Ordering & Payment FAQ - Pinerri™
Ordering & Payment FAQ
Complete guide to ordering from Pinerri™, including payment methods, order tracking, cancellations, and customer support.
How do I place an order?
- Browse our collections and select your desired items
- Choose size, customization options (if available)
- Add items to your cart
- Review your cart and proceed to checkout
- Enter shipping and billing information
- Select payment method and complete purchase
- You'll receive an order confirmation email
What payment methods do you accept?
- Major credit cards (Visa, Mastercard, American Express)
- PayPal
- Bank transfers (for Singapore customers)
- Apple Pay and Google Pay (where available)
All payments are processed securely through encrypted channels.
Is my payment information secure?
Yes! We use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details on our servers. All transactions are processed through secure payment gateways.
Do prices include taxes?
- Singapore customers: All prices include GST
- International customers: Prices exclude local taxes and duties
- International orders may incur additional customs fees upon delivery
Can I modify my order after placing it?
Ready Stock Items:
- Contact us immediately at contactus@pinerri.com
- Changes possible only before shipping (within 24 hours)
- Limited to size, quantity, or shipping address changes
Pre-Order Items:
- Changes possible before manufacturing begins
- Contact us within 24 hours of order placement
- Some customization changes may incur additional fees
Can I cancel my order?
Ready Stock Items:
- Cancellation possible before shipping
- Contact us immediately for fastest processing
- Full refund if cancelled before dispatch
Pre-Order Items:
- Cancellation not possible once manufacturing begins
- Contact us within 48 hours for potential cancellation
- Store credit may be offered instead of refund
How do I track my order?
- You'll receive a shipping confirmation email with tracking number
- Click the tracking link in the email
- Or visit the carrier's website and enter your tracking number
- For pre-orders, we'll update you on manufacturing progress
Why isn't my tracking information updating?
- Tracking may take 24-48 hours to appear in the system
- Some carriers update less frequently
- International shipments may have gaps in tracking
- Contact us if no updates after 3 business days
What if I haven't received my order?
If your order is late:
- Check tracking information for latest updates
- Contact the shipping carrier directly
- Reach out to us at contactus@pinerri.com
- We'll investigate and provide assistance
For lost packages:
- We'll file a claim with the carrier
- Investigation typically takes 5-10 business days
- We'll send a replacement or provide full refund
How do I contact customer support?
- Email: contactus@pinerri.com
- Response time: Within 24 hours during business days
- Business hours: Monday-Friday, 9 AM - 6 PM SGT
- For urgent matters: Mark email as 'URGENT' in subject line
Can I place an order over the phone?
Currently, we only accept orders through our website to ensure accuracy and security. However, our customer support team can assist you with any questions about placing an order online.
Do you offer gift wrapping?
Yes! Gift wrapping options are available upon special request through email for an additional fee. We offer elegant packaging perfect for special occasions.
Can I use multiple payment methods for one order?
Currently, we accept one payment method per order. If you need to split payment, please place separate orders or contact our customer support team for assistance.
