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Frequently Asked Questions

About Us
  1. What is Renopapa?
Products
  1. The item that I really want is already out of stock?
  2. The item I ordered is out of stock?
  3. Why is the weight and size different from your description when I measure the physical product?
  4. I am looking forward to your new products, how can I be updated?
  5. I'd love to feedback about your product! Where can I do that?
  6. Is it possible to view the product before I purchase?

     

My Account
  1. I need some help, who can I look for?

  2. How do I open a new account?
  3. How do I update my account details?
  4. There seems to be some issues browsing and ordering through your website.
  5. How do I unsubscribe from your mailing list?
  6. What are cookies?
Payment
  1. What payment types do you accept?
  2. Is it safe to use my credit card on your site?
  3. While processing payment, my computer suddenly freezes. How to check if my payment is successful?
  4. What is PayPal?
  5. How do I open a paypal account?
  6. I am encountering some problem with using Paypal.
  7. When is the payment deducted from Paypal account?
Prices
  1. What currency are your prices in?
  2. Are the prices inclusive of GST
  3. Why are your prices so attractive?
  4. I saw an item on offer elsewhere, do you do price match?
Vouchers & Coupons
  1. Where can I get Vouchers or Coupons?
  2. How do I use my coupon & vouchers?
  3. I am having issues using my coupon code.
Security
  1. How do I know it is safe to shop with you?
  2. Do you keep my credit card details?
  3. Will my information be sold to third parties?
Shipping & Delivery
  1. How long does it take for delivery?
  2. How will the item be sent?
  3. How do I pick up my Self-Collection Items?
  4. I missed my package, how can I have it re-delivered?
  5. What are the postage and handling fee?
  6. How do I change my shipping address after the order has been placed?
  7. My items haven't arrived yet. How can I check my order status?
  8. Do you ship internationally?
Exchange / Return
  1. What is Renopapa exchange / return policy?
  2. I received the item and I think I do not like it, can you do a refund?
  3. What if my item is faulty?
  4. Do I have to pay for the delivery charges involved during the exchange?

About Us

What is Renopapa?

Renopapa has been established to make your dream home come true! We wish to give you the most affordable price with the highest quality. You will also find the most welcoming and top customer service.

Bringing you the latest trends and most classy lifestyle options, we are constantly adding great collections, to beautify your home and to bring the Wow factors to you!

Products

The item that I really want is already out of stock?
We do our best to maintain the stock level accordance to the demand. Certain items are seasonal collections which are only available for a period of time. We will try to source the item or alternatives for you.

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The item I ordered is out of stock?

In a situation whereby your purchased item is sold out, we will contact you to arrange for possible alternatives. We can also arrange a credit voucher or refund for you if we are unable to source the item from elsewhere.

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Why is the weight/size different when I measure the physical product?
We will do our best to ensure the correct measurement of the weight and size. There may be slight differences of appoximately (+/-) 1-3cm due to different measuring methods or different batches of products manufactured. All product weights are inclusive of packagings. This will give you a more accurate weight measurement for shipping.

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I am looking forward to your new products, how can I be updated?

We are constantly updating new products. Do sign up with us and subscribe to our newsletter. You can also follow us on facebook & twitter to get the latest news!

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I'd love to feedback about your product! Where can I do that?
We look forward to hearing from you too! You can leave your feedback on product review or click the 'feedback' which is along the right side of every of our webpage. You can also send your feedback via:
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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Is it possible to view the product before I purchase?
Please contact us for further enquiries.
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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My Account

I need some help, who can I look for?

We will be glad to be of your assistance!
You may contact us at the following
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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How do I open a new account?
At the main page http://www.renopapa.sg , click 'Sign In' at the top right hand menu. In the new page, click 'Create an account' and fill in the informations requested, then click 'Submit'. You will be brought to 'My Dashboard' page. Registration is now complete. You will receive an email confirmation shortly.

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How do I update my account details?
Log in to 'My Account'. Click 'edit' next to the information that you wish to change. Update and click 'Save" to complete.

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There seems to be some issues browsing and ordering through your website.
Our website is best supported by Internet Explorer, Safari and Mozilla Firefox. Please ensure that the internet browser version you are using is up to date.
Do highlight to us if you still encounter difficulties, and we will do our best to resolve the technical issue. 

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How do I unsubscribe from your mailing list?

Log in to ʻMy Accountʼ Click the 'edit" next to 'Newsletter'. Update your selections as preferred and click 'SAVE" to complete.

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What are cookies?
Cookies are important to have a complete shopping experience with us.
Please visit http://www.renopapa.sg/enable-cookies

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Payment

What payment types do you accept?
We accept payment by Paypal Visa, Master, Amex, Discover. You will be diverted to a Paypal page, which will also accept regular credit card payment.

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Is it safe to use my credit card on your site?
Yes! It is absolutely safe. We also do not retain any credit card information. Please visit Http://www.paypal.com.sg to find out more.

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While processing payment, my computer suddenly freezes. How to check if my payment is successful?
Please view 'My Order' to check. If the order is successfully placed, you will see your orders here. You will also receive an order confirmation sent to your registered email address.

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What is PayPal?

Paypal is a safe and easy payment for online purchase whereby it allows you to send and receive money. Visit www.paypal.com.sg for more information.

 

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How do I open a paypal account?

You can open a PayPal account at http://www.paypal.com

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I am encountering some problem with using Paypal.
We are not in the position to provide assistance for Paypal issues. Please directly contact PayPal customer services.

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When is the payment deducted from Paypal account?
Payment deduction from Paypal account is immediate when you complete your purchase.

 

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Price

What currency are your prices in?

All pricing stated are i Singapore Dollar SGD

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Are the prices inclusive of GST

We do not charge you GST for your purchase.

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Why are your prices so attractive?
We aim to bring the best value to you and cutting down any unnecessary costs! Our products all comes directly from factory and also cutting down on storage cost. These savings will all go back to you!

 

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I saw an item on offer elsewhere, do you do price match?
We do our best to ensure we have competitive prices.

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Vouchers & Coupons

Where can I get Vouchers or Coupons?
Do sign up with us to receive your first voucher! You will also receive coupons or vouchers from time to time during promotion.

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How do I use my coupon & vouchers?

To redeem, simply enter the voucher / coupon code into the indicated field at the shopping cart. Click 'Apply coupon' and you will see the discount being applied.

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I am having issues using my coupon code.

Please ensure that you are entering the correct code into the Coupon Code field and click 'Apply Coupon' before 'Proceed to Checkout'.
If you have any difficulties please contact us, we will be happy to assist you.
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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Security

How do I know it is safe to shop with you?

Your privacy is our priority. We do our best to always ensure that your details are secure and will not be released to third party unless required for delivery of order.
Please check out our Privacy Policy.

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Do you keep my credit card details?

Absolutely not! We do not store your credit card details as payments are directly processed through Paypal. Please refer to www.Paypal.com

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Will my information be sold to third parties?

Your information will never be sold or passed on to any third parties. Your privacy is important to us.

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Shipping and Delivery

How long does it take for delivery?

Different product may have different delivery days. For orders placed before 12pm SGT, delivery period will be as stated in the product page.
Do allow additional 1 working day for orders placed after 12pm SGT.
If there are products with different delivery days required, your order will be sent out in a single delivery once all items are ready.
Delivery period are all based on number of Working Days. 

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How will the item be sent?

Your items will be send by Local Courier Service. You may check your order status anytime online.

We may have shipping promotion from time to time. Check out Shipping and Delivery for updates.

 

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How do I pick up my Self-Collection Items?
If you have chosen Self-Collection for your order, you will receive an email notification once your items are ready for collection. Please do contact us for your preferred collection day and time.

Contact Us at
Monday to Friday (excluding Public Holidays, Saturday and Sunday)
Tel: +65 +65 6636 7637
Email: enquiry@renopapa.com

 

Self-Collection Address:
Monday to Friday (excluding Public Holidays, Saturday and Sunday)
Collection Time: 9am - 1pm or 2pm - 6pm
8 Burn Road
#10-16 Trivex
Singapore 369977
*Do update us your preferred self-collection date and time

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I missed my package, how can I have it re-delivered?
You will be contacted and notified by the delivering company if you have missed your package for Re-delivery / Pick up. You may refer to your Order Status from our website
If you need further assistance regarding your specific order, please contact us at
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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What are the shipping and handling fee, and tax?

All local and oversea shipping are sent through Local Courier Service or Registered Mail Service.

There will be a minimal shipping fee of $3.90 if your purchase is below S$30. There is no GST charged for local purchase.

For oversea delivery, relevant shipping charge will apply. Please do contact us at enquiry@renopapa.com for the shipping rate of the product that you wish to purchase.

Please do take note that International orders may be subjected to import duties and taxes. The amount of tax chargeable depends on the delivery country. It must be paid to receive your package. Upon clearing of the package at your local custom, if there is a tax fee occurred, you will be contacted by the delivering company of the amount payable. Please contact your local customs office for further information on tax rate.

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How do I change my shipping address after the order has been placed?

Your shipping address can only be changed as long as your order has not been sent out for delivery to you.
Contact us immediately to change your shipping address for your specific order. We strongly advise you to call us directly.
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)
Email : enquiry@renopapa.com

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My items haven't arrived yet. How can I check my order status?

You may check your order status when you log into 'My Account' in “My Orders” page.
For any further enquiries regarding your specific order please contact us at 
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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Do you ship internationally?

International shipping may be arranged. Relevant shipping fees will apply. Please contact us for the shipping rate for the product(s) that you wish to order.

Please do take note that International orders may be subjected to import duties and taxes. The amount of tax chargeable depends on the delivery country. Upon clearing of the package at your local custom, if there is a tax fee occurred, you will be contacted by the delivering company of the amount payable. It must be paid when receiving your package. Please contact your local customs office for further information.

Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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Exchange / Return

What is Renopapa exchange / return policy?

Do contact us within 3 working days of receipt. We will only accept exchange/refund request due to product manufacturing defect or wrong delivery of product base on case by case situation.
We will follow up on the issue with you with further informations.

For approved exchange, you will be required to send the the item back to us first, before the exchange product is being sent out to you. Or you may go to our Collection office for the exchange.
You will need to pay for the return shipping, which will be later reimbursed back to you. 

All requests are subjected to approval.

Products sold are non-refundable.
For further enquiries on your order, please contact us at 
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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I received the item and I think I do not like it, can you do a refund?
We will only do exchange or refund due to product defect or wrong delivery.
Products sold are non-refundable.
If you need any other further assistance, Please contact us at 
Email: enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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What if my item is faulty?
We will always do our best to ensure your items are thoroughly inspected, and that all items are well packed to be safe for any conditions during the shipping process, before sending them out to you.
Please check your items immediately when you receive them. In rare circumstances if your item has a defect issue, please inform us immediately within 3 days upon receiving the items. 
We will be most glad to assist you!
Please contact us at
Email: enquiry@renopapa.com
Tel: +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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Do I have to pay for the delivery charges involved during the exchange?
If there is any exchange required due to product manufacturing defects or wrong delivery, we will absorb all the shipping cost.
If you need any other further assistance, Please contact us at
Email : enquiry@renopapa.com
Tel : +65 6636 7637 (Mon-Fri 9am-6pm Excluding PH Sat & Sun)

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