Frequently Asked Questions
Shopping
Once payment has been successfully made, you will receive an order confirmation email from POLWEL with your order details.
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 scdfgifts@polwel.org.sg.
To ensure your order is processed efficiently and delivered promptly, all confirmed orders are final and cannot be amended or cancelled.
Please take a screenshot of the error page and email it to scdfgifts@polwel.org.sg. Our team will assist you accordingly.
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.
No. Adding an item to your cart does not reserve it. Items are only secured once the checkout process has been successfully completed.
Yes, you may visit our physical outlets to view and purchase the gifts and souvenirs.
Retail Counter
Civil Defence Heritage Gallery
62 Hill Street, Singapore 179367
(Within Central Fire Station)
Opening Hours: 10am to 5pm, Tuesday to Sunday (Closed on Monday)
Head Office
POLWEL Co-operative Society Limited
175A Bencoolen Street
#12-08 Burlington Square
Singapore 189650
Opening Hours: 9am to 6pm, Monday to Friday (Closed on Public Holidays)
We are sorry that your desired itemis currently unavailable. If you wish to be notified on its availability should the item be restocked, please subscribe to receive updates from us. Kindly note that by signing up, you consent to receiving marketing email updates from us.
Yes, bulk and corporate orders are available. Please email scdfgifts@polwel.org.sg with your requirements, and our team will be in touch to assist you.
SCDF Staff, HomeTeamNS Member and Home Team officer 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 pass and make your purchase in-person at our Retail Counter or POLWEL Head Office. Please note that membership discounts are not applicable for online purchases.
Payment
We currently accept payments via Visa, MasterCard, UnionPay, Apple Pay, Google Pay, ShopBack.
For payments via ShopBack, you will be redirected to the ShopBack platform to complete the payment process.
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 scdfgifts@polwel.org.sg.
Shipping and Delivery
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.
For orders below $80, a flat delivery fee of $4 will apply.
Delivery is free for orders $80 and above.
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.
When collecting your order at POLWEL Head Office, please present your order confirmation email and/or quote your order number for verification.
Yes. To authorise someone else to collect your order, please email scdfgifts@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.
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.
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 scdfgifts@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.
To request for urgent or same-day delivery, please email scdfgifts@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.
Yes, we can. To request for international shipping, please email scdfgifts@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.
Yes, there will be an additional charge for bounced parcels. Our team will contact you to arrange for re-delivery of the parcel.
Please contact us at scdfgifts@polwel.org.sg with your order number. Ourteamwill be in touch with you on the order and delivery status.
Return & Exchange
We apologise for sending you a defective item.
Please email us at scdfgifts@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.
Defective cases should be highlighted to us within 7 days of receiving your order.
Currently, we do not accept returns. For defective items, we offer a one-to-one exchange within 7 days of purchase.
Account
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 scdfgifts.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
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.
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.
We are sorry to see you go. To request for account deletion, please email scdfgifts@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.