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Q. 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?
A. 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.

Q. How do I view the size chart for MyFirstSkool (MFS) uniforms?
A. 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.

Q. My child is xxx CM tall/ xx KG/ xx years old, what size would you recommend I get for my child?
A. We are unable to advise on the recommended sizes for your child as children are of 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. 

Q. What are the payment methods accepted?
A. For online purchase: We accept credit/debit cards.
For in-store purchase: We accept cash, NETS and PayNow.
We do not accept CDA for payment.

Q. How long does it take for my order to reach me?
A. Your order should reach you within 5-7 working days from the day you place an order (excluding weekends and public holidays), unless otherwise stated on our website's home page. 

Q. Can I choose my preferred delivery date and time?
A. 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.

Q. What if no one is at home on the day of delivery?
A. 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.

Q. How many re-delivery attempts will there be in case of failed delivery?
A. 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, please contact us to reschedule for delivery* or you may pick up your parcel directly at our showroom.
*Additional re-delivery charges will apply.

Q. My child will be starting school soon, could you please expedite the delivery for me?
A. 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.

Q. I have received my order but the sizes do not fit my child. Can I do an exchange?
A. To qualify for an exchange, the following criterias must be met:
- Uniforms must be in its original packaging;
- Uniforms must be unworn, unstained, unaltered and unwashed (soaking of uniforms in water is NOT allowed, the uniforms would be considered as washed)

Failing to meet the above criteria would result in your uniforms being rejected for an exchange.

An exchange can be done only ONCE per transaction ID, 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 bring along your invoice as well as exchange form that comes together with your invoice (yellow piece of paper).

(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 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.

Q. I received a wrong product/defective product/have a missing item from my parcel. What should I do?
For wrong product/defective product received:
Please contact us (via phone call or email) within 7 calendar days from receiving your order and provide us with the following information:
i. Your order number
ii. The product you have ordered
iii. The product that you received
iv. Photograph of the product you received

For missing item from your parcel:
Please contact us (via phone call or email) within 7 calendar days from receiving your order and provide us with the following information:
i. Your order 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. 

Q. I have a question that is not answered here.
A. You can drop us an email and we will get back to you within 3 working days.