ORDERING
The item I want is out of stock in my size. What can I do?
You may wish to join the waiting list for such items. To do so, simply click on the button that says ‘Join Waiting List’. If and when a backorder opens for that specific item, you'll be notified via e-mail.
Is it possible to change my shipping method?
Yes, but this is only possible if your order has not been dispatched from our warehouse. You may wish to drop us an email at customers@fromthereon.com, and we’ll try our best to assist you.
How do I check on the status of my order?
To check on the status of your order, please click here. You'll need the order number provided in the Order Confirmation e-mail.
Can I amend or cancel my order after I’ve placed it?
We understand the pains of having to wait for your package, so at From There On, we aim to get your order shipped out as soon as possible. As a result, orders that have already been placed cannot be modified or cancelled.
What should I do if I have a question regarding From There On’s product(s)?
If you have any questions regarding anything at all, please feel free to drop us an email at customers@fromthereon.com and we’ll be happy to help.
I need an item urgently! What are my options?
We understand what it feels like to be stuck in such a situation, you may wish to opt for Next-Day Delivery, which will cost SGD$4.00. Simply select this option upon checkout.
How do I redeem a promo code?
From time to time, From There On sends special promotional codes to our newsletter subscribers. These offers may include a “promo code”, which may be activated under the ‘Discount’ section of the checkout process. Enter the code, and then click the ‘Apply’ button. The discount or special offer will be applied to your order.
If your promo code fails to activate it, it could be because it has expired, or perhaps the items in your shopping bag are not eligible.
Do note that promo codes cannot be used in conjunction with any other offer or promotion, and only one discount can be used per order. Kindly bear in mind that the promo code has to be entered upon check-out to be valid.
I am unable to checkout certain items in my Favourites. Why is this so?
You may wish to save the items in the 'Wish List' until a later date when you’re ready to make the purchase. However, do note that items saved in the 'Wish List' may sold out anytime, and are by no means ‘reserved’.
If you’re unable to checkout the items, it could be that they've already been sold out.
DELIVERY
How long does it take for my order to be shipped out?
Once payment has been received successfully, please give us 1 - 3 working days to dispatch your items. However, kindly note that shipping times are subjected to availability of merchandise.
To check on your order status, please click here.
How do I track my package?
Singapore
To track your package, kindly refer to the email containing the tracking number starting with ‘FTO’. Please enter the tracking number provided into www.ninjavan.co. Do note that this method is only applicable to orders shipped via Standard/Express Courier.
International
Tracking your package when you're based out of Singapore is actually really simple. Once your order has been dispatched, you'll receive an email containing the tracking number and a link to our shipping carrier's website. Detailed instructions will be included in that email as well, so just keep a look out for it.
What can I do if I have yet to receive my package?
Please drop us an email at customers@fromthereon.com and we’ll get back to you regarding your package. Alternatively, depending on the mode of shipping, you may also contact Ninja Van directly at support@ninjavan.sg.
Learn more about Local and International shipping methods by clicking on the respective links.
How long does it take for my order to arrive?
SingaporeOrders shipped via Standard Courier Shipping will take about 2 – 3 working days. Do note that the delivery time is not inclusive of verification and administrative process.
International
For customers based out of Singapore, orders will be delivered via Deutsche Post DHL (unless otherwise stated). Estimated delivery time ranges from 5 - 20 working days, and is not inclusive of internal processing and verification time. For more information on International delivery, click here.
RETURNS
I’ve received a defective/incorrect item. What should I do?
If you’ve received a defective / incorrect item, please contact our Customer Service team at customers@fromthereon.com within 5 working days from the day of receipt.
BACKORDERS
What does it mean when an item is on backorder?
At From There On, we try to ensure that our products are in-stock and ready to ship. However, due to high demand, there may sometimes be insufficient stocks for the products that you’re interested in.
Items on backorder cannot be shipped at the time that the order is placed, but will instead be shipped at a later date. The expected arrival date is listed on the product page; please keep in mind that the arrival date is an estimation, and is subject to change.
For orders with mixed merchandise (in-stock and backorder), only in-stock items will be shipped as soon as payment is verified. Items on backorder will be dispatched once shipment arrives at our warehouse. However, do note that if your order contains more than one backorder merchandise, the order will only be shipped out collectively when all items have arrived in our warehouse.
Reward points will only be awarded after all backordered products in the order have been shipped. If you'd like to receive your reward points sooner, kindly make a separate purchase for backordered products.