FREE COURIER SHIPPING WITHIN SG FOR ORDERS ABOVE S$60

FAQ

GENERAL

All payments on this site are made either through Paypal or via direct bank transfer. Even if you don’t have a Paypal account, you can pay for your items using your credit card. Please note that all Paypal or credit card transactions and collection of credit card information is processed entirely by Paypal and we do not store any of your card information or details on our servers.

For direct bank transfers, please kindly let us know when you have made payment by emailing us so that we can check and process your order.

Unused and unopened items may be returned within 7 days of receipt for a refund. The items should reach us before the 7th day is up. Please include a note or return address to ensure that we know who you are as well and drop us an email on this. Once we receive the returned item(s), the charges will be credited to you (shipping costs are non-refundable). The costs of shipping of the returned item(s) will be borne by you. Please allow up to 21 days for us to process a refund.

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.

Item(s) may be sent out in separate shipments. Please check your order status to determine if your item(s) are being shipped separately.

If something is missing from your order, please contact us.

Yes we offer a gift wrapping service for a small fee and this can be selected at the product page. 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.

Unfortunately we do not offer this service at the moment, but we hope to do so in the future.

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.

We do not offer custom services for existing products in the shop. However, if you would like custom design services for event stationery, please email us at custom@thepaperbunny.com and let us know about your event so that we may provide you a quote. You may also find out more about our custom services below.

Unfortunately, we usually do not accept backorders. However, if an item is out of stock, you can click the button for us to notify you when the product is in stock, and if there is a significant demand for that item, we may re-stock that item.

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. As such, The Paper Bunny is a PCI compliant site (https://www.pcisecuritystandards.org) and your credit card information is never stored on our servers.

SHIPPING

We offer 2 delivery options, namely:

Local Courier (Standard) (delivery within 1 to 3 working days after order is processed): S$4.50

Local Courier (Express) (delivery within 1 working day after order is processed): S$6

For more information on delivery times, please refer to our response to the FAQ "How long does it take for my order to ship".

Yes we do! We ship to most countries around the world. The shipping costs are calculated upon checkout and added to your total order.

International shipping charges will be calculated upon checkout and you will be able to see this before processing your order. Shipping charges exclude international taxes (such as value added tax etc.) as set by the destination country, and such taxes and fees are to be borne solely by the customer.

Standard orders are usually processed and shipped out within 1-3 working days. Once your order has been shipped, the shipping method you have chosen will determine the number of days it will take for your order to reach you. You will be notified when your items have been shipped. As a rough guide:

TYPE OF DELIVERY SERVICE TRACKING DOORSTEP DELIVERY

DELIVERY TIME

1. Local Courier (Standard) Yes Yes 1-3 working days*
2. Local Courier (Express) Yes Yes 1 working day*

 

*Important points to note:

  1. Processing Times: We are committed to ensuring that your order reaches the chosen mailing address as soon as possible. However, do allow 1 to 3 working days for your order to be processed. Delivery times above should be calculated from the day after your order has been successfully processed (and you will receive an email letting you know your order is processed by our team). Processing times may be increased if we need time to clarify your questions, instructions or details in relation to your order.

  2. Delivery Times are Estimates: Delivery times are only estimates, and services are provided by third parties. This means that we cannot be responsible for delivery times or services once your order is shipped out. Please expect delays during peak periods (e.g. Christmas). We also cannot be responsible for orders or items that are lost.

  3. Urgency of Order: If your order is urgent, please let us know on check-out and we will do our best to process your order quickly.

  4. Different Sizes of Products: As the size of the items offered in our shop vary, we reserve the right to choose a different method of shipping your order if the items in your order will not fit in your chosen shipping mode.

We are pleased to announce that, with effect from August 2018, we have streamlined the shipping options offered to our Singapore-based customers, moving from a predominantly weight-based shipping model to a flat-fee one. This means that we don't offer any other local shipping options other than the 2 we have on our website.

The decision to refresh our shipping options was only made after a holistic assessment, which includes research into the shipping options offered by a myriad of online stores in Singapore and consideration of the feedback of our customers and friends of TPB. We believe that the move to this streamlined shipping offering will be one that benefits our customers, who are at the heart of all we do. 

Yes, we do! Weekend deliveries can be made on Saturdays between 9 am to 10 pm. Do specify your preference for delivery on a Saturday in the Comments section at the time you make your order.

We are pleased to offer 1 free re-delivery of your order if the initial attempt is unsuccessful. If this 2nd attempt is unsuccessful, your order will be returned to us and you will need to bear the charges for any subsequent delivery. 

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. 

WEDDINGS AND CUSTOM DESIGN

We only take on a limited number of custom orders each year so please contact us as soon as possible about your request.

The time it takes for custom work varies greatly depending on the scope of each project. We work with each client to come up with a schedule tailored to their needs.

A great amount of detail and time goes into creating each custom order. We create designs catered to each client’s desires and themes. For these reasons, custom orders tend to cost much more than the items in our shop and custom design fees will apply. However, we do offer a variety of options and try our best to work within a variety of budgets whenever possible. Please don’t hesitate to contact us no matter what your budget is to see if we can come up with something for you.

Of course! We are not limited to weddings even though most of our work are custom wedding stationery suites. We’ve previously done projects ranging from children’s parties to home invitations to custom posters. We are open to any work that you have in mind and happy to discuss your requirements with you.

Yes! We primarily work with our clients through e-mail. Shipping costs may also not be as high as you think!

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 customized quote. When contacting us please be sure to let us know the date of your event.

Follow @THEPAPERBUNNY On Instagram