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NEW ARRIVALS IN STORE EVERY FRIDAY

VISIT US AT PLAZA SINGAPURA B1-19

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 purchase. Please drop us an email at wecare@thewillowlabel.com, within 7 days from date of delivery and wait for our email acknowledgment. The return item must be unworn, unwashed and with tag.

Store credits will be added into your account once we have acknowledged receipt of your item. Store credits will be valid for 3 months, with strictly no extension. Delivery fees will not be refunded.

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

The following are not eligible for returns:

  • Orders made with discounts of any type (flash sale/free shipping/storewide promo etc.), promotional codes, gift cards and store credits
  • Sale items and earrings

 

A2. Can I exchange my purchase?

Yes, you can request for an exchange of size/colour (excluding items currently on backorder) for local orders. Please drop us an email at wecare@thewillowlabel.com within 7 days from date of delivery and wait for our email acknowledgment.

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

The following are not eligible for exchanges:

  • Orders made with discounts of any type (flash sale/free shipping/storewide promo etc.), promotional codes, gift cards and store credits
  • Sale items and earrings

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

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

B1. Can in-store purchases be exchanged in store? Within how many days?

Yes, exchanges can be done for items of equal or higher value. For exchanges of lower value, unfortunately, no credits or refund will be given. Exchanges have to be done within 7 days with receipts and the items kept in original packaging. We are unable to reserve items in store for exchanges. Please note that shoes and accessories are also not eligible for returns/exchanges.

 

B2. Can online purchases be exchanged in store?

No, returns for online purchases strictly cannot be done in store. Exchanges in store are only allowed for in-store purchases. Our retail staff have the right to reject online returns if they are dropped off at our store.

 

B3. If the item that I have purchased in store is defective, can I get a refund?

No, kindly check the item in-store before purchasing to ensure that it is free of defects. 

 

B4. In the event that I want to exchange for an item that is unavailable in store, but is available online, can I still proceed to exchange?

No, exchanges for in-store purchases can only be made for in-store items.

 

B5. Can in-store purchases be returned for in-store credits/e-credits?

No, but we do allow exchanges, kindly refer to B1.

 

B6. Can e-credits be redeemed in our retail store?

No, currently e-credits can only be redeemed online.