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FAQ (Frequently-Asked Questions)

1. Account, Login and Student ID

1.1 I can't log in.

  • Log in with your registered email and password, not your Student ID. Check that both are correct; use Show Password to verify. If it still fails, email us your name, registered email and phone number so we can check.

1.2 I forgot my password.

  • Click Forgot Password and enter your registered email. Open the link in the email you receive and set a new password. If no email arrives, check your Spam/Junk folder or contact us.

1.3 My child is a new student. How do I get the Student ID and create an account?

  • Get your child's Student ID from the Centre first. The new format is 1 letter followed by 8 digits, e.g. A20260123. Then click Create Account, choose Student Account (not Public Account), enter the Student ID in the correct A/C/Z field and click Save. DAPL cannot look up new Student IDs for you.

1.4 My child is an existing student. Do I need to change the Student ID myself?

  • No. The system converts existing students' IDs automatically by 31 October 2026. If the package does not show after that date, contact your Centre or us.

1.5 I have more than one child. Can I use one account?

  • Yes. Enter all your children's Student IDs in one account, separated by commas. One account makes orders easier to track and avoids separate delivery charges.

1.6 Why is my child's Student ID not recognised?

  • The Student ID must match the school record and the student must be active. Students who have not re-registered with their Centre will not be recognised. Check that the ID is in the correct A/C/Z field and saved. If it is still not recognised, contact your Centre.

2. Student Packages, Cart & New 2027 Titles

2.1 Why is my child's student package not showing?

  • 2027 packages are active from 1 October 2026. Make sure you chose Student Account and the Student ID is in the correct field. If the package still does not show, contact us with the student's name, Student ID and programme.

2.2 Do I have to buy every items in my cart?

  • No. There are no compulsory items in the 2027 Student Packages. From 15 October 2026, all items in the package will be unchecked by default. Please tick the items you require before adding them to your cart. We recommend buying through the package to avoid the wrong book, level or language. Individual books can be found with the search bar on the main page.

2.3 Why are old or duplicate items in my cart?

  • Items from a past purchase may still be in your cart, and items can double up if you use the Back button while shopping. Before a new purchase, click Clear Cart first, then add items through the Student Package. Do not change quantities manually, as this can make checkout fail. Each Student ID can buy one package only.

2.4 There are books in the package I don't recognise. Are they correct?

  • Yes, if the book is in your child's Student Package, it is the correct book list. New and updated books for 2027:
    • KBR books – the textbook and workbook are now combined in one book (text at the front, exercises at the back), $8.90 per title.
    • Mustalah Hadith – a new title for Diploma students of Andalus, Cordova and Al-Zuhri, $19.70.
    • Exercise books – now the same for Andalus and Cordova.
  • Removed from 2027 packages (Andalus KBR & KBM 1–4): Al-Quran Perkata (A5) is replaced by Juz Amma Perkata, which is also used for KBK, and the Al-Mawrid Pocket Dictionary (2022 edition) is no longer included. Both can still be bought individually on DIMS while stocks last. If your child already has the Al-Quran Perkata, you do not need to buy the Juz Amma Perkata.

2.5 How do I buy Prasekolah books? Do I buy Semester 2 seperately?

  • Prasekolah books are sold per title at $7.50 each. For 2026/2027, Semester 1 books (Aqidah, Akhlak, Intelektual, Jasmani) can be bought now. Semester 2 books (Perhubungan, Kehidupan, Alam Sekitar) are ordered separately once available, with a second delivery charge. They will be available for purchase about 4–6 weeks before Semester 2 starts; the date will be announced through the Centre. From next year, all seven titles will be available during book purchases.

2.6 E-learning, e-portal and LPPI fees are not in the package. How do I pay them?

  • From 2027 these fees are no longer paid on DIMS. They are collected directly by the Centre, which will tell you how to pay.

3. Order and Payment

3.1 How do I place an order?

  • Please refer to the Purchase Guide for step-by-step instructions on how to place an order.

3.2 Can I make a walk-in purchase or pay directly via PayNow or bank transfer?

  • All purchases must be made online at shop.darulandalus.com. Walk-in purchases are not available at our learning centres or warehouse. Payments must be made through the website checkout, as we do not accept direct PayNow transfers or bank transfers to our company account. If you need assistance with online purchases, the staff at your child's learning centre can help you.

3.3 I forgot to add a book or uniform to my order. Can I add it to my existing order to avoid paying delivery charges twice?

  • We apologise, but items cannot be added to an existing order, and separate orders cannot be combined.
  • Please place a second order through our website, and delivery charges will apply to the second order. Our delivery charges are based on the weight of the order.

3.4 I do not have PayNow or a PayPal account. Are there other payment options? Can I use Apple Pay?

  • Currently, we accept payments via PayNow and PayPal only. You do not need a PayPal account to make payment. Simply select PayPal at checkout and pay using your debit or credit card.
  • Apple Pay and Google Pay are not available at the moment, but we are working on introducing additional payment options.

3.5 I accidentally placed the same order twice. Can I get a refund?

  • Orders will be processed as submitted. For duplicate orders placed by customers, we offer exchanges rather than refunds. Please refer to our Exchange, Return & Refund Policy for further details.
  • If the duplicate order occurred due to a system issue on our end (for example, a “Payment Failed” message was displayed even though the payment was successful), please email both order numbers and proof of payment to dapl-sales@darulandalus.com. DAPL will review the case.

3.6 I received a “Payment Failed” message. Do I need to make the payment again?

  • Sometimes, a “Payment Failed” message may appear even though the payment was successful. Please do not make another payment or place the order again. Check your Order History and bank statement first.
  • If the amount has been deducted from your account but the payment status is still unsuccessful, please email your order number and a screenshot of the payment to dapl-sales@darulandalus.com.
  • If the duplicate order occurred due to a system issue on our end (for example, a “Payment Failed” message was displayed even though the payment was successful), please email both order numbers and proof of payment to dapl-sales@darulandalus.com. DAPL will review the case.

3.7 I have made the payment but have not received a confirmation email, or my order status is still showing as “Pending”.

  • Please check your Spam/Junk folder and Order History in your account first. Confirmation emails are generated automatically and cannot be resent. PayPal payments may sometimes take a few days to be verified.
  • Please do not make the payment again. Instead, email your order number and proof of payment to dapl-sales@darulandalus.com. We will update your order once the payment has been verified.

3.8 How do I know if my order is successful?

  • To check whether your order has been placed successfully, please check the email address registered to your DAPL account. You should receive an Order Confirmation email from us. Please also check your spam/junk mail folder for automatically generated emails. The order confirmation is sent by dapl-sales@darulandalus.com with the subject line "Darul Andalus - Order xxxx", where xxxx represents your order number.
  • Alternatively, you can login to your account, click 'My Account' –> click 'Order History' to check your order status.

3.9 What does my order status mean?

Status Means
Pending Payment is being verified.
Failed Payment failed. Please check your Order History and bank statement. If no payment has been deducted, please try again through the checkout.
Complete Order received. Payment confirmed. However, the order has not yet been processed.
Processing Order is being processed.
Shipped Order has been handed over to the courier. ETA: 5–10 working days during peak periods.
Self-Collection Ready for collection at your selected time slot.
Collected Order has been collected.

3.10 A book listed on the booklist is not available on the website or is marked as “Out of Stock”.

  • Some titles may not have been released yet (e.g. Preschool Semester 2 books) or may be temporarily out of stock.
  • Please email the book title(s) and your order number (if applicable) to dapl-sales@darulandalus.com. Your request will be recorded, and we will notify you by email when the book(s) become available. Please note that we are unable to provide an exact availability date.

4. Delivery and Self-Collection

4.1 How long does delivery take?

  • During peak periods, delivery may take 5–10 working days, compared to the usual 3–7 working days. Orders are not processed on weekends or public holidays.
  • Please ensure that your delivery address is complete, including your unit number and street name. We do not deliver to cargo centres, ports, terminals or military camps.

4.2 How do I track the delivery of my order?

  • The courier will send you a tracking number via WhatsApp.
  • To track your order, simply locate the tracking widget on the bottom right of the website's homepage.
  • Enter the tracking number provided by the courier via WhatsApp.
  • After entering the information, the widget will display Easyparcel Track & Trace website.
  • Re-enter your tracking number and choose the courier. For example, QSPXXXXXXXXX refers to TracX Logis and JTXXXXXXXXXXXXXX refers to J&T Express.
  • Once you enter the tracking details, you will see the current delivery status of your order/parcel.
  • If your account's Order History status shows “Shipped” and the courier's Tracking Status indicates “Delivered”, but you have not received your parcel, please check around your home premises and with your household members first before reaching out to us.

4.3 Can I request a specific date or time for home delivery?

  • We apologise, but we are unable to accommodate requests for specific delivery dates or times, as deliveries are handled by a third-party courier and are subject to the courier’s delivery arrangements and terms.

4.4 Can I change from delivery to self-collection and vice versa?

  • We apologise, but the delivery method cannot be changed once your order has been confirmed.

4.5 I entered the wrong delivery address. Can I change it?

  • We apologise, but the delivery address cannot be changed once the order has been confirmed. If the parcel is returned to our warehouse due to an incorrect address, our Logistics Officer will contact you regarding the next steps. Please ensure that your delivery address, including your unit number, street name and postal code, is correct before checkout.

4.6 What happens if I received a failed delivery notification?

  • Our Logistics Team will review your case and contact you regarding the next steps.
  • Failed deliveries commonly occur due to errors in the delivery address provided, such as a postal code that does not match the street name or block number.
  • For redelivery, an additional administrative fee of SGD 5.00, on top of the delivery charges, will apply. Alternatively, you may opt for self-collection at our warehouse at no additional charge.

4.7 Can I choose self-collection and collect my order earlier than the selected date?

  • You may select self-collection and choose an available collection date at checkout. Early collection before the selected date and walk-in collection are not permitted.
  • Orders are generally ready for collection within 3 working days from the order date, or up to 5 working days during the year-end peak period. Do not come to our warehouse earlier than the date you have selected as your order may not be ready/available for collection.
  • From late December to early January, self-collection services may be temporarily suspended, with delivery as the only available option. The affected dates will be announced in advance.

4.8 What is the procedure during self-collection?

  • Identify your parcel using your Order ID which can be retrieved through email registered with your account.
  • Proceed to self-service station/counter for self-collection at the entrance our warehouse. No registration needed.

4.9 I am unable to collect my order on my selected self-collection date. Can I change the collection date?

  • If you are unable to collect your order on the selected date, you may arrange for a representative to collect it on your behalf, as our storage space is limited. Please provide your representative with your Order Number for easy parcel identification, as self-collection is a self-service process. No staff assistance or registration is required.
  • Please collect your order as soon as possible to avoid exceeding the applicable claim period.

4.10 I missed my self-collection date. Can I still collect my order?

  • Yes. Uncollected orders will be kept at our warehouse, and a reminder will be sent via email.
  • Please collect your order as soon as possible to avoid exceeding the applicable claim period.

5. Claims

5.1 There are missing items from the package I received.

  • Please email us at dapl-sales@darulandalus.com within 14 working days (Monday to Friday) from the Invoice Date, including your invoice/order number and clear photos showing all the items received, together with their original condition and packaging.
  • Our Logistics Team will review your claim and contact you regarding the next steps. Please note that some items may not be included in your package due to stock shortages. If an item is out of stock, we will inform you accordingly.

5.2 I received the wrong book/uniform.

  • Please email us at dapl-sales@darulandalus.com within 14 working days (Monday to Friday) from the Invoice Date, including your invoice/order number, clear photos showing all the item(s) received, together with their original condition and packaging.
  • Our Logistics Team will review your claim and contact you regarding the next steps. If your claim is approved, we will arrange for the correct item(s) to be delivered to your home at no additional cost. The incorrect item must be returned to your child’s learning centre in its original condition and packaging for inspection by the centre staff. The returned item will be kept at the centre and collected by DAPL.

5.3 The books/package I received are damaged.

  • Please email us at dapl-sales@darulandalus.com as soon as possible, within 14 working days (Monday to Friday) from the Invoice Date, including your invoice/order number and clear photos of the damaged item(s) or package received. Claims with our delivery service provider are subject to a limited reporting period. Therefore, early notification is required to allow us to assess and process your claim.
  • Our Logistics Team will review your claim and contact you regarding the next steps. If your claim is approved, we will arrange for the replacement item(s) or order to be delivered to your home at no additional cost.

5.4 The centre has changed my child’s class/level of study after I purchased the books. What happens to the books I have already purchased?

  • Please inform your child’s learning centre that the books were purchased before the class/level change was made. Email us at dapl-sales@darulandalus.com, providing your invoice/order number, the name of your child’s learning centre, and details of the change.
  • If you have already received your order: Please return the books in their original condition and packaging to your child’s learning centre for inspection. Once your claim is approved, our Logistics Team will arrange for the replacement books to be delivered at no additional delivery cost. Any price difference for the replacement books, if applicable, must be borne by the customer.
  • If your order has not yet been dispatched: We will liaise with the learning centre to make the necessary changes to your order. Any price difference for the replacement books, if applicable, must be borne by the customer.

5.5 I wish to change my child’s class or level of study after purchasing the books. Can I return the books and receive a refund?

  • As the change is requested by the student or their parent/guardian, only book exchanges are permitted, subject to our Exchange, Return & Refund Policy. Refunds will not be provided.

6. Exchange & Return

6.1 If I accidentally purchase the wrong item, can I request an exchange?

6.2 Why are appointments required for exchanges?

  • Safety: Our premise operates as a warehouse rather than a retail outlet that accepts walk-in customers.
  • Operational Efficiency: A designated staff member must be assigned to handle exchange requests to ensure that warehouse operations are not disrupted.
  • Preparation: Time is required to review the eligibility of exchange requests before customers visit the warehouse.

6.3 Why are exchange appointments only available at the warehouse and during weekday afternoons?

  • Exchange requests are not handled by the learning centres, as they are our affiliated companies. All exchange requests must be made directly with us.
  • We seek your kind understanding that our premise operates primarily as a warehouse, where the safety of our employees and customers is our top priority. Warehouse operations are busiest in the mornings, with machinery and goods frequently being moved. Therefore, exchange appointments are scheduled in the afternoons to provide a safer environment for everyone.
  • Appointments are available only on weekdays, in accordance with our warehouse operating days.

6.4 Can I return items purchased on clearance or promotion?

  • Clearance and promotional items are not eligible for exchange or return.

7. Refund

7.1 Can I cancel my order and receive a refund?

7.2 How do I request a refund?

8. Contact Us

  • Please contact your child's learning centre for any enquiries regarding Student ID, re-registration, e-learning fees, the e-portal or LPPI.
  • We only handle enquiries related to the purchase of books and uniforms.
  • To help us review your enquiry, please provide your account email address, Student ID and invoice/order number.
Email dapl-sales@darulandalus.com
Contact No. 6746 1657 / 6746 9167
Office Hours Monday – Friday, 9am – 5pm (lunch break 1pm – 2pm). Closed on Saturday & Sunday and on Public Holidays.
Warehouse Blk 3017, Ubi Road 1, #02-129, Singapore 408708 (For approved exchange appointments only)