shopping cart. Once you’re ready to checkout, just click on the cart button at the top right corner of your screen and make payment accordingly. Once your payment is through, you can find your order in your account.
What payment options are available?

For now, we have a credit/debit card payment option available. This comes in a fast checkout option, such as Google Pay and Apple Pay, as well.
How do I know when my order is confirmed?

Customers will receive an email notification once their payment is received and the order is confirmed. Order number and receipt will be sent directly to the customers’ registered email address.
Can I make a special request for my order?

If there are any requests to be made regarding a certain order, kindly reach out to our admin via Instagram DM or WhatsApp, and we will assist you further.
I'd love to place my order offline, do. you have a physical store?

We currently adapt temporary spaces as our main offline channel. Do stay tuned to our Social Media @satueenofficial to hear the latest news regarding our Pop-Up Events!

Shipping Related FAQ

Where do you ship from?

Our products are mostly shipped from our warehouse in Singapore. However, some products might be shipped from overseas depending on the availability. The shipping details can be found during checkout.
Where do you ship to?

For now, website orders can only ship locally within Singapore. However, Instagram and WhatsApp orders can cater to overseas customers.
When will my order be shipped?

Order processing and packing will take a maximum of 24 hours after order placement and will be shipped immediately after. Customers can expect an email notification once their orders are shipped.
What delivery options are available? How long will it take?

Currently, we are partnering with J&T for our local delivery service within Singapore, and it will usually take 2-3 days to deliver to your doorstep after you place your order. Otherwise, self-collection is also possible when you order directly through Instagram or WhatsApp.

International shopping may vary depending on the destination.
How do I change the shipping address for my order?

Orders on the website will usually be processed and packed in less than 24 hours after order placement. Kindly check with our admin on your order status if you wish to change your shipping address, because changes after the order is packed will not be possible.
How do I track my order?

You can find the order tracking code in your email and use the J&T tracking website to track your order.

Cancellation/Return/Refund Related FAQ

Can I change or cancel my order?

Orders on the website will usually be processed and packed in less than 24 hours after order placement. Kindly check with our admin on your order status if you wish to change your shipping address or order details, because changes after the order is packed will not be possible. However, at the moment, we will not be able to cancel your order because we are unable to provide a monetary/cash refund. For further help, kindly reach out to our admin via Instagram DM or WhatsApp.
What should I do if I receive a damaged or incorrect item?

We apologize if you have ever encountered such inconvenience. Kindly take a picture and or video of the damaged/incorrect items, and you can contact our admin via Instagram DM or WhatsApp. We will provide the best solution to the matter.
What is the return and exchange policy?

Return & Exchange is possible under certain conditions. Kindly refer to our “Delivery & Return” Page for further information (you can find the page at our website footer). As for Refund, at the moment we are unable to facilitate a monetary/cash Refund. However, if a Refund is needed, then we will Refund via Satueen Points to your account.