Frequently Asked Questions (FAQ)
Shopping
How will I know if my order is received by POLWEL?
Once payment has been successfully made, you will receive an order confirmation email from POLWEL with your order details.
How can I view my order information or order history?
If you placed your order while logged in to your account, you can view it under Order History. Click on the order number to view the order details.
If you checked out as a guest, kindly refer to the order confirmation email sent to you. Should you require further assistance, please email retail@polwel.org.sg.
Can I amend or cancel my order?
To ensure your order is processed efficiently and delivered promptly, all confirmed orders are final and cannot be amended or cancelled.
I received an error when placing my order. What should I do?
Please take a screenshot of the error page and email it to retail@polwel.org.sg. Our team will assist you accordingly.
I placed multiple orders consecutively. Can I combine them?
We regret that orders cannot be combined. Each order is processed separately to ensure accurate tracking, and any delivery fees paid for individual orders are non-refundable. Please ensure that your cart is final before proceeding with payment.
Is an item reserved once I add it to my cart?
No. Adding an item to your cart does not reserve it. Items are only secured once the checkout process has been successfully completed.
Can I view or purchase the items in person?
Yes, you may visit our physical outlets to view and purchase the gifts and souvenirs.
POLWEL Head Office
175A Bencoolen Street, Burlington Square #12-08, Singapore 189650
Opening Hours: 9am to 6pm, Monday to Friday (Closed on Public Holidays)
Souvenir Counter*
Police Heritage Centre, 28 Irrawaddy Road, Singapore 329560
Opening Hours: 10am to 5pm, Tuesday to Friday (Closed on Public Holidays)
*Please note that the Souvenir Counter is located within New Phoenix Park (NPPK) and is not accessible to members of the public. Security clearance is required for entry.
What happens if an item is out of stock?
We are sorry that your desired item is currently unavailable. If you wish to be notified on its availability should the item be restocked, please leave your email address under What's New on the homepage. Kindly note that by signing up, you consent to receiving marketing email updates from us.
Can I place bulk or corporate orders?
Yes, bulk and corporate orders are available. Please email retail@polwel.org.sg with your requirements, and our team will be in touch to assist you.
I am a POLWEL Associate / PCWF / HomeTeamNS / Home Team / SPRA Member. How do I apply my membership discount?
Members of POLWEL / Police Central Welfare Fund (PCWF), HomeTeamNS, Home Team and Singapore Police Retirees' Association (SPRA) are entitled to discounts ranging from 10% to 20% on all items.
To enjoy the discount, please present your respective valid membership card or Staff ID and make your purchase in-person at POLWEL's office or the Police Heritage Centre Souvenir Counter @ NPPK (restricted access). Please note that membership discounts are not applicable for online purchases and are not stackable with any other discounts, promotions or offers.
Payment
What payment methods are accepted?
We currently accept payments via Visa, MasterCard, UnionPay, Apple Pay, Google Pay, ShopBack and POLWEL SG Police Gifts E-Gift Card. For payments via ShopBack, you will be redirected to the ShopBack platform to complete the payment process.
My payment was declined. What should I do?
It could be possible that payment information entered is incorrect. Please try again with the correct details. If the problem persists, do contact your issuing bank or try an alternative mode of payment. For further assistance, please email retail@polwel.org.sg.
Shipping and Delivery
What are your delivery options?
You may opt for store pick up or local delivery.
For store pick up, you will be notified by email once your order is ready for collection at POLWEL Head Office. Orders are typically ready for pick up within 3 working days.
For local delivery, orders are typically delivered within 5 working days from the order confirmation date. Please note that delivery timelines may vary due to unforeseen circumstances, especially during high-volume seasons or public holidays.
How are delivery fees calculated?
For orders below $80, a flat delivery fee of $4 will apply.
Delivery is free for orders $80 and above.
Are there any additional fees for store pick up?
No, there are no additional fees for store pick up. However, please note that orders not collected within one (1) month will be deemed uncollected. Any uncollected item(s) will be returned to POLWEL and no refund will be provided.
How do I collect my order if I opt for store pick up?
When collecting your order at POLWEL Head Office, please present your order confirmation email and/or quote your order number for verification.
Can someone else collect the order on my behalf?
Yes. To authorise someone else to collect your order, please email retail@polwel.org.sg in advance. The authorised person will be required to present a copy of the order confirmation email and/or to quote the order number upon collection.
How can I track the delivery status of my order?
Once your order has been dispatched, you will receive an email containing a tracking number. Please use this tracking number on the designated courier’s tracking website to monitor the delivery status.
I have selected local delivery for my order. Can I change it to store pick-up (and vice versa)?
Yes, changes to the delivery method may be requested within the first few hours after order confirmation, provided the order has not been fulfilled. To request a change in delivery method, please email retail@polwel.org.sg.
Please note that delivery fees paid are non-refundable. Similarly, if you originally selected store pick up and wish to switch to local delivery, applicable delivery fees will need to be paid.
Can I expedite my order?
To request for urgent or same-day delivery, please email retail@polwel.org.sg. Our team will be in touch with you to advise accordingly. Do note that additional charges may apply for such requests and payable by you.
Can you ship internationally?
Yes, we can. To request for international shipping, please email retail@polwel.org.sg before placing your order, as the international shipping option is not available on our online store. Do note that you will be liable for any applicable taxes and duties incurred.
Alternatively, you may wish to consider arranging for your own courier service which we would be happy to assist you with.
Will there be an additional charge for re-delivery?
Yes, there will be an additional charge for bounced parcels. Our team will contact you to arrange for re-delivery of the parcel.
I have not received my parcel. Who should I do?
Please contact us at retail@polwel.org.sg with your order number. Our team will be in touch with you on the order and delivery status.
Return & Exchange
I’ve received a defective item. What should I do?
We apologise for sending you a defective item.
Please email us at retail@polwel.org.sg with your order number, name of the affected item, and a photograph of the defect. Our team will be in touch with you to arrange for a replacement of the defective item.
What is the replacement process?
Defective cases should be highlighted to us within 7 days of receiving your order.
How do I return or exchange an item?
Currently, we do not accept returns. For defective items, we offer a one-to-one exchange within 7 days of purchase.
Account
Do I have to create an account to shop at shop.polwel.org.sg?
No, you may check out as guest. However, information from a guest checkout will not be stored and you will not be able to manage your order.
Creating an account with shop.polwel.org.sg allows for a faster checkout experience and lets you view your order history. If you wish to register for an account, please click here.
I forgot my password. How do I reset it?
If you have forgotten your password, head to the Login page and click Forgot your password?. You will be prompted to enter your registered email address and a password reset email will be sent to you.
How can I edit/update my billing and/or shipping addresses?
Once you are logged in, go to Account Details and select View Addresses. From there, you can add, edit or delete your billing and/or shipping addresses and save them for future orders.
How do I delete my account?
We are sorry to see you go. To request for account deletion, please email retail@polwel.org.sg from the registered email address tagged to your account. Please note that this action is irreversible and all associated data, including your order history, will be deleted.