FAQ (Frequently Asked Questions)
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How do I place an order?
Shopping with Jue Lian Singapore is fuss free!
1. Log on to My Account.
2. To add items to your cart, click on “Add to Bag” with your desired quantity.
3. Click on the “Bag” icon on the upper right corner, to review the items in your cart.
4. If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. Changes will take effect once you have successfully entered the code.When you’re ready to checkout your order:
5. Click on ‘Secure Checkout’ and your order summary will appear for review.
6. Fill in your preferred Shipping Address, Shipping Method and Payment Option then click on ‘Place Order’ to proceed with the payment.You will receive a confirmation email shortly after you have successfully checkout your order.
If you are experiencing difficulties, do not hesitate to contact our customer care team. Happy shopping!
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Can I cancel my order?
Once an order is processed, no cancellation of orders will be allowed. If you encounter any issues pertaining to your order, please do not hesitate to email us so that we can offer our assistance.
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How do I check the status of my order?
You can check the status of your order by logging in My Account.
You will also receive an email with the shipping status once your order is out for delivery to your shipping address.
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How do I know if my order went through?
Orders are confirmed once payment has been completed. You should receive an order email confirmation within 24hrs. You may also view your order status online via My Account.
Guest orders will not be visible under My Account. -
Is it safe and secure to shop at juelian.com.sg?
Jue Lian prides itself to provide a safe and secure shopping experience. Your personal information is kept secure and private during the entire checkout process.
Please refer to our Privacy Policy for more details here.
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Do you process orders during Public Holidays?
Our warehouse is closed during Public Holidays. Your orders will be processed on the next working day.
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Can you notify me when an “Out of stock” product is back in stock?
We know it’s disappointing when your favourite product is out of stock! You may like to be on our waiting list by clicking the ‘Waitlist Me’ button located on the product page. An email will be sent to you once the product is back instock.
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Where do your teas come from?
Our teas are mainly sourced from China, we are working hard to import more good quality tea from around the world. Drop us a message if you’d like us to import your favourite tea! We work closely with our suppliers to ensure our products adhere to the highest levels of quality and taste before they are imported.
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Any expiry for your teas?
Our teas shelf life is 2 years, best before dates are usually indicated on the package.
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How should I store the tea to keep it fresh?
We recommend storing them in airtight containers, in a cool, dark and dry environment. As tea absorbs smell from its surroundings, it’s best to keep them away from strong odours.
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Do I need to store the tea in refrigerator after opening?
It is not necessary to keep the tea in the refrigerator, especially for teas such as black tea and charcoal roasted teas. However, if you really need to store your tea in the refrigerator, we recommend you to keep them away from strong odours as tea absorbs smell from its surroundings.
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How should I brew the tea?
Please refer to the teas for their individual recommended brewing guide. You are encouraged to try out different brewing methods to find out what suits your liking best!
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Why do you use pyramid tea bags instead of normal teabags?
Our pyramid tea bags contain whole leaves, the triangular structure of the pyramid bags provides sufficient space for the teas leaves to unwind and expand properly, getting a better brew efficiently. While normal tea bags usually contain less teas and more fannings, compromises on the taste and quality of your brew.
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Any caffeine content in the tea?
Caffeine content in tea varies from 30mg to 90mg per cup (approx. 240ml). Caffeine levels are influenced by many factors, typically by the type of tea, the growing, processing and brewing methods.
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Is it safe to drink tea during pregnancy and breastfeeding?
We suggest you to consult your doctor if you have any concerns about drinking teas during pregnancy or whilst breastfeeding.
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Why are your black tea packs not vacuum packed like the oolong tea packs?
This is because the black tea leaves are in a twist shape, the tea leaves will be crushed easily if it’s vacuum packed and will in turn affect the taste of the brew.
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Do you sell your teas wholesale?
Yes, we do! Do contact us for a quotation on your wholesale order.
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Do you supply tea to cafes, restaurants or stores?
Definitely! We find joy in collaborating with partners who share our passion for good quality products. Do contact us at hello@juelian.com.sg for any collaborations or partnerships.
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Are your tea products safe and are they approved for sale in Singapore?
Yes, our tea products are 100% safe! All our teas are sent for laboratory tests in Singapore even though it’s not a mandatory requirement. Our imports comply with Singapore Food Agency (SFA)’s regulations and requirements. We also have organic certifications for our teas too!
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Do you offer product samples for your skincare range?
Yes, we do have samples for Zhuman! Please choose and check out your preferred product samples here.
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Are your skincare products safe and are they approved for sale in Singapore?
Yes, our products are 100% safe! All our products are sent for laboratory tests and for our skincare range, it adheres to GMPC standards. We also submit all our product details to HSA for classification and notifications.
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What do I do if I had an allergic reaction?
While our products are made with quality ingredients, everyone’s skin type and skin conditions may react differently to different products. It is always good for you to know your skin and the products you apply. To help you better identify potential sensitivities, the ingredients for each product are listed on the product’s pages. If allergy persist, please stop using the product immediately and consult your doctor as soon as you can.
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When is the best time of the day to take Anoectochilus Roxburghii (Jin Xian Lian)?
It is recommended to consume a sachet before breakfast. On an empty stomach, it increases the ability for your body to absorb its goodness! However, you may drink it anytime of the day. You can find more details of its benefits here.
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Can I consume Anoectochilus Roxburghii (Jin Xian Lian) when I’m pregnant or breastfeeding?
As every individual have different body constitution, we suggest you to consult your doctor before consuming it.
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Is Anoectochilus Roxburghii (Jin Xian Lian) safe and are they approved for sale in Singapore?
Yes, our products are 100% safe! All our products are sent for laboratory tests. We also submit all our product details to HSA for classification.
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What are the payment methods accepted by Jue Lian Pte Ltd?
We accept the following payment methods:
Paypal (Credit/debit card including Visa, Mastercard)
Paynow via UEN (201929070H)
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How do I pay using Paynow?
Step 1: Login to your mobile banking app. Look for the PAYNOW option.”
Step 2: If using PAYNOW, Select the “UEN” option and enter our UEN number – 201929070H. The name “Jue Lian Pte Ltd” should appear in your app.
Step 3: Enter the payment amount, and in the reference window, please enter your name and order number. So that our team can verify payments promptly.
Step 4: Please Whatsapp us a screenshot of your PAYNOW transaction to +65 8829 6008.
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I am having issues using the promo/voucher code.
Please check the terms and conditions of the voucher code regarding redemption eligibility (expiry date, exclusions, etc) and double check if it’s applicable to the items in cart.
Please note that vouchers cannot be used concurrently with other discounts/promotions unless otherwise stated.
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How long will it take to verify my payment?
All payments are usually verified within 1 working day. Do contact us at hello@juelian.com.sg if you did not receive an order confirmation email from us after 1 working day.
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What are the benefits of being a member?
Earn Points
Each purchase of an item earns you points. These points are used to offset your next purchase.
$1 spent = 1 point
Every 100 points = $1 rebateEarn Points with Product Reviews
Earn 10 points for each product review that you make. You can only leave one review per product variant, and only if you have purchased it via our website previously as a member. You will be able to use these points to offset part of your next purchase.
Check Purchase Status
All orders are processed and packed within 1 to 2 working days upon completion of payment, but if you’re worried your order has been missed out on, you can check its status in your purchase history.
Quicker Future Checkouts
Your details such as name, mobile and address are saved and these fields are automatically populated during your next checkout.
* Membership is non-transferable.
* Points accumulation is based on invoice amount, excluding shipping fees.
* Points accumulation is updated upon completion of orders. -
What are the membership levels?
Basic – Any purchase
Premium – SGD$300 within 12 months
VIP – SGD$800 within 12 monthsBasic member
10% welcome discount (1 time use)
Points accumulation $1 = 1point
Double points for birthday monthPremium member
10% welcome discount (1 time use)
Points accumulation $1 = 1.5 points
Double points for birthday month
Birthday gift voucher – 10% off*
* Applicable for one time purchase during birthday monthVIP member
10% welcome discount (1 time use)
Points accumulation $1 = 2.0 points
Double points for birthday month
Birthday gift voucher – 20% off*
* Applicable for one time purchase during birthday month -
What are the points for?
Each purchase of an item earns you points. These points are used to offset your next purchase. Every 10 points will be used to offset S$0.10 off your next purchase.
As a member, you will also be able to leave product reviews for products that you have purchased via our website as member. You will earn 10 points for each product review that you make.
Rebate points can be kept for up to 12 months, and if unused it will be subsequently forfeited. Any forfeited points will not be reinstated.
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Will my membership tier be ‘downgraded’ when I redeem my points?
Points redemption will not affect membership progress or qualification. As long as you meet the total spend required for the membership level within 12 months from the date of qualification, you will continue to enjoy your level benefits.
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How do I check my points balance?
- Log on to My Account.
- Click on membership points, you will be able to see your available points.
You may view your points balance, point activity and redemption history.
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Will my member points expire?
Your points will expire if there is no account activity within the next 12 months of your last transaction and it will be forfeited thereafter. Any forfeited points will not be reinstated.
Hence, as long as you have a spend transaction with us within the next 12 months of your last transaction, your member points will continue to accumulate.
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Will I be notified if my points are expiring soon?
Yes, you will receive an email notification 1 month before your points expiry. Reminding you to make a spend or redemption activity to your member account.
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What will happen to my points when I return an item/s?
Points will be deducted from your account when merchandise is returned.
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I am having problems logging into my account.
If you get a message stating that your email address/password is not recognise, please follow the steps below:
– Make sure you’re using the same email address and password you registered with.
– If you are unable to recall your password, click the ‘Forgot Your Password?’ link on the page. You will be prompted to enter your email address, and a link will be sent to you to create a new password for your account.If you enter your password incorrectly three times, your account will be locked for 30 minutes. You’ll need to open a new browser after 30 minutes to sign in again. If the issues persist, please contact our customer care team so that we can offer our assistance.
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Will my personal information be shared with third parties?
Jue Lian prides itself to provide a safe and secure shopping experience. Your personal information is kept secure and private during the entire checkout process.
Please refer to our Privacy Policy for more details here.
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Do you accept refunds or exchanges?
Due to the nature of our products, we do not accept refunds and exchanges.
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What if my item was damaged, incorrect or faulty?
In an unlikely event you receive an item that is damaged, incorrect, or missing item, please contact our Customer Care Team.
Please email us the following details:
– Image of Item/Parcel(s) received
– Name of Item
– Order NumberIf the item is in stock, we will arrange for a replacement. Otherwise, a refund or store credit voucher will be issued to you.
*Please do not dispose/throw away the items as they need to be returned to us for inspection.
** We regret that we are unable to offer refund / exchange for items damaged during shipment.
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Why was my product review rejected?
This could be due to one or more of the following reasons:
– Review was about your shopping experience and not about a particular product. For feedback of your shopping experience, please contact our customer care team.
– Review included discriminatory or inappropriate language.
– Review included personal information such as but not limited to, email addresses, contact numbers, addresses, personal URLs.
– Review included advertising, promotional campaigns and/or references to other products on a website other than Jue Lian.
– Review included comments on reviews made by another person or on another website. -
Do I earn points for reviewing products?
Yes! Tell us what you love (or dislike) about a product to earn 10 points!
Points will be credited within 48 hours of your review’s approval. You can only place a review the products you purchased online.
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How can I unsubscribe from e-newsletter?
All our newsletters offer the option (at the bottom) to unsubscribe to future emails. Alternatively, please email us at hello@juelian.com.sg to let us know your preference.
Still have questions?
Cannot find an answer your question in our FAQ?
Contact us today and we’ll be glad to help!