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Customer Care
FAQ

How can we help?

Orders & Delivery

Product Information

Payment, Store Credits & Discounts

Returns & Exchanges

Wholesale & Stockists

Custom Work

Orders & Delivery

What are the delivery options and times for delivery?

Covid-19 Shipping Update: All deliveries may be slightly delayed due to the current Covid-19 safety and social distancing measures implemented during this period.

FOR SINGAPORE ORDERS

The options for deliveries in Singapore are as follows:

Enjoy standard courier shipping for orders in Singapore with a minimum of S$60.

FOR INTERNATIONAL ORDERS

We offer international shipping for a flat fee per order to the following countries listed below. The flat fees exclude international taxes (such as value added tax etc.) that may be charged at the destination, and such taxes and fees are to be borne solely by the customer.

Custom and Import Taxes: All shipping rates do not include custom and import taxes / duties, which are to borne solely by the customer. For more information on taxes, duties and customs regulations please contact your local customs office directly or you may head over to the link before to get an estimation of your country’s custom and import taxes. https://www.easyship.com/duties-and-taxes-calculator/usa

Don’t see your country listed above? Drop us an email at hello@thepaperbunny.com and we'll do our best to assist you. We are working hard to expand our delivery destinations to reach all of you around the world. Sign up to our mailing list to get international shipping updates for your country.

Do you deliver on weekends?

Yes, for local orders in Singapore we deliver on Saturdays from 11am - 8pm. For international orders, we may deliver on Saturdays dependent on the destination country. Please reach out to us via hello@thepaperbunny.com to find out more.

If you have any preferred time for delivery, do let us know and we will do our best to help!

I am unable to proceed with an order as I am having trouble logging in or accessing my account information. What should I do?

If you already have an existing account with us, do write in to us at hello@thepaperbunny.com and we’ll be in touch as soon as we can to assist you.

If you’ve misplaced or have forgotten your account log-in information, please reset your password here and follow the instructions that will be sent over email. Please check the spam folder of your inbox if you do not receive the email in your inbox.

Please contact us at hello@thepaperbunny.com if you need any assistance.

If your order is urgent, please let us know at check-out and we will do our best to process your order quickly. For further enquiries, please contact us at hello@thepaperbunny.com.

I missed the delivery of my order. What happens? 

Orders will generally be returned to us after 2 delivery attempts, if the courier is unable to contact you to attempt delivery or if it has been undelivered after more than a month after the dispatch date, whichever is earlier. We’d be happy to arrange for the redelivery of your order, subject to the payment of additional redelivery fees and return charges. Please note that different terms may for international deliveries and if you have any questions, do reach out to us.

If you have any trouble receiving your order, please contact us at hello@thepaperbunny.com, and we’ll do our best to help get your order to you!

Are there any areas we do we not ship to? 

For local deliveries: We are unfortunately unable to deliver to restricted areas (such as Jurong Island, military, police and civil defence camps), the islands surrounding mainland Singapore (including Sentosa) and hotels. We reserve the right to impose additional charges for delivering your order to these areas.

For international deliveries: All orders are tracked and require a signature on delivery, and we will not be able to ship to international PO Boxes.

What if there is no one home to accept my delivery? 

Not too worry, we offer 1 free re-delivery of your order if the initial attempt is unsuccessful. If the 2nd attempt is unsuccessful, your order will be returned to us and any subsequent delivery will be chargeable.

We want to make sure your parcel reaches you safely, so a signature is required upon delivery! You may request for the delivery to be arranged without signing for it - however we will not be able to reimburse or replace your order if it is not received on your end.

How do I change my delivery information? 

You won't be able to amend your delivery info for an order once your order is placed. Do reach out to us at hello@thepaperbunny.com and we'll do whatever we can to help.

Do note that shipping delays may occur for delivery address amendments, and if we're too late and your order is with the courier by the time we relay your request to our delivery partners, we may not be able to amend your delivery address. So do contact us as soon as possible if you need to make amendments, and we’ll do our very best so you can get your order as quickly as possible.

I received my order but there are issues with it. 

If you receive an item that is faulty or damaged, please accept our sincere apologies. Please contact us immediately and we will endeavour to resolve the issue with a replacement or refund as soon as we can. Please contact us at hello@thepaperbunny.com within 7 days from the date of delivery with the following information:

  1. Your Order Number (shown in your order history or order confirmation email)
  2. The item(s) and issues you would like to share with us
  3. Any images of the item(s) to help us understand and serve you better

We'll be in touch on the next steps to take. Do note that all items returned or exchanged must be unused, unworn, unwashed, unopened, in their original packaging and with their tags still attached.

Do you offer gift wrapping services? 

Yes we do! We offer gift wrapping services for a small fee and for most of our products. You will be able to select your preferred mode of gift wrapping (we have 2 options available) at check out.

If the product you wish to have gift-wrapped does not have a gift-wrap option, feel free to write in to us in your order comments and we will assist you from there.

Product Information

What if the item I want to order is sold out? Do you do backorders?

Join the wait list and when the product is back in stock, we’ll be able to notify you immediately. Unfortunately, we usually do not accept backorders at this moment but if there is a significant demand for that item, we may re-stock that item. Write in to us at hello@thepaperbunny.com and we’ll see how we can help!

Where can I get more information about a product?

Alongside each product listing, you’ll find more essential details, key product features as well as the dimensions of each item.

If you have any further questions relating to item, please contact us at hello@thepaperbunny.com and we'll be happy to advise you.

I cannot find a specific product on your website. 

There’s a chance the product may be completely sold out, sorry about that! But you can still reach out to us at hello@thepaperbunny.com and we’d be happy to assist and confirm your product’s availability.

I am looking for care information for my TPB product. 

You’ll be able find care instructions for selected products online. If you have specific care-related questions about your TPB product, do drop us an email hello@thepaperbunny.com and we’ll be happy to

Payment, Store Credits & Discounts

How can I pay for my items?

We accept the following modes of payment: PayPal, bank transfers and major credit cards.

Is my transaction secure?

We take the utmost care and concern for your privacy while you’re shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. All transactions and payments you make in order to purchase items in our shop are made entirely through Paypal, and The Paper Bunny does not process any of such information. Our website is a PCI compliant site (https://www.pcisecuritystandards.org) and your credit card information is never stored on our servers.

What are store credits and where can I find them? 

Store credits can be used to make payment for your orders. You may view your store credits under your account information when you sign in successfully to your official TPB registered account. Store credits are applicable to all local and international accounts and can only be used at our online store.

I am unable to apply my discount. What should I do? 

Do kindly check the terms & conditions as well as the validity duration of your discount code first. Should you encounter any trouble of usage after, do write in to us at hello@thepaperbunny.com and our team will be in touch to assist you as soon as we can.

Returns & Exchanges

What is your return and exchange policy or procedure?

  1. Return and Exchange Condition: Items that are unused, unworn, unwashed, unopened, in their original packaging and with their tags still attached may be returned to us (at your sole cost) within 7 days of the date of delivery.
  2. Procedure: Please contact us via email at shop@thepaperbunny.com and quote your order number before proceeding to return any item(s).
  3. Risk: You are responsible for the item(s) that you return to us until we receive them. Please note that we cannot be responsible for item(s) that are lost or which cannot be located prior to being delivered to us. You are encouraged to use a trackable form of delivery to send your returns to us.
  4. Processing Time: Upon our receipt and verification of the returned item(s), and provided that they meet the returns criteria specified above, we will refund you the FAQs (TPB NEW WEBSITE) amount you paid for the returned item(s), excluding shipping costs. Any refund will be processed by us within 21 days of our receipt of the returned item(s).
  5. Exclusions: Items purchased on sale, as well as accessories, are final and may not be returned or exchanged. We regret that we will only be able to offer returns for items purchased from the Website. For returns of products purchased from other third party retailers, please check with the relevant retailer directly

Wholesale & Stockists

Where can I locate your physical stockists?

Glad you asked! Head over here to find your nearest stockist.

I am interested in stocking your products. Who should I contact? 

Yes, if you’re interested in stocking our pieces for retail or distribution whether locally in Singapore or internationally, we’d love to hear from you. Tell us more over email at hello@thepaperbunny.com or head over here to fill out a form and we’ll get back to you as soon as we can!

Do you accept wholesale orders? 

Yes, we do! Please use our contact form or email us your enquiry on wholesale orders at wholesale@thepaperbunny.com. Don’t forget to let us know a little more about your company, shop, business and the quantity you are looking at and our team will get back to you soon.

Custom Work

I am interested in customising some products. What should I do?

We currently do not take on custom wedding or personalised stationery projects. However if you would like to offer your customers, employees or partners me morable and practical items for use in their everyday life, we would love to chat. Enquire over here.

You can use the contact form to get in touch with us, or e-mail us directly at custom@thepaperbunny.com. We’d be happy to send you our information and work with you to come up with a customised quote

When contacting us please be sure to let us know the date that you’ll require the customised items.