FAQs

Orders & Payment

Must I create an account to shop?

You can make purchases on our website without having an account (as a guest). However, we highly encourage you to register one in order to facilitate better shopping experiences such as easier checkout procedure and traceability of your order history.

Additionally, our registered users will be among the first to know our latest special offers and eligible for our loyalty programme. You can create an account simply by clicking on to the "LOG IN" on the top right navigation of the page.

I’ve forgotten my password. What should I do?

Click “Forgot Your Password?” link at the "LOG IN" page and follow the instructions.

How do I make an order? (Step-by-step guide)

Select the product you want, enter the quantity you need, and click “add to cart”. Click on the “shopping cart” at the top right hand corner to see your full shopping cart. Click on “check-out” at the bottom of the page. This will bring you to the checkout form - you would need to enter in details such as billing, delivery and payment details.

Can I change my order?

Once an order is submitted, we are unable to change the ordered products or the quantity selected. In this situation, we suggest you contact our customer service and cancel the incorrect order (do note that once the order has been processed by the warehouse, we are unable to cancel the order and you may opt for a return/refund instead). Thereafter, we recommend you to place a new order on our website, with the correct items, at your own convenience.

Can I add products to a placed order?

Unfortunately we can not add products to an existing order, instead we recommend that you place a new order. Please contact our customer service for related inquiries.

How do I cancel my order?

In the event you wish to cancel your order, please contact our customer service.

Please note that we are unable to cancel orders that have been processed by the warehouse or have been shipped to the destination address. In this case, customers may request return/refund once they received the orders.

Customers are responsible for shipping costs associated with returns due to cancelled orders. Only once the package has returned to our warehouse, will we be able to process the cancellation and refund request.

 

How do I know if my online order has been successful?

When you place an order on our website, you will receive an email containing your order details. Then, an invoice will be sent to you as soon as we confirm your payment.

However, should there be an issue with your order, we will send an order cancellation email to you and you can contact our Customer Service for further assistance.

How do I pay you?

We accept Paypal, Mastercard, Visa, and Amex. For our Singapore based customers, we also have Paynow and Grabpay.

Why has my order been cancelled?

First of all, we apologise for the inconvenience. The reasons for cancellation are normally due to payment issues, stock inadequacy, or due to a technical error on our website. Please contact us if you have any concerns regarding your cancelled order.

How do I use a promotion code?

In order to claim an online discount you will need to enter a promotion code on the final payment page.

When you go to the checkout, underneath your order summary there is a box which allows you to enter your promotion code. Click apply and your discount will be applied to your order.

If there is a promotion such as 'buy 1 get 1 free' your total basket will show the full amount until you get to the checkout.

Can I use my gift vouchers (paper) or e-voucher on your website?

Yes. You can use our gift card or discount voucher by inserting the code at the box provided on our final payment page. 

Why is my promotion/voucher code not working?

Each promotion code has its own terms and conditions. For full details, please refer to the terms and conditions on your promotional voucher or promotional email you have received. Some specific products, such as nett priced items, may be excluded from promotion.

The most common reasons for promotion codes not working are: expired codes, non eligible products or not achieving promotion requirements. Please note that promotion codes are case-sensitive. If you are experiencing any problems when applying your promotion code, please contact our customer service.

What is the ‘Card Validation Code’ I’ve been asked for during my checkout process?

The Card Validation Code (CVC) is the last three small numbers printed on the back of your credit or debit card. Turn your card over, you will see some printed numbers beside the signature strip. The last three digits are separated from the others by a space. These last three digits are your Card Validation Code.

Can I change my shipping address?

You may update your address book by clicking the 'my account' link at the top of the page and selecting 'address book', from here you can add, remove and amend your addresses. If you currently have an ongoing order, changes to your address book will be reflected on the delivery details of your existing/ongoing order.

We are unable to change the delivery address of an ongoing order even though we have not shipped the order yet. Therefore, please make sure all of the information provided is correct before submitting your order.

 

Do you have a physical store where I can visit?

At the current moment we only sell through our online platforms such as webstore, Shopee and Lazada. In the case that we join any offline pop-up bazaar, you can find the information/announcement via our Instagram: bohopanna_sg

I've put my order into the shopping cart, but when I click 'Proceed to order' only some or none of my order is available. How come?

Adding items to your shopping bag does not mean that we hold the items for you. Several customers might be shopping at the same time, so merchandise availability is not guaranteed until you check out.

 

Delivery Questions

Where can I find details on shipping information?

Please go to the bottom navigation and check on the “Shipping, Privacy, Return” page.

 

What are your shipping rates?

You can check your shipping rate at the final stage of your payment process. Should you require any additional information related to shipping policy, please kindly contact our customer service.

 

Can I change my delivery address?

We are unable to change the delivery address of an ongoing order even though we have not shipped the order yet. Therefore, please make sure all of the information provided is correct before submitting your order. Bohopanna is not responsible for any delay or missing delivery due to a wrong/incomplete address provided by the customer.

If we have not processed your order, you may cancel the order and create a new one with the correct address. However, we would not guarantee the availability of the items that you want to purchase.

 

Why have I not received my order?

If your order has not been delivered by the promised delivery lead time (you can refer to our delivery lead time table), please contact us so we can assist you further.

 

What if no one is at home to receive the package?

If orders fail to be delivered during the first try, our courier will contact you to arrange another delivery attempt. 

 

Can I ship to an address that is different from my billing address?

Yes, that option is available during your checkout process.

 

What do the statuses in my returned history mean?

Pending Receipt - Our team has opened up a return receipt to receive the items back from you.

Pending Refund - Your items have been returned to us and are pending to be refunded/exchanged.

Refunded - Your refund has been processed by our team.

You must be registered and logged in to your account in order to check your status. If you made an order with us as a guest, please contact us.

 

How will Bohopanna pack my order?

All items will be delivered in a box or envelope together with our canvas bag as part of our packaging. As most of our orders come from outside of Singapore, we will make sure that your order is well-packed and will be safe to be delivered to you.

 

How can I track my order?

Please visit our Delivery Policy for tracking instructions.

 

Return & Exchange

Is there a cost if I decide to return my item via courier?

First of all, we are unable to facilitate exchange due to the wrong size/colour/model ordered by the customers themselves. However, should the customer decide to return the items to our warehouse due to the same reasons, the shipping cost will be borne by the customer.

Kindly refer to Return/Refund Terms & Conditions for more details.

 

In the case of customers receiving damaged/defective items or wrong items sent by the warehouse, we will facilitate the replacement/exchange at our cost based on the photos/videos provided by the customer, containing proof of the damaged/defective items.

 

I have received an incorrect/missing/defective item in my order, what should I do?

We apologise for sending you an incorrect/missing/defective item. Please contact us and we will get back to you as soon as we can. We will resolve the issue for you on a case by case basis (either direct replacement, redelivery, and or refund).

 

I returned some products but I have yet to receive my refund. Why?

Our refunds are processed when your items arrive back at our warehouse. Please allow 14 working days for the refund to be processed.

 

In the unlikely event that you haven't received your refund within this time, please contact us and we will respond to you as soon as possible.

 

Can I return Sales item(s)?

No you can't, Sales items are non-returnable, non-exchangeable, and non-refundable. All Sales items are final.

 

Product Enquiry

How do I enquire about a product?

Our customer service team will gladly assist you. Please kindly contact us through our "Contact us" page.

 

Does your sizing run small, big, or true to size?

Most of our clothing products run small and you can refer to our sizing chart in the individual product listings for a more accurate measurement.

Our sizing name does not necessarily reflect the actual age of your baby/kids.

 

What are the materials of your clothing products?

Our products are made of 100% organic cotton.

 

Other Questions 

How safe is my personal information when I become a member?

The security of your personal information is our utmost priority at Bohopanna. Members’ data will never be sold to or shared with third-party marketers without your permission. For more information, please refer to our Privacy Policy.

 

How do I contact you?

You can contact our Customer Service team.

Please refer to our "Contact us" page

 

Email: marketing@bohopanna.com

 

Our customer service hotline operates from:

Monday to Friday (9am to 5pm – SGT GMT+8)

Closed on Saturday, Sunday & Singapore Public Holidays