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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 trackable mail only. Please drop us an email at wecare@thewillowlabel.com, within 7 days from date of receipt and wait for our email acknowledgment. The return item must be unworn, unwashed and with tag. Return courier fees would have to be borne by the customer.

We do not accept returns of online purchases in-store and our retail staff reserve the right to reject any online returns in-store.

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, excluding gold/platinum membership discounts
  • 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. Exchange courier fees would have to be borne by the customer.

We do not accept exchanges of online purchases in-store and our retail staff reserve the right to reject any online exchanges in-store.

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, excluding gold/platinum membership discounts
  • 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 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.