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Frequently Asked Questions

We are here for you! If you have any other questions (really, anything at all!) not answered here, just drop us an email at withlovekei.co@gmail.com and we promise to get back to you as soon as possible.

 
General

Where is KEI based?

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


 
How can I contact the team? 

Please direct all general enquiries, feedback, and order-related enquiries to hello@withlovekei.co.

For business collaborations or press-related matters, please email to us at kei@withlovekei.co.

For all emails, please allow up to 1-3 working days for us to get back to you. We are a small team but aim to get back to you as soon as possible!

*Please refrain from sending multiple emails as we attend to all emails based on the timestamp. Emails sent by the same sender may get pushed back, hence resulting in a possible delay in replies.
For urgent inquiries, we can be reached via Direct Message on Instagram (@withlovekei).

 

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 party today!



Can I amend or cancel my order after confirmation?
We understand the pain of having to wait for your precious package, which is why we aim to get your order shipped out as soon as possible! 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. If you changed your mind about any item placed, let us know as soon as possible!

However, we regret to inform that all orders cannot be canceled once they have been placed.




Shipping and Delivery
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.

 

What are your various collection modes and how long will it take?
Please click here for more information on the various delivery modes as well as their delivery time. All modes of shipment are trackable to let you have ease of mind.

For local orders, we also offer self-collection at our studio (located near Paya Lebar/ Eunos MRT).

 

When can I expect to receive my package?
Orders are processed within 1-3 working days upon payment verification. You will receive a shipment confirmation via email and/ or text as soon as your package has been dispatched on our end.

A rough estimation of the delivery time for both local and international shipping can be found here. 

Kindly note that the delivery lead time provided by our courier partners includes weekdays and Saturdays, exclusive of Sundays and public holidays.

We seek your kind understanding that there may be unforeseen shipping and customs delays that may occur occasionally due to the high volume of parcels or during the festive seasons.

 

What if no one is at home to receive the parcel?
If no one is available to receive the parcel, the driver will try to contact you via the mobile number provided during checkout. You may also wish to indicate your preference during checkout (if any) for us to leave your parcel on the riser, for example, if it is more convenient for you. 

In the event that the customer is unreachable, the parcel will be brought back to the sorting hub. The driver will attempt to re-deliver the parcel over the next few working days and in the event that the parcel is still not delivered after the second attempt, it will be deemed as an unsuccessful delivery. The parcel will then be returned to us, and a re-delivery fee will apply for us to send out your parcel again.

  

I have not received my parcel. Who should I contact?
You may track the status of your parcel here.

In the unlikely event that you are unable to do so, please email us at hello@withlovekei.co with your order number so we can further assist you from there!



 
Payment
What payment modes 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.
 




Returns and Exchanges
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.

 

I received a defective or incorrect item. What should I do?

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, we will gladly process an exchange for the said item. Please email us directly at hello@withlovekei.co so we can assist you further.

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

 

Can I return or get an 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.




Product and Stock
What is a backorder?
A backorder is a pre-order for popular products that are sold out on-site. A backorder typically involves a waiting time, and we recommend only placing an order if you are comfortable with the wait and any unforeseen delays. 

Updates on the arrival of a backorder item can be found here.

Please note that all backorders will be dispatched separately from ready stocks. In the event that your order consists of both instocks and backorder items, your order will only be shipped out upon arrival of the backorder items.  

 

 Which sizing suits me best?
As the measurements of our clothing vary from design to design, we do provide sizing measurements that can be found in the description section of each product.

*Kindly note that the measurements provided are estimated to the best of our ability and are subjected to slight discrepancies of up to 0.75” due to the nature of mass production. 

  

 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!