All discounted items are final sale and cannot be returned or refunded.
FAQ
1. What are the available modes of payment?
Visa, Mastercard and PayPal.
2. What are the delivery options available?
Standard Courier Delivery: Delivers within 3 working days after a shipping confirmation email is sent to you. Starting from SGD 4.50 per order (price varies based on total weight).
Complimentary Standard Courier Delivery for orders above SGD 200. *per order basis
3. How long does it take for my order to be delivered?
Upon payment confirmation, your order will be processed within 2 working days and dispatched to our courier partners. You can expect to receive your order within the next 3 working days. An email notification will be sent to you once order has been dispatched.
Note that delivery services are outsource to 3rd party vendors and we are not able to control any unforseen circumstances.
4. Can I return my purchase?
You may return your purchase to us within 14 calendar days upon receiving your order.
All items should be returned in its brand new condition (unwashed, unworn, tag intact etc). Items that do not fulfill the requirements will be rejected.
Return item must be packed together with our return form in a parcel. Our warehouse will only recognise parcel attached with return form hence failure to comply is equivalent to an unidentified lost parcel.
Returns are not allowed for sale item or orders made under promotional discount.
You will be issued with store credits equivalent to the purchase of the price of return item. Store credits will be valid for 6 months, strictly non-extendable and non-refundable.
Store credits cannot be used to offset shipping cost and can only be used to offset the product value for purchase.
Your are strongly encouraged to mail your item back to us via a traceable shipping service. ELTWINE will strictly not be responsible for any lost mails.
All returns and exchange are strictly by postage and will be required to go through inspection. We are unable to attend to meet up.
To provide customers with the flexibility to purchase their preferred apparels, we do not have 1-1 exchange policy but offer refund in the store credits terms.
Shipping costs are non-refundable and will be borne by customer except for defect or incorrect items.
Shipping costs for returning items will be borne by customers.
5. I have received an incorrect item / defective item.
We’re extremely sorry for sending you incorrect / defective item.
Please kindly drop us an email at hello@eltwine.com immediately (no more than 14 calendar days) with the below details:
- Order Number
- Name, product code, size and colour of the item
- Clear pictures of the incorrect / defective item
6. Can I refund for my purchase?
Refunds will be issued via store credits terms.
Goods sold are strictly non-refundable in cash terms.
7. How can I be informed of the latest update?
To be the first to know of our latest updates, all you have to do is to subscribe to our newsletter! You can do so by signing up for an account with us or by entering your email address in the bottom-left corner of our website.
8. How can we contact you?
Drop us an email at hello@eltwine.com and we will be happy to help!
Our back-end operations working hours are from Monday to Friday (excluding public holidays), 10:00 AM to 6:00 PM. We strive to respond to all enquiries within 1 to 2 working days.
We kindly ask for your patience during this time, as we work to assist you as quickly as possible.
