Do I need to sign up for an account to place an order?
No. You do not have to. But having an account with us speeds up the ordering process as we store your mailing address in our database upon registering. Also, you will be able to track your order status in your account.
What do I do if I have forgotten my password?
You can reset your password here.
How long are the items kept in my cart for?
For registered members, your items will be kept in your cart for 8 weeks. For non-registered members, the items will be kept in your cart for 1 week. Please note that items in the cart do not mean that they are reserved for you.
What is a "soft launch"?
Soft launch is a special section where we release the products in advance of their planned launch dates. This way, you can shop the latest arrivals (usually within a few days after we bring in the products). However, please note that certain soft launch items may be taken down within after a few days of posting. Please check product description for more details.
All products under this soft launch (unless they are sold out) will be officially released after our photoshoot with our model. If you prefer seeing how it looks on a real person (i.e. our model), kindly wait for the products to be launched.
Can I amend or cancel my order after confirming it?
We are afraid we do not allow changes to be made to your order once it has been placed.
However, if you would like to amend or combine orders, please drop us an email at firstname.lastname@example.org. We will try our best to accommodate your request (provided that the parcel has not been shipped).
Request for cancellation of orders are not allowed.
Is my order secured after i add it into my shopping cart?
In order to guarantee your item order, you are advised to check out and make payment as soon as you can. We do not allow reservation of merchandise.
Should you face any difficulties, please email us at email@example.com for further assistance.
Can you help me reserve a merchandise?
Yes, the merchandise will be reserved for you within the stipulated time frame upon successful check out.
After the window has passed, we will release it back to the system.
My order includes both instock and backorder item(s), when will it be shipped?
If your order includes back order item(s), it will only be shipped only after your back order item(s) arrive. If you want us to mail the instock items first, please purchase it under a separate order.
Do you charge a fee for PayPal?
We are absorbing fees for payment gateways 100% so that you do not have to bear any additional charges.
How do I know if my payment is successful?
At the check out page, choose your preferred payment mode.
If you have selected PayPal, it should lead you to a separate window for payment on PayPal’s website. Kindly ensure that payment transaction is complete and confirmed before closing all windows.
Upon successful payment, an email invoice will be sent to your registered email account.
My payment for my order is declined. What can I do?
We will not be able to process any order(s) if the payment is not made and verified by THE FLEUR LABEL. To ensure that your payment is successful upon check out, we suggest:
Check the card details to ensure that all information is correct (i.e. billing address, expiry date, CVV, etc)
Your card issuer may have also declined your payment. It is best to contact your bank.
Try making payment with another card
Alternatively, choose another payment mode
You can also email us at firstname.lastname@example.org for further assistance.
What is the payment time frame?
- Internet banking / ATM bank transfer: Within 24 hours
- PayPal: Within 1 hour
After I have made payment, what do I do next?
Internet banking / ATM bank transfer
Log in to your account and update your payment information. Alternatively, click on the link stated in your order email and you will be directed to update payment information page in your account.
Credit cards & PayPal
For payment made by credit cards or PayPal, we will be notified by our system of your payment immediately after it was made. Hence, no further action needed from you.
What if I cannot make payment within the time frame upon check out?
For some reasons that you cannot make payment within the time frame upon successful check out, please email us at email@example.com with your invoice number, we will be glad to assist.
Otherwise, all orders which are left unpaid after the time frame upon successful check out will be automatically cancelled and added back to our system for other shoppers to purchase.
What is the status of my order? How do I track my order?
To check the status of your order or get your shipment tracking number:
Log into your account. The shipment tracking number and date will be updated once parcels are dispatched; OR
Check your email. An email with the shipment tracking number and date will be emailed to you once parcels are dispatched.
You can also get a quick view of your order history on this page.
For tracking of parcel status, please visit:
- Singpost Normal Mail: no tracking available
Singpost Registered Mail: Singpost website here
- Singpost local courier: Roadbull website here
Malaysia orders: Nationwide Express website here.
- All other international mail: Singpost website here
What if I have entered an incorrect mailing address during check out?
If you have entered an incorrect mailing address, please email as at firstname.lastname@example.org with your invoice number. We will try our best to catch the parcel before it is out.
However in cases where the parcel has already been mailed, we will have to wait for the rebound parcel to be sent back to us. A second delivery will be made to the correct mailing address. Please note that additional mailing charges incurred will be borne by the customer.
It is the responsibility of the customer to provide accurate information required for the the order to be efficiently processed. THE FLEUR LABEL will not be accountable for delays caused by incorrect shipping details provided.
RETURNS / EXCHANGE
What do I do if I have an incorrect item?
We apologise if an incorrect item was mailed out. Please notify us at email@example.com within 5 working days upon shipment of the item (i.e. shipment notification email).
Courier delivery will be arranged to deliver the correct item in exchange for the incorrect piece. Kindly ensure that the return item is securely packed and addressed to The Fleur Label before handing it to our courier.
If a replacement piece is not available, store credit will be issued. No cash refunds will be provided. Customers will be required to return the item via Singpost SmartPac or SingPost Registered Article service. Postage fees incurred for the return will be fully refunded via bank transfer.
What do I do if I have a defective item?
We apologise if you have received a defective item. Please email us at firstname.lastname@example.org with pictorial evidence of the manufacturing defect within 5 working days upon shipment of the item (i.e. shipment notification email). We will ascertain the defect and advise you further.
As our apparels are mass manufactured, the following are not considered manufacturing defects:
- Difference of up to 1 inch from the stated measurements
- Slight color discrepancies arising from difference in computer screen resolutions
- Item with slight imperfections (e.g. loose threads, small washable stains, small dotted stains on fabric, small stains on lining, etc) which do not affect the overall appearance of the item
- Different placement of prints from showcased item as placement of prints might differ from piece to piece.
- Colourblock, stitching and embroidery pieces must always be hand-washed and separated immediately to prevent colour run. Rinsing or soaking such pieces are strictly not advised. In cases of colour run due to customer's fault, return will not be entertained.
If a defect is ascertained, an exchange of the same item in the same size and colour will be provided.
Customers are required to return the item via Singpost SmartPac or SingPost Registered Article service. Postage fees incurred for the return will be fully refunded via bank transfer. The replacement piece will be shipped via the original mailing mode selected within 2 working days upon receipt of the defective item.
If a replacement piece is not available, store credit will be issued. No cash refunds will be provided.
Any return made without notifying us via email, and without our email acceptance will be classified as illegitimate return.
Can I exchange my item to another size or colour?
We do not have a one to one exchange policy. If you would like to exchange an item to a different size or colour, please return your unwanted item for store credit and then place a new order.
For all other returns, please read our Return Policy in full.
What is a store credit?
Store credit is issued in the event of any return of regular priced items. It is used to offset against a new order.
Store credit is only valid for purchase of regular priced items.
When will I receive my store credit?
Store credit will be issued within 3 working days from date of receipt of your returned parcel. Please avoid dropping us multiple emails as it may create confusion as we are trying our best to process all returns requests as soon as we can.
What happens if my purchase is less than my store credit value?
You will still be allowed to utilise your store credit, but any balance will be forfeited.
I have obtained a store credit/discount code. How do I use it?
On the order summary page during the check out process, the system will prompt you to enter a discount code.
Enter the store credit/discount code which you have obtained and click “Apply”. Please verify the discounted amount and all shipping charges before confirming your order.
Please note that store credit and discount codes are non-stackable.
Can I utilise both my store credit and discount code in the same order?
No. Our store credit and discount codes are non-stackable.
As such, store credit and discount codes cannot be utilised at the same time. Each order only allows the use of one code (e.g. discount code / free shipping code / promotion codes / store credit / etc).
When does my store credit expire?
Store credit expires within 1 month from the date of issue.
If it is not utilized within the given time frame, the amount will be forfeited.
Requests for extension of vouchers before its expiry date will be processed on a case by case basis. Once the expiry date has passed, we would not be able to process the request.
Can i transfer my store credit to another person?
Store credit issued are linked to each individual’s account and email address, hence it can only be utilized by the account holder.
They are non-transferable in nature.