FAQs


We are here for you! Feel free to drop us an email at withlovekei.co@gmail.com for any questions not answered here. 

For shipping and delivery, click here.

 

 Where is KEI based?

 We are based in Singapore. Click here for more about our brand!

 

 How can I contact the team?

 Please direct all enquiries/ business opportunities/ press media relations to withlovekei.co@gmail.com. For all emails, please allow up to 48 working hours for us to get back to you!

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 there are! For orders within Singapore, we accept the following payment methods: DBS PayNow, and DBS PayLah!

All of these options will be made available at the checkout page.

 

 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!

 

 Why did I not receive any email upon checking out?

An order confirmation email will be sent to every customer upon order placed. A separate shipping confirmation email will also be sent to you once your order has been shipped. 

To prevent these emails from going to your junk mail folder, we advise adding our email (withlovekei.co@gmail.com) to your contacts list.

 

I made a manual payment via DBS PayLah/ PayNow, how would I know if my order has been confirmed and is being processed?

Our team will reach out to you if your order has not been confirmed (i.e. no payment received). Otherwise, your order will automatically be processed upon payment! No further email will be sent to you for payment confirmation, and we will notify you soonest via email/ text once your order has been shipped.  

  

When can I expect to receive my package?

You will get a shipment notification email as soon as your package ships. It's on the way! A rough estimation of delivery time for both local and international shipping can be found here. 

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. In light of the covid-19 disruptions, we seek your understanding that processing and delivery of parcels shipped out via standard shipping may also take a slightly longer duration.

Note: Parcels shipped out via Standard Shipping are not trackable, and KEI will not be held liable for any lost packages. 

 

 Can I request for a change in size/ 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 item(s) are selected in the correct color and design prior to checking out. A refund will be made in the form of store credits in the event when an item to be exchanged is out of stock. 

For more information on Return and Exchange, click here

 

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

 All our products are only available in limited quantities and might not be restocked after they sell out. Do watch our space and follow us on Instagram (@withlovekei) for all the latest updates so you can get your hands on them before they sell out! Though fret not, we are always working on something new for you!