FAQs

FOOD AND PRODUCTS

 

Where are your products from?

Our products are grown and produced all over the world, but as much as possible, we try to source produce from close to home. You can find all the information on product origins listed on our bins in store and on our website.


Are all of your products organic?

Not all of our products are certified organic, but we’ll be sure to let you know if they are!


I have severe food allergies. Can I guarantee your products are safe?

Although we take extreme care to separate and and refill our products with clean scoops, we cannot guarantee the products we offer do not contain allergens, traces of allergens or bi-products of the following: peanuts, nuts, tree nuts, sesame seeds, seeds, soybeans and soy products, egg, pollen and bee products, preservatives, gluten and cereals containing gluten, wheat, rye, barley oats, spelt, dairy, fish, crustacea, and other products that may behave as allergens to certain people.

Even with strict protocols, cross contamination can still occur through airborne particles in the stores.


How long can I keep the products for?

All the best before dates of our products are listed on the bin or jar labels. As long as they are stored in an air-tight container and in a cool, dry place, they should last until then.


How do I keep my products fresh?

If you’ve been in Singapore for long enough, you’ll know that humidity is not food’s best friend. Make sure to transfer your products into air-tight containers when you get home and store them in a cool, dry place.


We recommend keeping chocolates in the fridge and letting them thaw at room temperature just before consumption.


Spices do well in the freezer - where there is less moisture - to avoid clumping.


Keep your oils and sweeteners like maple syrup in the fridge for optimal freshness and nutritional value.


What is the date written on the nut butters?

Our nut butters are freshly ground in store. The date written on the jar indicates the date the nut butter was made. You can keep your nut butters at room temperature for 2 months from this date, or 4 months when stored in the fridge.

 

 

IN STORE

 

Can I bring my own jars to refill?

Absolutely! We encourage everyone to bring their own jars and containers to shop whenever possible. Simply weigh your vessel at the weighing stations before filling and we’ll take the weight off at checkout. 

If you’re refilling your cooking liquids and sweeteners, we recommend bringing in a clean, dry bottle to avoid mold growth.


Can I bring plastic containers to refill?

We don’t discriminate against the types of containers you bring in. We love the fact that you’re reusing your plastic containers instead of throwing them away!


What if I forgot to bring my own containers?

Not to worry - we have paper bags of all sizes ready for you to fill! Just remember to transfer your products to air-tight containers when you get home to keep them fresh.


Is there a minimum amount I have to purchase?

Take as little or as much as you need. Even though our prices are listed per 100g, we’ll just prorate this depending on however much you wish to buy. As long as it registers on the scale, you’re good to go!


Can I return and get a refund on the food I purchased?

We do not accept returns on any food items purchased from our store. If a food item is damaged, inedible, missing, or similar - we can look to refund you on a case-by-case basis. A receipt of purchase within 24 hours will always be required.


How does the rewards program work?

Our rewards program is free to join! For every purchase you make in store or online, 5% of that purchase will get credited back into your account for you to use on your future purchases. Your points never expire and are redeemable in all our physical stores and online.

 

ONLINE STORE

How will my order be delivered?

All our products are packed fresh for you in compostable paper bags with a cornstarch-based window.


How long will my order take to arrive?

You’ll be able to choose your preferred delivery date when you checkout. Should there be any changes to your order, we’ll make sure to contact you beforehand.


What happens if I’m not home when my order is delivered?

If you don’t include any delivery instructions at checkout and are not home when your order is delivered or you do not answer the door, our delivery driver will take your delivery to your nearest store for pick up. Any requests for redelivery will be subject to the standard delivery fee of $10.


Please note that we are unable to take any responsibility for the loss or damage of your delivery and once your goods have been delivered to your address. This includes if you advise us to leave the delivery at your property unattended.


Can I order online and pick up in store?

You sure can! Simply click the “Self pick up” option at checkout and choose your preferred store. We’ll send you a text when your order is ready for collection.


What happens if I buy something that is out of stock?

We try our best to ensure our stock levels are up to date on our website, however on occasion discrepancies may occur. If something is out of stock we will notify you immediately. You will have the option to choose between a refund for the out of stock item or it to be replaced with an alternative product.


Can I change or add something to my order?

If you need to make an edit to your order, please contact us as soon as possible at info@kilogramme.com.sg. We will try to make arrangements depending on whether or not the order has already been packed and sorted for dispatch. 


What do I do if an item is missing from my order?

Please email us at info@kilogramme.com.sg or send us a message on WhatsApp at +65 8784 7363 and we’ll arrange a refund, store credit, or send the missing item on our next available delivery slot.


Can I return/get a refund on my order?

For hygiene purposes, we cannot accept returns on any orders. We will only process refunds if products were delivered damaged or inedible, or if there was an item missing - this will only be done on a case-by-case basis.


How do I check how many rewards points I have?

Simply log in to your membership account at the top right corner of our website using your registered email address and password.

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