Terms & Conditions

General

For general inquiries/ feedback, chat with us over on Instagram DM!

For order-related inquiries (i.e. exchange or return), please email us at hello@withlovekei.co.

For marketing and partnerships, please email us at kei@withlovekei.co.

All emails will be attended to within 1-3 working days (Monday to Friday, excluding weekends and public holidays). 

We are a small team but aim to get back to you as soon as possible! Please refrain from sending multiple emails as we attend to all emails based on the timestamp.

Payment

KEI currently provides the following payment methods: ShopcadaPay (VISA, Mastercard, Amex, ApplePay, GooglePay), PayPal, HitPay (PayNow, Shopee Pay), ShopBack Pay, FavePay, and GrabPay.

All transaction fees are fully absorbed by KEI. 

Any reimbursement made by KEI will be in the form of store credits (valid for a year from the date of issue).

Purchase

Here at KEI, 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 a result, orders that have already been placed cannot be modified or canceled.

We will not be held liable if the wrong size or color is selected, or if duplicate orders are placed.

Kindly ensure that all required information submitted is accurate and complete to avoid possible shipping delays or shipment errors. 

KEI reserves the right to reject any orders or disable any user account at any time if deemed inappropriate to our terms and conditions.  

To better streamline our operations, we seek your kind understanding that combinations of orders are strictly not allowed.

Backorders

Backorders are open for sold-out items and tentatively arrive 6-8 weeks (non-peak period) and 8-10 weeks (peak period) respectively after the opening date of backorder. 

A backorder design will already be in production once published and backorder slots will remain open until fully filled. A restock is not guaranteed and extras will be added only if our factory produces extra quantities. 

Please place an order only if you are comfortable with the waiting time and secure a piece early to avoid disappointment.

There are strictly no returns or refunds if one backs out of paid backorder. 

If there are both instock and backorder item(s) in the same order, all items will only be dispatched when the backorder item arrives. If you would like your instock item(s) to be dispatched first, kindly opt for split shipping during checkout.

Kindly note that there may be slight color differences for backorder batches.

For updates on our backorders, tap here!

*No emails will be sent for backorder updates.

Shipping & Self-Collection

All orders will be dispatched from our warehouse within 1-3 working days (excluding weekends and Public Holidays) on best best-efforts basis upon successful verification of payment. 

For more information on the respective delivery methods and information, click here. 

To ensure that your order is smoothly processed and promptly delivered, kindly ensure that all mailing details including name, shipping address, and mobile number are correct and complete.

In the event whereby a parcel is returned to us due to an incorrect or inadequate shipping address given, a re-delivery fee of S$3.90 (for local orders) will be applicable and payable by the customer before we arrange to have the parcel delivered again.

All return parcels / self-collection orders that are unclaimed within 30 days will be deemed as forfeited as sufficient response time has been afforded to the customer. 

Returns & Exchanges

For returns or exchanges, please drop us an email at hello@withlovekei.co.

Returns and exchanges are only applicable to regular-priced items purchased directly on our website. 

All orders placed using more than a 10% discount code, store credits (partial or full), sale items, and bundle deals are strictly not eligible for any returns or exchanges.

Any reimbursement made by KEI will be in the form of store credits valid for a year from the date of issue. We do not offer cash refunds.

For more information on our return and exchange policy, click here.

Discounts

Discount codes are not stackable, and are not valid on sale items, backorders, bundles, and shipping fees for all orders.

Please ensure to key in any discount code at the checkout page for the discount to be applied.

No refunds will be made for orders where promotional codes are not entered at the point of purchase. 

Birthday discounts are eligible on the first order of the birthday month per customer. 

Personal discount codes and store credits issued are strictly non-transferable (regardless of reason) and cannot be sold to other customers for cash.

KEI reserves the right to reject any transaction if discount codes are discovered to be misused.

Product Representation

KEI strives to capture the most accurate colors of the products displayed on our website.

However, we seek your understanding that the color shown might differ slightly due to studio lighting or inevitable differences in computer settings and color resolutions across all tech devices.

Measurement Accuracy

All measurements provided on our site are laid flat and as precise as possible to the best of our ability.

Due to the nature of mass production, all measurements are subjected to an allowance of up to 0.75".

Any discrepancies in measurements within this range are not deemed defective.