Return & Exchange (FAQ)

What is your Return & Exchange Policy?

Your return must reach us within 28 days from the date of delivery/collection.

- For return methods, please refer to Return instructions here
- Orders made with promo codes are returnable unless stated otherwise in the promo code terms and conditions.

- Returnable items must be unworn, unwashed, unaltered, and still have their clothing tags intact.

Exclusions
Sale items (items with discounted prices before promo code is applied), also panties, swimwear, accessories, lifestyle and gift product categories are final and cannot be returned, exchanged or refunded.

Reimbursement & processing time

Your return will be processed as Store Credit equivalent to the purchase price within 4-6 weeks from when we receive it. We do not provide cash refunds for any return orders and delivery fees, if any, won't be refunded.

For Retail Store Purchases:

Retail Store Exchange
For retail store purchases, all sales/exchanges are final. We do not provide refunds for store purchases.

Can I return sale items?

Sale items (items with discounted prices before promo code is applied), also panties, swimwear, accessories, lifestyle and gift product categories are final and cannot be returned, exchanged or refunded.

What happens if I’ve returned an order that is not eligible for a return?

We'll drop you an email once we've processed your parcel.
 


For your parcel to be returned to you, there'll be a redelivery fee that varies depending on where you are located.

If you are unsure of an item's eligibility to be returned, you may check our Returns Policy here.

Can I return an item purchased using a promo code?

Orders made with promo codes are returnable unless stated otherwise in the promo code terms and conditions. 
If your order is eligible for returns, the amount that you've paid for the item only will be returned to your Store Credit account. Shipping is non refundable.

I can’t register my return, what should I do?

Don’t worry, you can contact shippinglabel@returnhelper.com they are here to help!Please take a screenshot of the error you’re facing and drop them a message. Their customer Care team will be in touch with you very soon!

I received a defective item, how do I request for an exchange?

We're incredibly sorry you received a defective item.
Please give us a chance to fix this - drop us a message here within 30 days from the delivery date with the following info:
- Your Order Number (e.g #12345-IC )
- The product SKU code of the defected item (You can find this information on your order packing list enclosed in the parcel, or in your Order Confirmation email e.g. SKU: M144RAs1OWTD-1)
- Photo of the defect

Our Customer Care team will get back to you as soon as possible and assist you with an exchange. If the piece is no longer in-stock, store credit or a refund will be issued.

For defective items, you'll be sent a return postage label to return your order. Please make sure your items are unworn, unwashed, unaltered, and still have their tags on.


We recommend returning defective items only via our prepaid postage label, as any charges incurred for using other modes of delivery won't be reimbursed.


*Variation of 1 inch in measurements will not be counted as a defect.
*Variation in colour will not be counted as a defect.
*Variation in hand embroidery will not be counted as a defect.

What is the status of my return?

You'll receive Store Credit to your account within 4-6 weeks from when we first receive your order. Once your return order has been processed, the return status will be updated to you via email notification.

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