Order FAQ

This website is owned and operated by DFASS SATS Pte. Ltd. (“DFASS SATS”) for Singapore Airlines Limited (“SIA”) and SilkAir (“MI”).


Now you can order quickly and easily through KrisShop.com

All orders shall be subject to availability and acceptance by DFASS SATS Pte. Ltd., and to the Conditions of Online Sale , of which the following is an extracted summary:


Prices

  1. Mailing and shipping are excluded from the price listed; please refer to the Shipping Charges for more information
  2. Customs, import duties, and postal clearance are separate and additional to the price.
  3. Prevailing Goods and Services Tax (GST) will be charged on all Singapore deliveries.
  4. For more information on how to use your vouchers, please see " Voucher Redemption ".

Payment
Credit cards and payments via other payment modes, such as MasterPass, Alipay and KrisFlyer miles are accepted for online purchases. Please ensure credit card has a validity of at least 90 days. Please do not send cash or personal cheques.

For purchases using vouchers, please refer to Voucher Redemption for more information. Please mail original vouchers with your completed KrisShop Order Form.

For orders above SGD500, scanned copies of the credit card and/or passport / IC may be requested by KrisShop for verification purposes.

Returns/Refunds
We guarantee that every item is in good condition at the time of purchase. If it is not, please return the item to us by registered post in its original condition and original packaging, accompanied by proof of purchase within 30 days of delivery, detailing the reason for return. Upon safe receipt of returned goods within 30 days, we will either exchange or refund the item. To return unsuitable gifts purchased by you for delivery to a third party, goods must be returned unworn/unused by registered post in its original packaging, in the same condition as when sold and accompanied by proof of purchase within 30 days of delivery. We will refund the cost of the item to your credit card but not refund or reimburse any postal, shipping or handling costs. All purchases using any form of vouchers or KrisFlyer miles are non-refundable and non-exchangeable. We will not entertain any return or request for refunds which does not comply with the above conditions.

Please write to Customer Service at Krisshoponline@dfassgroup.com.sg to arrange for any return/refund.

Returns made via Courier (examples: UPS, FedEx, DHL) will not be reimbursed.

Buying Information
PPS Club members are entitled to a 10% discount on all items, purchased through KrisShop.com, unless otherwise stated.

Disclaimer
This Order FAQ is informative only and has no legal or binding effect. In the event of any conflict or inconsistency between the Conditions of Online Sale , and this Order FAQ, the Conditions of Online Sale shall prevail.


Pre-order For Inflight Collection FAQ

What is pre-order and how do I make use of it?
The pre-order service provides you with the convenience to order your favourite products online, from the comfort of your home. Your pre-ordered items will be reserved and made available for your collection on your next SIA or SilkAir flight out of Singapore and on selected SIA flights^ into Singapore with us.

Pre-orders can be made on flights up to 90 days in advance. There are also exclusive pre-order items only available on KrisShop.com for your selection.

For SIA flights, please pre-order your items at least 24 hours (or 72 hours for the selected inbound flights^) prior to the flight on which you wish to receive your order. All SIA outbound flights are eligible except for flights to Malaysia and the direct SIN-SFO flight.

For SilkAir flights, please pre-order your items at least 72 hours prior to the flight departing Singapore. All SilkAir outbound flights are eligible except flights to Kuala Lumpur, Kuching, Langkawi, Penang, Palembang and Pekanbaru.

Upon checking out, simply fill in your flight details and make payment to complete the transaction.

What are the available modes of payments for my pre-order purchase?
The following credit cards will be accepted for payment – VISA, MasterCard, Diners Club, JCB and AMEX. Other payment modes, such as MasterPass, Alipay and KrisFlyer miles may also be accepted.

Can I collect my pre-ordered items on both inbound and outbound flights?
Pre-ordered items are available for collection on all* flights departing from Singapore on SIA and SilkAir flights and on selected flights^ arriving into Singapore on SIA flights only. Pre-orders can be made on flights up to 90 days in advance.

*Excluding flights to Malaysia and the direct SIN-SFO flight.
^Please refer to the list of selected inbound SIA flights here.

Will there be any delivery charges for pre-order?
There will be no delivery charge for collecting the items you pre-ordered onboard your selected flight with us.

Are all items on www.KrisShop.com available for pre-order?
All items listed in the ‘For Inflight Collection’ category are available for pre-order and collection on your next SIA or SilkAir flight. Some of these items are exclusive premium products available only for pre-order and not available for Inflight Sales on SIA and SilkAir flights.

However, items listed in the ’For Home Delivery’ category may NOT be available for pre-order.

What documents do I need to present to the cabin crew on board in order to collect my pre-order items?
Please present the credit card that was used to make the pre-order purchase or the e-invoice from KrisShop.com in order to receive your pre-ordered items.

What happens if there are changes to my flight schedule after I have confirmed and paid for my pre-order items?
Please contact our customer service officer at 65-65423208 or email Krisshoponline@dfassgroup.com.sg to advise us of your updated travel plans, and we will make the necessary arrangements for the collection of your purchase onboard your next flight.

What happens to my pre-order if my flight is cancelled?
If a flight is cancelled, please notify KrisShop immediately by sending an email to Krisshoponline@dfassgroup.com.sg for a full refund. We will need 3 calendar days to process the request.

Can I pre-order for everyone in my itinerary or place more than one order for the same flight?
Yes, you may place a pre-order for each person in your itinerary. Be sure to take note of Customs Allowance restrictions that may apply. Information on Customs Allowances Policies can be found here.

How can I make changes to my order?
DFASS is unable to make any change to the original order. The original order will be treated as cancelled and refunded accordingly. A new submission is necessary.

What if I receive the wrong order?
It is the responsibility of the customer to check the items presented upon receipt. An acceptance acknowledgement will be signed, or you may choose not to sign it and may return the product for refund. An email notification regarding a refund will be sent to you within 96 hours of the return.

What is the return and refund policy?
DFASS guarantees that every item is in good condition at the time of purchase. Liquids, gels and food products may not be returned if they have been opened. Alcohol cannot be returned due to government regulations. If item is found unsuitable or defective, please return the item to DFASS by registered post* in its original condition and original packaging, accompanied by proof of purchase within 30 days of delivery, detailing the reason for return. The purchase price of the item will be refunded to your credit card. Shipping and handling are at the expense of the customer except for returns of defective items, for which a copy of registered post article must be emailed for refund purposes. All purchases using any form of vouchers are non-refundable, only exchanges are allowed. Purchases using KrisFlyer miles will be non-refundable and non-exchangeable.

* Returns made via Courier (examples: UPS, FedEx, DHL) will not be reimbursed.

Home Delivery FAQ

How do I make a Home Delivery purchase?
You can purchase our products online using a credit card and other payment modes, such as MasterPass, Alipay and KrisFlyer miles. Alternatively, you can also download the KrisShop Order form or obtain it from our cabin crew on board. Upon completion of the KrisShop Order form, you can submit it in the following ways:

  1. Mail it to: KrisShop Changi Airport Post Office, P.O. Box 1063, Singapore 918157
  2. Pass it to the cabin crew on board your SIA flight
  3. Fax it to 65-65429623
How do I pay for my Home Delivery purchase?
These are the modes of payment acceptable for Home Delivery purchases:

  1. Credit cards – VISA, MasterCard, Diners Club, JCB and AMEX
  2. Only original and valid PPS Club vouchers or/and, Inflight Gift Vouchers can be submitted together with your KrisShop Order Form. PPS Club vouchers are non-transferable and pooling of PPS Club vouchers among members is strictly not permitted.
  3. Other payment modes, such as MasterPass, Alipay and KrisFlyer miles.
If using PPS Club Vouchers as a mode of payment, please ensure that the PPS Club member name indicated in the KrisShop Order Form is the same as the name printed on the PPS Club vouchers. Please do not enclose cash or personal cheques with your KrisShop Order Form.

Can I purchase all the items offered on www.KrisShop.com?
All items listed under "For Home Delivery" category can be purchased. Due to customs and duties restrictions, all Inflight Sales duty-free Liquor & Wine selection is not available for Home Delivery. Some Home Delivery items are only available for delivery in Singapore. Do refer to product details on www.KrisShop.com or contact our customer service officer for more information.

Is there any additional charge that I have to pay for my purchase?
The product prices shown in the KrisShop Inflight Sales catalogue and KrisShop.com do not include delivery charges (please refer to Shipping Charges for more information). Deliveries to a Singapore address are subject to the prevailing Goods & Services Tax (GST). For deliveries overseas, prevailing taxes, customs/import duties and postal clearance, if any, are separate and additional to the price. Any additional cost, if applicable, will be borne by the customer and paid directly to the respective custom and/or courier upon arrival of items in the country, and cannot be paid using any form of vouchers (including e-vouchers) or KrisFlyer miles.

Can I personally collect my order or purchase the items over the counter?
We regret to inform that all items for Home Delivery are not available for purchase over the counter or via self-collection at any Singapore Airlines Services premises e.g. Silver Kris Lounges or ticketing offices.

How long will the delivery take after I have submitted my KrisShop Order Form?
Upon receipt of your KrisShop Order Form (within 3-5 working days), processing and delivery will take a further 10 working days (for delivery in Singapore) and 14-21 working days for other destinations. Delivery is done door-to-door by courier. Please ensure that the mailing address is complete and legible with a contactable telephone number or an active e-mail address. Please do not provide P.O. Box addresses. Incomplete or illegible information will delay order processing and delivery.

Can I return a purchased item if it is found to be defective upon receipt?
Please notify KrisShop immediately via e-mail and - KrisShop will advise you on either return, refund or exchange procedures.

How can I contact the KrisShop Home Delivery Office?
There are three easy ways to get in touch with us:
  1. Phone: 65-65423208
  2. Fax: 65-65429623
  3. Email: Krisshoponline@dfassgroup.com.sg


KrisFlyer Miles Redemption
For more information on how to use your KrisFlyer miles on KrisShop.com, please see Redeem KrisFlyer Miles

Thank you for shopping with us, we look forward to fulfilling your order!