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/ JEM retail outlet.
ONLINE PURCHASES
A1. Can I return my purchase?
Yes, you can return your online order via the following options:
- Mail to HQ: 110 Lor 23 Geylang Road #04-01, Singapore 388410 (trackable mail required).
- Drop-off at Retail Stores: Plaza Singapura: #B1-19 or Jem: #02-40.
Important
All return requests must be submitted online via your account under the Orders tab. Once submitted, a RMA number (e.g., RMA-XXXXXX-XXXX) will be issued for each request.
For local orders returns must reach us within 14 days from the shipped/collection date with a valid RMA number clearly indicated.
For international orders returns must reach us within 30 days from the shipped/collection date with a valid RMA number clearly indicated.
Return conditions
Items must meet the following conditions:
- Unworn, unwashed, unaltered, and with tags intact.
- Returned within the validity period.
- if store credits, exchange credits, or birthday discounts are applied, a return is allowed provided all other conditions are met.
Returns will not be accepted for:
- Orders purchased using bundle deals or points redemption.
- Accessories, merchandise, and sale items.
Store credits with a 3 months validity period (which can be used partially or in-full) will be issued once HQ receives the return item.
- Items that do not meet return conditions may receive partial store credits.
- Delivery fees will not be refunded.
- Unused or expired balance will not be refunded.
A2. Can I exchange my purchase?
Yes, online purchases can be exchanged in-store only at Plaza Singapura or Jem, within 14 days from the shipped/collection date. A copy of your order invoice is required.
Important
Items must be unworn, unwashed, unaltered, and with tags intact.
Online items cannot be reserved for in-store exchanges. If your desired item is unavailable, you may opt to return your item for store credits.
No refunds or credits will be issued if exchanging for an item of lower value.
Exchange conditions
Items must meet the following conditions:
- Unworn, unwashed, unaltered, and with tags intact.
- Exchanged within the validity period.
- if store credits, exchange credits, or birthday discounts are applied, an exchange is allowed provided all other conditions are met.
Exchanges will not be allowed for:
- Orders purchased using bundle deals or points redemption.
- Accessories, merchandise, and sale items.
Our retail staff reserve the right to reject any online exchanges in-store if the return item does not meet our exchange conditions.
If you cannot visit a physical store for exchange, you may return your item 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:
- Minor measurement inconsistencies of up to 0.5" are not considered defects.
- If the item is confirmed defective, a credit note equal to the value of the item will be issued. Postage costs are non-reimbursable.
- Items mailed without prior confirmation will not be accepted.
STORE PURCHASES
For in-store purchases, please refer to our Retail Store Exchange Policy..
TIK TOK PURCHASES
Please email us at wecare@thewillowlabel.com with the following details for any return/exchange request subjected to approval and availability:
Tik Tok Reference ID:
Willow's account email address:
If you do not have a Willow account, please create one to facilitate your request. All returns/exchanges are subject to approval and item availability.
