FAQ, ORDERING, LAUNDRY CARE

Q: How often do you update?
A: We try our best to update on a weekly basis.

Q: How do I place an order?
A: To place an order from www.queseraonline.com , you will need to register an account with us here.
Once you’ve decided on the item(s) you will like to purchase, select the colour/size (if applicable) and quantity. Then click on “Add to Bag” and proceed to checkout. Please note that your order in your shopping cart is not secured till you have completed the check out process.

Q: How do I contact you if I have any queries or requests?
A: You can email us at ask@queseraonline.com. However, any emails with requests that do not abide by the Terms and Conditions will be ignored and will not be replied to.

Q: How do I make payment upon receiving an invoice?
A: Currently, we prefer payment made through DBS / OCBC Internet Banking Transfers, as it is a fuss-free procedure on both ends. We also do accept ATM Transfers, whereby payment is made through ATM Machines. Receipts have to be kept and a snapshot of it will be required for us to verify payment. No scanned images are accepted in case of possible fraud.

Q. What happens if I do not have a DBS / OCBC Account?
A: Alternatively, interbank transfers are allowed but not encouraged as that will delay the payment and mailing process as these transactions take 3-5 working days to process. There are multiple cases where payments are bounced and items will not be reserved for an extended period of time if the interbank transfer fails to get through successfully on the first try. For international customers we accept PayPal.

Q: How can I be informed of latest collections?
A: Do subscribe to our newsletter for updates! We also have Facebook and Twitter.

Q: What happens after an item is Pending or Sold Out?
A: We do open up Backorders for popular items. Do join the waitlist if the items you are interested in are sold out so that you will be informed if there are any deadbuyers or if Backorders are opened for the sold out items.

Q: What is a Backorder?
A: Should we run out of in-stocks for a particular item, we may open a Backorder based on its popularity. However, we will required payment to be made prior to the item’s arrival. Backorders take 3-4 weeks to arrive and will be mailed out promptly after.

Q: How do I wash the apparel from Que Sera?
A: We recommend that you handwash all apparel with light detergent without soaking in water. Kindly turn the clothing inside out before wash. For machine wash, set to DELICATE and wash in cold water. Use a garment bag to prevent your clothes from going out of shape. Do not tumble dry. Strong detergents e.g.. Dynamo should be avoided, especially for garments with 2 or more colours. Do not soak or bleach garments. For embellished / laced apparel, kindly take extra caution when washing, dry cleaning is recommended. Que Sera does not take any responsibility of damages done due to mishandling of garments during washing.

Q: How are the apparels measured?
A: The measurements are taken as accurately as possible with the clothing article laid on flat surface. There may be 0.5-1 inch difference in our given measurement – this may be due to stretchiness of material / method of measurement / slight variation during mass production and is strictly not considered as a defect.

Q: What does PTP mean?
A: That would mean the measurement from arm pit to arm pit which also refers to the bust area. For example, 17″ inches PTP would mean a 34″ inches bust (17 inches x 2).

Q: Is the colour featured in the website true?
A: The true color of an item may vary slightly from featured image due to inevitable discrepancies arising from individual computer screen resolutions. Colours of products may also vary under different types of light eg. natural sunlight, white light, halogen light etc. Any discrepancy in colours is not considered as a defect.

Q: What is normal postage?
A: Normal postage also known as snail mail is sent via postboxes located around the island. Normal mail is non-insured and customers bear the risk of lost parcels. shopquesera is not responsible for lost parcels or damaged parcels sent through normal mail. Normal mail is free and will always be!

Q: What is Singapore registered postage?
A: Registered postage costs an additional $2.50 per parcel on top of the stated price. This option comes with a tracking number that can be monitored online. Registered parcels are sent directly to your doorstep, usually within 3-5 working days. In the event that there is no answer when a parcel arrives, a notification slip will be left either in your letterbox or slotted under your door.You may then proceed to the respective post office stated on the card to collect your parcel. Alternatively you may wish to go to http://www.singpost.com.sg to reschedule another delivery. However if you have not claimed your parcel within 10 days after the notification slip has been issued, the parcel will be returned to the sender. You will be required to pay for postage costs for any re-mailing of the parcel under such circumstances.