This Exchange and Return policy only applies to purchases made directly from our online store (www.thefleurlabel.com). Requests for exchange/return pertaining to purchases made via third party platforms/sellers must be done via the respective platforms/sellers.
Online shopping can be a little tricky sometimes. In the event that you are not 100% satisfied with the item(s) you have purchased, we totally understand. Please take note of the following and you are good to go!
Step 1: Is your order eligible for a return?
1) We accept return for regular priced items. Returns are not accepted for the following:
- Orders made with promotional codes (including welcome discount, birthday discount, etc), store credit, and reward redemption points
- Orders which have already been processed for return previously
- Sale items
- Seasonal products
- Bags and accessories
- Deliberate damage of item in order to make it eligible for return
- Defects which appear after, or are caused by washing and handling by customer
2) Returns are only accepted within 7 working days from the date of mailing/dispatch of parcel (i.e. shipment notification email).
3) Return item(s) must be in their original condition, unwashed and unworn, clothing tag intact/attached, and in their original packaging. Items which do not fulfill these criteria will be rejected.
Step 2: Once your order fulfills the above return conditions, these are the things you need to note:
1) Restocking fees: S$3.50 for the first returned item and S$2.00 for each subsequent returned item(s) will be deducted before we issue a store credit. This restocking fee is used to cover all the associated costs to the business for processing your return order.
2) Fall below fee for free shipping: When your order falls below S$120.00 after the item(s) has been returned, S$4.50 will be deducted from your store credit as it would be deemed that the transaction did not take place.
Step 3: How to proceed with the return?
1) Email us at email@example.com specifying the order number and the item(s) you wish to return.
2) Returns must be done via trackable mode (e.g. Singpost SmartPac, SingPost Registered Article service, courier). Postage will be borne by the customer. All merchandise are your responsibility until they reach us. We will not be liable for lost mails in connection with parcels sent via normal mail, or delayed delivery of parcels. For the avoidance of doubt, please provide us (i) Posting Receipt for Registered Article(s) with tracking number printed by Singpost, and (ii) photo of parcel with the Singpost registered article number affixed.
3) Tracking code must be given to us within 5 working days from our email acceptance of your return.
4) Your return will not be processed if item(s) does not reach us in the event of lost mails, or if we do not receive the tracking code within 5 working days from email acceptance of your return.
5) Returns mailed without our email acceptance will be classified as illegitimate return (see below).
Step 4: When will you receive the store credit?
1) Store credit (valid for 1 month) will be issued into your online shopping account with us within 3 working days upon receipt and inspection of your returned item(s). If it is not utilized within the given time frame, the amount will be forfeited. No extension will be allowed.
2) The value of each credit note has to be utilized within one transaction; any remaining amount will not be refunded.
3) Store credit can only be utilized by the account holder unless otherwise stated. They are non-refundable and non-transferable in nature.
4) Orders made with store credit are not valid for return/exchange.
We currently do not allow exchanges. Should you need to exchange for a different size/colour, kindly request for a return (see above) and place a new order with the store credit.
INCORRECT ITEM RECEIVED
1) We apologise if an incorrect item was mailed out. Please notify us at firstname.lastname@example.org within 7 working days from the date of mailing/dispatch of parcel (i.e. shipment notification email).
2) 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.
3) 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 trackable mode (e.g. Singpost SmartPac, SingPost Registered Article service, courier). Postage fees incurred for the return will be fully refunded via bank transfer.
1) We apologise if you have received a defective item. Please email us at email@example.com with pictorial evidence of the manufacturing defect within 7 working days from the date of mailing/dispatch of parcel (i.e. shipment notification email). We will ascertain the defect and advise you further.
2) 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.
3) If a defect is ascertained, an exchange of the same item in the same size and colour will be provided.
4) Customers are required to return the item via trackable mode (e.g. Singpost SmartPac, SingPost Registered Article service, courier). 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.
5) If a replacement piece is not available, store credit will be issued. No cash refunds will be provided.
6) Returns mailed without our email acceptance will be classified as illegitimate return (see below).
1) All items are inspected upon return. Articles not meeting the above conditions above or sent without the completed Return Form will be rejected.
2) In the event that returned item is not defective, or damaged due to postage transit/handling by customers, we may at our discretion decide not to refund for the product. We will then require the customer to pay a shipping fee of S$4.50 for re-delivery via local courier. Customer has to bear the full responsibility of all shipping charges incurred to facilitate the return.
3) Parcels not collected after 2 weeks from date of notification from us will be disposed off without prior notice. Strictly no refunds will be made for such cases.
THE FLEUR LABEL reserves the right to make amendments to any of the above Terms & Conditions. In the event of any dispute, THE FLEUR LABEL reserves the right of final decision.