FAQ

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How long will it take to receive my order?

For standard products without personalisation, we can typically ship it out within 2 business days, excluding delivery time.

All personalised products are made to order and the processing time for our products vary from 2 – 5 business days. You may refer to the respective listing page for more information on the processing time required.

We will always do our best to get your order to you as quickly as possible. When ordering as a birthday gift or for a special occasion please be sure to allow the amount of time required and place your order in advance if possible to avoid disappointment.

 

What if I select Local Express Delivery?

If you are needing something in a hurry, we would recommend you to opt for Local Express Delivery (1 – 2 business days). 

However, please note that choosing Express Delivery does NOT mean that we are able to complete your personalised products any quicker. The processing process period will still apply. Express Courier Delivery refers to the shipping method we use to send your orders to you. Please contact us to enquire for urgent requests prior to your order.

 

Can I request for specific time slot delivery?

We’re unable to guarantee a specific time slot delivery for all our delivery options. Express Delivery typically delivers between 9am – 6pm. However, if you require specific time slot delivery, you may contact us at hello@thepeppycurator.com to request so that our team may advise accordingly. Additional charges may apply.

 

I need my order urgently for my event, will you be able to help?

For any urgent orders, please contact us at hello@thepeppycurator.com with your order requirements and contact number so that our team can be in touch with you to advise accordingly.

 

Preorder Products

If a new to stock item is on offer as a ‘Pre Order’ this will be specified on the product listing as well as the expected arrival and dispatch time.

For example: Pre Order – Stock arriving early July

This means that we are expecting the stock to arrive in early July and your order will be posted once we have the stock.

Should you see another item on our website you would like to purchase while waiting for a pre order, let us know and we can add it to your original order and save you additional delivery charges. If you order existing stock AND a pre order item, we will ship your entire order together once the pre order item(s) arrive.

Can I amend/cancel my order after confirmation? 

Please email us at hello@thepeppycurator.com to notify us urgently should there be any changes (i.e. design, colour, personalised text) required for your order.

We will try our best to accommodate to the required changes, but we cannot guarantee as our production may have started. We would recommend our customers to review the orders carefully before checking out.

 

I received a defective item. What should I do?

We’re sorry for sending you a defective item!

Please email us at hello@thepeppycurator.com within 7 calendar days of receiving your order with the following information:

  1.  Your order number
  2.  The name of the defected item
  3.  Photograph of the defect

Our team will be in touch on the next steps to take and advise on the availability of replacement.

If a replacement is no longer available, an online gift voucher will be provided instead. Items returned must be unworn, unused, unwashed, unaltered, in its original condition.

 

I received a wrong item. What should I do?

We’re so sorry for mixing up your order!

Please email us at hello@thepeppycurator.com within 7 calendar days of receiving your order with the following information:

  1.  Your order number
  2.  The name of item you have ordered
  3.  The name of item you have received
  4.  A photograph of the packing list

Our team will be in touch on the next steps to take and advise on the availability of replacement.

If a replacement is no longer available, an online gift voucher will be provided instead. Items returned must be unworn, unused, unwashed, unaltered, in its original condition.

 

An item is missing from my package! What should I do?

Fret not! Please email us at hello@thepeppycurator.com with the following information:

  1.  Your order number
  2.  The name of the missing item
  3.  A photograph of the packing list

Our team will run a check for you & reach out to you soonest!

Can I get a return/refund on my personalised product?

Unfortunately we do not offer ANY refunds on personalised products and all sales are FINAL. The only exception is if your item is found to be faulty – in this instance we will work with you to replace your product ASAP.

 

I changed my mind, can I return my order?

Change of mind purchases request have to be sent to our email within 7 calendar days of receiving your order with the following information for our team to review:

  1.  Your order number
  2.  The name of item you would like to return
  3.  Reason for return

We will refund product purchase price only (no postage/delivery fee) in the form of store credits once the item has been received back in original packaging. Return postage is at the cost of the customer.

We reserve the right to charge a restocking fee of 10% for change of mind purchases.

Can I do partial payment or full payment during delivery/collection?

Unfortunately we do not allow partial or payment during delivery/collection. Full payment has to be completed before we can confirm your order.

 

What are the available modes of payment?

We offer the following modes of payment – Direct Bank Transfer / PayNow, Visa, Mastercard, PayPal & Hoolah (3 Instalments, No Interest)

All Direct Bank Transfer / PayNow has to be completed within 24 hours upon submission of your order. Inter-bank transfer would have to be done via FAST for immediate clearance. Unpaid will be cancelled thereafter. 

Is there any text limit for personalised embroidery/printing?

Generally for most of our products, there are no limits to the number of characters for personalisation. However, if the text is too long we will have to scale it smaller to fit to frame. Do contact us if you are unsure how your text will appear on our products before placing an order.

 

Can I send you my custom design for embroidery/printing instead?

Yes, we are usually able to do so. However it is subject to the design complexity & product suitability. For custom design / font embroidery & printing, please email us at hello@thepeppycurator.com with the high resolution artwork so that our design team can look into it & advise accordingly.

We will not be able to accept unauthorised licensed designs & branding – i.e. Disney characters.

 

Can I send you my items for embroidery or printing instead?

Unfortunately we are unable to embroider or print on 3rd party products as we are not liable for any damages done during production.

Do you have a shop that I can view the products in person?

We do not have any retail stores at the moment. However, we can arrange for product viewing at our studio located at Bukit Merah Central on weekdays, office hours. Please contact us to arrange for an appointment.

 

Do you provide gift wrapping services?

Yes we do! You may check out our gift wrapping service via the link below:
https://thepeppycurator.com/product/gift-wrapping/ 

 

Do you provide any discount or corporate rates for bulk orders?

For bulk or corporate orders, please email us at hello@thepeppycurator.com with your order requirements and contact details. Our sales team will be in touch you within 2 business days.

 

I am looking to curate a box for my corporate event, would you be able to help?

Yes, we do provide sourcing and gift concierge service for corporate/bulk orders. please email us at hello@thepeppycurator.com with your order requirements (items & budget) as well as your contact details. Our sales team will be in touch you within 2 business days.

 

I would like to send the gifts directly to my friend/bridesmaid/groomsmen. How should I place my order & indicate the delivery addresses?

Shipping charges for each order is based on delivery to ONE address only. If you’re planning to have them sent directly to different addresses, please check out individually instead.