We welcome exchanges and returns on your orders if the fit or style is not right, subject to the terms and conditions below. Please contact us at hello@withlovekei.co within 7 days of receiving your parcel to make an exchange or return. Requests for exchanges or returns will be declined after this period.
Please note that returns and exchanges are only applicable for regular-priced items purchased directly from our website (www.withlovekei.co).
Any exchange or return can only be requested by the original purchasing account.
Merchandise purchased through third parties is not covered under our Return and Exchange Policy.
Our Policy At A Glance
Please direct any order-related enquiries to hello@withlovekei.co.
Do kindly indicate your details such as name, order number, and any other information (i.e. item and size to be changed) that may facilitate the exchange or return process.
We are a small team but aim to get back to you as soon as possible within 1-3 working days!
Do kindly refrain from sending multiple emails as we reply according to timestamps and your email will get shifted later.
To be eligible for an exchange or return, the item(s) must be in their original brand new condition as received, unworn, unwashed, unscented, and with tags and original packaging intact - Any return or exchange without the original packaging will be rejected.
All refunds (in the event of any return or unavailability of the item) 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. Kindly note that shipping fees are non-creditable.
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)
For set purchases, an exchange or return of any item (e.g. return of the top or bottom only) will result in the item being charged at the original price when purchased separately on its own.
Exchange
We understand that fit is important and if your item does not fit you well, we will be more than happy to do an exchange within 7 days of receiving your parcel. Any request for an exchange after the stipulated timeframe will not be accepted.
*Exchanges are subject to availability (only for instock items - strictly no exchanges for backorder items and unreleased designs)
To organize an exchange, just reach out to hello@withlovekei.co and we will assist you further!
Exchange conditions:
- Exchange is only valid on regular-priced items
- Exchange requests are valid within 7 days of receipt
- Exchange package is to reach us within 7 days after our approval for Singapore orders, or 30 days for international order
- Exchanges 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
- Bundle deals, items under ‘Sale’ or ‘Defect Sale’ tabs, and orders placed with more than 10% discount code/ store credits (partial or full) are not eligible for any exchange
Please note that an exchange is only confirmed when a confirmation is issued via email. The return address will be provided after your exchange request has been approved.
Exchange is only allowed for the same design. No discount will be applied for the exchange item, and the item will be charged at the original price.
An additional shipping fee of S$3.90 will be borne by the buyer for us to ship out a new piece from our end. A new package will be dispatched as soon as we have processed your exchange.
Kindly ensure that your order number is clearly indicated on your exchange package for identification - Unidentifiable exchange packages will not be processed and discarded.
Processing time for exchanges takes up to 7 working days (excluding weekends and Public Holidays/ Eve of PH) from the date that the parcel has been received.
Kindly note that only a one-time exchange per order is allowed.
Returns
We accept returns for change of mind within 7 days of receiving your order in exchange for store credits. Any request for a return after the stipulated timeframe will not be accepted.
To organize a return, just reach out to hello@withlovekei.co and we will assist you further!
*Due to the transaction fee and shipping fee incurred initially on our end, a handling fee of S$3 will be processed and deducted from the store credits issued for each return.
Return conditions:
- Return is only valid on regular-priced items
- Return requests are valid within 7 days of receipt
- Return package is to reach us within 7 days after our approval for Singapore orders, or 30 days for international order
- Return item(s) must be their original brand new, unwashed, unworn, and unscented condition
- Return item(s) must have original tags and original clear packaging intact
- Bundle deals, items under ‘Sale’ or ‘Defect Sale’ tabs, and orders placed with more than 10% discount code/ store credits (partial or full) are not eligible for any return
Please note that a return is only confirmed when a confirmation is issued via email.
All returns will be in the form of store credits that will be valid for a year from the date of issue and do not cover original shipping fees, duties, or taxes that are non-refundable - Please note that we do not offer cash refunds.
The return shipping costs are the responsibility of the customer and must be borne by the customer.
The customer shall bear the full responsibility for making sure the return package is sent back to our warehouse, packed securely, and sealed properly. Please be advised to mail your return package via a mode of delivery that allows tracking. We are not liable for any lost return packages and will not be able to process your return if it does not reach us.
Kindly ensure that your order number is indicated on your return package for identification - Unidentifiable return packages will not be processed and discarded.
Processing time for returns takes up to 7 working days (excluding weekends and Public Holidays/ Eve of PH) from the date that the parcel has been received.
Returns that do not fulfill all conditions will be duly declined and a redelivery fee will be required. Should a package not be claimed within 30 days, it will be deemed forfeited and discarded.
Store credit refund will be sent directly to the buyer's email address tagged under the order number once your return has been processed.
Incorrect or Defective Order
We are incredibly sorry if you received a wrong or defective item! In the unlikely event that you receive an incorrect or defective order, kindly email us at hello@withlovekei.co within 7 days of receiving your parcel.
Any incorrect or defective exchange after the stipulated timeframe will not be accepted.
Kindly refer to the defects table to see what constitutes a defect.
Exchange (Incorrect/Defective) conditions:
- Incorrect/ defective requests are valid within 7 days of receipt
- Incorrect/ defective item(s) must be in their original brand new, unwashed, unworn, and unscented condition
-Incorrect/ Defective item(s) must have original tags and original clear packaging intact
- All orders placed with more than 10% discount code, store credits (partial or full), sale items, bundle deals, and backorders are strictly not eligible for any exchange
Exchange requests for another size or color will not be allowed. If a replacement piece is available, it will be sent out upon receiving the incorrect/ defective item.
If the defective item is no longer in stock, a refund with a year's validity will be issued via store credits. Any reimbursement of postage amount paid will be refunded in the form of store credits.
Sale items (including the defect sale items) will strictly not be eligible for any exchanges or returns.
Acceptable Tolerances
All measurements provided on our site are in the form of inches, taken laid flat, and as precise as possible to the best of our ability.
Due to the nature of mass production, minor variation in measurement is unavoidable. For this reason, our measurement variance acceptable is within 0.75" and is not considered a defect.
KEI reserves all rights to refuse any order at our own discretion.
By placing an order with us, you are deemed to have agreed to the above terms and conditions listed.