We extend our apologies if the item received did not meet your expectations or arrived with any defects. We are committed to swiftly resolve this matter with grace and efficiency:
– Please provide a clear photo or video showcasing the item in its original condition and kindly forward it to our team at hello@thepanache.co within seven days of receiving your parcel.
– Upon verification, we will expedite the exchange process, ensuring a prompt replacement. Should the desired item be unavailable, a refund will be promptly initiated to your original payment method.
Should your chosen item fit not quite as envisioned, we are delighted to facilitate a tailored exchange:
Kindly complete the exchange return form and send it over to us at hello@thepanache.co.
Leave the logistics to us; we will coordinate a courier service to deliver your desired size directly to your doorstep. Additionally, a pre-stamped envelope will be included for the seamless return of the original item at a modest nominal fee of $4.50.
Should your preferred size is not available, we invite you to select an alternative color or design from our available range. Alternatively, you may opt for store credit and shop till you find something else you love.
All orders within Singapore are managed by various local logistics companies. Once your payment is verified, we will dispatch your order within 2 working days.
Delivery Cost & Timeline: SGD 5 flat rate (FREE on orders SGD 150+) | 2-4 business days after dispatch
Note that during sale or peak periods, there might be some delays in deliveries.
All international orders are handled by Janio/FedEx Express. Similar to local orders, these will be shipped out within 2 working days post-payment verification.
Delivery Cost & Timeline: SGD 30 flat rate (FREE on orders SGD 200+) | 7-14 business days after dispatch (delivery time may vary depending on destination and customs clearance)
If your parcel does not reach you within 7 working days for local SG orders, or 30 working days for international orders, after it has been dispatched, please contact us at hello@thepanache.co
Our team will promptly assist you in tracking the status of your parcel.
In the event of multiple failed attempts, your parcel may either be returned to us or, in some cases, discarded by the carrier. In the event that your order is lost or discarded during its return journey, we regret to inform you that we cannot assume responsibility for this loss.
Should we receive the returned parcel, please note that we do not offer refunds in such situations. However, we are willing to re-dispatch the parcel to your address. In this scenario, you will be required to bear the additional delivery costs. We advise customers to ensure availability for the delivery to avoid such inconveniences and additional expenses.
We understand the need for flexibility in updating delivery information. Our goal is always to ensure that your order reaches you as swiftly as possible, and we strive to provide the most accurate delivery schedule.
To accommodate changes or cancellations, we request that these are made within 12 hours of placing your order. This timeframe allows us to process any modifications before your order is dispatched from our warehouse. Once your order is en route, we regret that it is no longer possible to change the delivery address.
Please note that any requests for changes must be communicated through the same email address used for placing the order. Additionally, when providing a new delivery address, ensure that all details are comprehensive and accurate, including the house number, street, zip code, etc. We must emphasize that we cannot be held responsible for any additional re-delivery costs or for orders that are lost due to incomplete or incorrect delivery details.
As soon as your order is dispatched from our warehouse, you will receive a delivery confirmation email. This email will include your tracking number, allowing you to monitor the progress of your shipment. Please allow the carrier 1-2 business days to update the delivery status of your order. This brief period is necessary for the carrier to accurately reflect the current status of your shipment in their tracking system.
Once you have completed your purchase, please keep an eye on your email inbox for an Order Confirmation email. This email will be sent to you as soon as your order has been processed by our system. Typically, the confirmation should arrive within minutes of placing your order. If, for any reason, you do not receive this confirmation email, do not hesitate to email us at hello@thepanache.co . We will promptly look into the status of your order and ensure that everything is on track.
Our commitment to delivering your order swiftly often means that many of our products are manufactured immediately after the order is placed, particularly in cases of low stock. We make every effort to ensure that your order is delivered as promptly as possible and aim to provide you with the most precise delivery schedule.
To accommodate any changes or cancellations, we kindly request that these requests be made within 12 hours of placing your order. If you need to make a change or wish to cancel, please send us an email within this 12-hour window, clearly stating your desired changes or the reason for cancellation
We encourage our customers to thoroughly review their orders before finalizing them, to ensure both accuracy and satisfaction. Once an order is placed and the payment is processed, it becomes a part of our production workflow.
Please be aware that once an order has entered the production phase, it cannot be canceled. This policy helps us maintain an efficient production process, minimizing both resource wastage and time delays.
It’s important to note that any changes or cancellations to your order must be made within 12 hours of placing the order. After this period, the order becomes fixed and enters our processing system. Additionally, once your order has been dispatched from our warehouse, it is no longer possible to cancel it. This policy ensures that our fulfillment and delivery processes remain efficient and uninterrupted.
We are dedicated to ensuring that your order reaches you as swiftly and accurately as possible. In line with this commitment, we provide a precise delivery schedule for each order. To maintain this efficiency, we require that any changes or cancellations to your order be made within 12 hours of placing it.
At the heart of our business are our core values, centered around customer satisfaction. We recognize that purchasing items online can sometimes feel uncertain, which is why we aim to create a worry-free experience at our store. Our goal is to ensure that there is absolutely no risk involved when you choose to buy our products. We strive to make your online shopping experience seamless, satisfying, and secure.
Refunds are only available in rare cases, such as receiving a defective product or an incorrect item. If this happens, please email us at hello@thepanache.co within 7 days of delivery, with your order number and a photo of the issue.
Each request will be carefully reviewed on a case-by-case basis. Beyond these situations, we are not able to accommodate refunds. We truly appreciate your understanding and support.
Our commitment to delivering your order swiftly often means that many of our products are manufactured immediately after the order is placed, particularly in cases of low stock. We make every effort to ensure that your order is delivered as promptly as possible and aim to provide you with the most precise delivery schedule.
To accommodate any changes or cancellations, we kindly request that these requests be made within 12 hours of placing your order. If you need to make a change or wish to cancel, please send us an email within this 12-hour window, clearly stating your desired changes or the reason for cancellation.
We encourage our customers to thoroughly review their orders before finalizing them, to ensure both accuracy and satisfaction. Once an order is placed and the payment is processed, it becomes a part of our production workflow.
Please be aware that once an order has entered the production phase, it cannot be canceled. This policy helps us maintain an efficient production process, minimizing both resource wastage and time delays.
It’s important to note that any changes or cancellations to your order must be made within 12 hours of placing the order. After this period, the order becomes fixed and enters our processing system. Additionally, once your order has been dispatched from our warehouse, it is no longer possible to cancel it. This policy ensures that our fulfillment and delivery processes remain efficient and uninterrupted.
We are dedicated to ensuring that your order reaches you as swiftly and accurately as possible. In line with this commitment, we provide a precise delivery schedule for each order. To maintain this efficiency, we require that any changes or cancellations to your order be made within 12 hours of placing it.
At the heart of our business are our core values, centered around customer satisfaction. We recognize that purchasing items online can sometimes feel uncertain, which is why we aim to create a worry-free experience at our store. Our goal is to ensure that there is absolutely no risk involved when you choose to buy our products. We strive to make your online shopping experience seamless, satisfying, and secure.
For online orders, we offer a variety of convenient payment options to suit your preferences. You can choose to pay using Visa, Mastercard, American Express, Google Pay and PayNow. Select the payment method that works best for you and enjoy a seamless shopping experience with us!
If you encounter difficulties during the payment process, here are several steps to help you troubleshoot and resolve the issue:
– Verify Payment Details: Double-check that your payment information is correct, including the card number, expiry date, and CVV code.
– Card Authorization: Ensure your card is authorized for both international and online purchases. You may need to contact your bank for detailed information on this.
– Alternative Browsing Options: Try using a different internet browser or the Klook mobile app to complete your booking.
– Alternative Payment Methods: Consider using a different credit card, or select a different payment method altogether.
– Promo Code Compatibility: If you have applied a promo code to your order, please review the Terms & Conditions of the promo code to confirm it is applicable with your selected payment method.
– Internet Connection Stability: Ensure your internet connection is stable and strong, especially during checkout, as a dropped connection can lead to payment failure.
– Handling Unsuccessful Payments: If your payment was unsuccessful, it might be due to a dropped internet connection or card rejection.
If you continue to face issues after multiple attempts, please reach out to us with a screenshot of the error message, and we will assist you in resolving it.
Should any of these steps fail to resolve your payment issue, please do not hesitate to contact us for further assistance. We are dedicated to ensuring a smooth and successful checkout experience for you.
We apologize for any inconvenience you may be experiencing with your promo code. Here are some common reasons why a promo code might not be working:
– The code may have been entered incorrectly. Please double-check your entry.
– The promo code could have expired.
– Your order might not fulfill the specific requirements for the promo code, such as the minimum order value or eligible product types.
– You may have reached the usage limit for the promo code.
Sometimes we collaborate with other companies for cross-promotions. However, codes found on third-party coupon sites like ‘Retail Me Not’ are often not authorized by us and may be expired or invalid.
Promo codes need to be entered at the time of checkout to be effective. If you’re encountering an error but believe your promo code is valid, please reach out to our support team at hello@thepanache.co for additional assistance. We’re here to help!
To apply your Discount Code, simply enter it at the checkout stage. Once you input the code and click on “Apply”, you should see the revised total amount reflecting the discount.
Please note that discount codes cannot be applied retroactively to an order that has already been placed. Unfortunately, if a discount code was not applied at the time of purchase, we are unable to offer a reimbursement. However, you can certainly use the code for your next purchase with us, provided it meets the specific terms and conditions of the discount. We appreciate your understanding and look forward to serving you again!
You can email us at hello@thepanache.co for more enquiries and it will be dealt with on a case by case basis.
Please be aware that we accept only one promo code per order. It is not possible to combine promo codes with other discounts.
Store credits are valid for 6 months online and in-store.
Expired credits can be extended for 14 days upon request via email.
To use your store credit during checkout, please follow these simple steps:
Proceed with your checkout as usual.
When you reach the Checkout – Payment Page, look for and select the ‘redeem’ button.
Any available store credit will automatically be applied to your purchase. If the total cost of your order is less than your available store credit, the remaining balance will stay in your account for future use.
Orders paid with Store Credit can be returned.
Please be reminded that the prices displayed do not include duties and taxes. The total shipping cost, which is based on the actual weight of the item, will be calculated and shown at checkout.