Sim Lim Square Hub

Lucky Draw Related FAQ

Find out how winners are selected, when notifications go out, and what to bring to claim your prize.

🛡️

Is your Lucky Draw / Email legit?

Yes, it is 100% legitimate. Your premium redemption is managed by ORO Solutions Pte Ltd, a trusted, Singapore-based agency that has been partnering with major corporations since 2009. If you received a notification from customerservice@oro.com.sg, we are contacting you to provide an official status update concerning a promotion or lucky draw in which you participated.

⚠️ Important Security Note: We will never ask for your bank credentials or Singpass login access.

🚶 Walk-In Appointment Booking

Even with a fully booked appointment schedule, we strive to see all our customers. If you are unable to book a slot, please feel free to visit us as a walk-in. While there may be a waiting time, we appreciate your patience and will work hard to serve you as quickly as possible.

⏱️ Queue Time at ORO Redemption Center

At the ORO Redemption Centre, our average waiting time is **under 5 minutes**. Please note that during the busy festive season, waiting times may be slightly longer. We are actively working to minimize all delays.

Frequently Asked Questions

Lucky Draw Enquiry Fulfillment Policy & Clarifications
What must I bring along for my Prize/Gift collection? To collect your item, please ensure you bring the following documents:
• Proof of Notification: Bring the physical letter (and digital email, if any) OR the digital copy of the notification email/WhatsApp message.
• Valid Photo ID: Your NRIC, Passport, Work Permit, Singpass, or Driver's Licence.
• Required Documents: Any other items specified in your notification (e.g., the original physical receipt).
I have submitted my entry, when can I expect to know my redemption status? We appreciate you submitting your entry. Please note the following important processing details:
  • Depending on the T&Cs set exclusively by the campaign organizer, ineligible entries may not receive direct notifications.
  • Kindly check your Junk Mail folder, as our official notification email may be automatically filtered there.
  • Entry Transfer Timeline: We may only receive your entry data from the campaign organizer up to 2 weeks after your initial submission date.
  • Validation Timeline: Once data is received, we require an additional 1 to 3 working days to validate entries and notify eligible participants.
Can I change my prize to other prizes? No, prizes are non-exchangeable, non-transferable, and cannot be substituted for cash or alternative items. All gifts and prizes are allocated strictly according to the specific campaign data entries provided by the brand organizers.
Is there a delivery option for my redemption? Unless explicitly specified as a home-delivery campaign in the organizer's terms, all rewards must be claimed in person or via an authorized proxy at our physical redemption center. This allows for mandatory receipt authentication and visual signature audit verification.
How do I claim my warranty for the premium item? Your premium prize may or may not include a local warranty. Please refer to the campaign's full Terms and Conditions to confirm your prize's specific warranty status.

If supplied with a local warranty, your **redemption acknowledgement email** serves as your official Proof of Purchase. The warranty is always provided by the original product manufacturer (e.g., Samsung, Apple, Dyson, etc.) or their authorized service centre, not the redemption agency. Search online for current local manufacturer service locations.
The conditions of the promotion are not clear? As the redemption manager, we facilitate the prize collection, but the Terms and Conditions (T&Cs) are set exclusively by the campaign organizer. To ensure a successful entry and full understanding of the promotion, you must always refer to the official T&Cs document provided by the organizer when you signed up or entered the promotion.
🛑 Strict Verification Audits Notice

Photocopies of physical grocery receipts or unverified smartphone screenshots will be instantly rejected at the counter. To maintain compliance with brand sweepstakes audit panels, our team is strictly required to verify original physical evidence of purchase before releasing any high-value promotional items or lucky draw prizes.