ONLINE SHOPPING FAQ

Q. How do I know if my order has been successful?

A. All successfully placed orders should receive an order notification email with the order number. If you have not received it, please check your junk email or spam folder. Otherwise, please call us at 6341 9945 or drop your enquiry via our contact form and select “Sony Store, Online Support” for more assistance. Our customer service team is available from 10.30am – 9.30pm (Operation time may differ due to Covid-19).

Q. Can I edit or cancel my order?

A. Unfortunately, you will not be able to edit or cancel order through the site once your order is successfully placed. For any enquiries, please call us at 6341 9945 or drop your enquiry via our contact form and select “Sony Store, Online Support” for more assistance. Kindly provide us with your order number during the call and in the form respectively to facilitate the enquiry process. Our customer service team is available from 10.30am – 9.30pm (Operation time may differ due to Covid-19)..

Q. Which payment methods are available on Sony Store, Online?

A. Sony Store, Online currently accepts all major credit cards supported by VISA, MasterCard and AMEX.

Q. How much does delivery cost?

A. Sony offers free deliveries for orders above $100. For orders below $100, a standard delivery charge of $2.99 will be applied during checkout.

Q. What is the expected delivery lead time?

A. Unless otherwise notified, your order will be delivered within 3 days upon order placement for products that do not require installation. Orders received on the weekend may take longer as some logistics partners do not support delivery on Sunday. For products that require installation like selected TV models, please expect a phone call after placing your order for arrangement of the date and time of delivery.

Q. Where do you ship to?

A. Shipping is only available within Singapore. Delivery will only be made to address located on the main Singapore island, with the exclusion of restricted zones. Delivery to Sentosa island will be subject to additional charges. Where Sony is unable to deliver, we will endeavour to notify you as soon as we become aware of the restriction.

Q. How will I be notified or be able to track my order?

A. When your order has been shipped out, you will receive an email with your order number and delivery tracking number. You may also get a call/ email/ text from the courier service provider before the order is delivered to you.

For purchase of products that requires installation like selected TV models, please expect a phone call after placing your order for arrangement of the date and time of delivery.

If you have not received an email confirmation or call on delivery within two days of your order, please call us at 6341 9945 or drop your enquiry via our contact form and select “Sony Store, Online Support” for more assistance. Kindly provide us with your order number during the call and in the form respectively to facilitate the enquiry process. Our customer service team is available from 10.30am – 9.30pm (Operation time may differ due to Covid-19).

Q. What if I am not at home when the package arrives?

A. The standard delivery and next day delivery option does not allow for specific delivery day and/or timing selection. If you’re unavailable to receive your package when it arrives, the delivery team will contact you to arrange for re-delivery. Kindly note that re-delivery charges may apply and will be charged to you. We will not be liable for any loss or damage to the package in transit and/or due to instructions provided by you to the courier service provider.

Q. Can I get my delivery left at my doorstep or hidden somewhere at the door?

A. To ensure that you get the package safely and to avoid any damages to your package while it is left unattended, we do not encourage such practice. Any package left at your doorstep as requested and/or as per your instruction to the courier service provider will be at your own risk, and we will not be responsible for any loss or damage to the package.

Q. What should I do if I have not received my item or the full order?

A. Please call us at 6341 9945 or drop your enquiry via our contact form and select “Sony Store, Online Support” for more assistance. Kindly provide us with your order number during the call and in the form respectively to facilitate the enquiry process. Our customer service team is available from 10.30am – 9.30pm (Operation time may differ due to Covid-19).

Q. Can I exchange/ return my order?

A. Exchange/ return is only available for products that are deemed to be incorrect or damaged in transit. An incorrect product means the item delivered is not what you ordered (i.e. the model or colour is different from what is indicated on the order confirmation or there are missing items or parts inside the packaging). A damaged in transit product means the item delivered is faulty out of the box (ie: damaged before you received it).

For exchange/ return to be done, items must fulfil the below requirements.

• The exchange/ return request must be submitted through our online contact form under “Sony Store, Online Support” within 7 days from the day the product is delivered to you.
• The product must be purchased through Sony Store, Online.
• Proof of purchase through delivery order receipt and order number is required at the point of submitting the exchange/ return request.
• Product must be returned to Sony Store, Wisma Atria.
• Product must be returned in the original packaging, and should include any free gifts, warranties, manuals, and other accessories that came together with your item. Product may only be returned if unopened.

Kindly note that shipping and handling fee are non-refundable unless a replacement item is shipped out due to being damaged in transit, or faulty when opened at which Sony will assume the responsibility. Refunds and exchanges are based on the paid price on the original order.

We regret to inform that any requests for return or refund due to a change of mind will not be accepted. We reserve the right to reject any return or refund requests that we deem invalid, unreasonable or unjustified at our sole discretion.

Q. What is the exchange/ return process?

A. If your exchange/ return request meets all the requirements above and you wish to proceed with the exchange/ return, please submit the request through our online contact form under “Sony Store, Online Support” within 7 days from the day the product is delivered to you.

Our product consultant will verify the return reason and contact you for a follow up on the arrangement of exchange/ return assessment.

We will conduct an evaluation within 7 days starting from the day we receive your returned item(s). If your exchange/ return is assessed to be valid, our product consultant will contact you for a follow up on the arrangement of exchange/ return. Refund will be initiated immediately upon a valid assessment by Sony.

Refundable amount will be credited to the Credit Card account used for the order payment. Processing lead time will be subject to respective banks’ internal processes.

If your return is assessed to not be valid, we will notify you and arrange the items to be collected at Sony Store, Wisma Atria. We reserve the right to reject any return or refund requests that we deem invalid, unreasonable or unjustified at our sole discretion.

Q. Can I use multiple discount codes on the same order?

A. You are only able to key in one discount code per order.

Q. Why do I get a message saying my discount code is invalid?

A. Each discount code has its own terms and conditions. Please make sure your discount code is still valid and meet the terms and conditions.

Q. What happens if my discount code has expired?

A. Once the discount code has expired, it is no longer valid.