Returns & Exchanges
Returns and Exchanges
All items purchased are non-refundable.
Kindly reply back via the order confirmation email you received from us and let us know your return request.
We will further advise our return address and procedure via email.
*Physical Dropoff will be rejected*
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, undamaged and unaltered - attached with original tag and packaging. Item(s) that do not fulfill the requirements will be rejected.
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.
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.
Accessories are non-returnable, non-refundable and non-exchangeable.
Sale item(s) are strictly non-exchangeable or refundable.
Return item must be packed together with our return form in a parcel. Our warehouse will only recognize parcel attached with return form (please indicate order number) hence failure to comply is equivalent to an unidentified lost parcel.
Returns are not allowed for accessories, sale item or orders made under promotional discount.
You will be issued with store credits voucher equivalent to the purchase of the price of return item. Store credits voucher 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.
We regret to inform that we do not offer any exchange of designs / sizes but will instead offer customer a return for store credit options.
ELTWINE reserve the right to reject the return item(s) if any of the above criteria is unfulfilled. In such event, the returned parcel will be sent back to the customer, postage charge applicable.
Defective / Incorrect items
We’re extremely sorry for sending you incorrect / defective item.
Please kindly drop us an email at email@example.com immediately (no more than 14 calendar days) with the below details:
- Order Number
- Name, product code, size and colour of the items
- Clear pictures of the incorrect / defective items
All defects will be examined by our customer service team base on your description and pictures provided. We will notify you of the outcome prior to our request for you to return the item back to us for a physical inspection.
ELTWINE reserves the rights to decline your items for exchange if the defects are not a manufacturing defect.
Please note that all measurements provided on site are approximated. They may vary +/- 0.3-0.8 inches difference. It will not be considered as a defect.
Reimbursement for courier return postage on defect items will be up to SGD 4.50.
Sales and Promotions
All sales / promotional items are strictly non-exchangeable and non-refundable.