Customer Support

We encourage you to register an account with us to enjoy benefits such as:

• Personalised shopping experience 
• Comprehensive Account Management features such as —
  • Store multiple shipping addresses without having to re-enter your information every time you shop with us
  • Order status tracking
  • Order history access
  • Easy and quick access to our Customer Service team
• Registering for an account also enrols you into our Membership Program, allowing you to earn points as you shop online at the Creative Store. These points can later be used to offset your future purchases with us. Some of the other Membership Program benefits include:
  • Early access to sale
  • Exclusive member discounts
  • Attractive referral rewards

Learn more about our Membership Program.

All orders are dispatched from Netherlands and are shipped by our appointed couriers. Depending on the time of order, the average processing time prior to shipment is 1-2 business days for in-stock items.

This has been factored into the “Estimated Delivery Date” displayed throughout your Checkout process. A shipping notification containing the tracking link and a better estimate of the delivery date will be emailed to you once your order has left our warehouse. In the rare occurrence should your delivery be revised to a later date, we will contact you via email.

Please take note that some orders may be flagged for further verification. Depending on the customer's response time for individual cases, the Estimated Delivery Dates for these orders may be subjected to delays.

• You are not signed in.
  Some Promo Codes are registered to specific email addresses. When you attempt to apply such a Promo Code, a “Sign In/Register” prompt will appear. You are required to use that specific email address to sign in or register for an account in order to activate the Promo Code discount.
• The Promo Code is not registered to you.
  If you received the Promo Code from Creative Newsletters, please ensure that you have signed in or registered using the same email address as you've used for the newsletter subscription.
• The Promo Code is not applicable on the products in your Cart.
  Promo Codes may be applicable to selected products. To view the full list of eligible products associated with that Promo Code, click on “Promo Code Details” in the Promo Code section. Clearance, refurbished or bundled offers are usually excluded from Promo Codes.
• The Promo Code has already been used, or has expired, and is no longer valid.
  Some Promo Codes may be applicable for a single use, or a single unit, or has passed its validity date. Once these Promo Codes have been used or have expired, it is not applicable on future orders.
• An invalid Promo Code has been entered.
  Please ensure that you have entered the Promo Code correctly. Promo Codes may be a mixture of alphabets and numbers, resulting in similar characters being misread. For example: Alphabet “O” vs. number “0”, alphabet “I” vs. number “1”.
• Your Cart does not fulfil the minimum order amount required.
  Some Promo Codes are applicable on orders above a certain order amount. If you remove items in your Cart after applying the Promo Code, your Promo Code discount may be removed automatically if it falls below the minimum spend required.

Refer to Payment > “My payment attempt results in a “Transaction Declined” error. What can I do?”

Upon the completion of your order, an order confirmation page containing a unique order number and your order details will be displayed. A copy of this will also be sent to you via email.

Your mail provider may filter such email correspondences to a separate folder, or have it moved to the Spam folder by default. If you still do not receive your order confirmation, please contact us for assistance.

You may be able to amend the order by contacting us as long as the order has not been processed.

Due to the time sensitiveness of this request, the best way to ensure your order is rectified in time is to self-cancel your order and place a brand new order again.

This option is only available before your order has been processed. After which, we are unable to cancel it or make further changes to it on your behalf. You have the option of returning the product back to us within 30 days of purchase. Please refer to “What's your return policy for orders placed with the Creative Store?”.

Orders that have not been processed may be cancelled without any penalty.

You may do so by initiating an order cancellation request. If the order is still open for cancellation, the system will proceed to cancel the order on your behalf and an automated email will be sent to you as a confirmation. If the order is no longer eligible for cancellation, a message will be displayed to inform you of this.

The transaction will be reversed through the payment mode which you had originally used. Please take note that your bank/card issuer may hold the order amount temporarily while this reversal is being processed. For further enquiries on this, contact your bank or card issuer.

Once an order is processed or shipped, we are unable to cancel your order. You have the option of returning the product back to us within 30 days of purchase. Please refer to “What's your return policy for orders placed with the Creative Store?”

• If you have an account with us, sign in and file a “Received Damaged/Wrong Items” case with us. You'll need to select your order number and provide us with details of your complaint in order for us to expedite your case resolution.
• If you don't have an account with us, please contact us for assistance. We will require your order details and the email address used for the order.

• Sign into your account and your complete order history will be displayed in a descending order. Navigate to the specific order if you would like to view more details regarding the order status.
• If you don't have an account with us, please contact us for assistance. We will require your order number and the email address used for the order.