Terms and Conditions
Return & Exchange Policy
Q: Can I return an item or exchange it for something else?
A: If upon receiving your order, you find that it is not the correct product, or is damaged or defective, you may return or exchange it within the next seven days of it being delivered. Xuan Culture will make the necessary replacements. For online orders, shipping costs associated with the return or re-delivery of the product will be covered by Xuan Culture.
However, the following commodities are not subject to this restriction:
●Goods that are susceptible to deterioration or damage in nature as well as goods that are not suitable and impossible for return.
●Customised products which are being ordered according to the specific needs of customers such as product size, delivery time, and production time.
●Seasonal products, discounted products and regularly issued products are not allowed to be returned or exchanged.
●If the goods are purchased past the return & exchange time frame as stated on the receipt.
Product must be returned in its original purchase condition with the same recept, including all the attachments such as free gift, packaging, accompanying documents or information.
Xuan Culture will not be able to accept returns or accommodate refund requests if the product is not in its original purchase condition.
Should you wish to return or exchange a product for a different style or colour, please return it within 7 days of it being delivered to you. However, the shipping and/or delivery cost will not be covered by Xuan Culture.
Please contact our customer service for return and exchange requests at +65 6734 0606 or email us at v.
Our customer service is available from Monday to Friday, 10am to 6pm (SGT). Alternatively, you may contact us via email
Q: How will I be refunded?
A: For payments made online via credit card, the amount will be refunded directly to the same bank account that issued the credit card. Gentle reminder, for the timing of the refund to be deposited into your account, your card statement closing date shall prevail.
Discount Codes & Vouchers
Q:Are cash or gift vouchers available？
A:Gift Vouchers are available in denominations of $10,$20,$50, $100. Simply approach our staff at Xuan Culture at Raffles Hotel.
Can gift vouchers be used for online purchases
Gift Vouchers can only be redeemed at Xuan Culture at Raffles Hotel.
Should the website sales system breakdown or cannot be used normally due to other uncontrollable reasons, Xuan Palace Museum will not be responsible for the failure of online transactions or the loss of relevant information and records. However, we will do our utmost to help the customer cope with the situation and try our best to minimize the possible financial loss to our customer.
We may handle the relevant shipping formalities according to the buyer's request, but our obligation is limited to timely delivery and assist in the failure of postal services but we will not offer reimbursement to customers that is induced by postal services. The buyer shall claim compensation according to the postal services laws and regulation.
This is a gentle reminder to buyers to verify your information such as the address and consignee phone in order to prevent any delay in delivery. Every purchase made in this shop shall be considered to be compliant with this declaration disclaimer.
We hope that through unwavering efforts to offer the best service to clients, we accept customer oversight during the whole service cycle.
In the case of any conflict between the customer and Xuan Palace Museum, it will be resolved in compliance with the parties’ agreement or applicable law at that time.
For customer service inquiries, please email:
Can all products be purchased online?
Currently all the products can be ordered, but we can only confirm your order once the products are in stock in the warehouse. Some hot-selling products can be reserved by making an appointment through our network. Once the goods arrive in the warehouse, we will immediately notify you by telephone or email that the product(s) is available for order.
Why are the products in Singapore priced higher as compared to China?
The price might be slightly different as it includes the cost of logistic and foreign exportation fees.
What are the delivery charges?
Domestic Delivery services are chargeable between $9-$13, depending on the selected location. distance of locations. Only orders above $100 are applicable for free delivery.
Do I need to insure for the transportation of valuables?
Yes. Fragile Valuables will need to be insured.
Safeguarding your privacy and the security of your personal information is of importance to us. Please take the time to read through the following policy to ensure that you fully understand our collection process and application purposes of your personal information.
As we continuously improve and expand our services, you should check this page periodically to review the most current version of our policy. If you have any questions regarding this policy, please feel free to contact us via our electronic feedback form on the “Contact Us” page.
Collection of Identifiable Information
We collect information when you subscribe to our mailing list, fill out and/or submit our electronic feedback form, create an online account with us, use any of our services, make any purchase of any product or submit your data to us for any other reasons.
We collect additional information on how you use our website and services. If you contact us by email through the electronic feedback form on the “Contact Us” page, we will collect your sender information and other information you voluntarily disclose to us.
Collection of Personal Information
Upon setting up an account at www.xuanculture.com to use our online ordering service, you are required to provide us with your full legal name and email address. You must also set and choose your own password.
For orders made through telephone or other non-online means, you may be required to provide your full legal name, full street address including zip code, and telephone number. These information will be collected every time you place an order with us.
Storing Your Information
The information that we collect electronically and provided by you are stored in our computer databases. We own, maintain and operate our computer servers containing our databases.
Our computer servers are controlled by firewalls and security gatekeepers targeted to prevent unauthorized access, to protect the use and disclosure of your personal data.
Use and Disclosure of Your Personal Data
Your personal data stored in our member database is used in various ways.
The process for your future purchases will be faster and easier as your information from our database will be applied just by you entering your account login information. This will help enable you to have a fast and smooth-sailing experience.
We will send you special advertisements, offers and notices regarding our products and outlets, including via mail and/or digital marketing platforms.
As long as you are logged into your account, we will keep track of your order preferences and analyze that information in order to send you curated advertisements, offers and notices regarding products that seem to fit your preferences, via mail and/or digital marketing platforms.
Your personal data stored in our customer database through telephone and other non-online orders is also used in various ways.
Each time you place an order, we will call up your information from our database to make processing your order faster and easier.
We will keep track of your order preferences and analyze that information in order to send you special advertisements, offers and notices regarding new products that seem to fit with your preferences.
We might use the information to contact you concerning your level of satisfaction with our products and services, to verify incomplete orders, rectify problems or delays with your order.
We also aggregate information about how our online ordering service is used (without specific identification to any particular user) to be able to improve our service and make it more responsive to our customers' preferences. We also make such aggregate information (without identification to any specific individual) available to our outlets in order to obtain information about products, services, offers and notices which we believe will be useful and informative to our website users.
We will disclose your personal information without notice, only if required by law or in the good faith belief that such action is necessary to (a) conform to the edicts of the law or comply with legal process served on Camellia Culture Singapore Pte. Ltd; (b) protect and defend the rights or property of Camellia Culture Confections Singapore Pte. Ltd; and (c) act under exigent circumstances to protect the personal safety of users of our website, or the public.
Control of Your Personal Data
You can also choose to limit our direct communications to you. If you have an account with us and prefer to not receive emails regarding promotional offers in the future, please drop us an email. The process will take effect within 5 business days.
Camellia Culture may send non-promotional emails to all registered users of our online ordering service for the purpose of gathering and dispersing data to provide better services to our customers from time to time. Non-promotional email may include, but will not be limited to, surveys, maintenance notices, system updates and confirmation or other notices in connection with completion of a transaction initiated by a registered user. *Registered users will not be obligated to reply or answer questions in said non-promotional email, except for providing additional information necessary to complete a transaction initiated by them.
Accessing Your Personal Data
Upon your request, we will provide you with access to your unique account-related information and information we maintain about you. When sending in your request, please provide us with your current specific contact information so that we can accurately check our records and database.
Securing Your Personal Data
Your information is password-protected and we will not release your password to anyone. In order to maintain this protection, we advise you to not provide your password to anyone else. We recommend that you sign out and exit your browser window when your session is completed if you are sharing your computer with other people. Signing out will protect your information if you share a computer with someone else or are using a computer in a public place.
For Further Queries
We want you to enjoy the use of our services. If you have any questions or believe that a violation of this policy may have occurred, please let us know. Our complete contact information is provided on the “Contact Page” on our website at www.xuanculture.com