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Frequently Asked Questions
Find quick answers to common questions about shopping with estJAN.
We’ve collected answers to the questions we hear most often. If you can’t find what you’re looking for, feel free to Contact Us, we’re here to help.
Account & Support
Do I need an account to shop on estJAN?
No. You may check out as a guest. However, creating an account unlocks membership rewards and referral benefits.
How can I contact estJAN support?
Email us at enquiry@estjan.com
or contact us via live chat during operating hours.
What are your customer service hours?
Mon–Fri, 10am–6pm (excluding public holidays).
Membership & Referral Program
Does estJAN have a membership program?
Yes. Members enjoy referral rewards, exclusive perks, and early access to selected deals.
How does the referral system work?
Each member receives a unique referral code.
When a new customer uses the code during checkout, the referring member earns $2 credit.
How many credits can I earn from my referral code?
There is no limit. You can accumulate unlimited credits as long as your code is used by new unique customers.
How many credits can I use at once?
You can redeem up to 5 credits ($10 total) in a single transaction.
Do my referral credits expire?
No. Referral credits do not expire.
Miscellaneous
Do you offer corporate or wholesale orders?
Yes. We support corporate gifting, daycare supplies, and bulk purchases.
Will more products be added to the site?
Yes. We are continuously expanding our catalogue across Diapers, Feeding, Hygiene, Nursery, and Baby Essentials categories.
Orders & Shopping
Are all products sold on estJAN authentic?
Yes. All products are 100% authentic and sourced from reputable distributors, certified importers, and trusted partners.
I’m not sure which diaper brand or size to choose. Can you help?
Yes! Refer to our Diaper Size Guide or contact our team for personalised recommendations.
Do you offer bundle deals or bulk discounts?
We offer curated bundles and seasonal promotions. Bulk discounts may apply to selected items.
Can I change or cancel my order after payment?
Orders are processed quickly, so changes may not always be possible. Contact us immediately and we will do our best to assist.
Payments
What payment methods do you accept?
We accept major credit/debit cards, PayNow and other secure payment methods displayed at checkout.
Is my payment information secure?
Yes. All payments are processed through secure, encrypted gateways that meet strict safety standards.
Product Authenticity & Safety
Are all products safe for babies?
Yes. We only sell products from trusted brands that meet safety standards. Please follow all usage instructions.
Do you sell parallel import items?
Some products may be parallel imports from certified overseas suppliers to keep prices competitive. All items are authentic and brand-new.
Are expiry dates displayed?
Yes. Expiry information or shelf life is displayed when applicable.
Returns & Exchanges
What is your return policy?
We currently do not offer self-service returns on our website. All return requests are handled manually via our WhatsApp support to ensure quality control and prevent misuse.
How do I request a return or exchange?
Please contact our WhatsApp support team. If approved, return arrangements may be coordinated via Ninja Van.
Can I return diapers if I ordered the wrong size?
If the packaging is unopened and in original condition, exchanges may be allowed on a case-by-case basis, subject to approval and restocking fee.
Is there a restocking fee?
Yes, a restocking fee of $7 will be applied to approved returns. This fee will be deducted from the refund amount.
Shipping & Delivery
How long does delivery take?
Orders within Singapore typically arrive within 2-5 working days. Delivery times may vary during peak seasons.
How much is the delivery fee?
Delivery is free when you meet the minimum order value shown at checkout. Standard delivery fees apply for orders that do not meet the threshold.
Do you provide same-day delivery?
Same-day delivery is coming soon for selected areas.
Can I track my order?
Yes. You will receive a tracking link via email or SMS once your order has been shipped.
Which courier does estJAN use?
We partner with our trusted couriers NinjaVan
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