FAQs

 

Ordering 

 

How do I select the items I want to purchase?

If you know what items you are looking for, you may use the search function at the top left corner of the website to look for the product. Alternatively, you may browse through our products by category. After you have selected the product, click in to the product page, select the quantity and click add to cart. 

 

I have selected my products. How do I complete my order?

Step 1. After you have finish selecting your products, click on the 'shopping bag' icon or the item count indicator at the top right hand corner of the page to proceed to review your shopping cart. 

Step 2. Review your shopping cart to make sure that the items you have selected are correct and then click 'Checkout' to proceed to the next step.

Step 3. Fill in your email address and your shipping and billing information. If you have any discount code, you may enter it at this page under discount. Lastly select your payment method and click 'Review Order' to proceed. 

Step 4. Review your order and click 'Submit Order' after you have verifed all the information is correct. 

  • If you have selected PayPal as the payment method, you will be redirected to the PayPal page to finish the payment.
  • If you have selected Bank Transfer as the payment method, you will be redirected to the 'Update Payment Transfer' page. You can utilise the quick links on the page to make your bank transfer payment and update the bank transfer details on the 'Update Payment Transfer' page. Do note that payment and bank transfer details must be submitted within 24 hours of placing the order or the order will be cancelled automatically. Repeated dead buyers will be blacklisted.

 

 

Payment Methods

 

What are the payment methods available?

We accept 3 modes of payment at The Rabbit Burrow. You can make payment via Credit Card, PayPal or bank transfer. 

 

What currency will be charged for my credit card?

All transactions at The Rabbit Burow are in Singapore Dollars only. 

 

How do I pay by bank transfer?

You wil have to login in to your Debit account and make the bank transfer to our OCBC account,  Account number: 518790456001 and then update the bank transfer details  within 24 hours of placing the order or the order will be cancelled automatically. Repeated dead buyers will be blacklisted.

 

 

Shipping & Deliveries

 

How much is the delivery charges? 

For orders below $100, a delivery fee of $4 is imposed. However, if your order is more than $100, the delivery fee is waived off. 

 

How does self collection works?

Self collection is available free of charge for orders above $15, at Jurong East MRT station between 7-7.30pm from Monday to Friday, excluding eves and Public Holidays.

For self collection, please select Self Collection as the shipping method and enter the time and date that you would like to make the collection in the “Order Comments" box during check out. 

For a fuss free collection, please adhere to the following:

  1. Bring along a printed copy of the invoice for the meet up to ensure a smooth collection process. 
  2. Stick to the selected date and time for the meet up. 
  3. For bank transfer, ensure that your payment has been made and updated the day prior to the collection, if not, we won't have sufficient time to prepare your order for pick up.

Do note that the earliest date for self collection is the next working day after payment received. 

 

 

Exchange & Returns

 

If I change my mind, can I return the product?

We do not accept any returns for products delivered. However, for situations when there is wrong or defective product delivered, we can arrange for an exchange of the product. 

 

How do I make an exchange if I receive a wrong or defective product?

For exchange, you will need to email to contact@therabbitburrow.com to get a return authorization code from us before mailing us back the products. In your email, please state your order number as well as the reason for the exchange. Exchanges are judged on a case by case basis and we may request for further information. Please write to us within 7 days of the date of receipt of the order as requests received more than 7 days after the date of receipt will not be accepted.

Note: Returns without a prior approval will not be accepted. Shipping is non refundable. We will only be responsible for the cost of shipping on exchanges or returns for incorrect deliveries. For all refunds, the refund can only be issued to the original mode of payment or in the form of store credits. 

 

 

Gift Vouchers

 

Why should I purchase gift card from The Rabbit Burrow?

If you are not sure what to give your friend for birthday or housewarming, you can purchase a gift voucher from The Rabbit Burrow. With the credits, your friend will be able to choose the perfect present from themselves from our website. Our gift card comes in denominations of $20, $50, $80 or $100.

 

Can I purchase the gift vouchers in othe denominations?

We are sorry but currently, our vouchers are only available in denominations of $20, $50, $80 and $100.

 

I received an email informing me that I received a gift voucher, how do I use it?

At The Rabbit Burrow, we save you the hassle of managing your gift vouchers. All gift vouchers are automatically tagged to the recipent's email address. You can make your purchase by logging in to the account  to utilise the store credits. For non-members, a password will be generated for you tagged to your email account when someone sends you a gift voucher. 

 

 

Out of Stock 

 

The product I am looking for is out of stock. When will it be back?

To keep yourself updated on the stock availability, you may click on join waiting list on the product to register your interest. When we restock the product, we will send you an email notification!

 

 

Bulk Order

 

Some of the items I want does not have enough stock. I would like to purchase more quantity, what can I do?

As we carry limited stocks for each product, feel free to email us at contact@therabbitburrows.com if the products you are looking for is out of stock or do not have enough stocks and we can help to make arrangement for you!

 

Do you all take bulk orders?

Yes we do. For bulk orders, you may send your enquiries to hello@therabbitburrows.com and we will respond to your needs.

 

If you have any other queries, feel free to contact us at hello@therabbitburrow.com! 

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