Orders

How do I place an order?

  1. Login to your account with your username or email address. To register for an account please click here. Guest login is available if you do not wish to create an account.
  2. Browse all our category or search by product. To add item in your cart, select quantity, size (if any) and click “Add to Basket” for the items you wish to purchase.
  3. To review the items in your cart, click on shopping bag icon and view cart
  4. If you have applicable promo code, enter and click on “Apply Coupon”. Total price will be updated after discount.
  5. Once you are done with your shopping & ready to place order, proceed to checkout.
  6. Account user to review all your items, billing details, total charges & payment mode. Click on ‘Proceed to Payment’ if everything is in order and to your satisfactory. Guest user to enter all necessary details and review all details before proceeding to payment.
  7. You will receive a confirmation email shortly after you have placed your order. If you do not receive a confirmation email within 24 hours, please email us at order@kaellen.com or contact us at 9641 6430.
  8. To check & track your order status, go to My Account > Orders

Can I cancel my order?

Unfortunately, we are unable to cancel your orders once it has been placed. Please review your items before placing order.

Can I make changes to my order after I have checked out?

As we strive to process and ship your order on time, we are unable to amend any orders once it has been placed and confirmed as order will be process immediately when payment is confirmed. This includes changing delivery option, delivery address or payment method. Therefore, do ensure and check that all details is in order before you process your order for payment.

How long do I need to wait for items to be restock?

Out of stock items usually will be restocked within a week, unless our distributor went out of stock. If you would like to be notified once item has been restocked, please email us at order@kaellen.com or contact us at 9641 6430.

Is there any retail outlet / showroom that I can purchase your product?

We do not have any retail outlet / showroom for direct purchases of our products. If you would like to make walk-in purchase at our office, please email us at order@kaellen.com or contact us at 9641 6430 at least 1 working day before with the product name & quantity required.

About Product

What brands do you carry?

We carry renowned brands such as Smith & Nephew, B.Braun, 3M, ConvaTec, Steril etc.

Are these genuine products?

Yes, all items are genuine products registered under HSA (where necessary)

Where can I view the products before purchasing?

You can view the product at our office. Please email us at order@kaellen.com or contact us at 9641 6430 to arrange for an appointment.

How can I purchase products that are not listed in the store?

Due to certain regulation, we may not be able to list all products in our e-store for sales, please email us at order@kaellen.com or contact us at 9641 6430 with the product name & brand if you have any particular products you are looking for that are not listed in our store and we will see how we can bring the product in for you.

What happens if the product is defective?

Please email us at order@kaellen.com with your order number, product details and picture of the defective product received. Please ensure that product is kept in the original packaging & do not discard the product as we will need it to be collected back.

Shipping & Delivery

What should I do if I one or more products / wrong product was not delivered?

Please email us at order@kaellen.com with your order number, product details and picture of the parcel received. We will contact you within 2 – 3 working days

Do you ship Internationally and how much does it costs?

We do offer international shipping. Cost & options of shipping will be presented at the check-out page after entering your address.

Are there restricted zones that you don’t deliver to?

Due to restrictions & limitations, we are sorry that we are not able to make deliveries to restricted area such as military places, Alps Ave, PSA, Jurong & off shore Island.

Are there time slots for delivery?

We do not have specific time slots to be chosen for delivery. A SMS will be sent out by couriers before delivery.

How can I receive my order if I am not at home?

Couriers will call and advise on where to leave the parcel or schedule a re-delivery. 1 free attempt will be available for a reschedule of delivery.

Is self-collection available?

Yes, self-collection is available at our office located at 16 Kallang Place, #06-10, Singapore 339156, Monday to Friday excluding Public Holiday between 9am to 5pm.

Return, Refunds & Exchange

Do you allow exchange / refunds for a change of mind or purchase of wrong product?

To ensure highest level of satisfaction & to protect the hygiene and safety of our merchandise, the purchase of healthcare merchandise is strictly non-returnable and non-refundable.

How do I return an item?

Return for defective & incorrect items, please email us at order@kaellen.com with your order number & product details we will contact you within 2 – 3 working days.

Payment & Billing

What are the modes of payment available?

You can choose to pay with the following payment methods.

  1. Cash – Self-Collection Only
  2. PayPal (Debit Card / Credit Card)
  3. ATM / Bank Transfer

Do I need to have an PayPal account?

You do not need a PayPal account for online purchases. Select “Don’t have PayPal account” at the Order Summary page where you can sign in as a PayPal guest and pay with your debit / credit card.

Payment via bank transfer, how soon does payment need to be made?

Payment should be made within 24hrs of your order. Order will only be processed upon receiving the payment.

If payment is made via ATM / bank transfer what documents need to be provided?

After payment is made, please email us at order@kaellen.com or SMS / WhatsApp to 9641 6430 with the following details

  1. Date & Time of payment
  2. Amount paid
  3. Mode of payment (ATM / Internet Transfer)
  4. Photo of Receipt (ATM transaction)

What types of credit card can I use to pay?

Visa & Master Card

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