Frequently Asked Questions

Once signed in, navigate to the "My Account" section.

Look for the "My Address" option and click on it.

You will be able to view your existing shipping addresses, as well as add new addresses.

To edit an existing address, click on the "Edit “button to under the address you wish to modify. Make the necessary changes and save the updated address.

To add a new shipping address, click on the "Add A New Address". Fill in the required information, such as the recipient's name, address, contact details, etc. Once completed, save the new address.

By following these steps, you can easily edit or add a shipping address to your account. Having accurate and up-to-date shipping addresses ensures a smooth and successful delivery of your orders.

If you encounter any difficulties or have any questions, please do not hesitate to contact our customer support team. We are here to assist you and provide the best possible service.

By registering a WeCare account, you unlock a host of benefits and improved services. Here is how you can make the most of your account:

Enhanced Service: Your WeCare account ensures you receive better service and personalized support from us. We are dedicated to meeting your needs and providing a seamless shopping experience.

Membership Discounts: With your Wecare account, you will be able to enjoy greater discount through signing up to our Subscription Services. You can easily customize your monthly quantity diapers to your monthly usage. Our monthly subscription option ensures that you never run out and saves you the worry of having to constantly monitor your supply.

Comprehensive Order Updates: We will keep you informed by updating your account with all the relevant information regarding your purchases. You can easily track the status of your orders, check for any updates, and access details about your refunds or returns.

Convenient Order Tracking: With your WeCare account, tracking your orders becomes effortless. You can easily monitor the progress of your deliveries and stay informed about their estimated arrival.

Hassle-free Refund Management: If you need to request a refund or check the status of a refund, your WeCare account provides a simple and efficient platform for managing these processes.

Rest assured, creating a WeCare account is completely free of charge. We value your trust and want to ensure that your experience with us is as convenient and enjoyable as possible.

Thank you for choosing us, and we appreciate your decision to register a WeCare account. If you have any further questions or require assistance, please feel free to reach out to our customer support team.

Navigate to the "My Account" section.

Look for the "Edit Password" button and click on it.

You will be prompted to enter your current password and then create a new password.

Follow the instructions provided to create a new password that meets the required criteria.

Once you have successfully created a new password, save the changes.

By clicking the "Change Password" button in the "My Account" section, you can easily update and reset your password to ensure the security of your account.

If you encounter any difficulties or have any questions regarding the password editing process, please do not hesitate to contact our customer support team. We are here to assist you and ensure a smooth experience.

If, unfortunately, we are unable to fulfill your chosen diapers due to stock availability, we will promptly inform you via email. In such cases, we offer two options to ensure your satisfaction:

Exchange for a Substitute: We will provide you with the opportunity to choose an alternative diaper product that is available in our inventory. We will present you with suitable substitutes to consider, allowing you to select a preferred option.

Cancel and Refund: If you prefer not to proceed with a substitute, we understand. In this case, we can cancel the out-of-stock item from your current order and initiate a refund for that specific item. The refund will be processed through the original payment method used for the purchase.

We value your preferences and strive to accommodate your needs. Our goal is to provide a seamless and satisfactory shopping experience for you. Should you have any questions or require further assistance regarding out-of-stock items, please feel free to reach out to our customer support team. They will be more than happy to assist you and guide you through the available options.

During the checkout process, you will find a coupon code box located on the right side of the page. To redeem a coupon code, please follow these steps:

Enter the correct coupon code in the designated coupon code box.

Double-check the code to ensure it is entered accurately, without any spaces or errors.

Once you have entered the coupon code, click on the "Apply" button.

By clicking "Apply," the system will process the coupon code, and if it is valid and applicable to your order, the discount or promotion associated with the code will be applied to your total amount due.

If you encounter any issues or have questions regarding the coupon code redemption process, please do not hesitate to contact our customer support team. We are here to assist you and ensure a smooth checkout experience.

Thank you for choosing us, and we hope you enjoy the benefits of your coupon code!

Sincere apologies, we currently we do not deliver to locations outside Singapore. 

If you wish to change the billing address, you can do so during the checkout process.

Simply click on the "Edit" button located on the checkout page and update the billing address to your desired preference.

However, if you would want to change the billing address after placing an order. Please feel free to reach out to our customer support team. We are here to help ensure a smooth and seamless shopping experience for you. 

To ensure accurate delivery, please note that you can only modify your shipping address before the shipment is sent out. We kindly request you to update your shipment address in your profile as soon as possible to avoid any potential issues. Thank you for your cooperation.

If you are making a purchase for your parents and the delivery address is different from your own, please ensure that you specify the correct address for their location. This is important to ensure that the products are delivered to the intended recipient.

If you require any further assistance or encounter any issues while updating your account information, please feel free to reach out to our customer support team. We are here to help and ensure a smooth experience for you.

Thank you for choosing us, and we appreciate your attention to keeping your account details accurate and up to date.

If you are planning to purchase for your parents, please identify if the delivery address is towards to your parents address if you are not staying in the same household.

We do not handle or store any sensitive credit card data. All our payments are processed by Stripe. They use state-of-the-art security to make sure your card details, as well as any payments made by you, are handled safely.

Millions of companies in over 120 countries use Stripe to run and scale their businesses. These companies include Grab, Kickstarter, Amazon, Google, Spotify, and Microsoft. If these tech giants trust Stripe, so do we.

Stripe has also been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.

Additionally, WeCare is SSL certified. SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral.

If you are experiencing difficulties with payment, please consider the following possible reasons:

Incorrect Card Information: Double-check the accuracy of the card details provided, including the expiration date, billing address, and security code (the three-digit code on the back of your Visa/MasterCard).

Card Issuer Declined Payment: Sometimes, your card issuer may decline the payment due to various reasons. We recommend contacting your bank or card issuer to ensure there are no restrictions or issues with your card.

Should you continue to experience difficulties with payment, we recommend reaching out to our customer support team for further assistance. They will be able to provide guidance and help resolve any issues to ensure a smooth payment process.

Thank you for your patience and understanding. We appreciate your choice to shop with us and are committed to providing excellent service throughout your shopping experience.

At WeCare, we offer multiple payment options to provide you with convenience and flexibility. We accept the following payment methods:

Credit/Debit Card: You can securely make payments using your Visa, MasterCard, or American Express credit or debit card. Simply enter your card details during the checkout process to complete your purchase.

Google Pay/ Apple Pay: You can securely make payments using your Visa, MasterCard, or American Express credit or debit card. Simply enter your card details during the checkout process to complete your purchase

NETS: We also accept NETS payments, allowing you to conveniently pay using your NETS card. Select the NETS payment option at checkout and follow the instructions provided.

Please note that we prioritize the security of your payment information, and our payment processing system adheres to the highest standards to ensure a safe and secure transaction.

If you have any questions or encounter any difficulties during the payment process, our customer support team is available to assist you. We strive to provide a seamless payment experience for our valued customers.

Thank you for choosing WeCare, and we appreciate your trust in our services.

We sincerely apologize if you have received the wrong or defective item. We understand the frustration and inconvenience this may have caused. However, we want to assure you that we are committed to providing a proper solution to rectify the situation.

Your satisfaction is our top priority, and we are here to help. Please do not hesitate to contact us for assistance. Our customer support team will work diligently to resolve the issue and provide you with the necessary support and guidance.

We appreciate your understanding and patience. Rest assured, we will take all necessary steps to ensure that the correct item is delivered to you as soon as possible. We apologize once again for any inconvenience caused and thank you for bringing this matter to our attention.

Please reach out to us, and we will be more than happy to assist you.

To ensure a smooth delivery process, we kindly request that you provide the correct address when placing an order with us. We cannot accept responsibility for any issues arising from an incorrect address being used for an order.

If you find that your ordered items have not arrived, please do not hesitate to contact us. We will promptly get in touch with our courier team to track down the package and resolve the issue. 

To assist us in assisting you better, please provide a picture of the whole outer package, including the shipping label, as well as details of the missing item.

For added security, we recommend having your items delivered when you are present. If possible, provide a secure daytime delivery address where you can personally receive the package.

We greatly appreciate your cooperation in ensuring accurate address information and prompt communication regarding any delivery concerns. Your satisfaction is our priority, and we are here to provide the best possible support.

Thank you for choosing us as your trusted supplier.

To ensure a smooth and successful delivery experience, we would like to inform you that our driver will make two delivery attempts before the package is returned to our warehouse.

To help facilitate a faster and more efficient delivery, we kindly ensure that you provide your mobile number in the delivery address information.

Having your mobile number will allow our delivery team to contact you directly if needed, ensuring better communication and coordination.

If the delivery attempts are unsuccessful, we encourage you to reach out to us promptly. Our customer support team will be available to assist you and guide you through the next steps to ensure the successful delivery of your package.

Thank you for your cooperation and understanding. We strive to provide the best delivery experience possible, and your assistance in providing accurate contact information is greatly appreciated.

We sincerely apologize for the delay in delivery. We understand the frustration it may cause and appreciate your patience. We kindly request you to continue waiting for a few more days as there might be unforeseen circumstances affecting the shipping process.

If you would like more information about the status of your delivery, please do not hesitate to contact our customer support team. They will be able to provide you with additional tracking details and keep you informed about the progress of your order.

Once again, we apologize for any inconvenience caused and appreciate your understanding and cooperation. We value your satisfaction and are committed to resolving any issues promptly.

We provide the payment proof of your order to you. To download your invoices for past orders, simply log in to your account, then click on "Order History". 

You will be able to view all your previous orders. Choose the order you are looking up. 

It will be a text that says “Click to open a window with a printable invoice.” 

Account > Order History > Choose Order > Invoice

We are here to assist you in modifying your order before it is shipped. Our team can help with cancellations, exchanging items, updating the shipping address, and processing refunds. However, please note that adding items to an existing order may not be possible. For further assistance with any modifications, please contact our customer support team.

It's important to keep in mind that once your package has been shipped, we are unable to make any changes to the order. Therefore, we encourage you to review your order details carefully before it is dispatched.

If you have any questions or require additional support, please do not hesitate to reach out to us. We are committed to providing excellent customer service and ensuring your satisfaction with your order.

To check the status of your order, you can conveniently access the "My Orders" section on our website. There, you will find up-to-date information regarding your order's progress, including tracking details if applicable.

If you require further assistance or have specific inquiries about your order, please do not hesitate to contact our dedicated customer support team. We are here to provide you with any additional help or information you may need, ensuring a smooth and satisfactory shopping experience.

Thank you for choosing us, and we look forward to assisting you further.

Orders pending payment will be cancelled after a certain period. If payment has not been received, if you have made payment and would like to cancel your order, please reach out to our team. 

If your order has not been packed or shipped, we will be able to cancel your order on your behalf and arrange for a full refund. 

However, once an order has been shipped, it cannot be cancelled or refunded. Please keep this in mind when making your purchase.

Normally, you can expect to receive a shipping notification email once your order has been shipped. However, if you have not received it, there could be a few possible reasons for this:

Email Delivery Delay: Sometimes, there may be a delay in email delivery. Please check your spam or junk folder in case the email was mistakenly filtered there.

Incorrect Email Address: Double-check the email address associated with your order to ensure it is accurate. If there was a typo or error, the shipping notification may have been sent to the wrong email.

Technical Glitch: In rare cases, technical issues or system glitches may prevent the shipping notification email from being sent. If this is the case, please reach out to our customer support team for assistance.

We apologize for any inconvenience caused by not receiving the shipping notification. If you have any concerns or questions regarding your order, please do not hesitate to contact us. We are here to help ensure a smooth and satisfactory shopping experience for you.

Our standard practice is to dispatch all new orders within 1-2 working days, depending on availability. Rest assured that we strive to process and ship your order as quickly as possible to get your items to you promptly.

For customers who have subscribed to our monthly delivery service, subsequent deliveries will follow the delivery frequency you have indicated. After your initial delivery, you can expect your diapers to arrive at your doorstep on the selected date, one month later, for all subsequent deliveries.

We understand the importance of reliable and timely deliveries, and we are committed to ensuring that your orders are processed efficiently and delivered according to your preferred schedule. If you have any further questions or require assistance, please feel free to reach out to our customer support team.

Our top priority is to ensure 100% customer satisfaction. We understand that sometimes circumstances may require a return of a product. To provide a seamless return experience, please take note of our return policy details:

Accepted Return Scenarios: We accept returns in the following scenarios:

a. Wrong size or product received: If you received a product that is different from what you ordered.

b. Damaged product received: If the product you received is damaged or defective.

Required Proofs and Supporting Documents: To initiate a successful return, we will require relevant proofs with supporting documents such as photo images or your invoice. This helps us better understand the issue and resolve it promptly.

Original Packaging and Receipt: When returning a product, please ensure that it is in its original packaging and includes all the parts and freebies that came with it. Additionally, include your original receipt for a refund.

Proper Packaging: Please take care to pack the product properly to prevent any damage during the return process. We recommend using the original packaging if available or similar protective materials.

We value your satisfaction and aim to make the return process as smooth as possible. Should you have any further questions or require assistance with your return, please do not hesitate to reach out to our customer support team. We are here to help and ensure that you have a positive experience with us.

Returns and exchanges are typically processed within 5 business days after we receive your package. We will keep you updated on the status of exchange/ refunds via email.

Returns and exchanges are typically processed within 5 business days after we receive your package.

For refunds, the amount will be credited back to your original payment account. Please note that it may take some time for the refund to reflect in your account, depending on your financial institution's processing times.

For exchanges, you can track the status of your exchange request by visiting the "My Orders" section on our website. There, you will find updates and information regarding the progress of your exchange.

When an exchange is being processed, our system will auto-create a new order to reflect the new item that is going out of the warehouse, so you will receive a new order number compliment with the correct item.

We appreciate your patience during the returns and exchange process. If you have any further questions or require assistance, please do not hesitate to contact our customer support team. We are here to ensure a smooth and satisfactory resolution for you.

We understand if you wish to unsubscribe, although we would love for you to stay. If you still want to proceed with unsubscribing, please follow these steps:

Log in to your account on our website.

Go to the "Subscriptions" section.

Click on the drop-down arrow next to your subscription plan.

From the options provided, select either "Pause Subscription" or "Unsubscribe".

If you choose "Pause Subscription", you can temporarily put your subscription on hold for a specific duration that you choose.

If you choose "Unsubscribe", it will cancel your subscription entirely.

We love to receive feedback from our beloved customer to improve our service better.

Please note that if you choose to unsubscribe, it is recommended to do so at least 48 hours before your next scheduled delivery.

If you have any further questions or encounter any issues during the unsubscribe process, our customer support team is available to assist you. We appreciate your time with us, and we are here to ensure your satisfaction.

Thank you for considering us, and we hope to serve you again in the future.

If you are unable to receive your diapers on the scheduled delivery date, we understand and are here to help. You have the option to postpone your next delivery to a more suitable date for your convenience.

To request a change in your delivery date, please do not hesitate to reach out to us via email. Simply let us know your preferred next available date, and we will do our best to accommodate your request and assist you accordingly.

We value your satisfaction and want to ensure that you receive your diapers at a time that works best for you. Our customer support team is ready to assist you and make the necessary arrangements.