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Frequently Asked Questions
How do we contact you
Signing up for Tracyeinny newsletter
How to Shop
How to Search for a particular product
How to Create a user account
How to place order
How to view existing orders
How to use discount code
How to cancel a paid order
How to get a refund for sold out item
How to place an interest in sold out item
Product information
Delivery Methods
Self Collection ( Only available in Singapore)
Return Policy for items bought online
Return Policy for items bought at Store
I have trouble logging in to my Tracyeinny account, what should I do?
General
Q: How do we contact you?
Tracyeinny can be contacted via "Contact Us" at the center of this Web site.
Our flagship store will also be open to viewing and purchase, as well as meetups for online purchase, at 3 Pickering Street #01-15 China Square, Nankin Row Singapore 048660. Alternatively, you can drop us an email at
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regarding purchases and enquiries,
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for job opportunities and
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for marketing and business opportunities.
Our main office is located at Blk 4010 Ang Mo Kio Ave 10 #05-08 Singapore 569626. Our admin team will revert within 24 hours. Do take note that our office is closed on Saturdays and Sundays and all weekend emails will be replied to on the following Monday.
Q: How do I sign up for Tracyeinny newsletter?
The fastest way to sign up for our newsletter is to return to our main pagewhereby you can enter your mailing address on the right side and sign up straightaway without registering an account. Alternatively, you can also set up an account with us by clicking on Register located at the top right hand corner of our main page.
How to Shop
Q: How do i search for a product?
If you already have the product type or name in mind, simply type it on the search function located on the main page and we will help you find everything related to your search content.
Alternatively, you can also search for a product at your own pace by clicking on the instock tab and browsing through each individual categories.
Latest arrivals each week will be available under the latest collection tab. We update our collections every Wednesday at 11am.
Products under the backorder tab are currently sold out and we have managed to order more pieces just for our customers. These products will arrive around the stipulated date stated on each individual item's specification.
If you still cannot find what you want, please contact us at
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.
Q: Do i need to create an account in order to shop at your website?
Yes. Setting up an account with us will make shopping at our website more convenient because you do not have to fill in your details every time you purchase something from us. In addition, you will also receive benefits such as weekly newsletters updates, order tracking, exclusive discounts and special offers.
You can sign up an account right now or you can start shopping first before setting up an account when you check out, entirely up to your own preference.
Q: How do i change details on my Tracyeinny account?
Once you have registered an account with us, you can log in to your Account anytime to modify any detail such as shipping address or password. Go to Personal Details on the top right hand corner, once logged in, to modify your personal details.
Q: What does Latest Collection, Back in Stocks, Instock, Backorders mean on the home page?
These are where our apparels/ accessories/ footwear and bags can be found to add to your shopping cart.
Latest Collection: Tracyeinny launches a new collection every Wednesday at 11am.
60-100 unique designs will be launched weekly on tracyeinny.com.sg, and they can also be purchased at both outlets. If you cannot find a particular item at either of the store, do not hesitate to ask our Tracyeinny Staff on duty that day.
Do also sign up for our mailing list to receive exclusive sneak preview of our weekly collection launch.
Back in Stocks: Customers normally request for us to bring back our sold out popular items. When we are able to do so, we will put them in this category once stocks arrive. Once backorders arrive, they will also be in this category.
Instocks: Items are categorised accordingly and they are available in stocks.
Backorder: Items are sold out and are requested by our customers. We place a backorder for these items and also inform our customers of the date of arrival in each individual item specifications. Customers can make payment for these items in advance and they will be notified when it arrives and we will send out / put aside for collection at our stores accordingly.
Q: How to place an order?
Register an account with us. Log in and start adding items into your shopping cart.
Once you have done that, click on My Bag on the top right hand corner, and click on check out.
Follow the 4 processes, ending with complete order. Once done, an email will be sent to you to prompt for payment, either by IBANK, ATM or Credit Card transfer.
Follow the link that will be sent to your email, to fill in payment details. Alternatively, you can click on Order History on the top right hand corner once logged into your account, and click on Submit Payment Details for the respective order.
Once done we will send an email when payment is verified. Items will be mailed out within 2-3 working days once payment is verified.
For ATM users, do remember to take a photo of your receipt and upload into the server so that we can verify payment. Do take note that we do not reserve items unless payment is made. Once payment details are filled up, we will be verifying them on our end, and sending you an email to confirm payment and order.
For IBANK users, do remember your ibank nick and note it down into the payment details. For instock items, they will be mailed out within 2-3 working days once payment is verified.
For credit card transaction, simply click on the "Smoovpay" button after selecting the VISA/ MASTERCARD OPTION and follow the procedures to make payment.
For local buyers, we accept
1) DBS/ POSB/ UOB/ OCBC Internet Bank transfer
2) DBS/ POSB/ UOB/ OCBC ATM transfer
Customers must provide us with a snapshot of the transaction receipt for verification purpose. We will not be able to process your order without a receipt.
3) Interbank Transfer: Verification will take 3 working days to process.
4) VISA/Mastercard/Debit card payment via Smoovpay (https://www.smoovpay.com/)
For international buyers, we accept
1) VISA/Mastercard/Debit card payment via Smoovpay (https://www.smoovpay.com/)
Our bank accounts are as follows:
POSB Savings 193441076
OCBC Statement Savings Account 517-457297-001
UOB Savings Account 344-102-203-2 SGD
Q: How do I view my previous orders?
Simply click on Order history on the top right hand corner once logged in, to view the complete listing of all orders you have made online, regardles if you have made payment or not. Click on each individual order details to view the products you have selected, as well as the status of the item at that instant.
Processing: You have either ordered but have not made payment, or make payment and is awaiting for verification from our admin team.
Processing (CC Received): You have ordered and made payment via credit card transaction and is awaiting for our admin team for verification.
Instock - Payment Received : Payment is made and verified. You would have been notified by email that your purchase will be sent out in 2-3 working days.
Backorder, Payment received: Payment is made and verified. You have chosen to wait for a sold out item, which has a backorder and our admin team will notify you upon arrival and send out to you / put aside for collection at our stores.
Self Collection at Chinasquare: Payment is made and verified and item has been put aside at Chinasquare store for pick up. Do print out your order form for verification at the counter.
Self Collection at Bishan Junction 8: Payment is made and verified and item will be put aside at Bishan Junction 8 store for pick up. Do take note of the timing stated on your email for collection.
Do print out your order form for verification at the counter.
Te - awaiting for refund: Payment is made and verified. Item is sold out and you have opt for a refund. Refund will be done within 24 hours.
Te - Refunded : Amount has been refunded back to your account and admin team would have informed you of it.
Te - Credits used up, no more credits : Item is sold out and you have opt for credits. Admin team would have keyed into the system your credits for you to deduct on your next purchase
Q: I have a discount coupon. How do i use it for my order?
Upon checkout, make sure that you type the correct discount coupon code into the appropriate box at the bottom left of your order and click submit.
If the discount code is not applied at this moment upon checkout, we are not able to revise your grand total amount manually or refund the balance to you. However, you can still use the discount coupon for your subsequent orders.
Q: I have just ordered online. Can i amend or cancel it?
Once an order has been placed and paid for, the item(s) will be reserved for you and hence we are unable to modify the order items or cancel it.
Q: I paid for an item but it is sold out upon clicking the link to provide my payment details.
Drop us an email at
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with the payment details and item paid for and we will refund accordingly. Items are based on a first pay first served basis. Once item is sold out, and payment has already been made for it, we will definitely refund you back for it. Alternatively, you can keep the money amount as credits, and inform our admin team at
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. If credits is chosen for sold out item, you will be able to subtract your credits out from your next purchase.
Q: I want to buy this product but it's sold out
Due to limited quantity, our designs do get sold out rather fast. So you need to be quick and grab it before someone else does.
However, if the item out of stock, please add your name and email address to the waiting list (notify me on restocks button) so if the item is restocked, an automated email will be sent to your inbox where you can click and purchase the item right away. Hence, do make sure that you check your mailbox regularly.
Products Information
Tracyeinny makes every effort to display, as accurately as possible, the colours of our products that appear on our website. However, as the actual colours you see depend on the resolution of your monitor screen, we cannot guarantee that your monitor’s display of any colours will be exactly the same as the colours of our products. We apologise for that slight difference and we do advise customers to come to store to do direct purchase if unsure.
Shipping
Normal Mail
Parcels sent under this mode will be delivered to your mailbox. Tracyeinny is not liable for any parcel loss via this delivery method.
Normal Mail with Certificate of Posting
Parcels sent under this mode will be delivered to your mailbox. Also we will obtain a certificate of posting from the Post Office to prove that we sent parcel out.
Tracyeinny, however is not liable for any parcel loss via this delivery method.
Registered Mail
Parcels sent under this mode will be received at your doorstep. Signature is required upon delivery. We highly recommend that you opt for registered postage to prevent lost mails. Registered mail can be tracked here: http://www.singpost.com.sg/ra/ra_article_status.asp
Overseas Mail
Parcels are sent out via Singpost delivery system. Registered mail is strongly advisable. Tracyeinny will not be liable for any parcel loss via normal mail delivery for overseas parcel.
Self Collection
Self Collection of items will be available at both Tracyeinny outlets
3 Pickering Street #01-15 China Square Nankin Row Singapore 048660, effective after 3 working days once payment verification is emailed to customer.
9 Bishan Place, Junction 8 Shopping Centre, #02-36/37 Singapore 579837, effective after 3 working days once payment verification is emailed to customer.
For more enquiries, do drop us an email at
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. Alternatively if you need directions to our shop, do call us at +6584484907.
Return Policy for items bought at www.tracyeinny.com.sg
Here at Tracyeinny, we strive to make every customer truly satisfied with their purchase.
We pride ourselves with sending out items that have passed our quality checks. We do not want our customers to receive anything less than that.
So if you feel that the order is faulty or not up to your satisfaction, please email us immediately after item is received and we will allow an exchange for another item or for credits off your next purchase. As soon as your returned parcel reached our office, we will sent you an email notification.
Exchange for item must be done within 14 days of receiving item.
Pls email us at
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• Your Order
• Details / Faults
• Picture of Faults etc.
Do take note that
1. No cash refunds are allowed for all returned goods except for incorrect item sent
2. The returned goods are your responsibility until they reached our office.
3. We strongly recommend you to opt for a postage service that allows tracking of parcel.
4. Sale items are non-refundable & non-exchangeable.
Return Policy for items bought at Tracyeinny stores
Exchange for item bought at store can be done within 3 days of purchase.
1. Original receipt should be presented for exchange.
2. A one-to-one exchange is allowed.
3. Strictly no cash refunds
I have trouble logging in to my Tracyeinny account, what should I do?
If you are experiencing any of the following scenarios:
1. After a failed login attempt, I can no longer see tracyeinny.com.sg
2. I previously did not logout, but now I can no longer see tracyeinny.com.sg
3. I see an error message about multiple redirection loops.
Please refer to our guide here.
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