FAQs

Online Ordering

How do I place an online order?

To place an order, click on ‘Order’ at the top navigation bar.  

If you are a new customer, you are required to sign up for a FREE account to our Pretzel Hearts Rewards programme. Ensure that your profile is updated with your name, email, mobile number, delivery address and payment method to continue placing your order.  

If you are an existing customer, simply log in to your Pretzel Hearts Rewards account to continue placing your order. 

Is online ordering available for all outlets?


Online ordering (pick-up and delivery) is available for all Autie Anne’s Singapore outlets except Jewel Changi Airport. 

How do I choose which outlet to place my order at?

For pick-up orders, you will be able to select the outlet of your choice during checkout. 

For delivery orders, an outlet will automatically be selected for you based on your delivery address. 

 

I opted for pick-up; how do I collect my order?

You will be able to select your preferred outlet and timing for collection during checkout. Collect your order at your selected outlet within the selected timing by notifying our staff with your order reference number.  

To ensure freshness of our products, please note that waiting time may be required upon collection. 

 

Is there a minimum or maximum amount that can be ordered via the online store?

Yes, a minimum of $18 is required and capped at a maximum amount of $200.

For large orders above $200, please place your order 3 days in advance via email at [email protected]. 

 

How far ahead may I place my order?

Orders can be made 3 months in advance before your scheduled delivery date. 

 

How much is the delivery fee?

The delivery fee varies depending on the distance between your delivery address and the nearest outlet, and will be calculated during checkout. 

How do I know if my order is confirmed?

For pick-up, you will receive a confirmation email upon placing your order. 

For delivery, you will receive an acknowledgement email upon placing your order. Kindly note that as Auntie Anne’s uses a 3rd party delivery partner, we will try our best to fulfil all delivery orders. Your order may be cancelled and refunded if we are unable to find you a driver to deliver your order after 70 min from the start of your chosen delivery time, or if a driver cancels. You may track the status of your order via the link shared in your acknowledgement email. 

Can I change my order details (items/ delivery or pick-up date/timing etc) after placing an order?

You will not be able to change your order details upon placing your order. For assistance, please reach out to us at [email protected] or via social media (Facebook/ Instagram). 

Can I cancel my order after placing it?

You will not be able to cancel your order details upon placing your order. For assistance, please reach out to us at [email protected] or via social media (Facebook/ Instagram). 

I received an email notification that my order has been cancelled. What happened and will I get a refund?

Auntie Anne’s Singapore uses a 3rd party delivery partner. Upon placing your order, we will try our best to fulfill all orders.  

Several instances where your order may be cancelled: 

  1. Inability to find a driver to deliver your orderafter 70min from the start of your chosen delivery timing, due to high dem
  2. Driver cancels the job to deliver your order 

Upon order cancellation, you will receive a notification email from us and a full refund will be processed. You may expect to receive the refund within 5 business days through the same payment mode. 

 

I received burnt items, missing items, wrong items, can I get a refund?


Please reach out to us at [email protected] or via social media (Facebook/ Instagram) and we will do our best to make it right. 

Will I earn Pretzel Hearts via online ordering?

Yes. You will earn Pretzel Hearts for all online orders. Pretzel Hearts will automatically be awarded based on your spend, excluding delivery fee and tax. 

Pretzel Hearts Rewards

What is the Pretzel Hearts Rewards?

The Pretzel Hearts Rewards is a membership program that rewards and thanks our loyal customers for their support and love for our pretzels. The program benefits all members as you are able to earn Pretzel Hearts (Points) when you purchase via our online store or at any of stores (except Jewel Changi Airport) to redeem exciting rewards and receive exclusive treats. 

There are two membership tiers in this program: 

Blue Tier: For members who collects 0 – 249 Pretzel Hearts within a 12-month period. Upon signing up, you will automatically be a Blue member. 

Gold Tier: For members who collects 250 Pretzel Hearts & above within a 12-month period.


How do I sign up for the Pretzel Hearts Rewards?

You may sign for the Pretzel Hearts Rewards here or at any of our outlets by scanning a QR code. 

You will automatically be signed up for the Pretzel Hearts Rewards after creating an account when ordering via our website. 


Is there a fee to become a Pretzel Hearts Rewards member?

The Pretzel Hearts Rewards is completely FREE! Simply sign up with your email or mobile number and fill in your particulars on the sign-up form to enjoy rewards with every purchase at Auntie Anne’s. 

Is the Pretzel Hearts Rewards program available at all Auntie Anne’s outlets?

The Pretzel Hearts Rewards is available at all Auntie Anne’s outlets except Jewel Changi Airport. 

What are Pretzel hearts and how do I earn them?

Pretzel Hearts are the points you will be earning with every purchase made when signed in to your registered account via our online store or at any of our outlets (except Jewel Changi Airport). For every $1 you spend, you will earn 1 Pretzel Heart. For example, if you spend $20.90, you will earn 20 Pretzel Hearts.  

For walk-in purchases at outlets, inform our staff that you are a Pretzel Hearts Rewards member. Provide staff with your registered mobile number or sign in to your account and scan the QR code found on your ‘My Account’ page via mobile phone. Pretzel Hearts will be awarded based on your spend at the outlet. 

For online purchases, you will be required to sign in to continue ordering and Pretzel Hearts will automatically be awarded based on your spend, excluding delivery fee and tax. 

Pretzel Hearts are not awarded for purchases made through 3rd party delivery services such as Foodpanda or Grabfood. 


What rewards can I redeem with my Pretzel Hearts?

  • For every 10 Pretzel Hearts, you will be able to redeem a free Pretzel Dip
  • For every 30 Pretzel Hearts, you will be able to redeem a free Regular-sized Drink 
  • For every 40 Pretzel Hearts, you will be able to redeem a free Pretzel 
  • For every 50 Pretzel Hearts, you will be able to redeem a free Stix & Bites or Pretzel Dog  


What exclusive treats will I receive as a Blue member?

  • Welcome Treat: Enjoy a free Pretzel* with purchase of any item from Pretzels/ Stix & Bites/ Pretzel Dogs categories!  

*Free Pretzel applies on equal/lower-priced item from ‘Pretzels’ category only.

  • Birthday Treat: Buy one Pretzel, get one free Pretzel* on us! Reward will be issued to you 10 days before your DOB.

*Free Pretzel applies on equal/lower-priced item from ‘Pretzels’ category only.

  • Referral Treat: Refer to a friend and receive 10 bonus* Pretzel Hearts for you and your friend! 

* Pretzel Hearts will only be issued after referee makes his/her first purchase. 


What exclusive treats will I receive as a Gold member?

  • Golden Treat: Enjoy a Free Pretzel* on us!

*Free Pretzel applies on any item from ‘Pretzels’ category only.

  • Birthday Treat: Enjoy a free item from Pretzels/ Stix & Bites/ Pretzel Dogs categories on us! Reward will be issued  to you 10 days before your DOB.

  • Referral Treat: Refer to a friend and receive 10 bonus* Pretzel Hearts for you and your friend! 

* Pretzel Hearts will only be issued after referee makes his/her first purchase.

How will I know when I am eligible to redeem a reward?

You may refer to your ‘Redeemable Rewards’ tab. The greyed-out rewards will light up and be made available to you for redemption once you’ve reached the minimum number of Pretzel Hearts required for it. 

How do I redeem a reward?

To redeem a reward, click on ‘Redeem’ button and it will appear under your ‘Rewards Owned’ tab. 

How do I claim the rewards that I have redeemed or been issued to me?

You may view your claimable rewards under ‘Rewards Owned’ tab. 

Inform staff of the reward that you would like to claim. You may scan the QR code found on your ‘My Account’ page via mobile device or simply provide our staff with your registered mobile number. Our staff will assist with the redemption thereafter. 

Rewards are claimable via our online store and all Auntie Anne’s outlets except Jewel Changi Airport. 


Is there a limit to how many rewards I can claim at once?

You will be able to claim a maximum of 5 rewards in a single transaction. 

Where can I claim my rewards?

You will be able to claim your rewards at all Auntie Anne’s outlets except Jewel Changi Airport, and via our online store. 

Do rewards expire?

Yes. All rewards, once redeemed or issued to you, are valid for 30 days upon redemption or issuance. You may refer to your ‘Rewards Owned’ tab to view the expiration dates of each reward. Please be sure to claim your rewards before they expire. 

Do Pretzel Hearts expire?

Yes. Pretzel Hearts are valid for 12 months from the date earned. Upon expiry, your accumulated number of Pretzel Hearts will be adjusted accordingly. 

How do I maintain my tier status?

To maintain Gold status, you must earn at least 250 Pretzel Hearts during each consecutive 12-month period following the date you became Gold member. If you do not earn 250 Pretzel Hearts in 12 months, you will be placed at the Blue tier after your Anniversary Date. 

How will I receive news and promotions?

News and promotions will be notified to you via email, text message or through the inbox of your Pretzel Hearts Rewards account. Unless chosen to opt out of it.

Store Locations

Parkway Parade

80 Marine Parade Rd, B1-08 S449269.

11am-9pm

NEX

23 Serangoon Central, 03-K10, S556083.

10am-10pm

Plaza Singapura 

68 Orchard Rd, B2-37, Singapore 238839.

11am-9pm

Paya Lebar Quarter 

10 paya lebar road B2-K7 S409057.

11am-9pm

Vivo City 

1 Harbourfront Walk, B2-K6,  Singapore 098585.

11am-9pm

*11am-9.30pm Sat Sun and Eve PH

Jewel 

78 Airport Boulevard, B2-272, S819666.

10am-10pm

Store Locations

Parkway Parade

80 Marine Parade Rd, B1-08 S449269.

11am-9pm

NEX

23 Serangoon Central, 03-K10, S556083.

11am-9pm

Plaza Singapura 

68 Orchard Rd, B2-37, Singapore 238839.

11am-9pm

Paya Lebar Quarter 

10 paya lebar road B2-K7 S409057.

11am-9pm

Vivo City 

1 Harbourfront Walk, B2-K6,  Singapore 098585.

11am-9pm

Jewel 

78 Airport Boulevard, B2-272, S819666.

11am-9pm

Northpoint City

930 Yishun Ave 2, B1-25,
S769098

11am – 9pm

JEM

50 Jurong Gateway Rd, #B1 – 32, Singapore 608549

11am – 9pm

Ang Mo Kio Hub

53 Ang Mo Kio Ave 3 #01-09/10,  Singapore 569933.

11am-9pm

Waterway Point

 83 Punggol Central, B1, K13A, Singapore 828761

11am-9pm

Compass One

1 Sengkang Square, #B1-18, Singapore 545078

11am-9pm