FAQ

  • Orders

  • How to buy
    • To add items to your cart, simply click on "Add to Cart" for the item you wish to purchase.
    • To remove an item, click on "Remove".
    • To change the quantity of items, change the number in the box under the "Quantity" column.
    • To review the items in your cart, simply click on the ‘Cart’ link, located at the top right of the page.
    When you are ready to checkout:

    If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount. Once you are ready to place the order, click on ‘Checkout’ and your order summary will appear for your review. Remember to fill in all necessary details and once you have reviewed your order, click on ‘Proceed to Purchase’ then enter your preferred payment method.

    You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email.

  • How can I order without an account on LAYCY website?
    You absolutely can order on LAYCY without an account:
    1. Choose the product you want and proceed to checkout
    2. At Email Login step, click "Checkout as a guest"
  • Can I place a corporate/bulk order?
    Yes, we are happy to support you in placing corporate/bulk orders. Kindly contact us at info@laycy.com for more assistance.
  • What and where is my order confirmation number?
    The order confirmation number can be retrieved:
    • In your confirmation email.
    • When you view your “Order Status” under “My Account”.
  • How long does it take to confirm my order?
    Orders are confirmed once the payments have been processed.
  • Why does my Order Status show that ‘payment is pending’ - should I re-create a new order?
    Most payments are processed immediately, but bank and ATM transfers can take up to 24 hours to process. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive your confirmation email within 24 hours, please contact us at info@laycy.com
  • Can I amend my order after it has been confirmed and paid for?
    As we process your order immediately once payment is confirmed, we are unable to amend your order. To check the status of your order, log into "My Account" and click on "Order Status" or email our customer service team at info@laycy.com.
  • May I buy products directly at your warehouse?

    Yes, you can! After you have completed your order online, you can choose “Self Collection” and pick up at our warehouse. Please give us a call at +65 8268 4262 before coming down so that we can get ready your items.

    LAYCY Self Collection
    5022 Ang Mo Kio Industrial Park 2
    #02-19 Singapore 569525

    Monday - Friday, 10:00am - 5.30pm SGT
    Saturday, 10.00am – 12.00pm SGT(Pls call ahead to make arrangement first.) 
    Closed on Sundays and Public Holidays

  • Can I cancel my order?
    Your order can still be cancelled if it has not been shipped. To check the status of your order, log in to “My Account” and click on “Order Status” or email our customer service team at info@laycy.com.
  • What do I do if I receive a faulty item or have concerns about my order?
    Our warehouse and delivery team strive to get you your order in one piece. At times, our delivery team encounters transportation situation that may affect shipment process. Please contact us immediately at info@laycy.com with your order number, details and an image of any faulty items received.
  • Payment

  • Is it safe and secure to shop at LAYCY?
    Your personal information is kept secure and private during the entire checkout process. We do not share or sell your personal details to any third party.
  • Do you keep my credit card details?
    Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.
  • Which payment methods does LAYCY offer?
    • Credit Cards: Simply opt to pay via Credit Card at check-out to save you any hassle. We accept Visa (include Visa Electron) and MasterCard.
    • Paypal: The go-to payment platform for online shopping.
    • Local Bank Transfer: Internet Banking/ ATM transfer - POSB 039-44277-9
  • Payment Verification for IBanking Transfer

    After you have done the transfer on respective i-banking page, you will need to submit the topup request form on LAYCY website. You will enter the transaction reference number which is given by your bank, exact amount, date & time for our finance team to verify.

    Normally payment verification will be done within hours. To fasten the process, you are advised to set your ibanking "my initial" as your LAYCY user id or order number.

  • Why does my Order Status show that ‘payment is pending’?

    Orders are confirmed once the payments have been processed. Most payments are processed immediately, but bank and ATM transfers can take up to 24 hours to process. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive your confirmation email within 24 hours, we advised to not re-create your order as to prevent duplicate order and contact us at info@laycy.com.

  • Why am I not able to make a payment with my Paypal account?
    We encourage you to use a Singapore Paypal account when making a purchase using Paypal on our website.
    While most international Paypal accounts are accepted by Paypal Singapore, you might encounter issues from some restricted country accounts.
  • Delivery

  • How much does it cost for shipping fee?
    Enjoy FREE Registered Shipping for purchases above $25 (Minimum purchase amount)
    • Shipping fee of SGD$4.00 will apply if minimum amount purchase is not met after discounts and points deduction
    • No shipping and delivery on Sundays and Public Holidays
    • Shipping may take longer during sale periods, holidays and bad weather
  • Do you ship internationally?
    We regret that currently we only ship to addresses within Singapore.
  • Do you ship to PO BOX?
    To ensure your orders arrive safely we do not ship to PO Boxes. Please choose a residential or office address to which we can ship your order.
  • Can I collect my order directly from LAYCY?

    Yes you can, if you are located in Singapore. Please select the “Self Collection” option during checkout. Please give us a call at +65 8268 4262 before coming down so that we can get ready your order items for your collection!

    LAYCY Store Collection
    5022 Ang Mo Kio Industrial Park 2
    #02-19 Singapore 569525

    Monday - Friday, 10:00am - 5.30pm SGT
    Saturday, 10.00am – 12pm SGT (Pls call ahead to make arrangement first.) 
    Closed on Sundays and Public Holidays

  • Returns

  • What is the return and exchange policy?

    For defective or incorrect items, we have a 7-day return policy upon receipt of the order, subject to the following terms and conditions:

    1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
    2. Items purchased as part of a set or multi-item pack must be returned as a whole set.
    3. Unfortunately, we do not accept returns if you changed your mind about a product.

    For returns, please email us at info@laycy.com with your order number and information on the affected item. Returned items must meet the requirements above.

    Full refunds are only offered on a case-by-case basis.
    Items that are Out of Stock will be refunded.

  • Accounts

  • Problems logging into account
    If you receive a message that says your email address/password isn't recognised, follow the steps below:
    • Make sure you are using the same email address and password you registered with.
    • If you are unable to recall your password, click on the 'Forgot your password?' link on the Sign in-page. You will be prompted to enter your email address and we will send you a link that will allow you to create a new password for your account.
  • I have forgot my login or password. What to do?
    If you have ordered with us before, search your email history to find the correct account email address. If you can’t remember your password, click ‘Forgot your password?’ and reset your password. If you still have issues, contact us at info@laycy.com and we will help you figure it out.
  • What is Insider member?
    Insider is LAYCY’s loyalty program. As a member of Insider member you will have exclusive access to brand launches, flash sales and other exclusivities. You earn points when you shop with us and they can be redeemed for LAYCY’s gift cards to be used for your next purchase.
  • How do I earn Insider member points?
    The easiest and most rewarding way to earn Insider member points is to shop at LAYCY. For every Singapore Dollar (or equivalent) of net spend, you will earn 1 Insider point. Insider points will be credited to your account once your order has been delivered.
  • Redemption of Insider member points
    For every 100 points, you can redeem a $5 gift cards.
  • Expiry of Insider member points
    As a loyal customer your Insider member points never expire.
  • Celebration on your birthday month!
    You will receive twice the Insider member Points on all purchases during your birthday month. Terms and Condition apply if you use a discount/voucher coupon.
  • Expiry of Silver member or Gold member
    We will retain your status for exactly one year from the date of your graduation. For example, if you qualify for Gold member on 1st June you will retain your status till 31st May of next year.
Close