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FAQs

SPA

You may make an appointment through one of these platforms:

All our services are based on appointments only. Prior booking is required and subject to availability. Hence, we recommend all our clients to book their appointment(s) in advance to secure their preferred therapist and time slot.

Once your appointment is confirmed, you will receive a confirmation via email. You can confirm your appointment by replying to the email or confirm the appointment via the Porcelain Mobile Application.

There is no minimum age, however for clients who are 16 years and below, we will require an endorsement of a parental consent form before proceeding with the treatment. 

We accept Visa, Mastercard, China Union Pay, American Express, Nets, Apple Pay, Google Pay, Android Pay, GrabPay, PayWave and Cash payment in local currency only. 

Your prompt arrival will help us ensure all clients receive full and quality service in a timely manner. We recommend that you check in at least 10-15 minutes prior to your scheduled appointment. 

In an event of a late arrival, Porcelain reserve the right to reduce the duration of the treatment accordingly or end the session on the scheduled time. Do note that full payment of the entire treatment will still be chargeable to the client. 

For late arrivals of more than 30 minutes, Porcelain will be regarded as No-Show and appointment will be cancelled automatically. 

We understand that there may be changes to your schedule. Should you decide to cancel or reschedule your appointment, please inform our Customer Relations Team at least 12-hours prior to your appointment. 
 
A reminder email will be sent to you 48 hours prior to your appointment. Our Client Relations Team will also reach out to you via Phone (Call or WhatsApp) 24 hours prior to your confirmation. Should there be a need, it is advisable to reschedule/cancel your appointment during the Confirmation Call or WhatsApp. 
 
Any cancellation or rescheduling after your confirmation will be regarded as Last Minute Cancellation. For Last-Minute Cancellation or no-show, there will be a charge of the full session of your appointment. 

If you have a preferred therapist, you may request during your appointment booking.  All requests are subjected to the availability of the therapist’s schedule at the point of request. 
 
In an event when your appointed therapist is on urgent or medical leave, we will arrange for the next available therapist within the same outlet for you. 

For first-time clients, please arrive at least 15 minutes prior to your appointment. You will be required to complete a medical indemnity form. 

For subsequent visits, please try to arrive at least 5 minutes prior to your appointment. Your prompt arrival will help us ensure all clients receive full and quality service in a timely manner. 

PRODUCTS

Our products are appropriate for all skin types, including normal, sensitive, dry, oily, acneic skin: they’re hypoallergenic, paraben-, alcohol- and mineral-oil free – and never tested on animals. Perfect for the tropical Asian climates, our products are designed to cleanse and hydrate skin no matter where you originally are from.

Yes, we do have product testers available at all our spas. Likewise, if you would like to bring back some home samples, feel free to reach out to any of our Spa Team and request for it.

ORDERS

After you place your order, you will receive a confirmation email from PORCELAINSKIN.COM within 15 minutes informing you that your order has been received.

If you do not receive a confirmation email after 15 minutes (please ensure the email was not sent to your junk folder), it means we have not received your order and no payment has been received by PORCELAINSKIN.COM. You will then need to place a new order.

Likewise, you may contact us at knockknock@porcelainskin.com or on live chat for further assistance.

We regret to inform you that once an order has been paid and confirmed, you are unable to amend your order.

  • We accept both PayPal and Credit Card payment.
  • We also accept Funds Transfer via Online/ATM and PayNow

*Please note that Funds Transfer is only available for banks and interbank transfers within Singapore.

PORCELAINSKIN.COM does not store any customer’s card information. All card information is directly transacted in a secure manner to PayPal or Stripe, our payment gateway providers.

Please try again and ensure that all details such as your card number, expiry date, etc. are correctly filled in. If the problem persists, you may wish to contact your issuing bank or try an alternative payment mode.

SINGAPORE – The local Goods & Services Tax (GST) of 7% is automatically applied to your order in accordance with Singapore tax regulations. You are not required to pay for any additional costs.

INTERNATIONAL – Please note that deliveries outside of Singapore may be subject to customs inspection and the assessment of tax and duties in accordance with local legislations. You or the shipping recipient may be required to pay additional charges by local authorities. We are unable to offer any assistance or advice should this occur. Please check with your local authorities on your tax responsibilities and rights before placing an order.

In the event that taxes and/or duties are incurred and you refuse to accept delivery of the shipment, you will have to bear the charges for all return charges, including any return taxes and/or duties incurred.

DELIVERY

We ship worldwide to almost every destination. Some items cannot be shipped overseas due to regulations that prohibit the transport of goods that can be considered dangerous. If you face any difficulties placing an international order, please contact us at knockknock@porcelainskin.com for assistance.

All orders purchased from PORCELAINSKIN.COM are shipped from Singapore.

We currently offer 2 delivery options in Singapore, with order tracking services.

  1. Standard Delivery (1-3 working days)
  2. Next Day Delivery (1 working day)
    *Only available upon request. Top-up of delivery charges is applicable

Deliveries are made between Monday to Friday from 10am – 7pm (GMT+8).

Please email us at knockknock@porcelainskin.com with your order number and estimated delivery date for assistance.

If you are not present during the first delivery attempt, we will attempt to re-deliver your order on the next available date. If both delivery attempts have failed, there will be a re-delivery fee that you will have to pay.

Unfortunately, as PORCELAINSKIN.COM runs on a different stockist from our spa outlets, pick-ups are currently not available.

You can expect your order to arrive within 1-3 working days after order has been made.

RETURNS & EXCHANGES

We hope you enjoy what you have ordered. Due to the nature of the products and the fact that it is difficult to be certain, even on inspection, if an item has been opened or the packaging compromised in any way, we do not accept returns or exchanges.

However, if you have received a defective or incorrect item, please contact us within 10 days of purchase at knockknock@porcelainskin.com with your order number and information on the ordered item(s) for a refund or exchange.

Please do not discard defective items as we will need to collect it back. We regret that we are unable to refund your original shipping charges unless the return was a result of our error.

We advise you to look through the ingredients list carefully before making a purchase. We strongly advise you to perform a skin patch test before using the product. Should you develop any adverse reaction (such as rash or irritation); do not continue to use the product. Seek medical treatment if your symptoms do not resolve satisfactorily.

Your payment will be refunded to your original mode of payment within 14 working days after we have received your items. Please note that the processing time may vary for different issuing banks and it may take slightly longer than 14 working days. You will receive a notification email when your refund has been processed.

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