FAQs

  • Account

  • Orders

  • Delivery

  • Refunds, Returns & Exchanges

  • Retail Stores

  • Membership

1. How do I create an account?

For Guests:

  1. Visit the Account Page 
    2. Click on ‘Create New Account’ and follow the steps to register.

For POPULAR Members:
  1. Visit the Account Page 
    2. Enter the email address you used for your membership application
    3. Click on ‘Forgot Password’ to set a new password and activate your online account

2. I’m having trouble logging into my account. What should I do?

There could be a few reasons why you're experiencing login issues:

•    Make sure you’re using the correct email and password that you registered with.
•    If you’ve forgotten your password, click on ‘Forgot Password’ to reset it.
•    Still having trouble? Simply reach out via the ‘Contact Us – Online Order’ form on our website, and we’ll assist you as soon as possible.

1. How do I place an order?
  1.    Create and account or sign in.
    2.    To add items to your cart, click on 'Add to Bag' with your desired quantity.
    3.    To review your items, click on the 'Bag' icon located at the upper right corner of the page.
    4.    Add in your preferred samples (available while stocks last) and if you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. Changes will take effect once you have successfully entered the code.

2. How do I know if my order went through?

Once your order is successfully placed, you will receive an order confirmation email. The subject line will read:
"A shipment from order #POPXXXXX is on the way"

3. Where is my order confirmation number?

It can only be found on the order confirmation email. your order number will begin with #POP.

4. Can I make changes to or cancel my order once it's been placed?

Once an order is successfully placed, we’re unable to make changes such as updating the shipping method or modifying item quantities. As POPULAR is not responsible for parcels delivered to incorrect addresses provided by the customer, please be sure to review your cart and shipping details carefully before checking out.

5. What do I do when items in my bag are out of stock?

We suggest clicking 'Wishlist’ located on the specific product page so we can notify you as soon as the item is back in stock.

1. What are your delivery options and how much is shipping?

We currently offer the following delivery options:

Service

Standard

Cost

$3.90 for orders below $90

Free delivery for orders above $90

Delivery Time Frames

3 working days

 

Service

Cost

Delivery Time Frames

Standard

$3.90 for orders below $90

Free delivery for orders above $90

3 working days

•    Orders are processed and shipped from Monday to Friday, excluding public holidays.
•    Deliveries are handled by Ninja Van from Monday to Saturday, between 9:00 AM and 10:00 PM

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

We're sorry your parcel has been delayed! If you wish to track your order, reach out via the ‘Contact Us – Online Order’ and we’ll assist you with the tracking details.

3. Do you process orders during Public Holidays?

While we'd love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.

1. How do I return an online purchase?

If you are having problems with your purchase (e.g. faulty, defective products) we’re happy to accept returns, provided they meet the conditions of our return policy. 


Email our Customer Service at popularonlinechat@popularworld.com and include the following details:

•    Order Number
•    Pictures of item received (include barcode)
•    Reason for return or exchange

2. What are the return methods available?

Choose one of the following return methods:
•    Courier Service (Buyer-arranged): Send the item using a trackable courier service to ensure it reaches us.
•    Pickup Service (POPULAR-arranged): We can arrange a pickup from your address for a fee of $20.00.

3. How long is the return process?

Choose one of the following return methods:
•    Returned items will be inspected within 3 working days to ensure they meet our Return Policy. Returns may be rejected if items are found in unacceptable condition.
•    Once approved, a confirmation email will be sent, and the refund will be processed to your original payment method.

4. What is your return policy?

•    The item must be new, unused, and in its original condition, with the price tag still attached.
•    Both the item and its packaging must be in sellable condition—undamaged and intact.
•    Sale or promotional items are not eligible for returns.
•    Any free gifts received with the order must also be returned.
•    We are unable to accept returns or issue refunds once the packaging has been opened or unsealed.
•    All returns must be made within 7 days of receiving your order.
•    POPULAR Singapore reserves the right to reject any return request that does not meet the above conditions.

5. What items cannot be returned?

Refunds or exchanges are not allowed for the following:
•    Sale or promotional items
•    Clearance items
•    Selected Gadgets & IT products

6. What is your exchange policy? (For retail stores purchase)

All goods sold are non-refundable/ non-exchangeable. Please present your original receipt and defective item within 7 days from date of purchase back to the store where the purchase is made. Item must be in new and original condition with price tag attached. Condition of item will be checked by Staff to determine eligibility of an exchange.

1. Where are your stores located?

Click here to find a POPULAR store near you.

2. Are you located in any schools?

Click here to find a POPULAR store near you.

3. Can I reserve an item at POPULAR store?

Yes, you can only check the availability of the item through the retail staff in store. If item is available at another store, it will be reserved for 3 days only.

4. Do you provide delivery for store purchase?

We understand some purchases may include bulky items. Enjoy free delivery with a minimum spend of $300.
Please note: Delivery is not available to Jurong Island and Changi Airport.

1. How do I become a POPULAR Member?

Simply apply through the POPULAR SG App or visit any POPULAR store. Membership fee applies.

2. Can I still get a physical card?

Yes, you can request a physical card for a fee of $5. Simply visit any POPULAR store to make your request. Your card will be mailed to you within 2 weeks from the date of application.

3. What are the benefits of being a POPULAR Member?

•    10% off in-stores and online (excludes Textbooks and Gadgets & IT products)
•    20% off on birthday month
•    Exclusive deals on app and in-store events
•    POPCLUB Magazine

4. How to claim and use the birthday discount?

Birthday Discount e-Voucher is available via the App during birthday month. Members will be notified through an in-app push notification.
You can use the birthday discount at all stores, excludes online.

5. What is the validity period for the birthday e-Voucher?

It is issued on via the App on the first day of your birthday month, and is valid until the last day of your birthday month (1-month).

6. Where can I find the expiry date of my membership?

You can check your membership expiry date on the POPULAR SG app or refer to your physical membership card, if you have one.

7. How can I renew my membership?

You can renew your membership through the POPULAR SG App or at any POPULAR store.


Renewal Policy:
You may renew your membership as early as 2 months before the expiry date.
Once your membership has expired, you will need to reapply as a new member.

8. I only have a physical card how do I activate my membership online?

Click here for the step-by-step guide

9. I’m having trouble logging into POPULAR SG App What should I do?

There could be a few reasons why you're experiencing login issues:

•    Make sure you login using the correct email and password that you registered with.
•    If you’ve forgotten your password, click on ‘Forgot Password’ to reset it.
•    If you are an existing POPULAR member logging in for the first time, please click 'I want to activate my POPULAR card', and fill in your details.
•    Still having trouble? Simply reach out via the ‘Contact Us - Membership’ form on our website, and we’ll assist you as soon as possible.