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.

 

 Where is KEI based?

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

 

 How can I contact the team?

 Please direct all general enquiries/ business opportunities/ press-related matters to withlovekei.co@gmail.com

For urgent enquiries, we can be reached via Instagram (@withlovekei).

 

 Are there alternative methods of payment besides paying with a credit card/ PayPal account?

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

 

 Do you ship internationally?

Yes, we do! All international shipping charges will automatically be calculated upon checkout. 

 

 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 on the description section of each product. If you are in between sizes, we recommend you to take a size up!

 

 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! As such, orders that have already been placed cannot be modified or cancelled.

   

When can I expect to receive my package?

This largely depends on the shipping method you have selected during checkout. A rough estimation of delivery time for both local and international shipping can be found here.    

You will get a shipment notification email as soon as your package ships. However, do note that there may be unforeseen custom and shipping delays that may occur occasionally due to high volume of parcels/ during peak season.

*Note: In light of the current COVID-19 situation, we seek your understanding that processing and delivery of all local packages shipped out via Normal Mail may take a slightly longer duration. All packages shipped out via Normal Mail are not trackable, and KEI will not be held liable for any lost mails. We highly recommend you to opt for courier delivery upon checkout!

 

I have received a defective item! What should I do?

We aim to constantly deliver quality and we are incredibly sorry that you have received a defective item! Your satisfaction is immensely important to us, and we will gladly replace any defective item for you.

For more information on our exchange policy, click here.

 

 Can I request for a change in size or refund?

Please note that refunds and exchanges are strictly not allowed if an item does not fit you as measurements are clearly stated on the website. We strongly suggest you to ensure that all items are selected in the correct color and design prior to checking out.

Refunds will only be made if the item in question is unavailable or out-of-stock for exchanges. All refunds will be reimbursed in the form of store credits.

For more information on our return policy, click here

 

 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 after they sell out. Simply drop us a mail if you would like us to restock for a particular design and we'll try to make your wish come true!