Frequently Asked Questions (FAQs)

Q: Does Shuang Xi Le have a shop? 

We are 100% online store and do not have a shop. Be assured that all our products will be up to your expectations as we tried our best to capture every angle of the actual products in very detailed photos. Every product will be explained in details for its size, colors, dimensions, usage as much as possible under the item description. Easy Guides is also available for all the Chinese Custom Package to help you in understanding the steps required for each procedures.

We can easily be contacted at email, LiveChat(shuangxile@live.com) and mobile phone for any assistance required, we will always try to response immediately once we received your enquiry otherwise all enquiries should be responded within 2 working days. Please see our contact details at http://www.shuangxile.com/index.asp?p=/static/contact.html

In addition, all our products (except edible items & special order items) are exchangeable and returnable (even if you just do not like it) within 7 days of receiving goods. Please refer to our Return & Exchange Policy at http://www.shuangxile.com/index.asp?p=/static/order_policy.html for more details.

Q: Can I view the product before placing an order? 

Special arrangement is possible for only selected products and the viewing has to be at pickup location (Sembawang MRT) during pickup schedule (every Wednesday 8pm-9pm). Please contact admin@shuangxile.com to make the relevant request.

Alternatively, we do encourage you to place the order first and you can reject the item upon receiving of goods if you find that it is not up to your expectation. 100% no obligation! However, shipping charge will still apply for the home delivery if the purchase is not happen after the delivery has been made.

Q: Why are the prices at Shuang Xi Le cheaper? 

We DO NOT compromise in products quality. All our products are 100% brand new and in good quality. We operate our business in the cheapest way without a shop and spend really carefully in marketing our products. In compensating our customer for the hassle of purchasing a product without a physical shop, we try our best to set all items at the cheapest price as possible.

Q: How can I ensure the product send to me will be in good condition? 

Once again, be assured that all of our products are in brand new quality. We check every single item before we ship out to make sure that it is up to expectations. You may find some of the items are opened before when you receive it but it is mainly for quality check procedure. On top of that, we guarantee 100% customer satisfaction by allowing goods exchange/return within 7 days after it is received.

We kindly advise you to check your items thoroughly upon receiving it and report for any exchange/return to admin@shuangxile.com within 7 days. Please refer to our Return & Exchange Policy at http://www.shuangxile.com/index.asp?p=/static/order_policy.html for more details.

Q: What kind of payment options does Shuang Xi Le offer? 

We offer a variety of payment options as below:

METHOD 1: Credit Card - Online payment via PayPal (Visa or Mastercard)

METHOD 2: Bank-In - Offline bank-in

METHOD 3: Cash on delivery – Pay upon receiving of items

For more details on payment type, please refer to http://www.shuangxile.com/index.asp?p=/static/order_policy.html

Q: What kind of delivery options does Shuang Xi Le offer? 

We offer a variety of delivery options as below:

METHOD 1: Self Collection – no additional charge, at Sembawang MRT every Wednesday 8:30pm-9pm.

METHOD 2: Home Delivery – $10 delivery charge for purchase below S$100, FREE local delivery for purchase over S$100.

METHOD 3: International Delivery – postage according to Singapore Post, postage estimation will be done before order is processed.

For more details on delivery option, please refer to http://www.shuangxile.com/index.asp?p=/static/order_policy.html

Q: Can I customize the special package? 

Item under special package can be changed to another item at same price. Simply indicate the preferred item and the item to be changed under order remarks during checkout. If the item to be changed is at different price, please contact admin@shuangxile.com before placing the order so that we could work out the new package price for you.

Q: I cannot add item when required quantity is greater than 10 into my shopping cart. Why and how to resolve this?

This is a system limitation. Please add the item to shopping cart with any quantity then you will be able to overwrite the quantity in free text under the shopping cart to the desired quantity. Please contact admin@shuangxile.com if you need any further assistance.

Q: I cannot remove and add items into my shopping cart. Why and how to resolve this? 

It should be a memory problem from your browser. Please follow steps on below link to delete the cookies:

http://kb.neowave.com.my/?View=entry&EntryID=58

Q: I have signed up to Shuang Xi Le but cannot login with my password. Why?

One of the possible reasons is that your account is not verified. An email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.

Alternatively, kindly contact us at admin@shuangxile.com for technical assistance.

Q: I have a user account with Shuang Xi Le but forgot my password, what should I do?

It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with us. The password will be sent automatically to the registered email address.

Q: I have a user account with Shuang Xi Le, how do I change my personal info and shipping address?

Go to My Account page, login and you can modify your account details there.

Q: Can I buy from Shuang Xi Le without creating an account?

Yes, you can. Simply checkout as a guest after you have done your shopping with us. All your personal and address information will not be kept in our customer database but only attached to order details.

Q: How do I know Shuang Xi Le latest news and promotions?

Just subscribe to our newsletter, which we published at least every quarterly. Or you can subscribe to our RSS Feed http://www.shuangxile.com/webshaper/store/index.xml to get latest updates about our New Arrivals, Best Seller Products and Special Deal.

Join us on Facebook (http://www.facebook.com/pages/ShuangXiLe-We-Make-Your-Wedding-Customs-So-Easy/221782273613) will also keep you posted with our latest news. On top of that, we will always give special discounts and offers to our fans on Facebook. Please contact admin@shuangxile.com if you are interested in knowing the latest offers for Facebook fans on our page. 

Q: How can I unsubscribe from the newsletter mailing list?

You can unsubscribe by email us at admin@shuangxile.com with the message title of UNSUBSCRIBE and we will remove your email from the mailing list.

Q: I have received a few emails from Shuang Xi Le. What are Orders Received, Orders Processed and Order Shipped?

Order Received: This email informs you that we have received your orders and will process it as soon as possible.

Order Processed: This email confirms we have processed your order. Payment method is verified.

Order Shipped: This email confirms that we have delivered/shipped the order to your shipping address.

Q: Can I return an item after it is delivered to me?

Yes, you can. However, there are terms and conditions for this. Please refer to our Return & Exchange Policy at http://www.shuangxile.com/index.asp?p=/static/order_policy.html for more information on this.

Q: I can't find a particular product/item I want from Shuang Xi Le online store, what can I do?

Kindly drop us a message at our Enquiry page (http://www.shuangxile.com/webshaper/store/contactUs.asp ) or send us email at enquiry@shuangxile.com for further enquiries. We will try our best to assist you or recommend you an alternative. 

Q: More questions?

If you can’t find the answer you want, email us at enquiry@shuangxile.com and we’ll get back to you within 2 working days.