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Frequently Asked Questions

Order Issues

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

An account doesn’t have to be created prior to the purchase. However, it will be automatically created upon completion of your first order and you can find the login details in your email inbox.

Alternatively, start your journey by signing up here (it’s easy!)

  • 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 our team will assist you within 48 working hours.

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

Oh no! Please email us at enquiries@thetinselrack.com within 7 working days of receiving the item(s). Do note that your email must include a clear photo of the area of defect. 

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

Amendments or cancellations can’t be made after your order has been confirmed. Your order is processed by our system immediately after confirmation to ensure it reaches your doorstep as soon as possible.

  • 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.

  • What should I do if my payment was successful however my order got cancelled?

We’re so sorry to hear that, please drop us an email at enquiries@thetinselrack.com with the relevant payment screenshot.

Delivery

  • What delivery options do you offer and how long does it take?

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

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

Upon receiving your order confirmation email, 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.

  • Do you deliver internationally?

Yes, we ship worldwide! For more info on where we deliver to, international shipping rates and delivery time frames, head on over to our shipping page for more information.

  • How can I check the delivery status of my order?

You may wish to login to your account and check the status of delivery under your order history.

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

If you are not in when your order arrives, our courier delivery partner will attempt redelivery on the next working day. In the event of failed delivery, our courier partner will contact you to schedule for another redelivery.

  • 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 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 collect my online purchase at the store/your headquarter?

Unfortunately self collection is not available at the moment. 

 

Returns & Refunds

  • Do you accept returns?

We do accept returns for online purchases. View our online return policy here.

  • How can I return my order (local/international orders)?

Find out how you can start your return process here.

  • I’ve returned my order, when will my return of store credit be reflected in my account?

The Tinsel Rack team takes 5-7 working days to process your returns upon receiving your return parcel. Once your return of store credit has been completed, an email notification will be sent to you. 

  • Can I return items I've bought with a gift cards for store credits?

Items bought with gift cards can be returned for store credit (valid for 6 months). 

  • 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 not be able to reimburse postage fees if you are returning the item for store credit.

 

Payments & Store Credits

  • How can I pay for my order?

For online orders: We accept credit card and paypal and grab pay payments.

For in-store purchases: We accept cash, nets, credit card, DBS max, grab pay and fave pay payment.

  • How much is your products in other currencies?

All prices are listed in Singapore Dollars. For overseas customers, price conversion is estimated based on the latest currency exchange rate. The final currency exchange rate will be based on your credit card issuing bank.

  • How can I use my store credit?

Please login to your account and your valid store credit will appear as a payment option upon checkout.

  • What happens to my store credit balance?

The store credit balance will remain in your account for your next purchase. Store credits are valid from 6 months from the date of issue. For more information, click here. 

  • 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.

Gift Cards & TTR Points

  • Do you sell gift cards?

You can purchase an e-gift card through our website here. E-gift cards can be utilised in-stores and online.

You can purchase physical cards at our retail stores; they can only be used in stores.

  • How do I use my gift card to pay for an order?

Please login to your account and your Gift Card will appear as a payment option upon checkout. Any unused amount will remain in your account for your next purchase.

  • Does the gift card come with expiry?

Our gift cards don't come with an expiration date.

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

Gift cards are non-exchangeable and non-refundable.

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

You can only use one promo code per order.

  • Do you have any membership perks?

Yes we do! Get together with TTR here: http://www.thetinselrack.com/ttr-points

  • I’m new and signed up for your mailing list, why didn’t I receive the 15% first-timer discount code?

We’re sorry to hear that, please kindly check your spam inbox. In the event where the email is not received, please email our team at enquiries@thetinselrack.com.

  • How do I redeem my TTR points?

Please login to your account and your TTR points will only appear as a payment option if you have accumulated a min of 3000 points. For more information, click here.

Website and Product Information

  • How can I place an order?

1) Browse items by categories, eg 'New Arrivals', 'Tops' etc.

2) Click on ADD TO TOTE for the item(s) which you wish to purchase.

3) Upon submission of the order, you will be directed to the checkout page.

  • How will I know if an item will be back in stock?

Do join the waiting list for any items that are out of stock and you will be notified via email once it’s back.

  • 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.

  • My item(s) disappeared upon checkout, why did this happen?

Adding item to cart is not a guarantee that the item is reserved for you. Someone else could have that same item in cart and carted out before you did. 

  • How can I get in touch with your Customer Care Team if I have more queries?

For urgent enquiries, you can contact our team via live chat (weekdays 10am - 6pm). Alternatively, you can email our Customer Care Team at enquiries@thetinselrack.com.

 

Physical Store Purchase

  • Where are your stores located?

We’re located in Orchard Gateway #02-17A (12pm - 8pm daily) and Tampines One #02-11 (12pm-8.30pm daily)

  • Are all your online products available in stores?

For in-store product availability, you may visit each individual product page under IN STORE AVAILABILITY.

  • Can I reserve an item in store?

Reservations are not allowed in stores.

  • What is your store’s returns and exchange policy? 

We do not provide return or refund for in-store purchases. 

Exchanges for any in-store purchases must be done within 7 days (including day of purchase), with valid receipt and care tag attached to the apparel. Apparel must be unworn, unwashed and unaltered. 

 In the event that the item exchanged for is lower in value, no refund/store credit will be given. 

  • How many times can I exchange an item?

Each receipt is only entitled to 1 exchange. 

  • Can I use my store credit in store?

Store credit can be utilised in stores. If the amount of store credit used exceeds 50% of the item price, no exchange will be allowed.

 

TTR reserves the right to reject exchange for any apparel which is deemed to be in unacceptable condition. 

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.