Frequently Asked Questions

Orders and Payments

Product

Delivery

Registered Account

Returns

Other

Orders and Payments

1. What and where is my order confirmation number?

The order confirmation number begins with “CR” and can be retrieved in your confirmation email.You may also view find your order confirmation number via “Order Status” under “My Account”.

2. How can I make a purchase?

Shopping at croonshop.com.sg is easy:

  • • Login to sephora.sg
  • • To add items in your cart, click on “Add to Cart” for the item you wish to purchase
  • • To change the quantity of the item, change the number in the box under the “Price” column or you can add it in the Cart Page.
  • • To change the quantity of the item, change the number in the box under the “Price” column or you can add it in the Cart Page.
  • • To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page
  • • If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount
  • • Review your order at the Cart Page. Once you are ready to place the order, click on ‘Order’
  • • Fill in all necessary details for your shipping details (NO PO BOX), click on ‘Proceed to Purchase’ to choose your preferred payment method
  • • Please review your orders again and total amount before completing the payment

You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email

3. How long does it take to confirm my order?

Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.

4. Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at cs@croonshop.com.sg and do not re-create your order to prevent duplication.

5. Can I amend my order after it has been confirmed and paid for?

We know how exciting it is to receive orders on time, therefore we are unable to amend any orders as we process orders immediately when payment is confirmed. Any amendments may cause delay in the delivery of your order.

6. Can I cancel my order?

Unfortunately, we are unable to cancel orders once it is paid. Please review your items before completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out Of Stock.

7. I am having issues using the coupon/voucher code

Please check the terms and conditions of the discount code. Rewards Redemption and discounts cannot be used at the same time during Flash Sale.

8. What do I do if I receive a faulty item or have a problem with an item ordered?

Please contact us immediately at cs@croonshop.com.sg, please visit our return policy or FAQ for more information on the T&C and return procedure. Do not discard the items as we will need it to be collected back by our courier.

9. What kind of payment method may I use at sephora.sg?

– Credit Card (Visa/Mastercard/AMEX)
– Paypal

10. Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at cs@croonshop.com.sg and do not re-create your order to prevent duplication.

Product

1. How do Croon Angel Puff effectively cleanse my skin without any other products?

– Croon Angel Puff are made-up from ultra-fine, wedge-shaped and unique fibers that can effectively trap and lift impurities to reveal the natural beauty and healthy skin every day without the need for anything else.

All our products are handcrafted from the finest raw material to ensure their quality and longevity.

2. Can I use other beauty product or treatments after using Croon Angel Puff?

– Sure. Croon Angel Puff will help you to clear the impurities and dirt deep inside your pores and skin with water only that can naturally hydrate your skin. So when you apply facial mask or any other beauty product it will allows the nutrients that you apply to penetrate deep into your skin and let your skin absorb even more.

3. How should I use exfoliating puff?

– It is recommended to use ‘Croon Angel Exfoliating Puff’ once or twice a week and adjust the frequency to suit your skin. The exfoliating puff can be used by itself, but we recommend to use ‘Croon Angel Cleansing Puff’ at sensitive area such as eye or around the mouth.
The best way to use exfoliating puff will be washing your face by using cleansing puff first then only scrub your face gently with exfoliating puff.

4. How, and how often should I wash my CROON Face Fibers?

– It is all depending on how often you use them. Generally, if using daily we recommend to rinse gently after each use, and machine wash after 2 to 3 uses.

5. Is it possible to wash the puff through the washing machine?

– Yes. Angel Puff can be put into the washing net and wash it with washing machine. However, we are not recommend to wash it using fabric softener or blech as it will damage the fiber and reduce the cleansing effects.

6. Do I need to wash my Croon Angel Puff before use?

– We would recommend you to pre-wash your Croon Angel Puff before use.

7. My fibers are stained with make-up – how do I clean them?

– If your fibers become stained with makeup, simply apply a mild laundry detergent directly to the stain, agitate with water, and pop in the laundry bag to be washed in your next load.

8. Should I wash my face before using the Angel Puff?

– You can use Angel Puff in any ways. You can choose not to wash you face as Croon Angel Puff has your entire skin care routine covered. Croon Angel Puff is a handcrafted fibers harness the natural benefits of water to cleanse your skin. It is a simple process to clean your face with Croon and Water without chemical.

9. Can I Use it if I did not make up?

– You can use Croon Angel Puff as your general facial cleansing puff in the morning, afternoon, evening or night.

10. How long do the Croon Angel Puff last?

– Croon Angel Puff is a 100% reusable puff. How often you need to replace them is really depends entirely on how often you used them. In general, the fibers will last from 1.5~3 months based on a single puff.

11. Can I use it on acne and atopic skin?

– Croon Angel Puff was designed to reduce, and improve your skin. Croon fibers was certified by a dermatological research institute in German proven that by using Croon Angel Puff constantly and correctly you will see the improvement on your skin (Reduce pore size, improve skin texture, and reduce acne-causing substance). However, if your skin have a special skin condition, we recommend that you should use it after you consult with a specialist.

You can check the details of the test results on the product details screen.

12. How do I remove waterproof and long-lasting make-up?

– Cleans you face with Croon Angel Puff and Water only is so natural and so beneficial to your skin, but sometimes water might not cut-it when it comes to removing waterproof mascara and other long-lasting makeup.

For waterproof makeup removal, we recommend sourcing an organic, natural and non-toxin cleansing oil and apply it onto your skin with Croon Angel Puff.

Delivery

1. How much is the shipping cost and what is the condition to enjoy free shipping?

We offer shipping throughout Singapore except for restricted areas. Please provide us with a valid shipping address and contact details.

Order Amount Standard 3-5 days shipping (no time slots)
Orders below S$50.00 S$2.00
Orders S$50 and above Free
  • • A shipping fee will apply if your minimum purchase amount falls below minimum shipping after discounts.
  • • We are closed for delivery on Sundays and on Singaporean Public Holidays
  • • Shipping may take longer during sale periods, holidays and extreme weather

2. Can I upgrade my delivery methods afterward?

Unfortunately once your order has been paid and processed, we are unable to change your Shipping Method.

3. Do you have store pick up option?

Unfortunately we do not offer store pick up at the moment.

4. What should I do if my order has not arrived?

Please email us cs@croonshop.com.sg and we will get you in touch with our courier partner.

5. I entered the wrong address, what should I do?

The delivery address for an order must be a valid residential address – we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid.
In the event that the wrong address is indicated in the order, and the package is delivered, Giken Trading will not be liable for any replacement or refund.
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

6. Will I get charged for a re-delivery?

If we attempt to deliver your order, but you are not present to receive it; we will re-deliver on the next available date. Please note, there is a re-delivery fee of S$10 if your delivery fails 2x

7. How to track my order?

To track and check the status of your order, please click here and enter the tracking number sent to your email. Please contact the courier to check on the status of your package

8. Do you process orders during Public Holidays?

Unfortunately, our warehouse is closed during Public Holidays therefore your orders will be processed on the next working day.

9. What should I do if there's a delay in my delivery?

Standard Shipping – Our deliveries will be carried out between 9am – 10pm. If you’d like to know when your package would be delivered, you may contact Ninjavan’s support team at +65 6602 8271 with your order number or enter your order number in the tracking link, here.

10. What happens if I'm not available to receive my package upon delivery?

If there is no one available to receive the package when your delivery arrives, one of these could happen. The courier will:

  1. Fail the delivery & an email will be sent to you with a rescheduling link to choose the next date/time-slot for your delivery. Should there not be a date / time-slot chosen, our courier will reschedule it for a re-delivery for the next business day.
  2. Give you a call to check if you would like to have your package left at a secure location of your choice.

Registered Account

1. What if I forgot my password?

2. Can I change my email address?

3. How do I withdraw my membership?

4. How do I unsubscribe to newsletters (emails) and SMS?

Returns

1. What is the exchange policy?

For defective and incorrect items, we have a 7-day exchange policy upon receipt of order, subject to the following terms and conditions:

  • • Item must be in its original purchase condition, complete packaging, unused, unmarked and not defaced in any manner.
  • • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • • This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable.

Returned items must meet the requirements above. Refund is only applicable if item is out of stock. For returns, please email us at cs@croonshop.com.sgwith the details below.
Subject of email: Croon Returns – Incorrect Items/Defective items

  • – Customer Name :
  • – Order Number :
  • – Email address :
  • – Mailing Address on the order :
  • – Date, Time (9am-10pm) and address for pick up the parcel:(Pick up is not available on Saturday, Sunday and Public Holiday)
  • – Reason for returning : (If the return item is under defective category, please describe the defect in detail and also attach photographs in the email)
    To return an item, place the item securely in its original packaging and include your proof of purchase. After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least five (5) days from the receipt of your item to process a new replacement to you. Refund is only applicable if item is out of stock and refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

2. What happens if I am unhappy with the product I purchase or I changed my mind?

We do not accept return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Please review your cart before completing the order.

Other

1. How do I use my coupon?

– Simply key in the coupon code you received via email, SMS, or the event page and enter the coupon code field in the order and payment stage to automatically apply the discount. (Non-registered members are not allow to use the coupons).

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