frequently asked questions
1. How will I receive my orders?
We send out all orders by mail with tracking codes.
2. What are your shipping rates like?
Singapore, Malaysia Thailand: Free shipping because that is the best way to do it. We use Singpost in Singapore, Postlaju in Malaysia and Lineman in Thailand.
Other international locations: We ship internationally with DHL and offer reasonable flat rates for each country. If you would like to know how much the shipping costs are to your country, simply add the items to your cart and our shipping calculator will calculate the costs for you.
3. How long will it take before I can expect to receive my order?
We strive to pack and dispatch your parcel within 2-3 working days for deliveries in Singapore and 5 working days for all other deliveries. Some orders may take longer to process during peak season or sale periods. Please allow your parcels 1 working day to reach you after you receive the email notification that your order has been processed for delivery.
4. What payment methods do you accept?
We accept all major credit cards through PayPal. You can also use your PayPal account to pay for your order. We also take payment in through bank transfers and the details for that are below.
Customers in Singapore - you can also transfer the money via Internet Banking or ATM transfer directly to our UOB Current account 380-320-2298.
Customers in Thailand - you can transfer the money to our local thai account here:
Account Number: 019 8 84291 5
Account Name: Powella Co Ltd
Customers in Malaysia - you can transfer the money to our local Public Bank account with account number 3202906034. Account name is Powella Sdn Bhd.
5. What is your return policy?
We want you to be happy with your purchase and will allow returns made within 7 days of receipt.
Our 7 day return policy does not apply to items in clearance section, pre-ordered goods or custom-made goods. We will refund all returns in the form of an In-store Credit which you can use to offset a future purchase with us. In the event of any returns due to a defective item received, Powella will reimburse you for the delivery fees involved in the return.
Please allow up to 7 days for a credit on a return to be processed and issued to you after the item is received at our warehouse.
6. Can I cancel or make changes to my order after placing it?
All orders received through our system is immediately sent to our warehouse for immediate processing. As such, we would not be able to cancel or make changes to your order once the order is completed.
7. I tried contacting you a few times but did not receive a reply. Why is this so?
We usually respond to all enquires submitted to us within 2 working days. If you do not hear from us during this time, it may be that our reply to you has been filtered to your spam box by your email server. Please check your spam box and try contacting us again. You can also send us a whatsapp on +66 818188174.
8. I placed an order online but did not receive an order confirmation. Did my order go through?
If you have received an on-page confirmation that the order was received, this means your order did go through. Please check your spam box to see if your order confirmation was filtered there by your email server.
9. Are your products vegan?
Yes 90% of our products are entirely vegan. We have a few products which are not vegan as we either use beeswax or manuka honey and are currently looking at suitable substitutes. The following products are not vegan :
- 100% Natural All Purpose Balm
- 100% Natural Lip Balm
- 100% Natural Olive Baby Barrier Balm
- Olive Baby Nappy Cream
- Illuminating Face Polish
- Purifying Face Masque
10. Do you condone and/or practice animal testing?
Absolutely not!! We are completely and entirely against any form of animal testing or anything that would harm an animal or living creature. Our products are not tested on animals and we are proud of that.