FREQUENTLY ASKED QUESTIONS

We, Moët Hennessy Diageo Singapore ("MHDS") understand each customer has their own unique needs and preferences, as well as different questions and concerns about our services and products. We have compiled a list of our most frequently asked questions below to give help answer some of the most commonly asked questions. If you cannot find the answer to your question below, or have further questions, we encourage you to get in touch with our team via email at accounts.sg@orders.maisonone.com who will be happy to help. Where your enquiry relates to our brands and products, your query will be forwarded to the relevant Sales or Marketing team members.

 

GENERAL INFORMATION

What are the operating hours of the e-store?

Our e-store runs 24/7 hours, 365 days a year. 

What are the business hours of your Customer Service Team and how soon can I expect a response to my query?

Our business hours are typically 10am - 6pm. We endeavor to answer all queries within 2 business days. Should your query be related to our brands or products, your query shall be directed to our Brand Manager or Salesperson who would be able to assist you. Leading up to festive periods or during seasonal sales, we may experience a high volume of queries and we ask for your understanding in advance if we are not able to get back to you within 2 business days. During such periods you should expect an answer to your query within 3 business days instead.

ORDER

 I have completed my order, but I discover that the product I ordered is on promotion today. Can I get my refund on the price difference?

Price of our products may be adjusted at any point of time. The price adjustment cannot be the base of any claim for loss.

How will I know if my order has been confirmed?

An automated confirmation email will be sent to the email address provided during checkout within 10 minutes of placing your order. If the email does not appear in your inbox, please check your junk box or clutter folder. If you still unable to locate your confirmation email, you may contact our Customer Service Team at accounts.sg@orders.maisonone.com to confirm your order with us.

How will my order be packed?

Where the number of bottles ordered for an item makes up a full original carton, your order will be delivered in the original carton. Where the number of bottles ordered does not amount to a full carton, the bottles in your order will be delivered in generic carton boxes or carton boxes of brands within our portfolio.

I have completed my order, but I have changed my mind. Can I cancel my order?

We do not accept cancellation or amendments of paid orders. Please check that the items in your cart are those that you wish to purchase.

I received an incorrect/incomplete/damaged order. What should I do?

  1. You may choose to reject the entire delivery and request for a re-delivery
  2. You may choose to partially accept the order and schedule for a re-delivery for affected products

*Kindly ensure that the rejection is documented on the Delivery Note of the copy held by the courier and take a photo of the document for our reference.

I have provided the incorrect delivery information. How do I update it?

Please contact our Customer Service Team at +65 9738 9161 / +65 8666 0916 between 10am - 6pm or at accounts.sg@orders.maisonone.com as soon as possible within 48 hours of your order. If the order has already been delivered to the incorrect address, a delivery surcharge of $25 will be imposed and borne by the customer for re-delivery. In the case of loss, MHDS will not be held responsible.

DELIVERY

What are the delivery charges for my order?

Orders with a value of $350 and above will be delivered free of charge. Otherwise, a surcharge of $25 will be applied during checkout.

What is the delivery lead time?

Once an order is placed, it will be delivered within 10 working days. If there are complications in the order that requires more time, we will reach out to you via your contact number or email.

How will I be informed of the delivery date?

An SMS from our Logistics Provider will be sent to the recipient's contact number on the day before or morning of the day of delivery. However, if a mobile number has not been provided during your order confirmation or registration, we will not be able to inform you of the scheduled delivery.

I received an SMS to inform me of my delivery, but it did not arrive on the scheduled day. What should I do?

Please contact or our Customer Service Team at accounts.sg@orders.maisonone.com immediately. Whilst we endeavor to deliver your order as scheduled, we may be delayed due to unforeseen circumstances such as vehicle breakdowns, roadworks, weather conditions and traffic accidents. Our Customer Service Team will contact you within 24 hours to re-arrange the delivery.

I am not in Singapore on the day of delivery and want to appoint a representative help to receive the bottles on my behalf. Is that okay?

Yes, the person receiving your order at the delivery address given shall be deemed to be your authorized representative to receive the bottles. However, your authorized representative receiving your order at the delivery address must be 18 years of age or above. Our delivery person reserves the right to request for a valid photo ID to verify the recipient's age.

PAYMENT

What currency Is used and how can I pay for my bottles?

Price displayed on the website are in Singapore dollars (SGD). You can pay for your purchase through our secure online payment supported by Shopify Payments. We accept payment by Credit Cards (Visa/Master only).

What are the business hours of your Customer Service Team and how soon can I expect a response to my query?

Our business hours are typically 10am - 6pm. We endeavor to answer all queries within 2 business days. Should your query be related to our brands or products, your query shall be directed to our Brand Manager or Salesperson who would be able to assist you. Leading up to festive periods or during seasonal sales, we may experience a high volume of queries and we ask for your understanding in advance if we are not able to get back to you within 2 business days. During such periods you should expect an answer to your query within 3 business days instead.