Frequently Asked Questions
Order & Cancellation
1. When will I receive my order?
- Orders are typically delivered within 3-7 business days from date of order
2. Can I change my order information after placing it?
- Once an order is submitted, we are unable to modify the details. You may contact our team to request a cancellation before the 11:00 AM cutoff time on business days. Cancellations are not possible after this time.
3. How do I cancel an order?
- Please email to hello@prynwan.sg before the 11:00 AM cutoff time on the day of your order.
Shipping & Tracking
1. How can I track my shipping status?
- You can check your status via your order. Otherwise, please enquire via hello@prynwan.sg and we will respond on Monday - Friday, 9:00 AM – 6:00 PM (excluding public holidays).
2. What happens if the delivery fails?
- If the carrier cannot deliver the item or it is returned to us because the customer cannot be reached, we will cancel the order and process a refund within 14 days.
3. Does PRYNWAN ship internationally?
- Currently, PRYNWAN SG do not offer international shipping services. We only ship within Singapore.
Returns & Damaged Goods
1. What should I do if I receive the wrong item or it is damaged?
- If you receive an item that is damaged due to manufacturing or is not what you ordered, please contact us immediately via hello@prynwan.sg to arrange a replacement or return.
2. How do I request a return?
- Contact Customer Service via hello@prynwan.sg to state your reason for the return.
- Provide photos or videos showing the product and its packaging in original, unused condition. We will review your request within 3 business days.
3. What if items are missing from my order?
- If your order is incomplete, please contact us via hello@prynwan.sg within 48 hours of receiving your parcel.
- Kindly provide your order number, along with an unboxing video and photos of the parcel and its contents for verification.
- All cases will be reviewed within 3–5 working days. If the item is confirmed missing, we will arrange for a replacement or refund accordingly.
Payment & Tax Invoices
1. What are your operating hours?
- Our customer service team is available Monday - Friday, 9:00 AM – 6:00 PM, except on public holidays.
Discount Codes & Promotions
1. Why is my discount code not working?
- Please ensure the code is valid, within the promotion period, and meets the minimum spend requirement. Also, check if it has exceeded its usage limit. Discount codes may be limited to selected items or one-time use per customer.
- If you believe there is an error, please contact us via hello@pyrnwan.sg for assistance.
2. If I cancel an order that used a discount code, can I use that code again?
- If your order is cancelled before it is processed, the discount code may be reinstated for reuse.
- For orders that have already been fulfilled or refunded, discount codes are generally non-reusable. However, please contact us, and we will review your request on a case-by-case basis.
3. Follow us for updates and exclusive offers
Instagram : instagram.com/prynwan.sg
Facebook : facebook.com/prynwan.sg
