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Caution
Your cart consists of regular item(s) and personalised/gift item(s) that will be shipped from two locations and arrive in two separate deliveries.
Shipment 1: Regular item(s)
Shipment 2: Personalised/gift item(s)
If this purchase is intended as a gift, you may wish to head to our Build-A-Gift offering to create a single gifting shipment from the products available, including options to personalise.

FAQ

    Products

    Why should I choose bamboo?

    Bamboo is the superhero of baby fabrics and a green dream come true.

    Is bamboo soft & cooling?

    Bamboo isn't just kind to the planet; it's also a natural pro at pampering your baby's delicate skin. Made from a blend of natural fibres, our bamboo fabric is known for its ultra-soft touch and its soothing and cooling comfort, with the perfect dose of stretch for your baby's unrestricted movement. Our customers say our bamboo fabric is the only one they’ve found that stays soft wash-after-wash.

    Is bamboo breathable & temperature regulating?

    Bamboo fabric provides ultimate breathability and is temperature regulating in its nature. As the ultimate climate control expert, when it's hot, bamboo keeps your baby cool; when it's chilly, it wraps them up in warmth. It's like having a little weather fairy in your baby's wardrobe, ensuring they're comfy and cosy every season. It also has excellent moisture-wicking properties, keeping little ones dry and comfortable throughout the day and night.

    Is bamboo good for baby’s with sensitive skin and eczema?

    Yes. It's naturally hypoallergenic goodness, provides a gentle hug for even the most sensitive skin. It’s properties, make it an ideal option for baby’s with eczema and allergies. Bamboo's natural ability to fend off the nasties makes it a fabric that cuddles and cares for your baby's well-being, while providing soothing and cooling comfort with the softest touch.

    Is your bamboo clothing durable?

    Here’s the marvel of bamboo – it's not just about softness but resilience. Our custom bamboo creations embody the perfect blend of durability and delicate care. Bamboo, known for its robust character, ensures that each garment withstands the test of numerous washes and does so without compromising its initial softness and shape, thanks also in part to our unique trims and seamlines that also ensure longevity. Pass these items down to new siblings that join the family or friends welcoming in their new additions.

    Is bamboo a sustainable resource?

    Yes, bamboo is an incredibly sustainable resource for several reasons. It releases 35% more oxygen than trees and absorbs carbon dioxide, making it an effective carbon sink. Bamboo grows rapidly, with some species growing over 1 meter per day, and it does so without the need for fertilisers or pesticides. Additionally, bamboo requires significantly less water to grow compared to other crops like cotton, making it a more environmentally friendly choice. Overall, bamboo is a self-sufficient and responsible crop that contributes positively to the environment.

    Every purchase made on our website contributes to our Grow Bamboo Initiative, which involves planting bamboo to promote reforestation globally. This initiative empowers local communities and economies while fostering environmental sustainability.

    Do your products contain any allergens or toxic ingredients?

    Our products are crafted with care to ensure they are safe for children. Our inks and dyes are environmentally-friendly, non-toxic, and free from AZO, phthalates, and metals. This ensures that no harmful chemicals come into contact with or are absorbed into children's skin, and it also minimises negative environmental impacts.

    Are you OEKO-TEX®100 certified?

    Yes, our bamboo fabric proudly bears the golden seal of safety approval from the OEKO-TEX®100 certification. This certification ensures that our fabric is not only soft on the skin but also free from harmful chemicals. We prioritize safety above all else when it comes to your baby, and our products are designed with that in mind.

    How should I care for my R&R clothing?

    To keep your R&R clothing soft and vibrant, follow these washing and care tips. Start by washing it with cold water (<30°C) either by hand or using a gentle machine wash on a delicate cycle. Use a mild detergent to maintain the softness of the fabric. For best results, turn the garment inside out before washing to protect the colours.

    When it comes to drying, air drying is the way to go. Consider line-drying your items in the shade to preserve the fabric quality. Avoid using clips and pegs, as they can damage the fabric. Skip the tumble dry and let nature take its course. With these tips, your R&R clothing will remain plush and ready for all their adventures.

    Are your products tested for safety and compliance?

    Yes, our products undergo rigorous testing to ensure they meet safety and compliance standards. You can find detailed information about certifications and testing on the product pages.

    Is your packaging produced responsibly?

    Yes, we prioritise environmental responsibility by sourcing our packaging materials from FSC-certified forests and utilising recycled, compostable, and biodegradable materials. The Forest Stewardship Council (FSC) sets rigorous standards for sustainable forestry practices globally, ensuring our packaging aligns with environmentally-friendly, socially responsible, and economically viable principles.

    How can I find more details about the product specifications?

    You can find detailed specifications and features listed under each product description. If you need further information, don't hesitate to reach out to our R&R Support team, who are available to assist you.

    What should I do if the product I want is out of stock?

    If the item you've been eyeing is currently out of stock, don't worry! Make sure you're subscribed to receive our email communications to be the first to know about our latest drops, restocks, and sales events. Additionally, you can follow us on our social media channels to stay ahead of the curve and snag that item at the next available opportunity.

    How do I choose the right size for clothing?

    To ensure you select the perfect size, refer to our comprehensive size guides available on the product pages. If you're still unsure or need further assistance, don't hesitate to reach out to our R&R Support team. They'll be happy to help you find the ideal fit.

    How can I find out about upcoming sales and promotions?

    The best way to stay informed about our sales and promotions is by subscribing to our newsletter. Additionally, you can follow us on our social media channels for regular updates. Keep in mind that sale items tend to sell out quickly, so be sure to act fast to avoid any disappointment.

    Gifting & Personalisation

    Will my gift order include any billing invoices, price tags, or sales receipts?

    No. For your gifting pleasure, kindly rest assured that orders placed in our online store are free of any pricing information, price tags and/or sales invoices. As the gifter, you will receive the order and shipping confirmations to your email address only.

    What are your baby gifting options?

    We are big on baby gifting and love to provide you with multiple options to suit your unique gifting requirements. You can browse our selection of ready-made gift sets, personalisable gift sets, or choose to build-your-own gift set with endless possibilities.

    What is a ready-made baby gift set?

    A ready-made baby gift set allows you to take the guesswork out of gifting by leaving most of the decision-making to us. Simply choose from our range of ready-made baby gift set options. The products, sizes, and colors included are pre-set and are not customizable or personalisable. Detailed information for what each of these gift sets includes can be found on the individual product pages.

    This gift set comes luxuriously packaged in our sustainable and reusable bamboo keepsake gift box. Your paperless gift message will be delivered to your recipient via email or text the moment delivery occurs.

    What is a personalised baby gift set?

    A personalised baby gift set allows you to ensure you’re including a favorite color, specific size, and create a unique touch by personalising an item with a special name. These gift set options are packaged inside our signature white luxurious gift boxes, complete with tissue paper, ribbons, and your heartfelt gift message handwritten inside the gift card of your choice.

    Can I create my own gift set?

    Yes, for a customised gifting experience with endless possibilities, head to our build-a-gift section. Choose from any items included in our build-a-gift offering, including colours and sizes. Add options to personalise your carefully chosen items with a special name as you continue to build the gift set of your dreams. Next, decide how you’d like it packaged. Choose between our gorgeous reusable gift bag or our signature white luxurious gift box complete with tissue paper & ribbons. Your heartfelt gift message will be handwritten into the gift card of your choice.

    What’s included in your DIY gift supplies and why would I choose it?

    Our DIY gift supplies are ideal for those planning on gifting in person. This flat package includes our signature retail bag, 2 pieces of branded tissue paper, a duck icon sticker for closure, as well as our ‘With Love’ gift card and envelope, allowing you to handwrite your heartfelt note inside. Choosing our DIY supplies enables you to access products across our entire store in your purchase and create a physical store purchasing experience packaged conveniently in the comfort of your own home. Additionally, pro tip: Prop up the additional sheet of tissue paper inside our retail bag for added flair.

    Can I add personalisation to my gift sets?

    While our ready-made baby gift sets do not cater for personalisation, you can add personalisation to specific products included in the personalised gift sets or build-a-gift section.

    Can I add personalisation to items that are not gifts?

    Yes, personalising items is not only reserved for gifting to loved ones. You can personalise any products available across our personalisable range. This can be done via the individual product pages, bypassing any gift packaging option requirements.

    How long does personalisation take?

    Please allow 1-2 additional business days to complete your personalisation before your order is dispatched. Our personalisation sessions run from Monday to Friday, excluding public holidays.

    Can I personalise an item I have received as a gift?

    No. Personalisation services are only available to items in cart, purchased in our online store. You are unable to post items in that are received as a gifts, in request for personalisation.

    Can I fix an error in the name of my personalisation?

    Please ensure careful checking of the name and spelling before placing your order for personalised items, including the correct selection of thread color for embroidery. Once personalised, we cannot make changes. If you notice an error after placing your order, please reach out to our R&R Support team as soon as possible. We will make our best efforts to correct it before personalisation commences. If a redo is needed, new item and personalisation fees will apply.

    Will you fix it if the personalised name or gift card received is not correct as per my order?

    Yes, although very rare, if there's a personalisation error such as misspelling a name or a handwritten gift card message differing from your order, please reach out to our R&R Support team as soon as possible. We will correct and re-issue the items within 7 days free of charge.

    Do you provide express delivery for last-minute orders?

    For certain gifting orders in Singapore, we may accommodate expedited delivery. However, 1-2 day personalisation lead times may still apply if required. You'll be responsible for any additional direct courier shipping fees incurred. Our standard local shipping takes 2-4 business days via our courier partner. If you need expedited delivery, please contact our R&R Support team before placing your order.

    Can I self-collect my gifting order?

    We do not currently accept self-collection of orders.

    Will my gift message be handwritten?

    Your gift message will be handwritten inside our luxurious gift card and included with your gift set if ordered from our personalised gift set range or created in our build-a-gift offering.

    If no message is provided, you'll receive a blank-inside gift card, assuming you'll write your own message upon receipt.

    We can only accommodate alphanumeric characters, including numbers 0-9, letters A-Z (both upper and lowercase), and some common symbols like @, &, *, !, and #. Non-alphanumeric messages will be printed onto our gift cards.

    Gift messages are limited to 450 characters (including spaces).

    Paperless gift messages are exclusive to our ready-made baby gift set offering, packaged in sustainable and reusable bamboo keepsake gift boxes.

    When will my giftee receive my gift message if it's being sent via email or text?

    Paperless gift messages are sent to your giftee with our range of ready-made baby gift sets. Once the carrier attaches a tracking number to your order and updates the status to "delivered," our system automatically sends your gift message via text or email to your giftee.

    Can I edit my gift message after I’ve placed my order?

    If your gifting order has not been dispatched, we can assist with updating your gift card message. Please reach out to our R&R Support team for assistance.

    Do you offer gift wrapping or gift messages with the order?

    Pre-wrapped gifts and personalised messages are available exclusively for our range of gift set offerings. Choose from ready-made baby gifts, personalised baby gift sets, or create your custom gift set in our build-a-gift section.

    For items outside of these options intended for in-person gifting, you can include our DIY gift supplies at checkout. This package includes our signature retail bag, branded tissue paper, a duck icon sticker for closure, and our ‘With Love’ gift card and envelope for you to personalise.

    Pro tip: Add an extra sheet of tissue paper inside the retail bag for added flair.

    Can I request an official order invoice for my company record keeping purposes?

    Yes. While it is standard that you will receive your order and shipping confirmations to your email address, in some cases, you may need to request a detailed order invoice from us. Reach out to our R&R Support team who are here to help, stating your numeric order number (e.g., #22000).

    How long do I have to use the balance on my E-Gift Card?

    Our gift cards are redeemable for 12 months from the date of purchase. The expiry date can be found inside the original E-Gift Card email received.

    Order Changes

    I’ve made an error in my shipping address, how can I update?

    We understand that sometimes these mistakes can happen. If you need to change the delivery address for your package, reach out to our R&R Support team within one hour of order placed. We will do what we can to assist, if your order has not already undergone processing.

    If you have received a shipping confirmation email from us, we regret that we will be unable to make any changes to your delivery address or contact information once your order has dispatched.

    Please ensure all details in your order are correct before placing it, and double-check the details received in your order confirmation email, especially if paying via your phone wallet.

    Can I edit my gift message after I’ve placed my order?

    Providing your gifting order has not been dispatched, we will be able to assist with updating your gift card message. Reach out to our R&R Support team who is here to help, as soon as possible.

    How can I update my recipients contact and/or address information?

    If you have received a shipping confirmation email from us, we regret that we will be unable to make any changes to your recipient's contact information once your order has been dispatched.

    Please ensure all details in your order are correct before placing it, and double-check the details received in your order confirmation email, especially if paying via your phone wallet.

    Reach out to our R&R Support team who are here to help, as soon as possible. We will do what we can to assist.

    Can I change my order after I've placed it?

    We will not be able to make any changes on sales items after you have placed your order, as stock moves quickly during sales periods.

    For regular price item orders, please reach out to our R&R Support team as soon as possible. We will do what we can to assist.

    If you have received a shipping confirmation email from us, we regret that we will be unable to make any changes to your order once it has been dispatched.

    Is it possible to add or remove items from my order?

    Once your order has been placed, we regret that we will not be able to add or remove items from your order. You may place a new order and/or visit our returns portal. More information regarding our returns policy is available in our ‘Returns, Refunds & Exchanges’ FAQ section. Please kindly check your order carefully before placing it.

    Shipping & Tracking

    Can I update my shipping address after my order is placed?

    If you need to change the delivery address for your order, please reach out to our R&R Support team as soon as possible. We will do our best to assist you. However, if you have already received a shipping confirmation email from us, we regret to inform you that we will be unable to make any changes to your delivery address once your order has been dispatched. Please ensure all details in your order are correct before placing it, and double-check the information received in your order confirmation email, especially if paying via your phone wallet.

    How quickly will my order be dispatched?

    Indicatively, regular orders are dispatched within 24 hours of order placement between Monday and Friday, excluding public holidays. If your order requires personalisation, please allow an additional 1-2 days lead time. You will receive a shipping confirmation email from us when your order has been dispatched.

    During high volume sales events, orders may take a little longer to dispatch. We update our shipping timeframes at checkout to inform you of what to expect. Generally, sales orders may take between 3-7 days to dispatch.

    What are the shipping options, delivery times & prices in Singapore?

    For orders above SG$99, local standard shipping is free. Delivery time is approximately 2-4 business days after the order is dispatched.

    For orders below SG$99, local standard shipping is SG$5. Delivery time is also approximately 2-4 business days after the order is dispatched.

    During high volume sales events, orders may take a little longer to dispatch. We update our shipping timeframes at checkout to inform you of what to expect. Generally, sales orders may take 3-7 days to dispatch, with a delivery time of 2-4 business days.

    What are the shipping options, delivery times & prices to Malaysia?

    There are two shipping options to Malaysia, depending on the speed you require your package.

    Express: approximately 1-3 business days after the order is dispatched.

    Economy Saver: approximately 3-7 business days after the order is dispatched.

    Shipping pricing is dependent on the size of your order and will be clearly stated at checkout.

    What are the shipping options, delivery times & prices internationally?

    We offer worldwide shipping through DHL Express for a faster turnaround and seamless experience. Delivery times vary depending on the destination country. For accurate delivery estimates, you can refer to the carrier's website or contact them directly.

    Please note that international shipments may undergo customs inspections, which could extend the shipping duration.

    Shipping costs for international orders are determined by the size of your order and will be displayed clearly during the checkout process.

    Will I have to pay additional duties and taxes on my order?

    When you place an order on raphandremy.com via DHL Express carrier selection at checkout, all import duties and taxes are already included in the shipping charges. This means that you won't have to worry about any additional charges upon delivery or during customs clearance. However, if you choose the economy saver option for shipping to Malaysia, you may be responsible for paying import duties and taxes once the shipment reaches your country. Customs policies can vary, so it's a good idea to check with your local customs office for more information. Additionally, international shipments may be subject to cross-border inspections by customs authorities, which could affect shipping timeframes.

    What happens if I miss the delivery?

    For local deliveries in Singapore, if you miss the delivery, our carrier will typically make up to two more attempts to deliver your package over the following days. After that, the package will be returned to us. You can also contact the carrier provided in your tracking link for more information and updates by providing your tracking number and contact details.

    For international deliveries, you will receive instructions on the next steps from DHL.

    If you need further assistance with any of the above, feel free to reach out to our R&R Support team.

    Who do I contact if my delivery status shows as undeliverable or that the address cannot be found?

    First, double-check that the shipping address provided in your order is correct. Then, contact the carrier provided in your tracking link directly for further information and to make any necessary updates, providing your tracking number and contact details.

    If you need additional assistance with any of the above, don't hesitate to reach out to our R&R Support team, who are here to assist you.

    I have not received my order but it’s marked as delivered, who do I contact?

    If your order is marked as delivered but you haven't received it, there are a few steps you can take. First, contact the shipping carrier directly, providing your tracking number and contact information. Alternatively, you can reach out to our R&R Support team, and we will liaise with the carrier on your behalf.

    Before contacting us or the carrier, make sure to check with all members inside your residence and your close surrounding premises to ensure the package wasn't delivered nearby. Carriers often take photo evidence of deliveries, which we can request as a first step. If the carrier has issued a delivery notification in error, we will ensure you are kept updated and that you receive your parcel.

    Do you provide express delivery for last minute orders?

    For certain gifting orders only, we may be able to accommodate expedited assistance in delivery to you or your giftee. However, 1-2 day personalisation lead times may still apply, and you will be responsible for any additional direct courier shipping fees incurred. Before placing your order, reach out to our R&R Support team who are here to help.

    For international orders, we use DHL Express to provide you with the fastest service possible.

    Can I request delivery for a specific day?

    We can’t guarantee firm delivery dates or times as the schedules are set by our third-party carriers. We recommend reviewing our indicative dispatch, shipping, and delivery timeframe information before placing your order. If you require an express gifting service, refer to the question "Do you provide express delivery for last-minute orders?" above.

    Can I self-collect my order?

    We do not currently offer self-collection for any orders.

    Do you ship internationally?

    Yes, we ship worldwide using DHL Express. If you encounter any difficulties while checking out with an international address, please contact our R&R Support team for assistance.

    Who can I contact for queries about my shipment?

    You can directly contact the shipping carrier by providing your tracking number and contact information. Alternatively, you can reach out to our R&R Support team, and they will assist you by liaising with the carrier on your behalf.

    How can I track my order?

    You can track your order using the tracking link provided in your shipping confirmation email. This link allows you to monitor the delivery progress with our third-party carriers online.

    What should I do if my tracking number isn't working?

    If your tracking number isn't working, please reach out to our R&R Support team for further assistance. They are available to help you with any issues or questions you may have regarding your order.

    How often is the tracking information updated?

    The tracking information for your order will be updated by our third-party carrier at various stages, including upon pick up, during transit, and upon delivery.

    Why is my order only partially fulfilled?

    Your order may be partially fulfilled if items are being prepared and dispatched from two different locations. This could result in split shipments, where you will receive two shipping notification emails with unique tracking numbers. Rest assured, you will only be charged one shipping fee, if applicable, and standard shipping timeframes apply to both fulfillments. 

    Personalised orders & gifts will be shipped from a separate location.

    When can I expect a split shipment order?

    You can expect a split shipment order if products in your order are being prepared and dispatched from two locations. Before checkout, a notification message is visible advising you that personalised orders & gifts will be shipped from a separate location.. You will receive two shipping notification emails, with unique tracking links, to follow the progress of each delivery.

    Returns & Exchanges

    Can I return an item?

    We offer returns for 30 days from the date of purchase on both local and international change-of-mind orders. However, please note that not all items are eligible for returns. For more details on eligibility, please refer to the "Non-returnable items" and "Can I return a sales item?" sections on our website.

    Here's what you need to know about the return process:

    • Returns must be initiated through our returns portal, where you will receive a shipping label and instructions on how to book a courier to collect your package.
    • Items being returned must be unworn and unwashed, free of any stains, odors, tears, or snags to qualify for a refund (excluding original shipping charges).
    • The returned items must be in "sellable condition," meaning they must have the original tags still attached.
    • Items must be returned in their original packaging, which should be in its original condition, including any branded bags and boxes (please note that you don't need to return the original mailing bag or mailing carton, but we do encourage reusing these materials where possible).
    • We reserve the right to reject return claims that do not meet our criteria or fall outside of our specified return timeframes.

    When returning items for a refund, please be aware that there will be a SG$8 restocking fee deducted. No restocking fee is deducted for exchanges or store credit exchange (excluding original postage shipping charges). Additionally, you will be responsible for covering the shipping charges associated with the return.

    Is there a restocking fee for returns?

    When returning items for a refund, please note that a SG$8 restocking fee will be deducted. However, it's important to mention that no restocking fee is deducted for exchanges or store credit exchange (excluding original postage shipping charges) or in the event of defective or incorrect orders received.

    What are your non-returnable items?
    • Items that have been worn, washed, stained, or damaged
    • Items without the original tags and packaging
    • Teething range for hygiene purposes
    • E-Gift cards and store credit
    • Items received as a gift (unless the item is found to be defective)
    • Gift packaging and gift cards
    • Personalised items
    • Final sale items (unless you have received an incorrect order or defective item)
    Are your sales items final sale?

    Yes. All items purchased during a sale period at a discounted rate are classified as final sale.

    Can I return a sales item?

    All items purchased during a sale period at a discounted rate are considered final sale.

    Final sale items cannot be returned or exchanged, unless you have received an incorrect item or your item has arrived in defective condition. If this is the case, please head to our “incorrect order” or “defective item” section for more information and visit our returns portal to start the process.

    I’ve received an incorrect order, how do I get the correct item?

    If you have received an incorrect item, please notify us within 2 days of delivery. Returns must be initiated in our returns portal. Once our team has approved and provided a free return label, the item must be shipped back within 30 days. We will mail out the correct item free of charge once we have received your item back.

    Please ensure that:

    • Items must be unworn and unwashed, free of any stains, odors, tears, or snags.
    • Any returned items must be in “sellable condition” with the original tags still attached.
    • Items must be returned in the original packaging, which must be in the original condition, including branded bags and boxes (you don’t need to return the original mailing bag or mailing carton, although we do encourage reusing these materials where possible).
    • We reserve the right to reject return claims that do not meet our criteria or fall outside of our return timeframes.


    No restocking fee is charged if you have received an incorrect order. If the replacement piece is no longer in stock, store credit or a refund will be issued.

    How do I return a defective item?

    If you believe you have received a defective item, please notify us within 2 days of delivery. Returns must be initiated in our returns portal. Once our team has approved and provided a free return label, the item must be shipped back within 30 days.

    Please ensure that:

    • Items must be unworn and unwashed with the original tags still attached.
    • Items must be returned in the original packaging, which must be in the original condition, including branded bags and boxes (you don’t need to return the original mailing bag or mailing carton, although we do encourage reusing these materials where possible).
    • We reserve the right to reject return claims that do not meet our criteria or fall outside of our return timeframes.

    Exchange: For a one-to-one exchange on the item, you will receive free exchange shipping.

    Return & Refund: You will be eligible for a refund, excluding original shipping charges. (Not applicable to items received as a gift, see ‘Can I return or exchange items I have received as a gift?’ section.) If the replacement piece is no longer in stock, store credit or a refund will be issued.

    No restocking fee is applicable.

    Can I exchange my item for a different size?

    We offer exchanges for eligible items within 30 days from the date of purchase on local and international orders. However, not all items are eligible for exchange. Please refer to the “Non-returnable items” and “Can I return a sales item?” sections to learn more about returns on items purchased at a discounted rate.

    To initiate an exchange:

    • Visit our returns portal and initiate the exchange request within 30 days of receipt of your order confirmation email.
    • Ensure that the items are unworn and unwashed, free of any stains, odors, tears, or snags.
    • Ensure that any returned items are in “sellable condition” with the original tags still attached.
    • Return the items in the original packaging, which must be in the original condition, including branded bags and boxes (you don’t need to return the original mailing bag or mailing carton box, although we do encourage reusing these materials where possible).
    • We reserve the right to reject exchange requests that do not meet our criteria or fall outside of our return timeframes.

    You will be responsible for shipping charges, and the SG$8 restocking fee.

    How do I initiate a return or exchange?

    To initiate a return or exchange, please follow these steps:

    1. Read and understand our returns and exchanges policies.
    2. Head to our returns portal to begin the process.
    3. If you require additional support or have any questions, feel free to reach out to our R&R Support team, who are here to assist you.
    Can I return or exchange items I have received as a gift?

    You can only return or exchange items received as gifts if they are defective. Please refer to the "defective item" section for further details. Note that not all items are eligible for return or exchange; kindly review our "non-returnable items" section for more information.

    What is the timeframe for returning an item?

    Returns & Exchanges: We accept returns for 30 days from the date of purchase for both local and international orders.

    Incorrect Orders & Defective Items: If you've received an incorrect or defective item, please notify us within 2 days of delivery. Returns for these items must be shipped back within 30 days.

    Please note that we reserve the right to reject return claims that do not meet our criteria or fall outside of our return timeframes.

    In what condition must the item be for it to be returnable?
    • Items must be unworn and unwashed, free of any stains, odors, tears, or snags.
    • Any returned items must be in "sellable condition" with the original tags still attached.
    • Items must be returned in the original packaging, which must be in the original condition, including branded bags and boxes. (You don’t need to return the original mailing bag or mailing carton box, although we do encourage reusing these materials where possible.)
    • We reserve the right to reject return claims that do not meet our criteria or fall outside of our return timeframes.
    How long does it take to receive a refund back to my payment method?

    Please allow up to 10 business days to receive funds credited back to the payment method used to place your order. If you require further assistance, reach out to our R&R Support team, who are here to help.

    How do I return or exchange a RAPH&REMY® item purchased from your stockist partner?

    Items purchased outside of raphandremy.com, will need to seek assistance and support with the stockist partner or alternate online platform, where the item has been purchased. Our returns portal, is only valid for purchases made on raphandremy.com using your unique numeric order number (e.g. #22000) to start the process.

    Loyalty Program

    Do you offer a loyalty program, and if so, how can I join?

    Yes, we do have a loyalty program to show appreciation for our customers. Joining is simple – just sign up on our website. With every purchase you make, you'll earn points that can be redeemed for discounts on future orders.

    Is there a discount for first time customers?

    Yes, there is a discount for first-time customers. When you sign up for an R&R Rewards account, you receive $10 off your first purchase. You can claim your unique welcome code by creating an account and logging in. This code can be entered at checkout for the discount.

    Will I start earning points immediately, even on my first purchase?

    Yes, indeed. You'll earn points with every dollar spent, excluding shipping charges, from your very first purchase onwards.

    How does earning points per dollar spent differ from earning social points in terms of redemption?

    Earning points per dollar spent contributes towards unlocking new levels/tiers and rewards based on the value of your purchases. On the other hand, while you can earn and use social points, they are limited to use within your current reward/tier level and do not count towards unlocking new levels/tiers or discount value rewards.

    Where can I find more information about your points and reward system?

    For comprehensive details about our points and reward system, visit our R&R Rewards page on our website. If you need additional assistance, feel free to contact our R&R Support team—they're available to assist you.

    Who should I contact if I'm having trouble accessing my rewards account?

    If you need help accessing your rewards account, please reach out to our R&R Support team. They are available to assist you with any issues or concerns you may have.

    If I receive R&R Reward emails, does it mean I have already created an account online?

    Not necessarily. You are automatically enrolled in our R&R Rewards program using the email address provided during checkout when you place your first order. This ensures that you accrue reward points, even if you haven't created an online account or opted out of doing so during checkout as a guest.

    When you're ready, you can create an account online using your email address to access and manage your R&R Rewards, review and update your contact and shipping information, and view your purchase history. If you haven't set your password yet, you can choose "Forgot my password" to receive an email and follow the prompts to set it up.

    For further assistance, feel free to contact our R&R Support team, who are available to help.

    Sustainability & Ethical Sourcing

    What is your approach to sustainability and ethical sourcing?

    We are dedicated to upholding sustainability and ethical sourcing standards across all facets of our business. For comprehensive details about our initiatives and commitments in this regard, please visit our 'Sustainability' page.

    Will my purchase help to plant bamboo?

    Yes, every purchase made on our website contributes to our Grow Bamboo Initiative, which involves planting bamboo to promote reforestation globally. This initiative empowers local communities and economies while fostering environmental sustainability.

    Is your packaging produced responsibly?

    Yes, we prioritise environmental responsibility by sourcing our packaging materials from FSC-certified forests and utilising recycled, compostable, and biodegradable materials. The Forest Stewardship Council (FSC) sets rigorous standards for sustainable forestry practices globally, ensuring our packaging aligns with environmentally-friendly, socially responsible, and economically viable principles.

    Is bamboo a sustainable resource?

    Yes, bamboo is an incredibly sustainable resource for several reasons. It releases 35% more oxygen than trees and absorbs carbon dioxide, making it an effective carbon sink. Bamboo grows rapidly, with some species growing over 1 meter per day, and it does so without the need for fertilisers or pesticides. Additionally, bamboo requires significantly less water to grow compared to other crops like cotton, making it a more environmentally friendly choice. Overall, bamboo is a self-sufficient and responsible crop that contributes positively to the environment.

    Do your products contain any allergens or toxic ingredients?

    Our products are crafted with care to ensure they are safe for children. Our inks and dyes are environmentally-friendly, non-toxic, and free from AZO, phthalates, and metals. This ensures that no harmful chemicals come into contact with or are absorbed into children's skin, and it also minimises negative environmental impacts.

    Are you OEKO-TEX®100 certified?

    Yes, our bamboo fabric proudly bears the golden seal of safety approval from the OEKO-TEX®100 certification. This certification ensures that our fabric is not only soft on the skin but also free from harmful chemicals. We prioritize safety above all else when it comes to your baby, and our products are designed with that in mind.

    Payment & Security

    What payment methods are accepted?

    We accept payments from Visa, AMEX, Mastercard, Google Pay, Apple Pay, PayPal, Shop Pay, and UnionPay.

    What currency will I be paying in?

    Local currency is applied to the market you are shipping to.

    Is it safe to use my credit/debit card on your website?

    Yes, it is safe. If you purchase a product from us, your credit/debit card information is not held by us. It is securely collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions.

    How do I know if my order was successfully placed?

    You will receive an order confirmation email from us immediately after placing your order. If you have not received it, please double-check the email address given is correct and also check your junk/spam or hidden folders inside your email account. Reach out to our R&R Support team who are here to help, as soon as possible.

    What should I do if I encounter a payment error?

    Here are some steps you can take:

    1. Check that you are attempting to make payment by an accepted payment method in our online store.
    2. Ensure you have the correct funds in your associated payment account.
    3. Make sure your name and billing information match your payment account.
    4. Try placing the order from a new/refreshed browser or incognito window to ensure it’s not a cache/browser history-related issue.

    If you need further assistance, reach out to our R&R Support team who are here to help.

    How can I update my account contact information?

    You can log into your account online to edit your personal account information, such as your shipping address and contact particulars. If you require assistance to update your contact information in your account, reach out to our R&R Support team who are here to help.

    What should I do if I suspect unauthorized access to my account?

    Reach out to our R&R Support team immediately. We are here to help you if you suspect there has been unauthorized access to your account.

    How can I secure my account?

    Best practices for securing your account include ensuring that you are the only person who knows your password. We recommend:

    1. Regularly updating your passwords with strong, unique passwords.
    2. Avoiding the reuse of the same password across multiple websites and platforms.
    3. Ensuring you log out of your account after each use.
    4. Remaining alert to suspicious links and attempts to solicit personal information from you. We will never request your password.

    If you believe your account has been compromised, reach out to our R&R Support team immediately.

    How do I change my password?

    To change your password, please follow these steps:

    1. Go to the account login page.
    2. Select "forgot your password."
    3. We'll send you an email with instructions on how to reset your password.
    4. If you do not receive this email, please check your junk/spam or hidden folders inside your email account.

    If you need further assistance, reach out to our R&R Support team who are here to help.

    How can I unsubscribe from marketing?

    If you do not wish to receive marketing communications from us, you can unsubscribe in the following ways:

    Click the ‘unsubscribe’ link in any email marketing message from us.

    Contact our R&R Support team who are here to help, and they will assist you with unsubscribing from marketing communications.

    How does the store protect customer accounts?

    At RAPH&REMY®, we take several measures to safeguard your information. Only authorised individuals at RAPH&REMY® and third-party service providers, working on our behalf for tasks like payment processing and order fulfillment, have access to your information. When engaging third-party service providers, we share only the necessary personal information required to deliver the service. We do not sell or rent your information to third parties without your consent, nor do we share it for marketing purposes without your explicit consent.

    Corporate & Stockists

    Do you offer discounts for corporate orders?

    Yes, we offer special pricing for bulk purchases and corporate orders. Minimum order quantities (MOQs) apply. Please reach out to our R&R Support team, and they will connect you with our sales department for a personalised quote.

    Can we personalise your items with our corporate logo?

    In most cases, yes, depending on the complexity of your logo. We will be happy to discuss your personalisation requirements across our range of customisable products to meet your corporate gifting needs.

    Who can I contact for more information about corporate gifting?

    Reach out to our R&R Support team, who are here to assist you with your corporate order inquiries. They will connect you with our sales department.

    Do you have minimum order quantities (MOQs) for corporate gifting or bulk orders?

    Yes, our MOQs start at 50 pieces per SKU. If you are interested in a smaller order, we may still be able to assist. Please contact our R&R Support team, who are available to help. They will connect you with our sales department.

    Can you support international corporate gifting?

    Yes, we can support international corporate gifting orders. Please reach out to our R&R Support team for assistance. They will connect you with our sales department.

    Where can I shop your products in person?

    You can find a list of our stockist partners here to shop the RAPH&REMY® experience in person. Do note that our stockist partners do not carry our entire range and item inclusions may differ store-to-store. If you’d like to view a specific product in person, best to call the store ahead of time, to ensure it’s availability.

    How do I return or exchange a RAPH&REMY® item purchased from your stockist partner?

    Items purchased from our stockist partners or alternate online platforms must be returned or exchanged through the respective seller's return or exchange process. Our returns portal is only applicable for purchases made directly on raphandremy.com using your unique numeric order number (e.g., #22000) to initiate the process. If you need assistance, please contact the seller or platform where the item was purchased.

    How can I become a stockist partner?

    To become a stockist partner, please contact our R&R Support team, who will connect you with our sales department. We look forward to hearing from you and discussing potential partnership opportunities.

    Feedback & Support

    Who can I contact for technical support?

    You can contact our R&R Support team for technical assistance. You can reach them via email at hello@raphandremy.com or our Live Chat widget on our website.

    Who can I contact for a general question I cannot find on the website?

    Our R&R Support team is available to assist with any additional information you may need that is not available on our website. You can reach them via email at hello@raphandremy.com or our Live Chat widget on our website.

    How quickly do you answer queries?

    We endeavour to respond to all queries within 24 hours, Monday–Friday.

    What hours are you available to answer queries?

    Our R&R Support team are available in business hours, 10am-6pm Monday to Friday (SG
    time, GMT+8), excluding public holidays.

    How can I leave feedback about my experience or a product?

    We value hearing from our customers and community about their experiences with RAPH&REMY®. If you had a positive experience, consider sharing it on social media by tagging us. Your feedback helps spread positivity and supports our brand. If you have any suggestions for improvement or concerns, please reach out to our R&R Support team. We prioritise customer satisfaction, and your feedback is valuable to us. They will be happy to hear from you and assist you further.