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Return & Exchange

THE WILLOW LABEL's Return and Exchange Policy applies only to online purchases made via www.thewillowlabel.com.

 

Can I return my purchase?

Yes, you can return your purchase. Please notify us via email at wecare@thewillowlabel.com within 7 days from date of receipt and wait for our email acknowledgment. If you are eligible for the return, we will inform you of the necessary steps you can take to do so. The return item must be unworn, unwashed and with tag. 

You will be refunded an online credit to your account equivalent to the purchase price of each returned item(s), valid for 3 months. Delivery fees, if any, will not be refunded.

Please note that all returns are final, i.e. credit notes issued for return items can only be used once and items bought using that credit note cannot be further returned/exchanged again.

Discounted items (items bought during sale/flash sale/using promo code/voucher redemption/birthday discounts) and earrings will not be eligible for returns/exchanges of any sort.

 

 Can I exchange my purchase?

Yes, you can request for an exchange of size/colour. Please notify us via email at wecare@thewillowlabel.com within 7 days from date of receipt and wait for our email acknowledgment.

Exchanges will only be entertained if the item is still in stock upon our email confirmation (backorder items are not included). We will not reimburse any postage costs for the exchange. For local orders (within Singapore), we can arrange a courier to pick up the exchange item and pass you the new item with a one-time fee of SGD$4. For international orders (outside Singapore), you will have to mail the purchase to us via any mode of tracking delivery of your choice. 

In the event that the item is no longer in stock, a refund in the form of credits equating to the value of the purchase will be credited to your account. The credits will be valid for three months from date of issue and there will strictly be no extension of validity period.

Please note that all exchanges are final, i.e. exchanged items cannot be further returned for credit notes or exchanged.

Discounted items (items bought during sale/flash sale/using promo code/voucher redemption/birthday discounts) and earrings will not be eligible for returns/exchanges of any sort.

  

What do I do when I receive a defective purchase?

Please email us at wecare@thewillowlabel.com within 7 working days from shipped date. 

Your order number: #

The name of the defected item

Photograph of the defect

 

You will be reimbursed for postage for all items deemed defective, and a replacement piece will be mailed to you. A full refund will only be made (inclusive of the postage costs to and fro) if the said item is no longer in stock. If there are stocks for the item, an exchange will be arranged. Items returned must be unworn, unwashed, unaltered, and with their tags intact.

Due to manufacturing inconsistencies, there may be 0.5" to 1" difference in our given measurements. This variance is NOT considered a defect and exchanges due to this will NOT be entertained. 

In the event that the returned item(s) are deemed NOT defective by THE WILLOW LABEL, a credit note equal 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.