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 for our membership here if you haven't.
As a member, you will enjoy many exciting benefits including welcome rewards, birthday perks, early access, exclusive event invites, and more!

How can I get notified of exclusive content and discounts?

- Subscribe to our mailing list that pop-ups when you enter or at the bottom of the website, or join our Telegram group (@withlovekei) and Instagram (@withlovekei)!

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!

Do you have a physical retail store?

We do have a boutique studio where you can drop by to browse, try on, and have a feel of our pieces for yourself IRL. 

To ensure an exclusive and tailored shopping experience, please note that we operate on an appointment basis and do not accept any walk-ins to the space at the moment.

Tap to make a booking here — Each booking slot gets you 1 hour of a cozy and private shopping experience where our team will be around to assist with styling, try-ons, or provide a second opinion on anything you need!

 
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 studio 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 2-5 working days for order processing and dispatch of orders during sale and festive 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.

Can I use multiple codes together for a single order?

Yes, not a problem! Store credits are stackable with discount codes.

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 minimize inventory errors, we seek your kind understanding that combinations of orders are no longer 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 7 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. To see what constitutes a defective item, click here.

What is considered a defect?

Please refer here to see what is deemed as a defect. Due to the nature of mass production, minor variations in measurement are also unavoidable during the cutting and sewing processes. For this reason, any measurement discrepancy of up to 0.75" is not considered a defect. 

Will defective items be refunded via original payment method?

All refunds (in the event of any defective item or general returns) will strictly be for store credits that will be valid for a year from the date of issue.

There will strictly be no cash refunds in the form of the original payment method.

How do I know if I am eligible for a return/exchange?

Items purchase with any 10% promotional code are allowed for exchanges and returns. The following are strictly not eligible for any exchanges or returns:

- Bundle deals
- Items under ‘Sale’ or ‘Defect Sale’ tabs
- Orders placed with more than 10% discount code
- Orders placed with store credits (partial or full)

What are some couriers recommended to mail my return or exchange package back?

Traceable couriers are generally recommended to prevent any loss of mails - some you may wish to consider are Smartpac, Speedpost, Singpost Tracked Mail, Qxpress, or GrabExpress. Please note that the mailing fee is to be borne by the buyer except for defective cases. 

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! We will not be able to get a return or exchange done for an order placed with store credits.

When would my return or exchange be processed?

We aim to process all returns and exchanges as swiftly as possible after we have received them! However, do note that it can generally take up to 5-7 working days to be processed, and sometimes slightly longer during peak and sale periods. We promise to follow up with an email as soon as your package has been processed! 

Where can I find my store credits?

Any issue of store credits will be loaded to your account that you have signed up for and placed an order with us. You can check your remaining value under your account anytime! 

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 drop us an email or reach out via Instagram DM with your bust, waist and hip measurements!

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!