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Return & Exchange

THE WILLOW LABEL's Return and Exchange Policy applies only to online purchases made via www.thewillowlabel.com or purchases made in-store at our Plaza Singapura retail outlet.

 

ONLINE PURCHASES

A1. Can I return my purchase?

Yes, you can return your online purchase via the following options below:

  • A trackable mail to our HQ at 110 Lor 23 Geylang Road #05-02 Singapore 388410
  • Drop off at our retail store at Plaza Singapura, #B1-19

Your returns must reach us within 14 days from the date of delivery/collection with a valid order ID number (e.g 123456) clearly indicated.

The item(s) must be unworn, unwashed, unaltered and with their tags intact.

The following are not eligible for returns:

  • Orders purchased with discounts of any type (including bundle deals, birthday discounts and usage of gift cards) excluding gold/platinum membership discounts
  • Accessories, merchandise and sale items

Store credits with 3 months validity period (which can be used partially or in-full) will be issued once HQ receives the return item. Balance credit that is not used/expired will not be refunded back to your account. Credits can be utilised online and in-store.

Delivery fees will not be refunded.

If the return item does not fulfil return conditions, only partial store credits will be issued.

All returns are final, i.e. credit notes issued for return items can only be used once and item(s) bought will not be applicable for another return.

 

A2. Can I exchange my purchase?

Yes, you can exchange your online purchase only at our Plaza Singapura retail store within 14 days from the date of delivery/collection of your order. A copy of your order invoice would be required for the exchange.

Due to separate inventories, we are unable to reserve online items for in-store exchanges. In the event that the item you wish to exchange for is unavailable in store, you may opt to return your item for credits instead. No refund/store credits will be issued if the exchange is for an item of a lower value.

Our retail staff reserve the right to reject any online exchanges in-store if the return item does not meet our exchange conditions.

Please note that all exchanges are final, i.e. exchanged items cannot be exchanged again.

The following are not eligible for returns:

  • Orders purchased with discounts of any type (including bundle deals, birthday discounts and usage of gift cards) excluding gold/platinum membership discounts
  • Accessories, merchandise and sale items

Do note that exchanges can only be made at our physical retail store in Singapore. If you are unable to visit our store, you can opt to return via mail for store credits instead.

 

A3. What do I do when I receive a defective purchase?

Please email us at wecare@thewillowlabel.com within 7 working days from date of receipt and we will advise you accordingly.

Email details:

Your order number: #

The name of the defective item:

Photograph of the defect:

NOTE:

  • Manufacturing inconsistencies of 0.5" difference in our given measurements are NOT considered a defect
  • In the event that the returned item(s) are deemed NOT defective by THE WILLOW LABEL, a credit note equivalent to the value of the apparel will be issued to you. Postage costs will NOT be reimbursed.

 

Items mailed back to THE WILLOW LABEL without prior confirmation from us will strictly not be entertained. 

THE WILLOW LABEL reserves the right to exercise discretion in permitting all returns and exchanges. THE WILLOW LABEL reserves the right to amend terms and conditions as and when they deem fit.

 

STORE PURCHASES

You may find our retail stores' exchange policy here.