Frequently Asked Questions (FAQ)

Last Modified: 01 Jun 2010.


1. How Do I Place An Order With Soul Intimate For The First Time?

To place an order with Soul Intimate for the first time, please registered an account by clicking on REGISTER (at the top right corner at our website) and register for an account with your particulars. Only fields with * need to be filled in. Once you are done, please select the item that you are interested in and click on ADD TO BASKET and it will appear within your BASKET. Continue to do so until all your items are in your BASKET. Click on VIEW BASKET and update or remove items. Finally, select CHECKOUT to proceed to payment (you can opt to pay via Credit Card / Paypal / ATM Bank Transfer / E-banking transfer). Make the payment and you are done!


2. How Do I Change My Payment Mode After I Have Opted For A Particular Mode Of Payment?

If you have selected a payment mode(eg Bank Transfer) and have a last minute change or mind and decided on Credit Card instead, please login and select YOUR ACCOUNT->ORDER HISTORY->COMPLETE PAYMENT and select the new mode of choice (eg Credit Card) and proceed with the payment.


3. Are There Addition Fees For Payment Via Credit Card Or Paypal?

No. We will absorb the Credit Card fees associated with processing your order via Credit Card or Paypal. There will be no additional charges. Payment via Paypal or Credit Card is the preferred mode as our system will reserve your stock IMMEDIATELY.


4. How Safe Is Your Credit Card Processing Agent?

We use Paypal to process your credit cards (for non-Paypal account holders). Paypal process millions of dollars worldwide on a daily basis and is one of the most established and reliable credit card processing agent. We do not store your credit card details at our end. You will notice that you will only be asked for credit card details strictly at Paypal’s website only.


5. How Do I Place An Order For An Out-Of-Stock Item?

Please indicate to our staffs if you are interested in an out-of-stock item, we will reserve the stock for you for at least 1 working day on stock arrival. There is no need to make any pre-payment for a reservation usually. Please check with our staffs on our next shipment arrival estimates.  


6. How Do I Check The Status Of My Order?

Please check your email regularly, you will receive emails when your order’s payment has cleared, and when your order has been shipped.


7. When Will I Receive My Goods (Singapore Address)?

We usually will post your order within 1-2 working days. That means you will be receiving your order within 2-4 workings days after payment has cleared.  During peak period, you might receive it within 4-6 working days. For urgent orders, please drop us a note and separate arrangement might be necessary.


8. When Will I Receive My Goods (Oversea Address)?

We usually will post your order within 2-3 working days and you will provide a tracking number from our Postal Agent. You will usually receive your order within 8-12 workings days (eg, USA, Canada, New Zealand, Australia and various part of Europe etc which we commonly post to) after payment has cleared.  During peak period or festive season, you might receive it within 12-18 working days.


9. Can I Do Self-Collection or Cash-On-Delivery?

We regret that we do not have any arrangement for self-collection or Cash-On-Delivery at our premises or at your premises.  Our warehouse location mainly supports the wholesale business only.


10. When Can I Expect A Reply For My Questions and Enquires Via “Contact Us”

We have dedicated Customer Service Agents on 2 shifts and should be able to reply you within hours. During peak period, we may take up to 1 working day to get back to you.


11. What Is Your Operating Hours?

Our Customer Service Agents are online and operates from 9am to 11.00pm from Monday to Saturday (Singapore Time: GMT+8) except Sunday and Public Holidays.


12. How Will I Receive My Orders?

For normal mail (free), we post via Singpost and you will receive it in your mailbox.  If you have opted for Registered Article (S$2.50), someone needs to be at delivery address to receive and sign it when Singpost delivers it. Otherwise, Singpost will drop a delivery note asking you to collect from a nearby Post Office. For all overseas order, someone needs to sign for the receipt of the order at the delivery address.


13. Why Is My Order Cancelled?

If your item is pending payment for more than 3 working days or if someone has made the same item purchase and has completed his payment, your order will be cancelled automatically if the item has become Out-Of-Stock.


14. Can You Post My Order Using Discreet Packaging?

ALL orders will be posted using discreet packaging.  We usually pack them into A4 or B5 standard document envelope.  For larger quantity purchase, we use Postpac boxes.  There will be no indication of the content or our Company’s name outside the packaging.


15. How Can I Trust That You Are Not One Of Those Fraudulent Websites?

You can check out our Ebay Store’s Feedback at http://myworld.ebay.com.sg/soulintimate/ .  You can also make the purchase from our Ebay Store at http://stores.shop.ebay.com.sg/Soul-Intimate instead.   Do note however that new items/designs and sale items are only available at our website as Ebay is not our primary sales channel and new items/designs sell-out very fast at our own website.  More than 99% of all sales are transacted at our website.


16. Are You A Legally Registered Business Entity?

Yes, our company Soul Intimate is registered with ACRA (Accounting and Corporate Regulatory Authority of Singapore)



17. How do I qualify for Soul Intimate Lifetime Membership?

To qualify for Soul Intimate Lifetime Member, you will have to make a combine purchase of $300 within a single month. Drop us a note once you have exceed $300 of purchases and we will process your membership accordingly within 5 working days.  You will be given a VIP code, which entitles a member a 10% discount storewide for purchases under your userid.  Do note that membership terms and conditions are subjected to change. 



18. How do check out with the Membership VIP code to qualify for the 10% discount?

During checkout, before your click on Place Order Now: (1)Enter the coupon code given in the Enter Code field, (2) Click on Apply Changes, (3) Confirm the updated price and then click on Place Order Now. For screenshot, see here





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