FAQs
WHO WE ARE
Who is PuffyFriends?
PuffyFriends is a Singapore-based online store for parents who want to dress their babies up in quality but affordable clothing, at prices that won't break the bank. We aim to venture into more categories one day so watch this space!
HOW IT WORKS
How do I place an order?
It’s easy! All you need to do is browse, add to cart and checkout.
Browse our website by using the search bar, main menu, homepage and shop page.
Add your favourite items into your cart by selecting a size, entering the quantity and then clicking the ‘Add to Cart’ button. The item(s) will be added to your cart and you can continue to shop.
Check out by clicking on the cart icon on the top right or going to ‘My Account’ and clicking on ‘Cart’ from the dropdown. You can review your orders and add a coupon code here. Once you are ready to purchase, click on any of the checkout options. Fill in your billing details, shipping details and payment details. Then, click on ‘Place Order’ and you are done! You will receive a confirmation email once we have received your orders.
ACCOUNT
How do I register for an account?
You can register here by using your email address.
Why do I need to register for an account?
With an account, you will be able to add things to a wishlist, save your details for a seamless checkout and also check the status of your order.
PAYMENT
What are the available payment methods?
We accept most forms of common online payments such as Visa, Mastercard, American Express and PayPal. You can also pay with Apple Pay, Google Pay, PayPal or Shop Pay for a faster checkout experience.
When will I be charged for my order?
Your card will be charged within 24 hours upon order submission and you will receive an email confirming that your order has been placed successfully.
How can I use a promo/coupon code?
After entering the valid promo code at the cart page during the checkout, your order will be discounted automatically.
ORDER ISSUES
Can I cancel my order after confirmation?
We try our best to pack your orders as soon as we get them to ensure it is processed and delivered promptly. This means that we are unable to cancel any orders after confirmation. For more information on how to return your order, please refer to the Return & Refund Policy section for more details.
Can I change the shipping address of my order?
No promises but we can attempt to change your shipping details BEFORE the order is shipped. Please reply immediately to the order confirmation email informing us about the change. Once the order is shipped however, no other modifications can be made.
What should I do if I have received a defective or wrong item?
We are extremely sorry if you received a defective or wrong item and we hope to do better. For more details, please refer to our Return and Refund Policy section on how to proceed.
SHIPPING
Do you ship internationally?
Yes, we do. Please contact us to find out the delivery times and costs.
How much do you charge for shipping?
We offer FREE shipping for orders worth S$35 and above. For orders below S$35, the shipping fee is S$5 per order.
How long does it take to receive my order?
Upon order confirmation, your order will be dispatched to our courier partners within 2 business days and delivered within 3 business days.
I haven’t received my parcel yet. Who can I contact?
If you haven’t received your parcel after the estimated delivery time, please contact us with your order number.
RETURN & EXCHANGE
What is your return policy?
All returns must be made within 14 days after the product delivery date. All returned products must be unused (e.g., not worn, washed, damaged, or altered) and returned in accordance with the instructions received from contacting customer service as per the Site.
How do I return an item?
We’re sorry to hear if you need to return an item for any reason! For more details, please refer to our Return and Refund Policy section on how to proceed.