eStore Shopping Information

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My Account

How do I register?

To place an order, you first have to create an account. You can register with these simple steps:
1. Click on ‘Registration’ on the top-left corner.
2. Fill up the mandatory details and click ‘Sign Up’.
Verify your email via the email link sent to you and you’re ready to start shopping and make your first purchase.

How do I manage my account?

Please login to your account.

You may click on your name on the top left corner to access to ‘My Account’. At ‘My Account’, you may update your account details (e.g. Password, addresses, email address), or check on your order details.

I can’t log into my account

There are several reasons why you may face problems logging into your account:
– Make sure you login using the same email and password that you have registered with.
– If you have lost or forgotten your password, click on ‘forget password’ and you will be directed to a reset password page.
– If you still facing other problems logging to your account, our customer service is always there to assist you. You may contact our customer service via the ‘Contact Us’ form on our website, or email us at contactus@moonrabbit.com.sg or call us at <insert phone number> and we’ll assist you as soon as we can.

My Order

How do I place an order?

You may browse for products or our recommendations through the various categories on our website or simply do a search using keywords if you already have something in mind.

Click on the product thumbnail to find out more details.
Select the number of quantity and click ‘Add to cart’ if you’d like to purchase.
You may continue shopping or click on ‘Check out’ once you are done with your selections.
Check on your items, quantity and prices in your shopping cart, to ensure they are correct, before proceed with checkout.
You may be requested to login to your online account, if you have not done so. If you do not have any account with you, you are required to create an online account with us, in order to make an order on moonrabbit.com.sg.

Select your preferred delivery method and, fill up the delivery and billing address.
Select your preferred payment mode and proceed with payment.
Once done, you have successfully placed an order and will receive an order acknowledgement email!
Order confirmation will be sent to your registered email as well, when your order has been processed.
Your order will be delivered to your delivery address or the preferred collection store in the next 2 working days.
To track on your order, you may check them via your ‘Order History’ in ‘My account’.

Can I change my order after it has been placed?

Once you’ve receive an order confirmation email, your order has been processed and no further changes can be made. We’ll process your order quickly once we’ve receive your order, as we strive to deliver and get the items to you as soon as possible. Therefore, changes to your items (e.g. Change of items, colour, quantity, size and etc.) will not be allowed once the order has successfully put through. You may place in a new order if you’ll like to order additional items and delivery charges may be imposed.

Can I cancel my order?

As your order will be processed immediately, you will not be able to cancel your order once you have confirmed payment. Cancellation is subjected to cancellation fee. For more assistance, you may contact our customer service via ‘Contact Us’ form on our website, or email us at contactus@moonrabbit.com.sg or call us at <insert phone number>.

Is there any order limit?

No, there is no order limits.

Is there a minimum requirement to checkout?

Yes, a minimum spend of $10 is required.

Products

How can I browse or find a product?

You may browse and find a product by categories and sub-categories in our website. You may also further narrow down the list of items by selecting the filters on the left navigation on each main/sub category page. If you already have a product in mind, you may simply type in the keyword in the search bar, which will direct you to a page containing the products related to your keyword.

What if the item I wanted/ordered, is out of stock?

We always try to ensure that the products in our store are always available and available stock count in our system is accurate.

What are the available modes of payment?

You can place an order and choose to pay using any Credit/Debit cards, American Express via our PayPal payment gateway.

Is it secure to purchase products and pay using the above payment modes with Moon Rabbit online?

Yes, definitely! Moonrabbit.com.sg is secured with Secure Socket Layer (SSL), which encrypts all your personal information so that these information remains only with us. Other than that, to enhance security, we do not store your credit card information. Upon check out, you will be re-directed to our payment gateway provider secured site in order to complete the transaction successfully.

I am having trouble making payment with my credit card.

If you receive an error message related to credit/debit card failure, please double check that the 16-digit credit card number, expiry date and CVN code are inputted correctly. If you still receive an error message after validation and a second attempt, try making payment with an alternative card or internet banking. For further assistance on your card error, please contact the issued bank of your credit/debit card.

Delivery

What are the available delivery options?

You may choose to receive your order via home delivery, or pick up from the headquarter office located at 3017 Bedok North Street 5, Singapore 486121 via the Self-Collection option.

How long is the delivery period?

All home delivery orders will be processed and delivered to customers within the next 2 working days from the date that order is confirmed. Home delivery orders are delivered anytime between 9am to 10pm. For ‘Click and Collect’ (self collection), orders will be prepared at the headquarter office and available for customers’ collection within the next 3 working days from the date that order is confirmed. A confirmation email will be sent to you for collection.

Is there any delivery charge?

Click and Collect mode: It’s Free. There will be no delivery charge for self collection.
Home Delivery: Enjoy free delivery with min. $100 nett spend. A delivery charge of $10 will be applied to order below $100.

Can I track my order?

You may track your orders via your ‘Order History’ under ‘My Account’, after logged in. Tracking reference number will be provided to you once order is processed. Should you have further enquiries on your order, you may contact our customer service via ‘Contact Us’ form on our website, or email us at contactus@moonrabbit.com.sg or call us at <insert phone number>.

Do you deliver to any location within Singapore?

We deliver to all addresses in Singapore except for the following restriction areas:

<Insert addresses/estates that are not available for delivery>

Do you ship overseas?

Yes, we do.

Our shipping rates are<insert shipping table and prices>

Delivery of goods is subject to custom duties, taxes and fees payable by the recipient at the prevailing tax rate of the destination country, and subject to custom regulations of the receiving country. Customer assumes full loss when the package is refused entry, confiscated, destroyed or returned. No refund of product or delivery charges whatsoever. Customer is advised to verify with relevant authorities regarding import regulations of the receiving country when in doubt.

Return

What if I receive an incorrect/incomplete order?

We will always check the condition of the items before packing and deliver them to you. However, if you did not receive your order in the expected conditions – defective/incorrect/missing item, please contact us via ‘Contact Us’ form on our website, or alternatively, email us at contactus@moonrabbit.com.sg within 7 days upon receiving your order.

Can I do an exchange for item(s)?

No. All products sold online are strictly non-exchangeable. For items delivered that are defective or incorrect from the order, we will review on case-by-case basis and arrange for a refund.

What is the return and refund policy?

All items bought are non-refundable. Exchanges will be credited via a return code that can be used for your next purchase online. We do not provide cash/credit card refunds.

All sale items (with vouchers, promo codes, promotion, and clearance) cannot be exchanged or returned.

We’ll always try to make sure that items delivered to you are of a good condition and correct. However, the following types of items can be put up for return and refund request:
– Defective item
– Incorrect item from the initial order
– Expired item
– Missing item

If you received any of the above items, please contact our customer service within 7 days upon receiving of your order, subjected to the following terms and conditions:

  • Item must be in their original purchase condition. All packaging of each item must remain in its original packaging, unopened and not defaced in any manner.
  • We will require the original tax invoice as proof of purchase from moonrabbit.com.sg
  • Please note that the item(s) cannot be exchanged without the original tax invoice and we reserve the right not to accept the item(s).

All return requests have to go though our customer service and the requests will be reviewed by Moon Rabbit, subjected to approval. The User is required to return any promotional benefits received with respect to the exchanged merchandise.

Moon Rabbit reserves the right to reject any exchange or return that does not fulfill any part of the above clause.

 

How do I return an item?

 

For all return requests, please contact us by submitting a return request via ‘Contact Us’ in our website or alternatively, email us at contactus@moonrabbit.com.sg, with your order number, item details, your contact details, and the reason for return. Once we have received your request, we will review and contact you on how you can proceed with the return of item (if applicable) and refund.

 

If the item(s) is returned for exchanged, customer(s) is responsible for the shipping charges. You can mail your item back by normal or registered postage. You will be provided with an order credit in the form of coupon code (valid for 90 days only) that can be used online. Processing time will take 1-2 days upon receiving the return parcel. FST will not be responsible for any lost or damaged items via normal postage.

 

Please return your purchase to the following address:

<insert address>

 

 

 

Onlineinformation, terms and conditions were last updated on <insert latest date>.

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