Frequently Asked Questions
Account Setup
Do I have to create an account to shop with you?
Whilst we recommend for you to create an account for Fairmont At Home in order to view your order history, place a reorder and for faster and easier future checkout, an account is optional. Click here to create an account.What are the benefits of setting up an account with you?
You will be able to view your order history, place a reorder and checkout will be faster and easier as your details will be saved. We will only use your details to process your orders.
Delivery
What is your minimum order for delivery and what are the delivery fees?
There is no minimum order. Delivery fees start from SGD20 and is complimentary for orders about SGD300 (after discount).Can I pay cash on delivery?
At this moment, we only accept online payment.Can your driver deliver at a specific time within the time slot?
You can select the preferred time slot when checking out. We regret that we are not able to arrange for specific timing at this point in time.How do I change my delivery address?
Please email home.singapore@fairmont.com with your request 24 hours or more prior to delivery. A confirmation email will be sent to your email address regarding the change.I have received my delivery but an item from my order is wrong, missing or damaged?
Please email home.singapore@fairmont.com with the details, including relevant images and delivery invoice.I have received my items but have decided I don't want one of the products. Can I return it?
We regret that all products sold cannot be returned or exchanged unless they were damaged upon receipt.I just realised that I won't be home during the delivery slot – what can I do?
Please email home.singapore@fairmont.com prior to your delivery date to make alternative arrangements. Request must be made 24 hours or more prior to delivery. Otherwise, it will be subject to availability and may incur additional charges.
Pickup
What is your minimum order for pickup and what are the fees?
There is no minimum order and pickup is complimentary.Can I pay cash on pickup?
At this moment, we only accept online payment.Can I arrange for pickup at a specific time within the time slot?
You can select the preferred time slot when checking out. We regret that we are not able to arrange for specific timing at this point in time.How do I change my pickup date and time?
Please email home.singapore@fairmont.com with your request 24 hours or more prior to delivery. A confirmation email will be sent to your email address regarding the change.I have picked up my order but an item is wrong, missing or damaged.
Please email home.singapore@fairmont.com with the details, including relevant images and delivery invoice.I have picked up my items but have decided I don't want one of the products. Can I return it?
We regret that all products sold cannot be returned or exchanged unless they were damaged upon receipt.What is your pickup location? Where can I park?
You can pick up your order at Prego, located at Level 1 of Fairmont Singapore. You may temporarily park your vehicle at Fairmont Singapore driveway while picking up your order. Click here for directions
Orders
Can I cancel my order after placing it?
Orders can only be cancelled 48 hours or more prior to delivery. Please email home.singapore@fairmont.com for assistance.Can I place an order on the phone or by email?
Please email home.singapore@fairmont.com for assistanceDo you offer gift cards/vouchers?
Yes! You can purchase our gift cards here.How will you communicate with me once I have placed my order?
You will receive an email with your order confirmation. For orders with delivery, our team may call you if there are any details to clarify.I've completed my order but need to change it. Can I add or cancel items?
Please email home.singapore@fairmont.com for assistance. Request must be made 48 hours or more prior to delivery.
Storage
Can I freeze my delivery?
Storage instructions and expiry details can be found on the product packaging.How long can I keep my fresh produce for?
Storage instructions and expiry details can be found on the product packaging.How long can I keep my frozen produce for?
Storage instructions and expiry details can be found on the product packaging.
Promotions
How can I stay up-to-date with your latest promotions and special deals?
Please subscribe to our mailing list by entering your email address at the bottom right corner of our website.How do I earn Accor Live Limitless points?
For more information about earning Accor Live Limitless (ALL) points on Fairmont At Home, please visit this page.
Website
Do you have a mobile app?
We do not have a mobile app at the moment. For your convenience, our website is created to cater to different devices, including key mobile devices so you can shop without needing to download an app.Do you have a physical store?
Whilst our orders are distributed from Fairmont Singapore, we do not have a retail store at the moment.I am having issues logging in / placing an order.
Please contact us at home.singapore@fairmont.comI requested that my password be sent to me but I can't find it in my inbox.
We recommend for you to check your spam mail. If you are still unable to locate your password reset email, please contact us at home.singapore@fairmont.comI was able to checkout without selecting the delivery slot, what should I do?
Please email home.singapore@fairmont.com for assistance.
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