FAQs – The Atlernatives

Orders & Delivery

Delivery

Do you deliver across all of Singapore?

Yes — we deliver island-wide across Singapore, including Sentosa and most restricted areas. Orders are shipped via our trusted local logistics partners and typically reach you within 2–4 business days after dispatch.

Shipping

How much does shipping cost, and when is it free?

Standard shipping is S$3.90. Enjoy free delivery on orders above S$39.90. We recommend stocking up on a few favourites to hit that threshold easily — your pantry (and wallet) will thank you.

Tracking

How do I track my order after it has been placed?

Once your order is dispatched, you'll receive an email with a tracking link. You can also log into your account under My Orders to see real-time status updates. If you checked out as a guest, the tracking link in your email is your go-to reference.

Timing

What are the cut-off times for same-day or next-day dispatch?

Orders placed before 12:00 PM (SGT) on business days are dispatched the same day. Orders after that cut-off, or placed on weekends and public holidays, are dispatched the next business day. Delivery then takes 1–2 additional working days.

Changes

Can I change or cancel my order after placing it?

We process orders quickly! If you need to make changes, please contact us within 2 hours of placing your order. Once it's been picked and packed (you'll receive a dispatch email), we're unable to make amendments. We apologise for the inconvenience.

International

Do you ship internationally outside Singapore?

Currently, we serve the Singapore market only. We are actively exploring regional shipping to Malaysia, Thailand, and Hong Kong. Follow us on Instagram or subscribe to our newsletter to be the first to know when international shipping goes live.

Our Products

Curation

How do you choose the products you carry?

Every product on The Alternatives is hand-picked by our team against a strict clean-label standard: no artificial preservatives, no MSG, no hidden additives, and ingredients you can actually pronounce. We taste every product and review every label before it reaches your pantry.

What product categories do you carry?

We carry a wide range across Sauces, Beverages, Baking, Pasta, Ready to Eat, and Snacks. You can also shop by lifestyle — Everyday Essentials, Wholesome Snacks, Plant-based Proteins, and Gourmet Chef Pantry. New products are added every month.

Availability

What if a product I love is out of stock?

Hit the Notify Me button on any out-of-stock product page and we'll email you the moment it's back. We restock popular items regularly. If something has been discontinued, our team is usually happy to suggest a similar clean-label alternative.

Freshness

How do you ensure product freshness and quality upon delivery?

We maintain strict FIFO (first-in, first-out) inventory management and a climate-controlled warehouse. All products are checked for shelf life before dispatch — we never ship anything with less than 3 months to expiry. Chilled or fragile products are packed in insulated pouches.

Bundles

Do you offer curated bundles or starter kits?

Yes! We have curated bundles like our Clean Pantry Starter Kit and Plant-Based Protein Pack. Bundles are typically 10–15% off individual pricing. We also run seasonal gift bundles — great for CNY, Deepavali, or Hari Raya gifting.

Gifting

Can I purchase products as a gift with a personalised message?

Absolutely. During checkout, select This is a gift and add your personalised message. We'll include a handwritten-style card with your order and omit the price invoice. For corporate gifting or bulk orders, please reach out to us directly.

Ingredients & Labels

Clean Label

What exactly does "clean label" mean to you?

For us, clean label means: real, recognisable ingredients; no artificial colours, flavours, or preservatives; no MSG or hidden umami boosters; and full transparency on what's in the pack. We display the full ingredient list prominently on every product page — no fine print, no surprises.

Dietary

How do I find products that suit my dietary requirements?

Use our smart filters on the Shop All page to filter by Vegan, Gluten-Free, High-Protein, Low-GI, or Nut-Free. Each product page also displays clear dietary badges. If you have a specific allergy or medical condition, we recommend checking the full label or contacting us before purchasing.

Vegan

Are your plant-based products truly vegan, with no hidden animal derivatives?

Products bearing our Vegan badge contain no meat, fish, dairy, eggs, honey, or any other animal-derived ingredient. We verify this directly with the brands we carry. However, some products are made in facilities that also handle animal products — cross-contamination risk is noted on the label when applicable.

Halal

Are your products Halal-certified for the Singapore Muslim community?

A growing number of our products carry MUIS Halal certification or are certified by internationally recognised Halal bodies. Look for the Halal badge on the product page. We are actively working to expand our Halal range. For the most accurate and up-to-date certification details, the product packaging is the definitive reference.

Allergens

How is allergen information presented on your product pages?

All major allergens (nuts, gluten, dairy, soy, eggs, shellfish, fish) are highlighted in bold within the ingredient list on each product page, following Singapore FSS labelling standards. We also display an allergen summary panel for quick reference. Always double-check physical packaging before consuming.

Organic

Are any of your products certified organic?

Yes — select products are certified organic, labelled with their respective certification body (USDA Organic, EU Organic, etc.). Use the Organic filter on our shop page to browse these. Not all natural products carry organic certification due to cost, but all are clean-label by our strict standard regardless.

Payments & Promotions

Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayNow, GrabPay, PayLah!, and Apple Pay / Google Pay. All transactions are secured with 256-bit SSL encryption. We do not store your card details on our servers.

Promo Codes

How do I apply a promo code or discount voucher?

Add your items to cart, then proceed to checkout. You'll see a Promo Code field on the cart page. Enter your code and click Apply — the discount will be reflected in your order total before payment. Only one promo code can be applied per order.

Subscriptions

Do you offer a subscription or auto-replenishment option?

We're building this feature! Subscribe & Save is coming soon, with a 10% discount on auto-replenishment orders and the flexibility to pause, skip, or cancel anytime. Sign up to our newsletter to be notified at launch.

Invoices

Can I get a GST invoice for business reimbursement?

Yes. A digital tax invoice is automatically emailed after every order. If you need an invoice reissued, updated with your company details, or in a specific format, please contact us with your order number and company UEN. We'll sort it within one business day.

Returns & Refunds

Returns

What is your return policy?

We accept returns within 14 days of delivery for unopened, undamaged products in their original packaging. If you received a wrong item, a defective product, or something that doesn't match its description, we'll arrange a free return pickup and a full refund or replacement — no questions asked.

Damaged

My order arrived damaged or with a broken seal. What should I do?

We're so sorry. Please photograph the damaged item and packaging, then WhatsApp or email us within 48 hours of delivery. We'll arrange a replacement or refund within 2–3 business days, and use your feedback to improve our packing process.

Refunds

How long does a refund take to process?

Once we've received and inspected your returned item (or confirmed the issue for damaged goods), refunds are processed within 3–5 business days. The time for the amount to appear in your account depends on your bank or payment provider — typically 3–7 additional business days.

Exceptions

Are there any products that cannot be returned?

For hygiene and food safety reasons, we're unable to accept returns on opened perishable products unless they are defective or damaged. Chilled and frozen items are also non-returnable once delivered unless there is a fault on our end. Promotional items or final-sale products may have specific terms noted at purchase.

My Account

Account

Do I need to create an account to shop?

No — you can check out as a guest. However, creating a free account lets you track orders, save favourite products, earn loyalty points, and get faster checkout. It takes under 60 seconds and we promise not to spam you.

Loyalty

Do you have a loyalty or rewards programme?

Yes! Our Better Points programme lets you earn 1 point per S$1 spent. Points can be redeemed for discounts on future orders. You also earn bonus points for referring friends, writing reviews, and celebrating your birthday month with us.

Password

How do I reset my password or update my account details?

Click Forgot Password on the login page and enter your registered email — you'll receive a reset link within minutes. To update your name, address, or contact number, log in and go to Account Settings. For email address changes, please contact our support team for verification.

Newsletter

How do I unsubscribe from marketing emails?

Every marketing email from us includes an unsubscribe link at the bottom — click it and you'll be removed from our mailing list within 48 hours. You can also manage your communication preferences in Account Settings. Transactional emails (order confirmations, shipping updates) will still be sent as they're essential to your order.