FAQ

Where is KEI based?

We are born in Sunny Singapore. Click here to find out more about our brand!


Do I have to create an account to make a purchase?

Registering an account is optional. You can still make a purchase and checkout as a guest. 

To check your past order history and enjoy exclusive members-only privileges, sign up as a member under our rewards program.

As a member, you will enjoy many exciting benefits including welcome rewards, birthday perks, early access, exclusive event invites, and more!

Not registered with us yet? Click here to be a part of the community today!


Do you have an option for Gift Wrap or Gift Cards?

Yes, we do! Tap here for gift cards, or here for gift wrap service!

 
Can I amend or cancel my order after confirmation?

We understand the pain of having to wait for your precious package, which is why your order is sent for processing as soon as we confirm it.

While we are unable to guarantee this, we will happily do our best to amend your order provided that it has not been fulfilled and dispatched from our warehouse.

If you changed your mind about any item placed, let us know as soon as possible!

Do you ship internationally?

Yes, we do! For assurance and security, all international orders are trackable. All international shipping charges will automatically be calculated upon checkout. 

For more information on international shipping, please click here.


When will my order ship?

Orders are processed, packed, and ready for shipping within 1-3 working days of ordering from our Singapore office upon payment verification.

We will follow up with a shipment confirmation email as soon as your order ships.

It will take another 1-3 working days (Singapore orders) or 7-10 working days (International orders) to reach you through our couriers.

Please note to allow an additional 3-5 working days for order processing during sale periods.

What payment methods do you accept?

We accept payment via major credit card merchants including VISA, Mastercard, and Paypal.

For orders within Singapore, we also accept payment via DBS PayNow, GrabPay, and FavePay — all of which are available on the checkout page.


I have made a few orders separately. Can I combine them together and get a refund for the excess shipping fees?

To better streamline our operations and prevent order errors, we seek your kind understanding that combinations of orders are strictly not allowed.

Can I request an exchange in size for my order?

Yes definitely! We understand that fit is important and to ensure you receive your items in the right size, we offer a one-time exchange in size within 14 days of receiving your parcel.  

In the event whereby the preferred size is unavailable (i.e. out of stock) for exchange, a refund for store credits will be issued.

Please refer to our return and exchange policy for more information.


What if I received a defective or incorrect item?

We aim to constantly deliver quality and consistency, and we are incredibly sorry for not getting your order right.

In the unlikely event that you receive a defective or incorrect item, please email us right away at hello@withlovekei.co and we will get it taken care of for you!

For more information on our exchange policy or return eligibility, click here.


Can I get a return or exchange done for an order that has been purchased with store credits?

We are sorry but we strictly do not allow the recycling of store credits. As such, we would not be able to get a return or exchange done for an order placed with store credits.

How should I choose the right size for me?

We know how tricky it can be to find your perfect fit and we are here to help!

We have a wide range of silhouettes and each style comes with different measurements under the product description. 

To help you find your perfect size as efficiently as possible, feel free to hit us up via Instagram DM!

Why can't I find an item that I'm looking for? 

We are sorry that you missed out on getting the item that you are looking for. All our products are only available in limited quantities and might not be restocked once sold out.

If you would like us to bring back an item that is out of stock, join the waiting list and we promise to follow-up if it becomes available again!