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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 www.withlovekei.co.and and requested by the original purchasing account. Any merchandise purchased through third-parties will strictly not be covered. 

All returns and exchanges are handled via email and are only considered accepted once we have attended to your email. 

Please direct any order-related enquiries to hello@withlovekei.co. We are a small team but aim to get back to you as soon as possible within 1-3 working days! Please refrain from sending multiple emails as we reply according to timestamps and your email will get shifted later. 

Please 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.

All orders placed using more than 10% discount code, gift card/ certificate(s), store credits, sale items, bundle deals, and backorders re strictly not eligible for any returns or exchanges.

For set purchases, 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 any return or unavailability of the item as a result of inventory error) will strictly be refunded via store credits. Cash refunds are strictly not allowed. Kindly note that shipping fees are non-creditable. 

Store credits can be used for online and in-studio purchases. 

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

 

Returns
Should you change your mind within 14 days of receiving your order, a refund can be requested for store credits. 

Any request for a return after the stipulated timeframe will not be accepted. 

All orders placed using more than 10% discount code, gift card/ certificate(s), store credits, sale items, bundle deals, and backorders are strictly not eligible for any returns or exchanges.  

Due to the transaction fee and shipping fee incurred initially on our end, we seek your kind understanding that each return is subjected to a revised handling and restocking fee of S$3 which will be deducted from the store credits issued.

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 a year 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.  

  • Return package is to reach us within 14 days from the received date for Singapore orders, or 45 days for international orders
  • 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
Delivery of return item(s) is to be arranged by the buyer by default and to be mailed back within the stipulated time frame.

You shall bear the full responsibility for making sure the return item is sent back to our studio, packed securely, and sealed properly. KEI will not be liable for any lost mails.

Please do not return any item without an approval from KEI team. 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. 

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

All returns will be processed within 7 working days (excluding weekends and Public Holidays/ Eve of PH) from the date that the parcel has been received.

 

 
Exchange
We understand that fit is important and to ensure you receive your items in the right size, an exchange for size is valid within 14 days upon receiving your parcel. Any exchange request after the timeframe will not be accepted. 

All orders placed using more than 10% discount code, gift card/ certificate(s), store credits, sale items, bundle deals, and backorders are strictly not eligible for any returns or exchanges.  

Kindly note that only a one-time exchange is allowed per order, and all exchanges are subject to availability. Exchange for a different design is strictly not allowed.

In the event that the requested exchange size is out of stock, store credits will be issued and you may make a new order for your preferred item.

No discount will be applied for the exchange item, and the item will be charged at the original price. 

      • 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



1. One-to-One Exchange via our courier 
For your convenience, a one-to-one exchange can be arranged via our courier at a fixed rate of S$5 (*Applies to local orders only). - The courier will pick up the original item and pass the exchange item on the spot.

The exchange will be 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.


 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 will not be entertained.

 

Incorrect or Defective Item
We are incredibly sorry if you received a wrong or defective item! In the unlikely event that an incorrect or defective item is received, we will be more than happy to get an exchange done for the exact same item with all additional shipping fees fully absorbed by us.

If the item is not available, a full refund will be issued for store credits.

Sale items are not eligible for any exchanges or returns. 

Please email us at hello@withlovekei.co within 14 days of receiving your parcel along with your order number, item, and any other supporting media of the incorrect or defective items received.


Faulty items that have been worn will not be taken into consideration.

If the item is out of stock, a full refund will be issued for store credits.

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



Acceptable Tolerances (Measurement)
All measurements provided on our site are taken laid flat and as precise as possible to the best of our ability. Due to the nature of mass production, measurements stated on the website may vary up to 0.75". For this reason, do note that manufacturing inconsistencies within 0.75" from our given measurements are not considered a defect! 

In the event that the measurement deviation is +/-0.75", the item may be exchanged for your preferred size.

Store credits will be issued in replacement if the item is out of stock.

Cash refunds 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).

‘Defects' that do not affect the general look of the apparel when worn will not be considered as defects, and hence will not be eligible for exchange or return.

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 not considered as manufacturing defects:

  • Variation in measurements (within our acceptable tolerance) between pieces of the same design

  • 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 

  • Minor stains on apparel as it could be washed off with some soap and water

  • Slight colour discrepancy due to different monitor resolutions or lighting differences

  • Minor stains or small scratches in the inner lining/ areas as it could be washed off with some soap and water

  • Variation in prints/ embroidery/ patterns placement* (if any)

*Due to print placement variation and differing cuts of fabric, buyers should not expect to receive the exact same piece as the product image.
 
Any other defects not listed will be considered as a defect, subjected to our verification.



 
A Note To Say
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 forfeited and discarded.



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.