questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Products Questions
3. Account Questions
4. Technical Questions
5. Contact Questions
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.
2. Delivery
How long will delivery take?
All orders are sent using tracked courier services and are delivered from Mon - Sat (except Public Holidays). Your delivery time frame will begin from the following working day if your order is placed after 2pm. Standard Delivery: 2-7 working days.
Please refer shipping policy for more details.3. Returns and Exchanges
Returns Policy
We are sorry to hear this,
If you received your order and the item(s) is damaged or not satisfied with purchase, please get in touch by email with us and include an image/video of the damage so we can arrange for a replacement to be sent as soon as possible.Please refer return & refund policy for more details.
Email: sales@laduchessa.sg
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for a essential oil? Use our comprehensive Search box located in the upper of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product collection or even page that you are looking.
Product Description
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details.
Product Details & Benefits
To view the ingredients, more details of products, benefits of product, just click on "Benefits" and "Product Details".
Product Availability & Out of Stock Products
La Duchessa carries thousands of products and hundreds of products. Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Linked Accounts
If you’ve linked your Beauty Insider and Kohl’s accounts on kohls.com you will be able to see your linked account status on the Account Information page. You can also unlink your Kohl’s account by clicking Unlink.
Order status & history
Tracking an Order
You can track the status of your order online at laduchessa.sg. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Partially Canceled Orders
If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by La Duchessa, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. Orders that contain out of stock items will be partially canceled for Singapore laduchessa.sg orders only.