iStudio FAQ

How can we help you?

We’ll be glad to assist you on any questions about our Web Store.


Can I make a reservation for newly launched products or coming soon products?

Newly launched or coming soon products are not available for reservation unless otherwise stated

When will my Pre-Orders be ready?

Should your pre-order be a ‘coming soon’ item. It will be ready for collection on the day of launch in Singapore unless otherwise mentioned.

If you have opted for ‘Standard Delivery’, your order will be processed on launch day and it will take 3-5 working days (excluding weekends and public holiday) for your item to be delivered once our delivery partner has picked up the order.

What is the reservation period for items, and where do I place my reservation request?

You may make your reservation requests directly with our iStudio Retail Stores, subject to stock availability.

Reserved items, without payment, will be held for a maximum of 3 days from the confirmation date of the reservation. For example, if a reservation is confirmed on 1st December, the product will be held until the 3rd of December and released back for sale on the 4th of December.

I attempted to place a pre-order but encountered difficulties in adding the desired model to cart.

Regrettably, the model you've chosen may be unavailable for pre-orders. You may want to explore an alternative variant or select the 'Notify Me' option to receive updates when stocks become available

What if I am unable to collect an order myself?

You may nominate someone else to collect on your behalf, we will require you to download and fill in the 'Letter of Authorisation' and your nominee will need to provide the signed copy of the letter and the web order confirmation email.


When will my customised model order be ready?

If your pre-order is for customised Mac models or Out of Stock models (if available), it may take approximately 3-6 weeks from date of order and full payment made for the order to be ready for delivery / collection.

General Enquiries

When will I receive a response when reaching out to iStudio via email or Facebook/Instagram messenger?

Our Customer Support Team operates on Mondays to Fridays (excluding Public Holidays) from 9am to 6pm. We seek your kind patience as we may experience high volume of queries from time to time.

I have emailed iStudio but did not receive any response.

Please do kindly check your spam/junk inbox folder if you may have received any email responses from us that may have been diverted there by your email provider.

Can I request for a callback instead of conversing through messenger or email?

We do apologise that we do not offer callback services, please kindly reach out to our Customer Support via email or Facebook/Instagram messenger. This is also for us to ensure that all queries are properly recorded and documented.

I've been reaching out to iStudio on WhatsApp but haven't received a response.

Unfortunately, our WhatsApp account is solely dedicated to facilitating online purchases and does not have a manned support service.

Can I request for my purchase receipt to be altered to indicate that I purchased from a different iStudio Retail Store location?

Unfortunately, we do not accommodate such amendments. All provided purchase receipts will indicate the respective store location of purchase.

I need a copy of my purchase receipt, how do I go about it?

You may reach out to our Customer Support Team with your request and we will assist you with your request accordingly. However please kindly note that we may reject requests for purchases more than 3 years ago or insufficient information provided.

Why was my order cancelled based on the reason of limitation of sale restriction?

We do regret to share that when newly launched products are limited for sale at a pre-defined quantity, iStudio reserves the rights and discretion to cancel and/or adjust your orders accordingly. We seek your kind understanding that this is in place to ensure that all patrons have the chance to purchase the respective new products with us at iStudio.

Delivery/Order Collections

When will my order be delivered?

Deliveries take approximately 3-5 business days (excluding weekends and Public Holidays) to reach you.

What if I am not at home to receive my order?

Anyone in your household may receive your delivery on your behalf.

Should you not be in when the delivery takes place, you may reschedule the next arrangement with the courier

I live outside of Singapore, can you deliver to me?

We regret to inform you that we currently only offer deliveries within Singapore. If you are an overseas patron visiting Singapore and wish to shop with us, you can place an order online and choose self-collection at one of our iStudio Retail Stores.

Is it possible to change the way my item is delivered or collected?

Online payment confirms your collection location and delivery method. Changes are not possible.

Can I submit an online order and pay for it in person at the store?

To guarantee a smooth and secure ordering process, online payments are required for all online orders.

Tax-free Purchase

I am traveling soon, is it possible to make a reservation?

You can make a reservation from any of our iStudio outlets with Traveller’s Reservation, subjected to stock availability. For more information you may visit us here.

How do I qualify for Tax-Free purchases?

You can enjoy tax-free prices when making purchases at our iStudio Terminal Stores in Singapore Changi Airport by presenting a valid boarding pass departing or transiting from Singapore on the day of purchase.

I'm a Singaporean traveller, can I enjoy tax-free purchases at iStudio in the Singapore Changi Airport?

Yes, you will only need to present your boarding pass, either departing or transiting from Singapore, to be eligible for tax-free prices when shopping with us at Singapore Changi Airport.

I'm a traveller returning to Singapore soon, can I make tax-free purchases online?

We regret to share that tax-free prices are only available at our iStudio Terminal Stores in Singapore Changi Airport when presented with a valid Boarding Pass departing/transiting from Singapore on the day of purchase in compliance with the local tax regulations.

Am I eligible for Tax Refund?

As a tourist shopping at iStudio, you are qualified for tax refunds in Singapore. On the day of purchase, when making a payment at our iStudio Retail Stores, please present your original physical passport; photocopied or digital copies will be rejected. Our Mac Retail Specialists will assist you in obtaining the eTRS slip, enabling you to file for tax refunds at the designated counters at Changi Airport before your departure.

Apple Product Enquiries

My purchase came with a mark/scratch on it. Can I exchange for a new one?

Products with cosmetic imperfections or defects are not eligible for exchange. We regret to share that iStudio and/or Apple does not provide warranty for cosmetic imperfections or defects.

My Apple device is/arrived faulty. What do I do?

You may wish to visit any of our iStudio outlets, for the respective device diagnostics and repair/replacement.

Can I purchase AppleCare+ as an individual purchase?

Unfortunately, AppleCare+ has to be purchased together with the Apple device in the same receipt. AppleCare+ is not available to be sold separately at iStudio.

I am not satisfied with the performance of my Apple product purchased, can I return it?

Unfortunately, all purchases are final and non-refundable or exchangeable.

Am I able to personalise my Apple products with engravings?

We regret to inform you that the engraving service is only available through the Apple Online Store for selected products.

Third Party Product Enquiries

My Third Party product / device is not working as intended. What should I do?

You may reach out to the iStudio Retail Store that you have made the purchase with for advisory if you are able to make an exchange in-store or if you will be required to visit the brand distributor's service centre for the respective service.

The product I've purchased comes with a lifetime warranty, why is it no longer applicable?

A lifetime warranty provides coverage throughout the product's lifespan. If the purchased product/device is no longer manufactured or distributed, the lifetime warranty will no longer be applicable for claims.

I bought the wrong gift card/digital product, can I exchange or return it?

Unfortunately all purchases are final and are non-refundable and non-exchangeable.