FAQs

Top FAQs


Is there a minimum order?

No, there is no minimum order on our site. However, there is a minimum spend in order to qualify for free delivery. A delivery fee of $6 applies for orders below S$80. For more information, please refer to the Delivery & Shipping section.

I'm not sure if my order has been processed. How do I check?

If your order is successfully processed, you will receive a confirmation email. Be sure to check your junk/spam folders and add us to your whitelist so that you do not miss out any important emails concerning your order.

Alternatively, log in to your account on our store to check your order history.

Are the online store prices the same as those at the Sennheiser Brand Store and authorised resellers?

Yes. However, there may be certain online exclusive items or promotions which will not be available at the Sennheiser Brand Store.

Will I receive the same product that I see in the photos?

Yes, you will. However, due to discrepancies in photography and device resolution, please note that pictures on the site may not be true to colour. Our products may also ship with different components than those stated or pictured.

What should I do if I receive an incorrect item?

If you have received an item that you did not order, please contact us at sg.online@sennheiser.com.

 

General


Creating an account

Creating an account is simple. You can click on this link to set up an account or create one upon checkout. With an account, you will be able to check on your order details, history, and also receive special rewards or promotions from Sennheiser.

How to order

Shopping with us at Sennheiser is very easy. Simply follow these steps:

  • View the products you are interested in.
  • Click on the product image to zoom in and see every detail, specifications, reviews and price.
  • Select an item and add it to your basket. You can then choose to continue shopping or proceed to checkout.
  • Choose a delivery date and timeslot
  • Select a payment method
  • Complete your order
  • You will receive an email notification confirming your order

Order confirmation

Once your order is submitted, we will send you an order confirmation email with:

  • Your order number
  • Items ordered
  • Your chosen delivery date and time

Out-of-stock products

If an item is out of stock, we will try to restock it as soon as possible. Products which are no longer available will be removed from the website.

 

Payments


Payment options

We accept electronic payment by all major debit and credit cards (MasterCard, Visa, American Express, Diners, etc) and PayPal.

We are currently working at making Apple pay and Android pay available to our online store. Please look out for the availability of these payment methods in the near future.

Payment security

It is completely safe to use your credit card on our site. All data are transmitted via encryption. For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the back of your care that serves as a security measure during electronic commerce transactions.

How to use a voucher code

To use a voucher code, simply follow the following steps:

  • Go to Checkout by clicking on 'View Cart'
  • Select a delivery timing and click on 'Checkout'
  • Fill in all required information
  • In the Discount section, key in your voucher code and click on 'Apply'

Only one voucher code can be used per order. If you have more than one voucher, you may use them for your next purchase!

Voucher code restrictions

Voucher codes are non-refundable and non-exchangeable for cash. No replacement vouchers will be issued for refunded items which have been paid for with vouchers.

Unable to use voucher code

If you are unable to use a voucher code, please contact us at sg.online@sennheiser.com.

 

Delivery & Shipping


Track your order

You may check the status of your order in your account. An SMS with your delivery details will be sent to your registered mobile number on the date of the scheduled delivery.

 

Delivery times

All deliveries are made on Mondays to Saturdays. There are 3 time slots available: 9am to 2pm, 2pm to 6pm and 6pm to 10pm.

Orders submitted before 12.30pm on Mondays to Fridays qualify for next day delivery.

Shipping fees

All orders above S$80 qualify for free local shipping. Otherwise, a delivery fee of S$6 applies.

Order dispatch

Orders are usually processed within 1 - 2 working days and made available for delivery the next delivery date. To get your exact date of delivery, please use the delivery booking on the Cart page.

For orders submitted on Saturdays or Sundays, the earliest delivery slot available will be the following Tuesday.

Late delivery

Occasionally, severe weather conditions such as heavy rain can cause delays due to traffic or concern for the safety of our delivery agents. If this happens, we promise to keep you informed and ensure that your order reaches you as soon as possible.

Reschedule delivery time slot

If your delivery is scheduled for the next delivery date, we are not able to amend your delivery time. For all other time slots, kindly contact us at sg.online@sennheiser.com to amend your time slot.

Missed delivery

Please ensure that someone is available to sign for the delivered package. If our delivery agents are unable to successfully deliver your package, they will be in touch to assist with the rescheduling of your delivery.

If you missed a delivery and did not receive any notification from our delivery agents within 24 hours, please contact us at sg.online@sennheiser.com for assistance.

A redelivery fee of S$12 will be charged if our delivery agents are unable to successfully deliver your package on the second try. The fee must be paid in cash to the delivery agent upon receipt of your package. 

Remote/restricted delivery zones

Sennheiser aims to deliver to as many locations as we can. However, due to restrictions and limitations, we reserve the right not to deliver to areas that are remote or requires security clearance, safety briefing or donning of safety gears.

An example of remote/restricted areas include, but are not limited to:
- Alps Avenue
- Changi and Seletar Airports
- Changi Cargo Complex/Ferry Terminal
- Airport link
- Jurong Island
- Lim Chu Kang
- MID Bases
- Off-shore Islands (Including Sentosa, Pulau Ubin, etc)
- Senoko
- Sembawang Park
- Singapore Prison Quarters
- Tanah Merah Ferry Terminal
- Tuas View Extension

On a case by case basis, we may accept delivery to such locations at an additional surcharge. You will still be able to enter your preferred delivery address upon checkout and successfully place your order.

Upon receipt of your order, our customer service team will be in touch with a quote on the delivery surcharge. All surcharges are to be paid by the customer in cash upon receipt of your package.

International delivery

The Sennheiser Online Store currently delivers within Singapore only.

Self pick-up

Self pick-up at our Sennheiser Brand Store is not available at the moment.

 

Exchanges & returns


Order cancellation policy

No order cancellation will be accepted once payment has been processed. Should you decide to return the products due to a wrong model purchased, you may refer to our return policy below.

Product return policy

At Sennheiser, we value our customer relationships. Hence, we are offering a 7 day money-back satisfaction guarantee Return Policy on all unopened products. Please refer to our full return policy for more information.

Returning an item

We will only accept returns of items that are in the original product box, unopened and not damaged within 7 days from the scheduled delivery date.

Returns can be dropped off at the Sennheiser Brand Store at Marina Square #03-123 between 11am to 9pm daily. A printed copy of your original order confirmation letter must be produced for the return.

Alternatively, you may return your items by postage to our corporate office and address it to the "Sennheiser Online Store Team". 

Sennheiser Electronic Asia Pte Ltd 
438B Alexandra Road,
Alexandra Technopark, #01-06/08,
Singapore 119968

Postage costs for the returns are to be borne by the customer.

The return will only be refunded into the user’s account as credits on the Sennheiser online store.

Receiving a refund

Once your return has been approved, you will receive a confirmation email. All refunds will be credited into the customer's account as online store credits. 

Faulty items

All Sennheiser has gone through quality manufacturing and rigorous testing to ensure they are in perfect condition. In the rare event of receiving a faulty item, please contact our customer service at sg.online@sennheiser.com or you can visit our service center at 438B Alexandra Road, Alexandra Technopark, #01-08, Singapore 119968. More information on our service and warranty policies can be found here.

 

Warranty


Warranty info

Original Sennheiser products purchased through our authorised channels are covered by a 24-month international warranty. More information about our standard service and warranty policies can be found here.

Service an item

Should your Sennheiser product require servicing, you may visit our Service Center at 438B Alexandra Road, Alexandra Technopark, #01-08, Singapore 119968. Our Service Center is open on Mondays to Fridays, 9am - 6pm (closed on weekends and public holidays).

Please bring along your delivery note as proof of purchase along with the box packaging of your product for the warranty claim.

 

Contact us


Customer service

If you would like to get in touch with a member of the Sennheiser customer service team, you are welcome to reach out to us at sg.online@sennheiser.com.

Our friendly customer service officers will attend to your query as soon as they can.