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OTHER FREQUENTLY ASKED QUESTIONS

PAYMENT/DELIVERY CHARGES RELATED QUESTIONS

1.What are the payment methods accepted?

For online purchase: We accept credit/debit cards and eNETS.
For in-store purchase: We accept cash, NETS and PayNow.
We do not accept CDA for payment.

2. What are the delivery charges for ordering uniforms/textbooks*?

For MyFirstSkool (MFS): Free delivery if your bill is above $80.00. A $5.00 delivery charge will be applicable if your order is below $80.00.

For MY World Pre-school, Primary & Secondary School uniforms: A flat rate delivery charge of $6.00 is applicable regardless of the amount spent.

*Sale of textbooks via our website is only open during the year-end (November-December), flat rate delivery charge of $10.00 is applicable regardless of amount spent.

3. I am a few dollars or cents away from meeting the minimum spending for free delivery. Can you waive the delivery fees please?

We apologize that we are unable to do so as the delivery fee goes directly to logistic partners that we partner with to fulfil your order delivery. If you do not wish to pay for delivery fee as your order is below the minimum spending amount, you may consider walk-in purchase at our showroom during our operating hours.

4. I have made payment and the bank has sent me email/SMS saying that the transaction went through successfully. However, I am unable to see the transaction being reflected in my Asencio account history. What do I do?

Please allow our system some time to reflect the payment status. Most transactions will be reflected in your account within several hours after you have successfully made the payment and in some cases, it may take up to 2 working days. If you still do not see the order in your Asencio account history after 2 working days, please drop us an email with proof of transaction that the payment was successfully made and we will check for you.

5. Can I cancel/amend my order after making payment?

No order cancellations, refunds nor amendments allowed.

SIZE-RELATED QUESTIONS
  1. How do I view the size chart for MyFirstSkool (MFS) and/or MY World uniforms?You would need an account with us to view the size chart. After logging into your account, click on the image of the item that you wish to purchase e.g. Unisex Polo T-shirt, and you’ll be able to view the size chart from there.
  2. My child is n CM tall/ n KG/ n years old, what size would you recommend I get for my child?We are unable to advise on the recommended sizes for your child as people comes in different sizes at different age. You can refer to the size chart on our website as a guide, or you may bring your child (or t-shirt + shorts that they are wearing comfortably now if you are unable to bring your child) to our showroom to try on or compare against our samples on display. All our measurements are in inches.
  3. How should I measure my child to purchase uniforms?*ALL MEASUREMENTS ARE IN INCHES*For My First Skool/MY World Preschool:
    • T-shirt: measure chest circumference
    • Skorts/Shorts/Long pants: measure waist circumference
    • Cardigan (My First Skool only): shoulder-to-shoulder

    Primary/Secondary School:

    • For uniform shirt: measure shoulder-to-shoulder
    • For T-shirt/blouse/pinafore: measure chest circumference
    • For skirt/short pants/long pants/PE shorts: measure waist circumference
DELIVERY-RELATED QUESTIONS
  1. Do you provide deliveries to schools/child care centres?We do not provide deliveries to schools/child care centres. In the event that a school/child care centre’s address is provided as the delivery address, we will attempt to contact the customer via phone call and email address to request for a valid residential/office address. If there is no response from the customer, the order will not be processed.

    *For End-Of-Year Uniform and Textbook sales: You will need to strictly follow the dates listed on your booklist to collect your items if you have opted for self-collection of primary/secondary school uniforms and textbooks.

  2. Can I place an order and opt for self-collection in your showroom because I need it urgently?We do not provide self-collection. All orders placed online will be delivered to the address provided by customer within 7-10 working days from the day the order was placed and paid for successfully.For urgent orders due to children starting school/last minute notice given by school etc., please walk-in to our showroom to purchase the items directly. You may use the live chat on our website to check on stock availability before making your way down.
  3. How long does it take for my order to reach me?Your order should reach you within 7-10 working days upon successful payment verification from our end (excluding weekends and public holidays), unless otherwise stated on our website’s home page.
  4. I have accidentally provided an incorrect address/unit number/postal code/contact number. What do I do?
    Please inform us immediately via email/live chat with your order details during our operating hours and we will amend your details before dispatching your order. If your order has already been dispatched, we regret that we will not be able to amend delivery details. The courier company would notify us (Asencio and you, the customer) of the incorrect address details. Please respond to their email/SMS within 2 working days before the parcel gets returned to us. If the parcel has been returned to us, we will send an email to notify you and you may then proceed to our showroom to collect your parcel during our operating hours.Delivery fee WILL NOT be refunded if incorrect details were wrongly provided by the customer.Redelivery fee will be applicable should customer request for the parcel to be resent in the event that the parcel was returned to us due to incorrect details provided by the customer.

    Additionally, please update your profile with the correct details and check through your details before you cart out each time to prevent unnecessary delay in delivery of your parcel.

  5. Can I choose my preferred delivery date and time?No, you are unable to choose your preferred delivery date and time. Our courier partner delivers between 9am-10pm from Monday – Saturday. There will be no deliveries on Sundays and Public Holidays.
  6. What if no one is at home on the day of delivery?Our courier partner would SMS you on the day of delivery. If no one is at home, you can provide the delivery driver the 3 digit code in the SMS sent to you to leave the parcel outside of your unit (shoe cabinet/riser/gate) at your own risk. Alternatively, you may reschedule the delivery with the courier company.
  7. How many re-delivery attempts will there be in case of failed delivery?Our courier partner would provide 2 free RE-DELIVERY service after the initial failed delivery. After which, the parcel will be returned to us. Should your parcel be returned to us, we will contact you to pick up your parcel directly at our showroom. In the event that you are not contactable, we will cancel and refund your order.
  8. My child will be starting school soon, could you please expedite the delivery for me?We are unable to expedite delivery for any order as orders are dispatched in sequential order. If you need the uniforms urgently, we strongly recommend you to walk-in to our showroom during our operating hours to purchase the uniforms on the spot.
ORDER-RELATED QUESTIONS
  1. I just placed an order and realised that I’ve forgotten to add in an item/some items. Can you help me to add in the item(s) before you dispatch my order?We are sorry that we’re unable to make changes or add on item(s) to your order once the payment has been confirmed. This is to ensure that orders can be packed correctly and dispatched immediately. Kindly review your order before making payment.
  2. I just placed an order and realised that I’ve selected the wrong size. Can you change the size for me before you dispatch my order?We are sorry that we’re unable to make changes to your order once the payment has been confirmed. This is to ensure that orders can be packed correctly and dispatched immediately. Kindly review your order before making payment.
  3. Which school’s uniforms are available to be purchased online for home delivery?Please refer to our home page under “Online purchase for school uniform (HOME DELIVERY ONLY)”. For other schools that are not listed, you may proceed to the school’s bookshop to purchase the uniforms directly.
FACE MASK-RELATED QUESTIONS
  1. I do not like the design/color of the mask. Can I exchange it for other design/color? It is still in its original condition and not worn before.Unfortunately due to hygiene reasons and to be fair to other customers as the masks were given out in random, we apologize that we will not be able to exchange the masks.
PRODUCTS/EXCHANGE/MISSING ITEMS-RELATED QUESTIONS
  1. I have received my order but the sizes do not fit my child. Can I do an exchange?To qualify for an exchange, the following criteria must be met:
    – Uniforms must be in its original packaging;
    – Uniforms must be unworn, unstained, unaltered and unwashed (Uniforms would be considered as washed (soaking in water and putting in the dryer)Failing to meet the above criteria would result in your uniforms being rejected for an exchange.An exchange can be done only ONCE per Invoice, within 7 calendar days from receiving your order. It can be done in one of the two ways mentioned below:

    (i) By walking into our showroom: Please quote your Invoice number and bring along the exchange form.
    (ii) By post: We strongly recommend our customers to use traceable postage services (e.g. SmartPac/Registered Mail) to send the uniforms back to us for exchange. Please remember to fill up your details on the exchange form* and include it in your return parcel. Postage fee will be borne by the customer for mailing the uniforms to us. Upon receiving the parcel, we will follow the sizes and quantity indicated on the exchange form to process the exchange. The entire process takes around 1-2 weeks.

    *If no exchange form was given in your parcel, please email us with your invoice number and we will email you a soft-copy of the exchange form.

  2. I received a wrong product/defective product/have a missing item from my parcel. What should I do? For the wrong product/defective product received:Please contact us via email within 7 calendar days from receiving your order and provide us with the following information:
    i. Your Invoice number
    ii. The product you have ordered
    iii. The product that you received
    iv. Photograph of the product you receivedFor missing item from your parcel:Please contact us via email within 7 calendar days from receiving your order and provide us with the following information:
    i. Your Invoice number
    ii. Details of the missing item (item name, size and quantity)
    We will get in touch with you at our soonest to advise you on the next course of action.
  3. Why are the uniforms discolored/mouldy after washing? Can I exchange?The uniforms can become discolored/mouldy if they are washed or treated improperly. Users should follow the washing instructions label on the t-shirt.The uniforms should be:
    ✔ washed with similar colors and turned inside-out,
    ✔ machine wash cold,
    ✔ tumble dry at low heat,
    ✔ ironed inside-out,
    ✔ fully dry before keeping into your cupboard.

    Please do not:
    ✘ soak the uniforms,
    ✘ use bleach nor fabric softeners,
    ✘ pile clothes while damp.

    We do not provide exchanges for uniforms caused by rough-handling or normal wear and tear.

MISCELLANEOUS
  1. When is the live chat available?Our live chat is available only on weekdays 9am-6pm. Outside of these hours, any messages left in the live chat will be responded via email (if you provided your contact details in the form) within the next 1-2 working days.
  2. I have a question that is not answered here.You can drop us an email and we will get back to you as soon as practicable.