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Returns & Exchanges


Our return and exchange policy at a glance

Returns and exchanges are only applicable for regular-priced items purchased directly on www.withlovekei.co. Any items purchased through third parties are not applicable. 

All returns and exchanges are handled via email and are only considered accepted once we have attended to your email. Request for an exchange or return can be written to withlovekei.co@gmail.com - our friendly team will get back to you within 1-3 working days on best efforts basis! Please indicate your details such as name, order number, and any other information that may facilitate the exchange or return process (i.e. item and size to be exchanged).

Returns or exchanges are allowed for orders made using first-timer discount or monthly collection promotional codes. Bundle deals, orders made with partial/ full store credits, or sale items are strictly not eligible for any returns or exchanges.  

For set purchase, an exchange or return of any item (e.g. return of the top only or bottom only) will result in the item being charged at the original full price when purchased separately on its own.

All refunds (in the event of return or unavailability of item) are issued in the form of store credits only. Cash refunds are strictly not provided. Please note that shipping charges are non-creditable. 

Store credits can be used for online and in-studio purchases. 

New orders placed with store credits (partial or full) will not be eligible for return or exchange again.

 

 Returns

Should you change your mind within 10 days of receiving your order, a refund can be requested for store credits. Any request for a return after the timeframe will not be accepted. 

Bundle deals, orders made with partial/ full store credits, or sale items are not eligible for any return.   

Due to the transaction fee and delivery fee incurred initially on our end, we seek your kind understanding that each return is subjected to a handling and restocking fee of S$3 which will be deducted from the store credits issued.

Store credit refund will be sent directly to the buyer's email address tagged under the order number once your return has been processed. 

Store credits are valid for 6 months from the date of issue and do not cover original shipping fees, duties, or taxes that are non-refundable. Cash refunds are strictly not provided under any circumstances.  

Return Conditions

  • Return package must be returned within time frame upon receipt: 14 days (Local), 45 days (International)
  • Return item(s) must be in their original brand new, unwashed, unworn, and unscented condition
  • Return item(s) must have original tags and original clear packaging intact, in a sellable condition 
  • Bundle deals, sale items, and discounted items (including items purchased during flash sales, with partial/ full store credits or other discount codes other than first-timer discount or monthly collection codes) are not eligible for return 

Delivery of return item(s) is to be arranged by the buyer by default and to be mailed back within the stipulated time frame. All additional shipping fees are borne by the buyer.   

For all returns, customers have to notify us prior to mailing the return package out and failure to do so may result in rejection of a return. Please do not send the return item(s) on your own accord.

Kindly ensure that your name, order number, and return request details are clearly indicated on your return package for identification. Unidentifiable return packages will not be processed and discarded.

All returns will be processed within 7 working days (excluding weekends and Public Holidays/ Eve of PH) from the date that the parcel has been received.

 

 Exchange

We understand that fit is important and to ensure you receive your items in your right size, an exchange for size is valid within 10 days upon receiving your parcel. Any exchange request after the timeframe will not be accepted. 

Bundle deals, orders made with partial/ full store credits, or sale items are not eligible for any exchange. 

Kindly note that only a one-time exchange is allowed per order, and all exchanges are subject to availability. In the event that your requested item is not available in your preferred size, you may exchange it for another item in our store taking into account the price difference (if any). No discount will be applied for the exchange item, and the item will be charged at the original price.

Alternatively, we will be more than happy to issue you store credits to offset your future purchase. 

Exchange Conditions

  • Exchange is valid on regular-priced items for size only
  • Exchange can only be arranged for items in stock
  • Exchange item(s) must be their original brand new, unwashed, unworn, and unscented condition
  • Exchange item(s) must have original tags and original clear packaging intact, in a sellable condition
  • Bundle deals, sale items, and discounted items (including items purchased during flash sales, with partial/ full store credits or other discount codes other than first-timer discount or monthly collection codes) are not eligible for exchange 

1. One-to-One Exchange via our courier

For your convenience, a one-to-one exchange can be arranged via our courier at a fixed rate of S$5 - The courier will pick up the original item and pass the exchange item on the spot.

The exchange will be between 9AM-10PM from Monday-Saturday which will be further advised by our courier on the same day itself.

To ensure successful receipt of the exchange package by our courier, kindly ensure that your name, order number, and “KEI Exchange” are clearly indicated on it.

Items that do not fulfill any of our exchange criteria mentioned will be duly rejected.

 2. Exchange at our Studio (Unavailable from June till Mid September 2022) 

To arrange for an exchange at our studio, click here. 

Kindly note that an appointment is required for exchange directly at our studio - at least one working day in advance. Walk-in exchanges will not be entertained.

 

 Incorrect or Defective Items

We are incredibly sorry if you received a wrong or defective item! In the unlikely event that an incorrect or defective item is received, we will be more than happy to do an exchange for the exact same item with all additional shipping fees fully absorbed by us.

If the item is out of stock, a full refund will be issued for store credits.

Please email us at withlovekei.co@gmail.com within 14 days of receiving your parcel along with your order number, item, and any other supporting media of the incorrect or defective items received. Any request after the timeframe will not be accepted. 

  • Item(s) must be in their original brand new, unwashed, unworn, and unscented condition 
  • Item(s) must have original tags and original clear packaging intact, in a sellable condition 

  

 Acceptable Tolerances (Measurements)

All measurements provided on our site are taken laid flat and as precise as possible to our best ability. Due to the nature of mass production, measurements stated on the website may vary up to 0.75". For this reason, do note that manufacturing inconsistencies within 0.75" from our given measurements are not considered a defect! 

In the event that the measurement deviation is +/-0.75", the item may be exchanged to your preferred size. Store credits will be issued in replacement if the item is out of stock. Cash refunds are strictly not allowed.

 

 What is considered a Defective Item?

A defective item is defined as one with manufacturing defects such as major stains, faulty zippers, or missing buttons that affect the overall function of the item (when worn).

KEI will not be held liable for any unintended damage to your items as a result of treatment or usage of bleach, strong detergents, high heat (e.g. dryer, burns), or soaking.

Items that contain any perfume smell or washing powder smell will be considered as worn and washed, and will therefore not be eligible for any return or exchange.

Examples of other minute imperfections that are not considered as manufacturing defects:

  • Variation in measurements (within our acceptable tolerance) between pieces of the same design
  • Slight discrepancy in the representation of product colors due to different monitor resolutions or lighting differences
  • Slight stains or small scratches that are not at obvious places (e.g. inner lining)
  • Crease marks, loose threads, or any other reason similar in effect that is easily rectifiable and does not affect the overall look of the item 
  • Dirt material or technical markings that can be easily washed off
  • Variation in prints placement* (if any) 

*For prints/ patterns: Due to print placement variation and differing cut of fabric, buyers should not expect to receive the exact same piece as the product image.

 

 A Note To Say 

In the event that a buyer has mailed out an exchange or return parcel that does not fulfill any of our criteria mentioned, the parcel will be duly rejected. The buyer will be responsible to arrange for your own delivery service to retrieve the parcel back. KEI will not be responsible for the costs of returning the parcel back to the customer. Should a package not be claimed within 30 days, it will be deemed as forfeited and discarded.

KEI reserves the right of final decision in the event of any dispute.

KEI reserves the right to amend the terms from time to time without prior notice. By shopping on our website, you are deemed to have agreed to the above terms and conditions listed. Should you have any queries, feel free to drop us an email at withlovekei.co@gmail.com.