FAQ

(A) Order Issues

  • Do I have to create an account to shop with you?

Yes, you have to create an account in order to shop with us.

  • I have a missing item/incorrect item from my order, what do I do?

We’re sorry to hear that! Please email us at enquiries@thetinselrack.com and we’ll send you the missing item as soon as possible.

  • What do I do if I receive a faulty item in my order?

Oh no! Please email us at enquiries@thetinselrack.com within 7 working days of receiving the item(s) and we’ll process an exchange for the faulty item immediately. Do note that your email must include snapshots of the area of defect clearly.

If the defected item is still in stock, a replacement piece will be sent out together with a stamped envelope for the return of the defective piece. Customers will be required to mail the defected piece out to us within 7 working days. In the event whereby the defected item is out of stock, store credits/refunds may be issued. The refund will only be done if the item is being returned back to us. Meetups/personal drop-offs will strictly not be adhered to for returns.

  • Can I amend my order after I've placed it?

Please email us at enquiries@thetinselrack.com with your order number in order for the team to check if your items have been dispatched.

  • Can I cancel my order after I've placed it?

Please email us at enquiries@thetinselrack.com with your order number and we will evaluate on a case by case basis.

  • Can I get a refund if the price has changed since I ordered it?

As an established online retailer in Singapore, our prices change according to the current fashion trends, inventory as well as demand from our customers. In this case, we’re afraid we will not be able to provide a refund for the difference in price.

  • I've bought a gift voucher, can I cancel or return it?

Gift cards are non-exchangeable and non-refundable.

  • What can I do if the payment for my order is declined?

If your payment has been declined, please submit a new order as we are unable to process any orders if payment has not been made.

To help ensure your payment will not be declined when placing a new order, we suggest checking the following:

  • Check the card details on your TTR account to make sure the information is correct, e.g. the expiry date or your billing address.

  • Make sure you enter the CVV correctly - that's the three-digit number on the back of your card.

  • If you've checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, please drop us an email at enquiries@thetinselrack.com

  • Do you offer a wholesale discount for bulk buying?

We’re afraid not, all prices for our products are as indicated.



(B) Delivery

  • What delivery options do you offer?

  • Local courier delivery ($3.50) - 3 to 5 working days by Ninja Van and J&T

Free delivery is offered for local purchases above SGD100. (Applicable separately for backorder and instock items)

  • For international shipping, we currently ship by Ninja Van and Fedex - postage charges will be reflected accordingly during the check-out process

  • What should I do if my order hasn't been delivered yet?

Upon receiving the shipping details, do allow 3-5 working days for the parcel to be delivered. Please email us at enquiries@thetinselrack.com if you do not receive your order after 5 working days.

  • How can I find your international delivery information?

You may wish to refer to our shipping page for more information

  • Can I track the delivery of my order?

For local and international orders by Ninja Van, your parcel can be tracked here by entering your NVSGTTR0000 + order number (e.g. NVSGTTR00001800123)
For international orders by Fedex, please email us for your tracking number.

  • What happens if I'm not in when my order arrives?

If you are not in when your order arrives, Ninja Van will contact you to schedule for a redelivery.

  • My order status is still ‘order processing’, when will it be shipped?

The Tinsel Rack team takes 1 – 2 working days (excluding weekends and PH) to process your order and dispatch your parcel. 

  • Can I have my parcel redirected to a different address?

Please email us at enquiries@thetinselrack.com with your order number in order for the team to check if your parcel has been dispatched. If your parcel has been dispatched, I’m afraid we are unable to redirect it to a different address.

  • Can I choose a specific time or day for my delivery?

Unfortunately, this service is currently unavailable for all our shipping options.

  • Can I pick up my items in store?

Self collection is not available at the moment. 



(C) Returns & Refunds

  • Do you accept returns?

Yes, we accept returns for regular priced items in exchange for store creditsOrders made with promotional codes, store credits, sale items and non-clothing items such as accessories and bags are not allowed for returnsPlease refer to our return policy page for more information.

  • Why hasn't my return/refund of store credits been completed yet?

The Tinsel Rack team takes 7 working days to process all requests and we seek your understanding while we verify if the return/refund of store credits is possible.

  • I'm an International customer. How do I return something to you?

Please submit a return request on our website. Under My Account > Orders > Return Item

  • Can I return items I've bought with a gift voucher?

Items bought with gift vouchers can be returned for store credits (valid for 6 months). If you’ve received a defective item or would like to do item return, please email us at enquiries@thetinselrack.com with your order number within 7 working days of receiving the item(s) and our team will advise if a return is possible.

  • I returned an item and it was incorrectly refunded or replaced.

Please email us at at enquiries@thetinselrack.com and we will double check with the team immediately. We do apologise in advance if our team happens to make any mistakes in handling your orders. We will definitely try our utmost best to rectify mistakes if any.

  • Do you refund postage fees if I return something?

We will reimburse postage fees if the returns are for defective items. However, we will not be able to reimburse postage fees if you are returning the item for store credits.


(D) Payments, Gift Vouchers & TTR Points

  • How can I pay for my order?

We accept credit card and Paypal payments.

*ATM transfers and cash deposits are strictly not accepted. (In the event that cash deposits are done and there are extra amounts after paying for item, the excess amount will be kept as store credits and are non-refundable.)

  • How do I use my Gift Card to pay for an order?

Your Gift Card will show up as a payment option while you are checking out, and you can choose the amount you want to pay with using your Gift Card.

  • How can I purchase a Gift Card?

You can purchase a Gift Card through our website here.

  • Do you offer paper or non-electronic Gift Cards?

Unfortunately, our Gift Cards are only available online at the moment.

  • Can I use more than one promo code on my order?

You can only use one promo code per order.

  • Are my details safe when ordering online with The Tinsel Rack?

Our customers' privacy are of utmost importance to us here at The Tinsel Rack, and you can read more about our privacy policy here.

  • Do you have a membership system?

Yes we do! For more information, you may wish to refer to: http://www.thetinselrack.com/ttr-points

  • How do I redeem the TTR points if I do not wish to accumulate for the membership?

You may wish to redeem the TTR points upon checking out.



(E) Product & Stock

  • Can you tell me if you're getting an item back in stock?

Do join the waiting list for any items that are out of stock and you will be notified once backorders are opened.

  • Where can I find your size guide and care instructions?

You can refer to our Customer Care page here for more information on size guide and care instructions. Otherwise, measurements for our apparels are listed on their respective pages as well.

  • Can you give me more information about your products?

If you’d like more information on our products, please feel free to email us at enquiries@thetinselrack.com.

  • How can I get in touch with your Customer Care Team?

You can email our Customer Care Team at enquiries@thetinselrack.com.


(F) Technical Issues

  • I'm having trouble signing into my account.

Please email us at enquiries@thetinselrack.com and we’ll check on your account.

  • What can I do if I'm not receiving emails from The Tinsel Rack?

There may be a number of reasons why you're not getting these from us.

Your email software may be marking our emails as junk mail. To stop this from happening, please add enquiries@thetinselrack.com to your email address book.

Make sure you typed in the correct email address when you signed up with us. Just sign in to your account to check this.

If after this you’re still having trouble, contact our Customer Care Team at enquiries@thetinselrack.com, giving as much detail as you can about the issue and we will try our best to help.

  • I'd like to close my account with The Tinsel Rack, how do I do this?

Please email us at enquiries@thetinselrack.com and we will proceed to close your account for you.

  • How can I unsubscribe from your emails/newsletters?

You can always choose to unsubscribe or to update your subscription preferences at the end of every newsletter.

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