FAQ

GETTING STARTED

How do I register?

To place an order, you have to create an account as a guest or an Emporium Shokuhin rewards member. You can register with these simple steps:

1. Go to https://estore.emporiumshokuhin.com.sg
2. Click on ‘Register’.
3. Fill in all required fields.
4. Check the checkbox to indicate if you would like to sign up as an Emporium Shokuhin rewards member or to register as a guest for our online store.
5. Click ‘Register’ when you have filled in all necessary fields.

Do note that only Emporium Shokuhin rewards member can enjoy rebates. If you are only registered as a guest shopper for our online store, you will not be able to enjoy any rebates via our membership programme.

Do you deliver to my neighbourhood?

Gourmet Grocer currently delivers to all addresses within Mainland Singapore, except Jurong Island, Tuas South, military and airbases, Lim Chu Kang, Changi Cargo Complex, Airport Logistics Park Singapore (ALPS) and Resort World Sentosa.

What if I’m not at home for my delivery?

Emporium Shokuhin reserves the right to charge you a restocking fee of $10 in addition to the cost of fresh and frozen items in your order that cannot be restocked.

Emporium Shokuhin reserves the right to deny future service to customers who are repeatedly absent for the deliveries.

What are the delivery charges?

Order Amount Delivery Charge*
Below S$80 S$15
Above S$80 S$12
Emporium Shokuhin Rewards Members Additional $3 discount off delivery charges

*Additional surcharge of $6 applies for delivery to Sentosa
*Additional surcharge of $5 applies for delivery on Sunday, Eve of Public Holidays and Public Holidays

What are the delivery timings?

We deliver to you seven days a week, including weekends and public holidays, except eve of Lunar New Year and first two days of Lunar New Year. Orders close at 23:59pm and delivery will only be available the next day.

Delivery Timing Order Received
3pm – 5pm Order will only be processed in the next working day.
5pm – 7pm
7pm – 9pm

How do I update my delivery address, email or password?

Once you’ve signed up, you can log in to your account and click on your name at the top of the home page and edit your account information. For further assistance, please feel free to contact us via email at grocer@emporiumshokuhin or call us at 6812 2157.

ORDERS

How do I place my order?

1. Go to www.estore.emporiumshokuhin.com.sg.
2. Click ‘Log In’ on the upper right side of the website.
3. Fill in your email address and password then click ‘Login’
4. Select all the products that you want and click ‘Add to cart’. You may adjust the quantity or remove items once they are in your cart.
5. After selecting all the items that you want, click on the shopping basket icon in the upper right corner.
6. Once you have checked that the items, quantity and amount are correct, click Checkout
7. You may check through all relevant fields under the billing address and to ensure that all information is correct. Click ‘Continue’.
8. On the next page, select payment mode and input payment details. Click ‘Place Order’ and you are done!
9. You will receive an order confirmation shortly via your registered email.
10. You can also check your Order History to ensure that your order has been processed.

About adding an item to your cart

Items added to your Cart will be available from any compatible web browser that has been signed in to your account.

Placing an available item in your cart does not reserve that item. Available inventory is only assigned to your order after you click Checkout Now and initiate the checkout process.

How can I order in bulk?

If your order is more than the maximum quantity in the website, please send an email to grocer@emporiumshokuhin.com.sg of the products and quantities you would like to order. You can also call us at 6812 2157 to speak to our friendly grocers.

Can I change, cancel or add items in my order?

If you would like to make changes to your order, please inform us by 9am on the next working day before your scheduled collection / delivery. We will do our best to accommodate your request.

Emporium Shokuhin reserves the right to charge the customer a cancellation fee up to the cost of items ordered in the event that we are only notified after your items have been picked.

How can I check on my order?

Login and go to your ‘Account name’ on the top menu and check your order history. If you have any specific questions about your order, please email us at grocer@emporiumshokuhin or call us at 6812 2157.

PRODUCTS

How do I find products in Emporium Shokuhin?

There are two ways you can find products:

By Category – Click on’Our Products’ on the bar along the top of the page. A bar with specific sub-categories will appear on the side. Once on any Sub-category page you can narrow your browsing further by selecting one of the filters on the left hand side.

Product Search – Simply type the product you are looking for into the search bar at the top right hand corner of the site and enter.

Storage and Delivery of Products

At Emporium Shokuhin, our top priority is getting fresh food as fresh as it can be to you. We store products in accordance with market standards and regulations such as AVA requirements. We carefully control the conditions in which your products are stored and transported.

What if a product I ordered is out of stock?

We do our best to ensure the products listed on our site are always in stock, however in the event that the product is not available, we will contact you to either suggest a replacement or issue a refund. If there is a specific item you want to enquire about, please contact us any time at grocer@emporiumshokuhin or call us at 6812 2157 for a specific estimated date of availability.

FOR EMPORIUM SHOKUHIN REWARDS MEMBERS

How do I register as a rewards member of Emporium Shokuhin?

You can register with these simple steps:

1. Go to https://estore.emporiumshokuhin.com.sg
2. Click on ‘Register’.
3. Fill in all required fields.
4. Check the checkbox to indicate if you would like to sign up as an Emporium Shokuhin rewards member or a guest for our online store.
5. Click ‘Register’ when you have filled in all necessary fields.

Alternatively, you can visit our membership site at http://members.emporiumshokuhin.com.sg to register as a member.

Do note that only Emporium Shokuhin rewards member can enjoy rebates. If you are only registered as a guest shopper for our online store, you will not be able to enjoy any rebates via our membership programme.

What are the members’ benefits?

Our online store allows members to collect rebates for every purchase. However, eVoucher (Received via membership sign-up) received for Gourmet Grocer cannot be utilize via our online store. It can only be utilized in-store.

GOLD PLATINUM ELITE
Spend at any restaurant (E$ rebate)* 5% 7% 10%
Spend at Gourmet Grocer (E$ rebate)* 1% 1.5% 2%
Complimentary Welcome eVouchers worth $85
Complimentary eVouchers (worth at least $105) upon upgrade
Birthday Privileges
– Double rebates on first purchase during birthday month
– Birthday eVoucher for a complimentary slice of cake at Kohi-Koji Cafe & Bakery
– Birthday eVoucher for a complimentary meal worth at least $100 at Gyuu+
– Birthday eVoucher for a complimentary meal worth at least $200 at Takujo
Member Priority Reservation#
Additional lucky draw chances^
Preview for limited edition premium products
Priority reservation for seasonal products
Closed-door Members’ Sales
Special members’ promotions
Exclusive masterclasses

Why am I unable to redeem my e-voucher via the eCommerce?

eVoucher (received via membership sign-up) for Gourmet Grocer cannot be utilise via our online store. It can only be utilise for in-store purchase.

For any other vouchers, please ensure that terms and conditions of vouchers are met. For further assistance, you can contact us at grocer@emporiumshokuhin.com.sg and provide us with your order no.

My rebates are not correctly updated/captured. What do I do?

In the event that rebates are not being updated or captured during checkout, please contact us at grocer@emporiumshokuhin.com.sg and provide us with your order no.

Do note that only Emporium Shokuhin rewards member can enjoy rebates. If you are only registered as a guest shopper for our online store, you will not be able to enjoy any rebates via our membership programme.

PAYMENT

What are the modes of payment I can use?

You can choose to pay with either MasterCard or Visa.

Is Emporium Shokuhin secure?

Yes. We take every precaution to protect your privacy and to prevent misuse of the private information you provide us. Please note that while we make reasonable efforts to safeguard your personal information once we receive it, no transmission of data over the Internet or any other public network can be guaranteed to be 100% secure.

Will my information be kept private?

We use your information only to process orders, to provide an enhanced and personalized shopping experience, and to inform you of Emporium Shokuhin’s special offers and discounts. We will not release your personal information to any third party unless you have granted us explicit permission to do so. Refer to our privacy policy for further details.

RETURNS AND EXCHANGES

I have a problem with my product

We recommend for all our customer to check their order upon delivery. We will provide a full refund for non-perishable products / dry goods within 7 days from your delivery date for any damaged, spoilt or wrong products delivered.

Can I return products to Emporium Shokuhin?

If you are not 100% satisfied with your purchase for any reason, please email us at grocer@emporiumshokuhin or call us at 6812 2157 within 7 days from your date of purchase and we’ll do our best to reseolve the matter either by replacing the product or by issuing you a credit. All we ask is that the produst is not used or expired, and is in the original box and/or packaging.

However, do note that perishables are non-exchangeable.

TECHNICAL

I am having difficulties accessing the website. What should I do?

Re-load the website again and try loading another website just to check. If you still get the same message, you’ll need to contact your internet service provider.

For the best shopping experience, please ensure that you are using one of the following supported browsers:

1 Google Chrome
2 Mozilla Firefox
3 Safari
4 Internet Explorer 9 or above

If you need further assistance, please email us at grocer@emporiumshokuhin or call us at 6812 2157 / 8461 9919.

Why am I unable to login?

If you face multiple login errors, there may be a problem with your password. You may want to try resetting your password by selecting the ‘Forget Password’ option.

If you still find that you are unable to login to your account, please email us at grocer@emporiumshokuhin.com or call us at 6812 2157 and we will be happy to reset your password for you.