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Returns & Exchanges


Our return and exchange policy at a glance

Returns and exchanges are only applicable for regular-priced items purchased directly on our website - www.withlovekei.co. Any items purchased through third parties are not applicable.

All returns and exchanges are handled via email. Request for an exchange or return can be written to withlovekei.co@gmail.com - Please include your order details such as name, order number, and any other information that may facilitate the exchange or return process (i.e. item and size to be exchanged).

Returns and exchanges are only accepted once we have attended to your email.

Processing for returns and exchanges takes up to 5-7 working days (excluding weekends and Public Holidays/ Eve of PH) from the date that the item has been received.

Returns or exchanges are allowed for purchases made using first-time purchase or monthly discount codes. Bundle deals, orders made with partial/ full store credits, or sale items are not eligible for any returns or exchanges.  

For set purchase, an exchange or return of any item (e.g. return of the top only or bottom only) will result in the item being charged at the original full price when purchased separately on its own.

All refunds (in the event of a return/ exchange/ unavailability of an item) are issued in the form of store credits only. Cash refunds are not allowed under any circumstances.

Please note that shipping charges are non-creditable. 

New order placed with store credits (partial or full) will not be eligible for return or exchange again.

 

 Returns

Return is for store credits only, cash refunds are strictly not allowed. Each return is subjected to a handling and restocking fee of S$3 which includes both transaction fees and subsidized delivery fee incurred initially on our end. For this reason, the restocking fee will be deducted from the store credits issued.

Kindly note that the return should be requested within 10 days of receiving the parcel. Any request for a return after the timeframe will not be accepted. 

Bundle deals, orders made with partial/ full store credits, or sale items are not eligible for any return.  

Return Conditions

  • Return package must be returned within time frame upon receipt: 14 days (Local), 45 days (International)
  • Return item(s) must be in their original brand new, unwashed, unworn, and unscented condition
  • Return item(s) must have original tags and original clear packaging intact, in a sellable condition 
  • Bundle deals, sale items, and discounted items (including items purchased during flash sales, with partial/ full store credits or other discount codes other than first-time purchase promotional code) are not eligible for return 

 

1. Return via Buyer's own courier

Delivery of return item(s) is to be arranged by the buyer by default and to be mailed back within the stipulated time frame. All additional shipping fees are borne by the buyer.   

For all returns, customers have to notify us prior to mailing the return package out and failure to do so may result in rejection of a return. Please do not send the return item(s) on your own accord.

Kindly ensure that your name, order number, and return request details are clearly indicated on or in your return package for identification. Unidentifiable return packages will not be processed and discarded.

2. Return at our Studio

To arrange for a return at our studio, click here. 

Kindly note that an appointment is required for a return directly at our studio - at least one working day in advance. Walk-in returns are strictly not entertained.

Your return is only confirmed when we give you confirmation via email. 

Store credit refund will be sent directly to the buyer's email address tagged under the order number once your return has been processed. 

Store credits are valid for 6 months from the date of issue and do not cover original shipping fees, duties, or taxes that are non-refundable. Cash refunds are strictly not provided under any circumstances. 

All returns are final. Items that the buyer wishes to repurchase with the returned store credits will not be reserved or guaranteed. 

 

 Exchange

We understand that fit is important and to ensure you receive your items in your right size, an exchange for size is valid within 10 days upon receiving your parcel. Any exchange request after the timeframe will not be accepted. 

Bundle deals, orders made with partial/ full store credits, or sale items are not eligible for any exchange. 

Kindly note that only a one-time exchange is allowed per order, and all exchanges are subject to availability. In the event that your requested item is not available in your preferred size, you may exchange it for another item in our store taking into account the price difference (if any). No discount will be applied for the exchange item, and the item will be charged at the original price.

Alternatively, we will be more than happy to issue you store credits to offset your future purchase. 

Exchange Conditions

  • Exchange is valid on regular-priced items for size only
  • Exchange can only be arranged for items in stock
  • Exchange item(s) must be their original brand new, unwashed, unworn, and unscented condition
  • Exchange item(s) must have original tags and original clear packaging intact, in a sellable condition
  • Bundle deals, sale items, and discount items (including items purchased during flash sales, with partial/ full store credits or other discount codes other than the first-time purchase or monthly promotional codes) are not eligible for exchange

 

1. One-to-One Exchange via our courier

We can arrange a one-to-one exchange by our courier at a fixed fee of S$5 - Courier will pick up the original item and pass the exchange item on the spot.

The exchange will take place between 9AM-10PM from Monday-Saturday which will be further advised by our courier on the same day itself.

To ensure successful receipt of the exchange package by our courier, kindly ensure that your name, order number, and “KEI Exchange” are clearly indicated on it.

Items that do not fulfill any of our exchange criteria mentioned will be duly rejected by our courier.

2. Exchange at our Studio

To arrange for an exchange at our studio, click here. 

Kindly note that an appointment is required for exchange directly at our studio - at least one working day in advance. Walk-in exchanges are strictly not entertained.

 

 Incorrect or Defective Items

We are incredibly sorry if you received an incorrect or defective item(s), something must have gone wrong on our end! In the unlikely event that an incorrect or defective item is received, we will be more than happy to do an exchange for the exact same item with all additional shipping fees fully absorbed by us.

Kindly email us at withlovekei.co@gmail.com within 10 days of receiving your parcel along with the following information (Name, order number, and other supporting details such as images or videos of the incorrect or defective items received). Any return or exchange request after the timeframe will not be accepted. 

  • Item(s) must be their original brand new, unwashed, unworn, and unscented condition 
  • Item(s) must have original tags and original clear packaging intact, in a sellable condition 

  

 Acceptable Tolerances (Measurements)

 Kindly note that all measurements provided on our site are taken laid flat and as precise as possible to our best ability. Due to the nature of mass production, measurements stated on the website may vary up to 0.75". In the event that the measurement deviation is +/-0.75", the item may be exchanged to your preferred size.

In the event that the measurement discrepancy is more than 0.75", the item can be exchanged for smaller sizing. Store credits will be issued in replacement if the item is out of stock. Refunds for cash are strictly not allowed.

 

 What is considered a Defective Item?

A defective item is defined as one with manufacturing defects such as major stains, faulty zippers, or missing buttons that affect the overall function of the item (when worn).

KEI will not be held liable for any unintended damage to your items as a result of treatment or usage of bleach, strong detergents, high heat (e.g. dryer, burns), or soaking.

Items that contain any perfume smell or washing powder smell will be considered as worn and washed, and will therefore not be eligible for any return or exchange.

Examples of other minute imperfections that are not considered as manufacturing defects:

  • Variation in measurements (within our acceptable tolerance) between pieces of the same design
  • Slight discrepancy in the representation of product colors due to different monitor resolutions or lighting differences
  • Slight stains or small scratches that are not at obvious places (e.g. inner lining)
  • Crease marks, loose threads, or any other reason similar in effect that is easily rectifiable and does not affect the overall look of the item 
  • Dirt material or technical markings that can be easily washed off
  • Variation in prints placement* (if any) 

*Due to print placement variation and differing cut of fabric, customers should not expect to receive the exact same piece as the product image. 

In the event that a buyer has mailed out an exchange or return parcel that does not fulfill any of our criteria mentioned, the parcel will be duly rejected. The buyer will be responsible to arrange for your own delivery service to retrieve the parcel back. KEI will not be responsible for the costs of returning the parcel back to the customer. Should a package not be claimed within 30 days, it will be deemed as forfeited and discarded.

All other requests for a return or exchange will be reviewed on a case-by-case basis. KEI reserves the right of final decision in the event of any dispute.

KEI reserves the right to amend the terms from time to time without prior notice. By shopping on our website, you are deemed to have agreed to the above terms and conditions listed. Should you have any queries, feel free to drop us an email at withlovekei.co@gmail.com.