• Shopping Online
• Banyan Tree Gallery Privilege Card
• Promotional Code Discounts & Offers
• Processing & Shipping
• Returns & Exchanges

In what currencies are the products priced?
Our products are priced in Singapore Dollar (S$), however options are available to view the merchandise in other currencies: Euros, US dollars.
Please note that check-out/payment will be conducted in Singapore Dollars only.

How do I place an order for products?
Firstly, you need to create an account by providing us with your details. Following that, you can start selecting the products you wish to purchase. Once we confirm your order, you will be advised on the final payment amount.

Is there any way of purchasing online without registering for an account?
You are required to register an account before making online purchases. Having a registered account will help to speed up the process of your future online transactions, making it a smoother and easier shopping experience for you. Registering with us also means that you are kept up-to-date on special promotions and privileges. We assure you that the information collected is strictly confidential and utilized only to serve you better.

What forms of payment are acceptable?
Payment is welcomed with Visa, Master Card and American Express.

How safe is it for me to pay via credit card in an online transaction?
BTG uses the e-payment gateway provided by RBS WorldPay - one of the first e-commerce solutions in the world. WorldPay uses the most up-to-date technology to ensure online security and its system is trusted by banks worldwide. www.banyantreegallery.com is also SSL certified. For more information, please visit our certification site.

Why does most products have 2 prices?
Members refer to holders of the Banyan Tree Gallery Privilege Card. The card entitles you to receive an 20% discount on products, other than promotional products, consignment items, books, jewellery and CDs. For information on how to become a member to enjoy the benefits, please read our  Banyan Tree Gallery Privilege Card page for more details.

How can I place an order without going through the website?
Email or telephone orders are also available. please contact us.

How do I apply for the Banyan Tree Gallery Privilege Card?
Simply have to purchase US$150 worth of products (excluding Shipping & Handling charges) from our online shopping site in one transaction or from any of our participating Banyan Tree Gallery or affiliate outlets. Upon receiving your complete contact information, we will mail the Banyan Tree Gallery Privilege Card to you so that you may enjoy discounts for all future purchases with us.

What are the privilveges for being a BTGPC member and where can I use the benefits?
Members are entitled to 20% discounts at participating Banyan Tree Gallery, Angsana Gallery and affiliate outlets. 20% discount on web purchases at www.banyantreegallery.com & www.angsanagallery.com.
Please also note that this 20% discount is not valid for promotional products, consignment items, books, jewellery and CDs.

Why am I unable to enter my privilvge card number into my account?
It could be one of the following scenarios:
          • Your card number does not match the account holder. Please ensure that your first and last name is the same as provided during card application.
          • You may have entered your card number incorrectly, please note that it is caps-sensitive.
          • Please ensure that you have entered the code correctly in "My Accounts" page, as shown in the illustration on the right.
If you still encounter problems using your promotion code after troubleshooting, please contact us <strong><u><a href="http://www.banyantreegallery.com/contacts">here</a></u></strong>.

Why am I unable to enter my privilege card number during the check out process?
Please ensure that you registered a user account before you start browsing and shopping online. This will allow you to enter your BTGPC number into your "My Accounts" information.
Once that is done, the website will recognize your privilege and conduct discounted prices when you check out with your shopping bag items.

Why am I not able to get discounted prices on some selective items?
Please check that your item is eligible for your membership discount / offer provided. Read your card's terms & conditions, or check the message that comes with your promotion announcement for more details and information.
If the problem still persists, please contact us  for further assistance.

How does one recieve a promotional code?
Our e-newsletters and e-mailers subscribers will recieve discounts and offers from time to time, special offers are also extended to the staying guests of Banyan Tree Hotels & Resorts.

Can the Discount Coupon be used for all products in the online store?
The discount coupon applies only to certain promotional items in the online store. Please check your promotional code's unique Terms & Conditions for more details.

How do I use the Discount Coupon?
Simply enter the promotional code in the required field when making payment.

Why I am unable to enter my code to redeem the discount / offer?
It could be one of the following scenarios:
          • Your promotional code has expired. Please check your print of the code for validity period in the reading contents or under terms & conditions.
          • The item(s) in your shopping bag is not eligible for code discount / offer. Please check your print of the code for terms & conditions.
          • You may have entered your promotional code wrongly, please note that it is caps-sensitive.
          • Please ensure that you have entered the code during check out, as shown in the illustration on the right.
If you still encounter problems using your promotion code after troubleshooting, please contact us.

Why am I not able to get discounted prices on the items in my shopping bag?
Please check that your item is eligible for the code's discount / offer provided. Read the terms & conditions, or check the message that comes with your promotional code embedded in it for more details and information.
If the problem still persists, please contact us for further assistance.

Why is my order not shipped yet?
Your order is made upon check out, but subjected to further confirmation due to stock availability and shipping procedures. Please check your email for updates on your order or refer to your order status on this website in your Order History. We may contact you from time to time requiring a response in regards your order so please ensure you provide a valid email address and telephone numbers for contact purposes. If you require immediate assistance, please contact us.

When can I expect to receive the products I ordered?
It is our policy to process all orders promptly. Do allow us up to four weeks for the confirmation of your order and delivery of the products. In the circumstances of a delay, or products being unavailable, we will advise you as early as possible so that you have the option of making alternative arrangements. For local delivery within Singapore, products can be delivered within five working days. Please note that we reserve the right to verify the authenticity of cardholder information before fulfilling an order.

Why was the parcel returned back to sender?
It could be one of the following scenarios:
          • Your parcel has been rejected by your local customs/ post office due to undeclared reason(s). Please check with your local customs/post office for clarification.
          • Your parcel has up to three (3) failed delivery attempts and has exceeded the holding-period at your local customs/post office or our freight service office.
If you require immediate assistance due to the above scenarios, please <a href="http://www.banyantreegallery.com/contacts"><strong><u>contact us</u></strong></a>.

How can I request for re-shipping and what are the involving costs?
Please write to us with your order number and tracking ID of your parcel, subjected to arrangement, speed and delivery type, your cost will be advised to you in communication. Once you confirmed the re-shipping arrangement and made payment. Your parcel will be re-shipped. Please note the following conditions:
          • Reshipping cost and any related tax/custom charges will be borne by the receipient
          • Reshipping cost is payable by Visa, Mastercard or Amercian Express via billing sheet through email or fax.
          • Original shipping cost will not be refunded.
          • Banyan Tree Gallery & its affiliated outlets are not liable should the parcel be once again returned due to unforeseen circumstances.
 

Do you entertain a product return policy?
If for any reason you are dissatisfied with a purchase, we will assist you with a prompt exchange. We apologize that refunds are not applicable to web orders. Please kindly review all details provided of the purchases you are making before you make payment. Exchanges are valid for unsatisfactory or incorrect items received in your parcel. Please refer to the next answer in regards on how to process a claim/exchange.

How do I process a exchanges claim?
We adhere to strict packaging guidelines to ensure that the products reach you in the best possible condition, should it be damaged during shipping & handling, kindly send us digital photographs of the damaged product, together with your contact details. Further We will assess the damages and arrange for the delivery of a replacement within 30 business days. Claims are processed on case to case, subjective to approval.

How do I return items required for exchanges?
Please send your package via a prepaid, insured, traceable method to the appropriate address below:
Banyan Tree
211 Upper Bukit Timah Road
Singapore 588182
Singapore