Question 1

Customer Service Email

Accepted Answer

contactus@welcia.com.sg

Question 2

For Marketing, Partnership & Corporate Enquiries

Accepted Answer

fb@welcia.com.sg

Question 3

Head Office

Accepted Answer

Welcia Singapore Pte Ltd Address: 29 Tai Seng Ave #03-02, Singapore 534119 Business Hours: Monday to Friday (9am - 6pm)                            (Excluding Weekend and Public Holidays)

Question 4

How do I find current promotions?

Accepted Answer

You can view all our latest promotions by visiting any Welcia store in Singapore, checking our website, or following us on social media for exclusive updates and special offers.

Question 5

Are promotions available at all Welcia store locations?

Accepted Answer

Most of our promotions are available at all locations. However, some offers may be location-specific or for a limited time only. Please refer to individual promotion details to confirm availability.

Question 6

Can I combine multiple promotions or discounts?

Accepted Answer

Unless otherwise specified, promotions cannot be combined. For example, you cannot combine a store discount with a membership discount. Details of each promotion's eligibility and combinability will be provided in the promotional terms.

Question 7

Are there any items excluded from promotions?

Accepted Answer

Certain items, such as clearance products, gift cards, and other non-discountable items, may be excluded from promotions. Exclusions will be listed in the promotion's terms and conditions.

Question 8

Can I use my membership benefits along with a promotion?

Accepted Answer

Yes, in most cases, membership benefits such as points or cashback are applicable on promotional items unless specified otherwise in the promotion details. However, some offers may exclude additional benefits.

Question 9

How do I redeem a Gift with Purchase (GWP) promotion?

Accepted Answer

To redeem a GWP offer, simply meet the minimum purchase requirement stated in the promotion and present your receipt at checkout. Free gifts are limited to one per customer while stocks last.

Question 10

What should I do if I didn't receive my promotional discount or gift?

Accepted Answer

If you believe you are eligible for a promotion but didn't receive the discount or gift, please contact our in-store staff or reach out to customer service with your purchase details. Our team will assist in resolving the issue.

Question 11

Can I return or exchange items purchased on promotion?

Accepted Answer

Yes, promotional items are generally eligible for return or exchange according to our Return & Exchange Policy. However, items purchased during a "Final sale" or clearance promotion may not qualify for returns. Any promotional items or gifts with purchase must be returned along with the main product.

Question 12

Are Welcia promotions available on third-party platforms (e.g., Shopee, Lazada)?

Accepted Answer

Currently, our promotions apply only to in-store purchases at Welcia locations. For updates on any future online or third-party platform promotions, please follow our official channels.

Question 13

Can I get a raincheck for out-of-stock promotional items?

Accepted Answer

Unfortunately, rainchecks are not available for promotional items. All offers are valid only while supplies last. We recommend visiting early to maximize the chance of getting promotional products.

Question 14

Can I exchange a free gift or Gift with Purchase for cash or another item?

Accepted Answer

No, free gifts and GWPs are not exchangeable for cash or other items. They are non-returnable and are only available as part of the specific promotional offer.

Question 15

How can I stay updated on upcoming Welcia promotions?

Accepted Answer

Follow us on social media, sign up for our newsletter, and visit our website for regular updates on promotions, new arrivals, and exclusive events.

Question 16

Do promotions apply to members only, or can anyone participate?

Accepted Answer

Most promotions are open to all customers. However, we occasionally offer exclusive promotions for Welcia Club members. Details about eligibility requirements will be mentioned in each promotion's terms.

Question 17

What happens if a promotion ends, but I didn't know about it?

Accepted Answer

Our promotions are time-limited and clearly advertised in-store and online. Once a promotion ends, we cannot honour the previous promotional pricing. We recommend following our social media channels to stay updated on current promotions.

Question 18

Do I need to show a physical voucher or code to redeem certain promotions?

Accepted Answer

Some promotions may require presenting a physical or digital voucher at checkout, especially for discounts or special deals. If a promotion requires a code or voucher, it will be clearly stated in the offer details.

Question 19

What happens if I lose a promotional voucher? Can it be replaced?

Accepted Answer

Lost promotional vouchers or coupons cannot be replaced. We encourage customers to store their vouchers securely until they are ready to redeem them.

Question 20

Are promotions subject to change or cancellation?

Accepted Answer

Yes, Welcia reserves the right to modify or cancel promotions at any time without prior notice. In such cases, updated terms will be posted in-store and on our website.

Question 21

How can I give feedback about a promotion?

Accepted Answer

We value customer feedback on our promotions. Feel free to reach out through our customer service hotline or leave a message on our website contact page.

Question 22

How do I become a Welcia member?

Accepted Answer

Signing up for membership is easy! You may sign up here. Visit any Welcia store and register at the counter or fill out an online form (when available). You'll receive your membership card or a digital ID to start enjoying benefits right away.

Question 23

What are the benefits of becoming a Welcia member?

Accepted Answer

Click here to see Member Benefits:

Question 24

What are the membership tiers and how can I level up?

Accepted Answer

The entry tier is "Friend" offering basic benefits. Members can progress to "Fanatic" (with a total annual spend of $400) or "Holic" (with a total annual spend of $800) by meeting designated spending thresholds, with automatic level-ups and notifications each time a new tier is reached.

Question 25

How do I earn membership points?

Accepted Answer

For every SGD1.00 spent at Welcia, you earn 1 wel point. The rate may vary during special promotions, but you will always earn points on your purchases regardless of tier. Keep an eye on our in-store and promotional materials for bonus point opportunities.

Question 26

Can I use my points on promotional items?

Accepted Answer

Yes, you can use your points on most in-store items, including some promotional products.

Question 27

How do I redeem my points?

Accepted Answer

For every 100 Wel Points earned, you can redeem SGD 1.00 at checkout in any Welcia store. Simply present your membership e-card or provide your membership ID to the cashier to apply your points to your purchase.

Question 28

What is the minimum number of points required for redemption?

Accepted Answer

Points can be redeemed in denominations of 100 Points (equivalent to $1), so a minimum balance of 100 Points is required for redemption.

Question 29

What are the perks and benefits for each tier?

Accepted Answer

Click here to see Member Perks:﻿

Question 30

Can I check my membership points balance?

Accepted Answer

Yes, you can check your points balance by asking in-store staff, or by logging into your account here.

Question 31

Is there a fee to become a Welcia member?

Accepted Answer

No, membership is completely free and comes with lifetime access! Sign up at no cost and start enjoying the benefits right away.

Question 32

Is there a validity period for the points accumulated?

Accepted Answer

Yes, the points accumulated are valid until the end of the next calendar year. For example, points issued in Jan 2024 will be valid until December 31, 2025, unless otherwise specified.

Question 33

Can I transfer points to someone else?

Accepted Answer

Points are non-transferable and can only be redeemed by the member who earned them. However, we may offer special promotions where rewards can be gifted to others.

Question 34

What happens to my points if I return an item?

Accepted Answer

If you return an item purchased with points, the points will be refunded to your account. In some cases, the value of the points will be adjusted based on the final purchase price.

Question 35

Are goods redeemed with points returnable?

Accepted Answer

Products redeemed with points are non-refundable. If you wish to return an item, we recommend exchanging it for another product of equal value instead. Points previously deducted will not be refunded.

Question 36

Can I convert the points accrued into cash and withdraw it from my account?

Accepted Answer

No withdrawal of cash is allowed from your account.

Question 37

What happens if I reach the next tier?

Accepted Answer

When you level up to a new tier, you will receive a notification about your new membership status and enjoy the additional benefits associated with your upgraded tier.

Question 38

How do I check the points earned or view my points history?

Accepted Answer

You can log into your membership account, go to "Point History," and view details on points earned, redeemed, and any bonus points from special events (e.g., birthday points, double points events).

Question 39

Can I upgrade my membership on my own?

Accepted Answer

Upgrades are automatic once you meet the necessary criteria (spending thresholds). However, we may occasionally offer special opportunities to boost your tier faster, such as bonus point events.

Question 40

How do I update my membership details?

Accepted Answer

You can update your mobile number by logging into your account here → "My Profile." Update your mobile number details accordingly and click 'Update now'. For other details, please contact our customer service team here, who will be happy to assist with any further updates.

Question 41

Are there any other ways to earn extra points or rewards?

Accepted Answer

Yes, we frequently run bonus point promotions and special campaigns where you can earn extra points for specific purchases or actions. Be sure to stay informed through our promotional materials or sign up for our newsletters.

Question 42

Does the membership tier expire or require renewal?

Accepted Answer

Each membership tier is valid for one year from the date you upgrade to that tier. As long as you meet the designated spending thresholds within the year, your tier level will automatically renew, and you'll receive notifications each time you reach a new tier.

Question 43

How can I get notifications about exclusive offers for my membership?

Accepted Answer

As a member, you'll receive exclusive offers via email or SMS, including personalized discounts, birthday specials, and early access to promotions. Keep your contact information updated to make sure you never miss an offer.

Question 44

If I fail to present my membership at the time of purchase, can I get the points re-credited to my account by presenting the receipt at a later time?

Accepted Answer

The membership is the only proof of your right to enjoy the benefits. The verification mechanism is activated once your card is scanned on our machine during the transaction process and the card number is read successfully. Even if you may present your membership e-card together with the receipt at a later time, we are unable to credit the points to your account for your previous purchase. Please remember to present your membership e-card with you whenever you shop at our stores.

Question 45

Are there any privacy protection measures for my personal information submitted online?

Accepted Answer

Yes, all personal data submitted will be kept strictly confidential. Our website is secured with Secure Socket Layer (SSL) encryption, ensuring that your information remains protected. Your contact information will only be used by Welcia for communication regarding your purchases or to send updates on news and promotions.

Question 46

Are my points reflected on the receipt as soon as I make a purchase?

Accepted Answer

Point balance on your receipt may not be accurate at the time of printing, as points are updated in your membership account within 5-10 minutes after the transaction. For the most accurate balance, please check your points 5-10 minutes after your purchase.

Question 47

If I make my purchase using Wel Points, Welcia vouchers or Welcia gift vouchers, will there be points credited to my account?

Accepted Answer

Points will be credited to your account based on the nett amount after deduction of wel points, total voucher or gift voucher value.

Question 48

If I make my purchase using vouchers from bank credit cards and mall voucher (CapitaVoucher etc), will there be points credited to my account?

Accepted Answer

Yes. Points will be credited to your account based on the nett amount before deduction of total voucher value.

Question 49

If I wish to return a product that I bought from Welcia, will the points I earned from the purchase be deducted from my account?

Accepted Answer

(1) If you exchange the product for one of equal value, no points will be deducted.(2) If you return the product, the points previously earned will be deducted from your account, and you will receive a cash refund for the returned item.(3) If there are insufficient points in your account to be deducted, you will only be able to exchange the product for goods of equal value.(4) If the product was purchased fully or partially with points, we recommend exchanging it for a product of equal value, as points cannot be refunded. For example, if you return a product priced at $25, 2,500 Points ($1 = 100 Points) will be deducted from your account.

Question 50

If I offset my purchase with my points, will there be points credited to my account?

Accepted Answer

Yes. However, points will be credited to your account based on the nett amount after points redemption.

Question 51

If my Welcia Club membership e-Card is presented by another person, can they redeem benefits using the points accumulated in my account?

Accepted Answer

Yes, it is possible. Therefore, it's important to keep your membership account secure and not lend it to others. If you suspect that someone is using your account without permission, please report it to us immediately by email with the relevant details here. The affected member account will be frozen once being reported.

Question 52

Will I be able to enjoy all member benefits instantly after I sign up as a Welcia Club member?

Accepted Answer

Yes, you can start accumulating points immediately after signing up. However, to redeem your 300 Welcome Points on a purchase, you will need to present the Welcome Email (which will be sent to your inbox). Our store staff may request the Welcome Email when you redeem your 300 Welcome Points in-store.

Question 53

I can’t login my membership account

Accepted Answer

There could be a few reasons why you're having trouble logging in:Double-check that you're using the correct email and password you registered with.If you've forgotten your password, click on 'Forgot Password' → Enter your email address. You'll receive a password reset email. Simply click the link in the email to reset your password and create a new one.If you still facing other problems logging to your account, our customer service is always there to assist you. You may contact our customer service via the 'Contact Us' form on our website, and we'll assist you as soon as we can!

Question 54

Can I link multiple membership accounts to one email?

Accepted Answer

Each email address can be linked to only one membership account. If you have multiple accounts, you may want to maintain them separately, but they cannot share the same email address.

Question 55

How can I opt-out of promotional emails or SMS alerts?

Accepted Answer

If you prefer not to receive promotional emails or SMS messages, you can unsubscribe by following the instructions provided in the messages or by contacting customer service.

Question 56

How can I deactivate my Welcia Club membership account? Can I activate my account again if it has been deactivated?

Accepted Answer

Welcia Club membership is a lifetime membership that allows you to earn and redeem points, as well as enjoy other member benefits. If you deactivate your account, you will no longer be able to access these benefits.* Please note that once your Welcia membership is deactivated, the process is irreversible. If you wish to enjoy the benefits again in the future, you would need to sign up for a new account.

Question 57

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 58

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 59

What are Welcia E-Rewards/e-voucher?

Accepted Answer

E-Rewards/E-Voucher are electronic rewards (digital voucher, discount voucher, freebies or gift with purchase voucher) that only Welcia Club members can earn through special promotions, store events, or member milestones. They can be redeemed in-store to enjoy discounts and savings on purchases.

Question 60

How do I earn E-Rewards/E-Voucher?

Accepted Answer

E-Rewards/E-Voucher can be earned through participating in specific Welcia promotions or by reaching certain membership milestones. Stay updated with our latest promotions to discover new ways to earn rewards!

Question 61

How can I check my active or past E-Rewards?

Accepted Answer

Your active or past E-Rewards can be viewed through your member account ? under �My Reward� or simply provide your membership details at the counter, and our staff will assist you.

Question 62

How can I confirm if my e-reward has been successfully redeemed?

Accepted Answer

Log in to your membership account > My Reward > Past Reward > Used > label will appear next to each redeemed reward. Click here:

Question 63

How can I redeem my E-Reward/E-Voucher?

Accepted Answer

Currently, E-Rewards can only be redeemed in-store, as we do not have an online store yet. Just visit any Welcia store, show the e-rewards to our staff and informed that you'd like to use your E-Rewards/E-Voucher.

Question 64

How many E-Eeward or E-Voucher can use for one transaction?

Accepted Answer

Only one Reward or Voucher allows for one transaction.

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