FREQUENTLY ASKED QUESTIONS

Orders

Q: Do i have to be a CapitaStar Member to make a purchase on NomadX.sg?

A: You may still check out your items as a guest. However, you are encouraged to sign up and log in as a CapitaStar member to be awarded STAR$ for your purchase. STAR$ awarded can be redeemed for CapitaVoucher/eCapitaVoucher.

Q: How do I make a purchase?

A: When making a purchase on www.nomadx.sg,

  1. Choose the items from the categories that you are interested in.
  2. Choose the items from the categories that you are interested in.
  3. Add to Cart
  4. Once you have completed shopping, you can view your cart to checkout.
  5. If you would like to earn STAR$, login to CapitaStar account before checking out.
  6. Enter your shipping address and contact details.
  7. Choose your preferred shipping method.
  8. Enter your payment card details
  9. Place your order. You will receive an order confirmation when payment is successful and order is accepted.

When making a purchase at NomadX at Plaza Singapura,

  1. Scan the QR code of the item you want to purchase. You will be directed to the product detail page on Nomadx.sg.
  2. Add to Cart
  3. Once you have completed shopping, you can view your cart to checkout.
  4. If you would like to earn STAR$, login to CapitaStar account before checking out.
  5. Enter your shipping address and contact details.
  6. Choose instore purchase or home delivery if you want to enjoy hands free shopping.
  7. Enter your payment card details
  8. Place your order. You will receive an order confirmation when payment is successful and order is accepted.
  9. If you have chosen instore purchase, you can pick up your item immediately. If you have chosen home delivery, the item will be delivered to your shipping address within 3 to 5 days.

Q: How do I cancel my order?

A: You may cancel your order before the retailer accepts your order. Click on "My Account" tab and go to "My Orders" to make a cancellation. You will receive a cancellation email upon successful cancellation of order.

NOTE: Once the retailer has confirmed your order, you are unable to cancel the order.

Q: I did not receive my order. What do I do?

A: If you have received a cancellation email for an unfulfilled order, you will get your refund within 30 working days. Should you not receive a cancellation email, contact custcare@nomadx.sg to enquire about your order.

Q: What is NomadX Operating Hours?

A: You can make a purchase on NomadX.sg at any time of the day. If you are visiting the NomadX store at Plaza Singapura to make a purchase, the store operating hours are from 10am to 10pm.

Q: Can I pay with cash for my order if I am at the NomadX store?

A: Nomadx is a phygital store that does not allow cash payments and incentivise shoppers to make payment via our e-commerce site for more rewards.

Q: Do you offer warranty for electronics products?

A: Warranties are provided by retailers directly. Please check with the individual retailers on the warranty that they are providing.

Loyalty Points

Q: How can i earn STAR$?

A: Simply spend a minimum of $20 at the NomadX store or NomadX.sg.

Earn 5 STAR$ for every $1 spent, you will be entitled to STAR$ rounded down to the nearest dollar.

STAR$ are awarded based on the nett purchase value after deduction of discounts at all participating retailers.

STAR$ issued will be stored in your membership account with indicated expiry date.

You can check the amount of STAR$ balance you have and the expiry date on the CapitaStar app.

Q: When will my STAR$ be credited into my account?

A: STAR$ will be reflected in your account summary 7 days after completion of purchase if there are no returns.

Q: I forgot to login before I check out, can I still earn my STAR$?

A: Only logged in customers will be awarded STAR$ for purchases made on NomadX.sg.

Q: I cannot login to my CapitaStar account, what should I do?

A: To reset your password, you may follow the simple steps below:

Select “Forgot Password”

Enter the required fields, an SMS One-Time Password (OTP) will be sent to you

Proceed to login into your account with the One-Time Password (OTP) received

You will be prompted to create a new password upon your successful login

Should you still face any difficulty logging in, please email your enquiry to ask_us@capitastar.com.

Q: How do I update my account details?

A: Please click on the "My Account" button and you will be able to update your profile.

Payment

Q: I am unable to make payment for my orders. What should I do?

A: If you are currently at our physical store and is unable to make payment, please approach any of our friendly store ambassadors for assistance. If you are not at our store, please email your query to custcare@nomadx.sg. Our customer service agent will be able to assist you further.

Q: What mode of payment do you accept?

A: We accept the following payment methods:

Visa

Mastercard

American Express

Please note that we do not accept any physical card payment or cash in our store. All transactions will be done via our e-commerce site : www.nomadx.sg.

Returns

Q: Can I return my purchase?

A: Yes. Items purchased at NomadX.sg can be returned within 7 days from delivered date.

If you have changed your mind or the product is defective and would like to return your purchases, please note that we will only accept returns that:

  • Have not been opened
  • Have all seals and tags intact (if any)
  • Is unworn, unwashed or unaltered (if applicable)

Returns are not applicable for these items:

  • Food & Beverage
  • Undergarments
  • Personalised items
  • Products that has been marked as non-returnable in their product display page by retailers.

For all returns, you will need to include any of the following that came together with your products:

  • Free gifts
  • Warranties
  • Tags
  • Manuals
  • Any other accessories

NOTE: If you return an item that does not meet the above requirements for returns, NomadX reserves the right to reject the return and any request for refund.

Q: How do I return my purchase?

A: 1. Click on "My Account" > "My Orders" to return your order.

2. Select your method of return

3. Click confirm to process the return.

4. You will receive an email notification should your request for return be successful.

5. Refunds for successful returns will be processed within 30 days from the receipt of a successful return email notification. Should the reason for return be a change of mind, the refunded amount will deduct the delivery fees for the item from the return address to the retailer address.

Q: Can I drop off my return parcel personally at NomadX store?

A: Yes. Fill up a return form at the NomadX store. Refunds for successful returns will be processed within 30 days from the receipt of a successful return email notification.

Note: This is option is only applicable for products that are available for “Instore Purchase”.

Q: When can I get my refund for returned parcels?

A: You will get your refund within 30 days of receiving your successful return email notification to your mode of payment.

Q: How can i see my return shipping status?

A: Click on "My Account" > "My orders". Click on the order number that you wish to view your order/return shipping status.

Q: How much is return shipping?

A: Return shipping rates ranges from $6 – $18 depending on the volumetrics weight of the package.

Q: How should i pack the item for return?

A: Wrap your package in another layer of external packaging like plastic or box to avoid damage to the parcel during transportation.

Q: How much will I be refunded if I used a discount voucher or promo code to make my purchase

A: You will be refunded with your paid price if you cancel or return the item.

Q: Can i get an exchange instead of a refund?

A: No, currently our store does not allow for exchange. You will be required to arrange for a return and place a brand new order. Please email us at custcare@nomadx.sg if you require further assistance from our customer service agents.

Shipping

Q: What are the shipping methods?

A: NomadX offers three shipping methods.

  • In-Store Purchase

This option allows you to collect your products instantly at our physical store. This is only applicable for retailer's products that are available in the physical store.

  • Home Delivery

This option is available for all products. We will deliver the products 3-5 working days upon successful placement of orders.

  • Click & Collect

This option is available for all products. We will deliver the products 3-5 working days upon successful placement of orders to a NinjaVan box located in our CapitaLand malls islandwide.

Q: I see my item status is delivered, but i have not received my order. What do I do?

A: Please email your query to custcare@nomadx.sg. Our customer service agent will be able to assist you further.

Q: How can i see my order shipping status?

A: You can go to "My account page" and click "My orders". Click on the order number that you wish to view your order shipping status.

Q: What is the duration that my purchased item can be left at the Ninja Box?

A: Customers have 3 working days to collect their purchased parcel at Ninja Box.

Q: What happens if i don't collect my parcel at Ninja Box?

A: If your parcel is not collected within 3 working days, we will proceed with the refund process which will take up to 30 days for the refund to be credited to the payment mode used for this purchase.

Q: What is Instore Purchase at NomadX?

A: This option allows you to collect your products instantly at our physical store at Plaza Singapura. This is only applicable for retailer's product that is available in the physical store. Check the product detail page under availability tab to determine if instore purchase is available for the particular product.

Q: How long do i have to collect my Instore Purchase parcel at NomadX

A: Customers have 3 working days to collect their purchased parcel at NomadX.

Q: What happens if i don't collect my Instore Purchase parcel at NomadX

A: Customers will be refunded if they fail to collect their purchased parcel within 3 working days at NomadX.

Q: Can someone collect my order on my behalf?

A: You will be required to collect your order in person with the invoice that is sent to your email address.

Q: What is the shipping fee?

A: Shipping is free for all orders with no minimum spend.

Q: Do you offer international delivery?

A: Currently, only delivery to local Singapore addresses is available in NomadX.

Q: What if i entered the wrong address or name in my order?

A: Please email your query to custcare@nomadx.sg to change your details.

Q: The parcel i received is not properly packed or sealed, what do i do?

A: Take a photo of your package and email it to custcare@nomadx.sg. Our customer service agent will be able to assist you further.

Q: Can i call or email NomadX to place an order?

A: No. You are able to place an order only via the website nomadx.sg or head down to our physical store located at (Plaza Singapura #01-67, #03-65, 68 Orchard Road, Singapore 238839) to view our offering and place an order. You may also view the full assortment of products on our e-commerce site.

Discount Code

Q: I am not able to use the discount code. What should I do?

A: Please email your query to custcare@nomadx.sg. Our customer service agent will be able to assist you further.


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