Frequently Asked Questions

To facilitate the submission of order, it is highly recommended to have the following information ready.

– Once Upon A Time Account’s Email Address – Please register an account if you do not have one.
– Billing Name and Contact Number
– Shipping Name and Contact Number (if different from Billing)
– Shipping Address
– Printed Message Card (Optional)

Kindly note that we do not make any changes to your message, including spelling errors. We will however remove content that contains abusive, offensive, racist, harassing or threatening content, personal attacks of any kind, or offensive terms that target specific individuals or groups. Misleading messages such as “From Jeanette Aw” will also be removed. No autograph is included.

Please check carefully before submitting.

Each order is for one delivery date only. Merging of orders for delivery is strictly not allowed. The delivery fee is charged per order.

If you wish to purchase for other dates, please place separate orders.

The menu will be updated on our website together with the announcement of the form opening date. The date and time of the opening of registration form will be published on the product listing(s) that we are offering in the next preorder.

Kindly note that the menu is subject to changes at our sole discretion.

Yes. Please drop us an email at hello@onceuponatime.sg for further discussion.

For online orders, we accept Visa, MasterCard and American Express credit/debit card payments only.

Once your order has been successfully paid, you will receive an email via Jotform.

A separate email titled “Order Confirmation” from hello@onceuponatime.sg will be sent to you within the next 24 hours. Subsequently, your order details will also be available on your Account Dashboard on our website. All confirmed orders are marked as ‘Processing’.

If you do not receive the Order Confirmation email, please check your spam/junk mail folder or Promotions tab.

You may add hello@onceuponatime.sg to your email safe senders list.

A failed order is due to payment errors such as, incorrect card information, or rejection by your bank. You will be prompted with error messages.

All orders are non-refundable and non-amendable. Please ensure that all order details are accurate before placing your order.

We accept orders through our website only.

Unfortunately, we do not take in customization.

Please note that our kitchen handles allergens such as dairy, eggs, nuts and alcohol.

We will take care to highlight the addition of nuts and alcohol in our products so that those with allergies will be aware. Kindly refer to the individual product description for more information.

For specific allergen-related questions, please email us at hello@onceuponatime.sg.

We are not halal certified. We do not use pork or lard either and we use fish gelatine in products that require it.

To facilitate a smooth collection, please present your Order Confirmation email in our shop.
Kindly verify and check your order to be correct and in good condition before leaving the shop.

For local delivery, we engage third-party delivery service and the delivery fee is a flat rate of $15 per location. A surcharge of $10 is applicable for delivery to Marina Bay Sands, Sentosa and Tuas. There is only one time slot available – 11am to 3pm.

We deliver to most locations in Singapore except for some restricted areas. The list of restricted areas includes, but not limited to:.
1) All offshore islands
2) Turf Club Avenue
3) Jurong Island
4) PSA Ports
5) Army Camps
6) Shipyards
7) Airlines and Cargo areas such as Airline Road, Airport Cargo Road, ALPS Ave, Airport Boulevard
8) Checkpoints
9) Construction Sites

We are unable to accommodate specific delivery time requests at the moment.

All deliveries will be made any time between the stipulated time range and we are unable to advise or guarantee arrival at a specific time.

If the recipient is not at the delivery address upon arrival, the order will be left outside the door. Please ensure that there is someone at the delivery address to receive the order during the selected date and time slot.

For condominium delivery, if we are unable to go up to the unit, we will give the recipient a call. However, if the recipient is unreachable after our call attempts, your order will be deemed to be forfeited. There will be no replacements, cancellations and refunds. Kindly ensure that the recipient is contactable during the selected time slot.

We will not be held responsible or liable in any way for any claims, damages, losses, expenses, costs or liabilities whatsoever resulting or arising from the above situations.

Any amendment requests to delivery address will have to be made at least 48 hours in advance.
Please drop us an email at hello@onceuponatime.sg with your order number.

For any urgent request within 24 hours, we will review on a case-by-case basis. Additional charges may be incurred as stipulated by our third-party delivery service, at the customer’s expense. Strictly no replacements and refunds will be entertained.

Any changes to delivery location is subject to availability.

Please note that amendment requests made through phone calls and other platforms will not be entertained.

Please email us at hello@onceuponatime.sg with your order number and an image of the wrong order received on the same day of delivery. Our team will assist you.