How can we help?
Orders & Delivery
Payment, Gift Cards & Discounts
Returns & Exchanges
Wholesale & Stockists
Orders & Delivery
What are the delivery options and times for delivery?
Our shipping rates and delivery times are here.
If you do not see your country in this list, please reach out to us at firstname.lastname@example.org and we would love to help you out.
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 email@example.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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org.
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 a reasonable period of time after it has been sent out, 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 apply 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 email@example.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) and the islands surrounding mainland Singapore. Please note that deliveries to certain areas, such as Sentosa and hotels, may incur additional charges. 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 it's best if there is someone at the delivery destination to receive it! You may opt for contactless delivery or for the parcel to be placed in a safe place outside the delivery destination - however do note that in the event that your parcel goes missing as a result, we will not be able to provide any refund or compensation to you.
How do I change my delivery information?
Please reach out to us at firstname.lastname@example.org as soon as you'd like to make any changes and our team will do its best to help.
Do note that shipping delays may occur for delivery address amendments, and if your order has been picked up by the courier before we can relay your request, you may need to incur additional charges on the delivery of your order.
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 email@example.com within 7 days from the date of delivery with the following information:
- Your Order Number (shown in your order history or order confirmation email)
- The item(s) and issues you would like to share with us
- 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 any item to be returned or exchanged as a result of any defects or issues must be in its original purchase condition i.e. unworn, unwashed, unopened, unused, unmarked, with tags still attached, and in its original packaging. We reserve the right to issue store credit in the form of a TPB Gift Card or a cash refund to you if any item(s) for exchange is unavailable or out of stock.
What if the item I want to order is sold out?
Join the wait list for that product so that we can notify you if that product is restocked. If you have any questions, please reach out to us at firstname.lastname@example.org and we’ll see how we can help!
Where can I get more information about a product?
You should be able to get all the information you need at the individual listing of the product.
If there's something else you'd like to know and can't find the answer to, please contact us at email@example.com and we'll be pleased to help.
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 firstname.lastname@example.org and we’d be happy to check and confirm the availability of that product.
I am looking for care information for my TPB product.
You’ll be able find care instructions for our products at the individual listing of each product. If you have specific care-related questions that you can't find an answer to, do drop us an email at email@example.com and we’ll be happy to help!
Payment, Gift Cards & Discounts
Can I purchase gift cards?
Yes, gift cards can be purchased at our website!
Can I top up a gift card?
Our gift cards cannot be topped up. You can purchase another gift card when you've fully utilised your existing one.
How do I check the balance in a gift card?
If you'd like to check your balance at our online store, you can do so by keying in the unique code provided with your gift card in the "Gift Card or Discount Code" field at the checkout page.
I've lost my gift card. Can you provide me with a replacement?
We're sorry to hear about this. Unfortunately, we can't replace any gift cards that are lost or misplaced.
How can I pay for my items?
We accept the payment via all 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 online store are made entirely through Shopify Payments, and The Paper Bunny does not process 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 that you entered the discount code correctly, as well as the terms and conditions of the code to check if it's still valid. Should you still encounter any difficulties, do write in to us at firstname.lastname@example.org and our team will be in touch to assist you as soon as we can.
Returns & Exchanges
Can I return my online order?
Items purchased at our online store may be returned within 30 days from the date of purchase for store credit in the form of a TPB Gift Card.
To start a return for an online purchase by mail / courier, you can contact us at email@example.com and provide us with your order number or proof of purchase. Our team will contact you within 5 business days with instructions on how and where to send your return package. Items sent back to us without sending a request first may not be accepted. You are responsible for the costs of sending item(s) back to us. Please note that we are not responsible for item(s) that are lost or which cannot be located prior to being received by us, hence you are encouraged to use a trackable form of delivery to send your returns to us.
Upon our receipt and verification of the item(s) intended for return, and provided that the specified returns criteria are met, we will issue you a refund for the amount equivalent to the purchase price of the returned item(s), excluding shipping costs, as store credits in the form of a TPB Gift Card.
Can I exchange items in my online order?
We do not accept exchanges of items purchased at our online store. To make an exchange, please proceed with a return first and you can use the store credits from your return to make a separate order for your preferred item.
What condition must items be in to qualify for a return or exchange?
To be eligible for any return/ exchange, the item(s) must be in its original purchase condition i.e. unworn, unwashed, unopened, unused, unmarked, with tags still attached, and in its original packaging. Items purchased as part of a set must be returned as a whole set.
Are there any exceptions to your return and exchange policy?
We do not accept returns, exchanges and/or refunds for the following items: items purchased on or during any sale, TPB Gift Cards, accessories, face masks and any other items specified as non-returnable. The sale of any such items is final.
We regret that we only provide returns and exchanges for items purchased from our website. For returns of products purchased from other third party retailers, please check with the relevant retailer directly.
Do you provide cash refunds or refunds via my original payment method?
All refunds will be made by way of store credit in the form of a TPB Gift Card and we regret that we do not provide refunds for orders in the form of cash.
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 firstname.lastname@example.org 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 email@example.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.
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 memorable 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 email us directly at firstname.lastname@example.org. 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.
Where is your store located?
You can find us at 391 Orchard Road #B2-38A, Takashimaya Shopping Centre, Ngee Ann City, Singapore 238872.
What are your store's opening hours?
We're open from 10am-9:30pm daily.
What are your in-store payment options?
We only accept the following cashless payment modes: Credit Cards, Paynow, PayLah!, GrabPay, Apple Pay, Google Pay, Samsung Pay and Takashimaya S.C. Vouchers.
Can I reserve an item in-store?
We are unable to assist with such requests, so you should head down to our store as soon as possible to purchase the item if it is available there.
Are all the products on your website available in-store?
We would love to offer all the products on our website at our store, but are unfortunately not able to do so due to space constraints. If the product you're looking for isn't available at our store, please do approach any member of our retail team and they will be happy to help you out!
Are the prices of the products in-store the same as the prices on your website?
Yes, they will be except for special cases where we run exclusive online promotions. In such cases, prices may vary and you may check with our retail ambassadors for more details in-store or head over to our website to check out the existing online promotions.
What are the measures The Paper Bunny is taking in view of Covid-19?
Our store and all surfaces are cleaned and sanitised regularly with antibacterial wipes and/or disinfectant. We implement social distancing measures such as demarcated queue lines and reminding shoppers to keep at least 1 metre apart while in-store. Hand sanitisers are provided in-store.