Frequently Asked Question
Browse the topics below to find what you are looking for or get in touch with us at online@thecocoatrees.com
Hello We’re here to help
When will my order be delivered?
Fulfillment of orders will be carried out 4 days from order placement, from Monday to Friday (except Public Holidays) based on the time slot (9 am - 6 pm), subject to changes.
Can I receive my order if I made a purchase today?
The earliest you can receive will be 4 days from order placement (Monday to Friday, 9am - 6pm, except Public Holidays). We do not deliver on weekends.
Alternatively, you may visit our outlets to make purchase.
Do you deliver on weekends?
We do not deliver on weekends.
Do you deliver to any location within Singapore?
Delivery to Alps Avenue, Changi Cargo Complex/Ferry Terminal, Airport Link, Jurong Island, Lim Chu Kang, MID Bases, Sentosa, Senoko, Sembawang Park, Tanah Merah Ferry Terminal, Tuas View Extension and P.O. boxes will not be accepted.
Can I place order for overseas?
We do not deliver order for overseas, all orders are only delivered within Singapore.
What happens if I indicate the wrong delivery address?
We will redeliver to your order again.
Take note that additonal redelivery fees will apply for third attempt.
All unclaimed orders after six months will be cleared and no replacements/reimbursements/refunds will be made.
Can I request for my parcel to placed outside my residence?
We require you to sign on the Delivery Order.
You may request your parcel to be placed outside your residence but we will not be responsible if it is not received on your end.
Can I change my delivery information?
You will not be allowed to make any amendment once you have placed an order.
Can I ship to an address that is different from my billing address?
Yes, that option is available during your checkout process.
How can my order qualify for free delivery?
You will qualify for free delivery with a minimum spend of $30 nett unless otherwise stated during a promotional campaign.
How much is the delivery charge?
The delivery charge is $8.
Free delivery with minimum spend of $30.
Can I self-collect my purchase at the store?
Self-collection is only available at The Cocoa Trees Warehouse Outlet;
103 Defu Lane 10, #01-01 FNA Group Building, Singapore 539223
Monday to Friday, except Public Holidays between 10am - 5.30pm.
What are the payment mode available?
Payment for online orders can be made via VISA, Master and AMEX. We are doing our best to onboard more payment alternatives.
What do I do if I cannot proceed to pay for my order?
Please take a screenshot of the error message (if any) and email us at online@thecocoatrees.com.
Why did my payment fail?
There're a few possible reasons why your payment was unsuccessful:
1. Make sure that your internet connection is connected during checkout.
2. Your card may have be rejected.
If you still have trouble placing an order after multiple attempts, please email us with a screenshot of the error and our Customer Service will assist you. An acknowledged email will be generated for all successful orders.
Why am I unable to use my promo code?
There are a few possible reasons why your discount could be invalid:
1. The code has expired
Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
2. Did you meet the minimum spending requirement?
There might be a minimum spend requirement and/or on selected product categories.
3. Product exclusions from promo codes
Discounts are not applicable on: i. Sale items (unless specified)
4. Do you need to be logged in?
Some promo codes will require you to be logged in to redeem the discount.
5. Did you apply the promo code to the correct field?
Promo codes should be applied to the 'Promo Code' field at checkout.
6. Is this promo code applicable with other promotions?
Some promo codes might have restrictions to the number of times it can be used.
7. Have you checked the Terms and Conditions of the promo code?
Check promo terms and conditions to ensure you have met the promo criteria:
If you're absolutely sure you've fulfilled the terms and conditions of the discount and still have trouble using it, please email us at online@thecocoatrees.com with a screenshot of the error message.
Are there any ongoing promotions at the moment?
You can find out more about our ongoing promotions at here.
What should I do if I have placed my order but forgot to use my promo code?
Promo codes cannot be applied to an order that was already been made and no reimbursement will be provided.
Can I return my order purchased with a promo code?
Orders made with promo codes are non-returnable unless stated otherwise in the promo code terms and conditions.
If your order is eligible for return, the total amount that you have paid with cash and membership point will be returned to your e-wallet and member's account respectively.
What are the terms of use of Store Credit?
You will receive Store Credit in your account for returning an order within 14 working days from when we receive your return order.
A. Credits in your e-wallet are non-transferable and non-refundable.
B. E-Gift Voucher that have been deposited to e-wallet for Store Credit cannot be reversed or retrieved back as a E-Gift Voucher.
C. Store Credit in your e-wallet can only be used at The Cocoa Trees website (www.thecocoatrees.com).
How do I check my Store Credit?
Kindly check your account's available Store Credit here.
What is Store Credit and how do I use it?
Your Store Credit together with membership point can be used as a payment method for online orders. Store Credit will be issued for eligible returns.
You can also deposit a E-Gift Voucher into your account to get Store Credit.
Use of Store Credit
1. Checkout as per normal
2. On Checkout - Payment Page, select the redeem button
3. All available store credit is applied, if the order is less then your store credit, remaining store credit stays in your account
What happens to unused Store Credit in my account after I place an order?
We will keep any unused Store Credit in your account for future purchase.
Can I return my order if I've applied Store Credit?
Orders paid with Store Credit can be returned. Kindly check out our Returns Policy for more information on exclusions!
You can also check an item's eligibility to be returned in your order history here.
How to purchase a e-Gift Voucher?
What are the E-Gift Vouchers terms of use and expiry?
E-Gift Vouchers purchased online at www.thecocoatrees.com will be sent to your recipient of choice via email.
Terms of Use:
1. E-Gift Vouchers are valid for 6 months, from the date of purchase.
2. E-Gift Vouchers are redeemable on our products at thecocoatrees.com.sg.
3. E-Gift Vouchers cannot be returned or refunded after purchase.
4. E-Gift Vouchers are non-refundable, non-extensible, non-exchangeable for cash.
How do I use my E-Gift Voucher?
Just apply the E-Gift Voucher code at checkout! But make sure the value has been offset from your order's final amount before completing your purchase.
E-Gift Vouchers can only be used on www.thecocoatrees.com.
You may choose to deposit an E-Gift Voucher into your account as Store Credit.
How do I check available E-Gift Vouchers in my account?
If you have been gifted an E-Gift Voucher, the code will be emailed to you. You can check the available amount in the E-Gift Voucher here.
You can also deposit a E-Gift Voucher into your account as Store Credit.
Can I return my order if I used a E-Gift Voucher?
Orders paid with E-Gift Voucher can be returned only as Store Credit. Kindly check out our Returns Policy for more information on exclusions!
You can also check an item's eligibility to be returned in your order history here.
What is the membership Program?
It is a loyalty rewards program that allows you to earn and redeem points to offset your purchase. Signing up is free!
How do I sign up for membership?
You can enrol into our membership programme. You will be assigned a tier - either Chocolatier or Connoisseur - and a list of benefits based on your online purchases made in the previous 12 months under this account.
If you don’t have an account, you can create one for free here! You will have to be above the age of 18 and based in Singapore to create an account.
Participation is subject to our T&Cs here.
What are the different tier levels and benefits?
Membership has 2 different tiers that will be assigned to you based on how much you spend over a 12-month period:
Chocolatier: No spend required
Connoisseur: SGD 800 spend within 12 months
How can I find out more about my tier benefits?
You can refer to My Reward Points page to find out about all the exciting perks and rewards!
When will my tier status be downgraded?
Chocolatier: Your tier status will never expire.
Connoisseur: Your tier status will be downgraded to Chocolatier if you do not hit the accumulated spend of $800 over a 12-month period from the date you have accumulated $800.
What happens if my tier gets downgraded?
You will not lose any of your points.
As soon as you have met the minimum spend required to reach the next tier, you will be upgraded again!
Will my tier be downgraded when I redeem my points?
Redeeming your points will not affect your tier.
To maintain your tier status, you only need to meet an accumulated spend required for the tier.
How do I earn membership points?
You can earn points by signing up for a member's account, completing your profile and by successfully referring a friend to us!
You will also earn 1 Cocoa Reward point for every S$1 spent online.
*Note: Points earned are based on your purchase amount, excluding discounts and shipping fees. The purchase amount paid via E-Gift Vouchers and Store Credit will not earn points as well.
That’s not all - we are always coming up with more exciting ways for you to earn your points - check out our current promotions here.
Will my membership points expire?
Your points will expire at the end of the month after a 12-month period- no matter what loyalty tier you’re currently at.
How do I view my point balance?
You can check your point history and balance on the My Reward Points page after logging into your account!
What can I do with my membership points?
Your membership points can be used to offset your purchase upon checkout.
*T&Cs apply.
Can I use my points during checkout?
Your membership points can be used to offset your purchase upon checkout.
*T&Cs apply.
Will my points be deducted if I return my order?
Your points will be credited back if your order is returned.
However, do note that points will not be earned for the purchase amount paid via Store Credit.
Can I combine points from multiple accounts into a single account?
Points from different accounts cannot be combined and are non transferrable.
I completed an activity but didn’t earn any points! Who can I contact?
Kindly email us at online@thecocoatrees.com with your account email and the details of your activity.
Screenshots will be helpful as well and we will do our best to sort this out for you!
What constitutes a Successful Referral?
A Successful Referral is defined as a purchase made via https://www.thecocoatrees.com by a person (“Referee”) who:
1. Creates an account by clicking on the Referral Program link sent by a Referrer
2. Makes their first purchase
Who can be a Referee?
The Referee has to be a new customer to The Cocoa Trees with no previous purchases for the referral to be successful. Therefore, there is only one Successful Referral for each Referee.
The Referee and the Referrer can’t be the same person. The Referee must have a different email address, along with different billing and shipping information from the Referrer.
The Referrer must know the Referee as a friend, family member or relative.
What's the reward for referring a friend and getting referred?
The Referrer is rewarded with $5 Store Credit/Voucher after a Successful Referral.
When clicking on the referral link sent by the Referrer, the Referee needs to create an account and make a first purchase in order to receive their $5 Store Credit/Voucher.
Is there a limit to the number of referrals I can do?
We do not have a limit to the number of referrals.
How do I change or update my personal details?
You can update your personal details in My Profile section. Do note that your Birthday can only be updated once.
I have other questions regarding my membership account. Who can I contact?
Kindly email to us at online@thecocoatrees.com, we will be happy to answer your queries.
I have a suggestion for your membership loyalty program. Who can I contact?
We are most willing to hear from you! Kindly send us your feedback here.
How do I terminate my membership program?
We are sad to hear you go, kindly email to us at online@thecocoatrees.com and our team will get back to you soonly.
What happens if I terminate and decide to join again?
Kindly note that your membership tier and points linked to your previous account will be lost once you terminate your account.
How will my personal information be used?
We will never sell or misuse your personal information. Your information is used in compliance with our Privacy Policy
Do I need an account to shop?
You need to have an account with us to place an order.
Step 1: Kindly sign up an account here.
Step 2: Verify your account.
I am unable to log into my account, what do I do?
Head over to our login page and key in your email.
-If you are prompted to enter your password: You are already registered and have an existing account with us
-If you are not sure about your log in details, go ahead and try to reset your password
-If you are prompted to create a new account: The email you have entered is not registered for an account with us
-If you think you already have an existing account, try typing in that email OR Sign up and create a new account with us
-If you're still unable to access your account, feel free to contact us at online@thecocoatrees.com.
I have reset my password but did not receive any emails. What can I do?
The password reset email probably got filtered into your junk or spam folder.
Please do a quick check and if it is still nowhere to be found, drop us a message at online@thecocoatrees.com and we will assist you.
How can I terminate my account with The Cocoa Trees?
Kindly note that closing an account means we will lose all records of your purchases. If you have placed an order recently, we strongly suggest keeping your account open until you have received your order.
Once you are absolutely sure about closing your account with us, drop us a request at online@thecocoatrees.com and we will see to that right away.
Are items in my shopping cart reserved?
Kindly note that items in your shopping cart are not reserved.
That is why we recommend completing your purchase as soon as you can to secure your items.
I am having issues loading pages on the website. What should I do?
Try clearing your browser's cache and cookies or switching to a different browser entirely!
If nothing seems to work,kindly drop us a message at online@thecocoatrees.com and we will assist you.
I am not able to checkout. What should I do?
Kindly take a screenshot of the error message (if any) and drop us an email at online@thecocoatrees.com
When will you restock a product?
Kindly let us know what product you are looking and email us at online@thecocoatrees.com.
Where can I get more information about a product?
Kiindly refer to the product page.
If you would like to know more, feel free to email us at online@thecocoatrees.com.
I can no longer find a specific product on your website.
We update our site from time to time to make sure our customers always get the best shopping experience!
If you are looking for a specific product that cannot be found on our website, kindly drop us an email at online@thecocoatrees.com and we will be glad to assist you.
Why am I not receiving email updates and newsletters?
It is possible our newsletters may have landed in your junk or spam folder.
Kindly do a quick check and if they are still nowhere to be found, drop us a message *here*.
I no longer wish to receive updates or newsletters, how should I do?
To unsubscribe the updates or newsletters from The Cocoa Trees, go to the My Account > Newsletter Subscription > untick I would like to subscribe to The Cocoa Trees e-newsletter.
To unsubscribe the updates or newletters from The Cocoa Trees, go to the MY ACCOUNT > NEWSLTTER SUBSCRIPTION > UNTICK I would like to subscibe to The Cocoa Trees e-newsletter.
What is the retail stores' exchange and refund policy?
Store Exchange
1. For store purchases, you are more than welcome to make an exchange within 7 days* at any of our stores (no matter which outlet you purchased from).
2. Only products in its original packaging still intact will be valid for exchanges.
3. For us to facilitate an exchange, you must have a valid receipt.
4. You may exchange to another item:
Exchange to lower value item - No refunds or reimbursements will be made.
Exchange to higher value item - A top-up is required.
5. Exchanges to a Retail Gift Card is not allowed.
Refunds
1. All sales/exchanges are final.
2. We do not provide refunds for store purchases.
Can I return my store purchase for Store Credit?
Store purchases cannot be returned for Store Credits.
You are welcome to exchange your purchase to something else within 7 days from your date of purchase. For more info about our retail store exchange policy, click *here*.
What if my store purchase is defective?
Kindly head over to any of our outlets within 7 days from the date of purchase along with your receipt and our retail staff will assist you with a replacement.
Where are your store(s) located?
Click here to find out more on our store locations and operating hours!
What are your store payment options?
We accept cash (Singapore Dollar), most major credit cards, NETS and Shopee Pay.
We are doing our best to onboard more payment alternatives.
What is the retail stores' exchange and refund policy?
Store Exchange
1. For store purchases, you are more than welcome to make an exchange within 7 days* at any of our stores (no matter which outlet you purchased from).
2. Only products in its original packaging still intact will be valid for exchanges.
3. For us to facilitate an exchange, you must have a valid receipt.
4. You may exchange to another item:
Exchange to lower value item - No refunds or reimbursements will be made.
Exchange to higher value item - A top-up is required.
5. Exchanges to a Retail Gift Card is not allowed.
Refunds
1. All sales/exchanges are final.
2. We do not provide refunds for store purchases.
Are all your online products available at the store?
If the product you are looking for is not available in-store, feel free to approach our friendly retail staff for help.
Can I reserve an item in-store?
We are currently unable to reserve items in-store so we recommend swinging by ASAP to make your purchase!
How do I check the delivery status of my order?
A notification will be sent to you when your parcel is being despatched from our warehouse.
What should I do if my order hasn't been delivered yet?
If your order has not been delivered by the promised delivery lead time, kindly contact us so that we can contact our driver.
Can I change or cancel my order after confirmation?
Amendments or cancellation are not allowed once your order has been confirmed. Please make sure to check your order carefully before checking out your order.
The order will be sent for processing once you have confirmed.
What do I do if I'm not sure if my order was successful?
An email confirmation will be sent to you after you have made the payment for your order.
What should I do if I have received a wrong item?
Please send an email to online@thecocoatrees.com stating your order receipt number and a photo of the wrong items sent to you. Our logistics team will arrange for an exchange as soon as possible.
How do I request for an exchange if I received a defective item?
Please send an email to online@thecocoatrees.com stating your order receipt number and a photo of the defective items sent to you. Our logistics team will arrange for an exchange as soon as possible.
What is your Return & Exchange Policy?
RETURN - We will confirm and process your order once you have made payment at our website. If you wish to cancel the order within 24-hours from the time of order with a valid reason, we will only credit back the balance value into the e-wallet after deducting transactional cost as credit use for future purchase. We do not provide cash refund for any return orders and delivery fees, if any, will not be refunded.
Membership point used to offset purchase will be credited back to member's account.
Refund will take 7 - 14 working days to process.
A $10 cancellation fee will be imposed if refund is requested without valid reason and deducted from the total purchase amount.
EXCHANGE - If order is found to have defective/incorrect or missing item, please exchange within 7 days upon receiving via email with attached photo. Our Customer Service will follow-up and assist you with the exchange.
Can I return/exchange sale items?
Sale items cannot be returned, exchange or refunded.
Can I return/exchange an item purchased using a promo code?
Order made with promo code is not returnable.
What happens if I’ve returned an order that is not eligible for returns?
We will send you an email once we have received your returned order. There will be a redelivery fee of $8 for the parcel to be returned to you.
How do I return my order?
We will confirm and process your order once you have made payment at our website. If you wish to cancel the order within 24-hours from the time of order with a valid reason, we will only credit back the balance value into the e-wallet after deducting transactional cost as credit use for future purchase. We do not provide cash refund for any return orders and delivery fees, if any, will not be refunded.
Membership point used to offset purchase will be credited back to member's account.
Refund will take 7 - 14 working days to process.
A $10 cancellation fee will be imposed if refund is requested without valid reason and deducted from the total purchase amount.
How do I request for an exchange if I received a defective/missing item?
If order is found to have defective/incorrect or missing item, please exchange within 7 days upon receiving via email with attached photo. Our Customer Service will follow-up and assist you with the exchange. If the piece is no longer in-stock, store credit will be issued.
What is the status of my return?
You'll receive Store Credit to your account within 14 working days from when we first receive your order.
