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Frequently Asked Questions

ORDERS

1. What currency will I be charged in?

All orders are charged in Singapore Dollars (SGD).

2. What payment methods can I use?

We accept payment via:

  • Paypal with your Visa, MasterCard, or American Express credit/debit cards (no account needed)
  • Stripe with your Visa, MasterCard, or American Express credit cards (no account needed)
  • Local bank transfer

For local bank transfer, payment has to be made within 24 hours to avoid the order being cancelled. Email us with your order number and bank transaction reference number to verify your payment. A confirmation email will be sent to you within one working day.

3. Why should I order from Shop Vanillapup?

When you shop at Shop Vanillapup, you are browsing hundreds of products that were individually handpicked by the Vanillapup team. We do not list products that 

  • contain nasties or subpar ingredients or materials
  • are poorly designed or made

Each product has gone through our strict approval process and we hope that this will shine through as you shop with us. 

Also, we are always finding ways to reward our loyal shoppers to help them save! Scroll down to our "Loyalty Program" section for more information.

4. What if I bought an item that's cheaper elsewhere? 

At Shop Vanillapup, we offer competitive prices for premium products because we understand the satisfaction of getting the highest possible value from our purchases. 

Hence, if you have just purchased a product from us that you found is significantly cheaper at another local retailer, we would be happy to refund you the difference in the form of a credit voucher.

The comparing item must be:

Local - sold by a local retailer and not delivered from overseas

Identical - same brand, make, model, size, colour, version, packaging, and quantity

Regular-priced - standard, non-discounted, non-promotional, and non-subscription price

Currently-in-stock - available for purchase during the entire claim process

How to claim:

1. Prepare the URL or photos clearly showing the retailer's name and the product's lower regular selling price and packaging 

2. Submit your claim within 7 calendar days of your original purchase

3. We will respond to your claim within 3-5 working days. Once approved, the difference will be sent to you in the form of a credit voucher for future purchases

We reserve the right to deny claims that are determined to be ineligible or if we suspect abuse or misuse of our price match guarantee. Credit vouchers are valid for a year and cannot be used in conjunction with other discount codes. Our price match guarantee terms and conditions are subject to change without notice.

5. Would I ever get a product that's too close to expiry?

We ensure that all products we deliver are at least 6 months from their expiry dates. If you are buying in bulk, do let us know and we will ensure that they have long enough shelf lives to last your intended use period.

From time to time, products that are close to expiry may be sold at a discount and that will be clearly communicated.

DELIVERY

6. Is delivery free?

Local doorstep delivery is free for orders over S$50. For orders below S$50, a flat delivery fee of S$8 applies.

For overseas shipping, email us at hello@vanillapup.com with the item(s) you would like to purchase and your delivery address. We will get back to you within 3 working days with the cost of delivery. 

7. When will my item(s) arrive? 

We dispatch all in-stock items within 3 working days after order confirmation (unless stated otherwise). You can expect delivery within 1-3 working days. However, during festive periods, it may take 4-5 working days.

For out-of-stock items, we will notify you via email or Whatsapp. If you are unable to wait for the stock to arrive, you can make changes to your order or request for a refund via the same payment mode you used to purchase the item. However, do note that if the order amount becomes less than S$50, a flat delivery fee of S$8 applies.

If you need your order urgently, please email us at hello@vanillapup.com and we will try our best to work something out. However, do note that an additional fee may apply.

8. What if the delivery arrived while I am not home?

If the first delivery attempt by SingPost is unsuccessful, the parcel may be dropped into your letterbox or a delivery advice slip may be left at your door for you to arrange for redelivery (if applicable) or self-collection at a designated post office or POPStation.

If a courier service is used, the company will attempt delivery again. To reschedule a delivery, please contact the company directly.

If the addressee fails to receive or collect the parcel stipulated by the delivery company, the parcel will be returned to us. Please understand that a delivery charge of S$8 applies for us to arrange another delivery.

9. Do you ship outside of Singapore?

Thanks for your interest! We are based in Singapore but if you reside overseas, please email us at hello@vanillapup.com with the item(s) you would like to purchase and your delivery address. We will get back to you within 3 working days with the cost of delivery. 

RETURNS

10. Can I return my item? 

All items from Shop Vanillapup are thoroughly checked before delivery, but in the event that an incorrect or defective item has been sent to you, we will provide a refund under the following conditions:

  • You must email us at hello@vanillapup.com within 3 calendar days of receiving the order with your order number and picture(s) of the item
  • You must return the item to us using a traceable mode of delivery within 7 calendar days. Keep your receipt for return shipping refund. We are not responsible for any lost mail
  • The item must be returned unused and undamaged with the original packaging and tag intact

Upon receiving your returned item, we will check the item and process the refund with the return shipping fee via the same payment mode you used to purchase the item within 14 working days. Do note that if we find that a product has been intentionally damaged or tampered with by the customer, refunds will not be offered.

As returns are not allowed otherwise, please check your order (e.g. type, size, colour, quantity) before checking out.

LOYALTY PROGRAM

11. How does your rewards programme work?

Earn points when you make an order and/or refer friends! You can redeem your points anytime for discount codes (up to 3% rebate!). Currently, the points don't expire, so yay to that!

How to earn points

  • Spend: S$1 spent = 1 point (you have to be logged in to earn points, points are only credited for total paid excluding shipping costs)
  • Refer your friends: When you refer a friend, they will receive a S$6 discount code for their first order. Once they successfully makes their first order with us, 300 points will be credited into your account. You can get your unique referral link (when logged in) from the "Loyalty Program" launcher at the bottom left of the page.

You can view and redeem your points balance when you are logged in. Just click on your "Loyalty program" launcher located at the bottom left of your screen.

Note: We reserve the right to reverse points, void discount codes, and/or cancel orders if we suspect abuse or misuse of our loyalty or referral program. Loyalty and referral program mechanics and terms and conditions are also subject to change.

12. How do I redeem for discount codes with my points?

To redeem a discount code, log into your account, go to the "Loyalty Program" launcher at the bottom left corner of our store, click on "Spend Points" and redeem! You will be able to copy the discount code and paste it when you are ready to check out. 

You can also choose to keep and accumulate points to redeem whenever you want! The more points you earn, the better the conversion rate.

13. How many points do I need to redeem for discount codes?

Get up to 3% rebate for your spending!

S$1 discount - 100 points

S$5 discount - 300 points

S$10 discount - 500 points

S$30 discount - 1,200 points

S$60 discount - 2,000 points

OTHERS

11. There are products that I absolutely love that can't be found in your store. Can you bring them in?

We are constantly expanding our product range and we welcome suggestions from our customers and potential partners. If there's an item that you think we should carry, email us at hello@vanillapup.com. 

12. How can I contact you? 

Feel free to email us at hello@vanillapup.com if you have any questions or feedback.