Frequently Asked Questions

Products

Q: Does Lao Ban Niang (LBN) endorse all the products?
A: No, we do have some products under our own brand, but due to the wide range of products offered, not all products carry our endorsement.

Q: Is the quality of products from other brands compromised?
A: Definitely not. Through years of experience of dealing with our suppliers, we are able to ensure better quality products.

Q: How is quality ensured for online orders?
A: We will only pre-pack the orders on the day of delivery, to ensure freshness of our products.

Q: Why are some products only available for wholesale?
A: For some specific products, our customers require only small portions of it for normal usage, therefore we currently do not have the means to cater such products.

However, if you are interested in products that are not available online, visit us at our retail outlets.

Q: Why are there products that appear again in different categories?
A: Some products benefit different groups of people and needs at the same time. We will classify the products into the category as long as it is of benefit to you. This is to ensure easy navigating and viewing for our website.

Q: Is there any relevant information on how to prepare the products?
A: Yes, we have set up an informative centre to share simple and fuss-free methods to prepare the products, including useful recipes and tips. You can view them under the "Info" section in the main menu.

Any other queries? Contact us now.

My account

Q: How can I retrieve my account password?
A: You may retrieve your password by going to My Account, and clicking on “forgot password.” Follow the steps given.

Q: Can I opt out account registration and just proceed to purchase?
A: Yes, registration as a member is not required for purchase. However, if you choose to opt out, your user information will not be kept in our records, and you will not be able to review your order status, nor keep track of your previous orders.

Order and deliveries

Q: What’s the lead-time should my order be out of stock?
A: Our customer service representative will contact you to advise you on the lead time. Generally, you have the options of waiting for the product, replacing the product, or cancelling your order.

Q: How can I make changes/cancellation to my orders?
A: Orders that have been processed and shipped cannot be cancelled or changed. Please email us for assistance.

Q: What are the returns and exchange policies?
A: Please click here to learn about the Returns and Exchange policies.

Q: How can I view my purchase history?
A: Purchase history can be retrieved under the 'My Account' page after logging in.

Q: How can I contact Lao Ban Niang about my orders?
A: You may contact our customer service officer by email.

Q: Can I order through phone instead?
A: Unfortunately, we do not accept phone orders. You can shop with us online or at our retail outlets.

Shipment

Q: Which countries does Lao Ban Niang deliver to?
A: We deliver our products only within Singapore.

Q: What is the delivery method?
A: Local deliveries in Singapore are done by our friendly LBN staff. Hence, you can be assured your orders are handled professionally.

Q: What is the delivery charge?
A: Shipping charges are a flat rate of $8.

Q: How can I check on my shipment status?
A: You may contact our customer service officer here to check on the shipment status.

Q: What is the delivery lead-time?
A: Delivery lead time often ranges from 2-3 days depending on the shipment location.

Q: Can I specify the delivery date or time?
A: Yes you can. Send us an email here with your invoice number and we will advise you accordingly.

Q: Can I amend the shipping address?
A: Please email here with the details of your order and changes required.

Q: Can my invoice address be different from my shipping address?
A: Yes.

Q: Can I ship purchases separately?
A: Yes, but you will have to create separate orders.

Q: Are there restrictions to the shipment addresses?
A: Orders will be delivered to customers in Singapore only.

Q: Can I place an order online and collect it from the store?
A: Yes, you can collect it from the store with prior notice. To find out the location of our store, click here.

Payment

Q: What are the accepted forms of payment?
A: We currently only accept PayPal.

Q: When will my credit card be charged for my purchase?
A: Credit Card transaction follows your bank’s billing process. Usually, the amount will be charged to your next billing statement.

Q: Is the website Lao Ban Niang secure?
A: Yes. Lao Ban Niang is a secured site. Please see our Privacy Policy to learn more.

Q: What is the Lao Ban Niang security policy?
A: Please click here to learn about the Security Policy.

Q: The payment transaction has failed. How can I proceed with purchasing the items again?
A: You may visit the Purchase History under My Account to retrieve the items.

Geck Huat Trading