Shipping & Returns
How does the Satueen delivery system work?
We deliver within Singapore and to Malaysia. Please check your delivery details before placing your order. You will receive an email notification when your parcel is dispatched.
Estimated delivery is 2–4 days within Singapore and 4–7 days to Malaysia. Public holidays, busy periods and customs clearance may cause delays. Singapore orders are charged in SGD; Malaysia orders are charged in MYR.
Delivery fees
Singapore. Enjoy free delivery for orders S$120 and above after discounts. Otherwise delivery is a flat S$4.99.
Malaysia. Delivery is charged at S$7.99 per kilogram, rounded up to the next whole kilogram, with a one-kilogram minimum. For example, 1.3kg is billed as 2kg. The fee is converted to MYR and shown at checkout before you pay. Free delivery does not apply to Malaysian orders. Estimated delivery is 4–7 days.
Import duties and taxes on Malaysian orders. Your order is shipped from Singapore. Any import duty, SST or customs handling charge levied by Malaysian customs is payable by you, the recipient, and is collected by the courier on delivery. These charges are set by Malaysian authorities and are not included in the price you pay us.
Receiving your parcel & unboxing video
Please record one clear, continuous unboxing video, starting before you open the sealed parcel. Show the parcel and shipping label, the opening of the package, all items received, and any visible damage, fault or incorrect item. Keep the original packaging and all contents while we review your claim.
Damaged, faulty, incorrect or missing items
If there is an issue with your order, contact our team through Instagram DM at @satueenofficial as soon as you discover it. Submit your order number, a description of the issue, clear photos, and your unboxing video. The unboxing video is required as supporting evidence for our claims assessment. For faults that are not visible during unboxing, also include photos or a video showing the fault.
We will review the evidence and arrange an appropriate replacement or refund for an approved claim. Satueen covers reasonable return shipping costs for damaged, faulty or incorrect items. Please contact us for approval and return instructions before sending anything back; retain the product and original packaging where available.
If an unboxing video is unavailable, contact us with any other evidence you have so we can assess your rights under applicable consumer law. The video requirement does not exclude or limit those rights.
No change-of-mind returns
We do not accept change-of-mind returns or exchanges, whether a product is unopened, opened or used. This includes changing your mind about a purchase or finding that a fragrance does not suit your preferences. This does not affect claims for damaged, faulty or incorrect items or your statutory consumer rights.
Refund amount & payment method
Approved refunds are based on the amount actually paid for the affected item, after discounts, and are returned to your original payment method. If this is unavailable, we will contact you to arrange an alternative monetary refund method. Refunds are not issued as Satueen Points Credit.
For items purchased as part of a bundle or a free-gift promotion, we will explain the refund calculation and whether any related items or gifts need to be returned before approving the return. Refunds reflect the amount paid for the affected items, rather than their undiscounted price, and any arrangements remain subject to applicable consumer law.
Satueen Circle points and refunds
Money paid for an approved refund is returned as explained above. Circle points are adjusted separately; they do not replace your monetary refund.
- Points earned on a purchase. Points earned on refunded product spending are reversed. A partial refund reduces the points earned to reflect the product amount you keep after discounts; a full refund reverses all points earned on that order. A shipping-only refund does not reduce product points.
- A Circle reward used on a fully refunded order. The points spent to redeem that reward are returned to your Circle account. The discount itself is not refunded as cash. For example, if you redeemed 250 points for S$5 off, a full refund returns the amount you paid and restores those 250 points separately.
- A Circle reward used on a partially refunded order. The points spent on that reward are not restored. Your monetary refund reflects the amount paid for the affected items after the reward discount, and any points earned on refunded product spending are adjusted.
If an order using a Circle reward is cancelled or its payment fails, the redeemed points are returned to your account. You can also return an unused Circle reward to points from My Account. Points adjustments appear in your Circle history. If refunded purchase points have already been spent, your balance may become negative and future points will first cover that balance.
Refund processing
We will process an approved refund within 5 business days after receiving and inspecting the returned item. If we confirm that a return is not required, we will process the refund within 5 business days of approval. The time it takes for the funds to appear in your account depends on your bank or payment provider.
This policy does not exclude or limit your rights under applicable consumer law. For assistance, contact our team through Instagram DM at @satueenofficial.