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/ Vivocity retail outlet.
ONLINE PURCHASES
A1. Can I return my purchase?
Yes, you can return your online purchase via the following options below:
- A trackable mail to our HQ at 110 Lor 23 Geylang Road #04-01 Singapore 388410
- Drop off at our retail store at Plaza Singapura, #B1-19
- Drop off at our retail store at VivoCity, #02-188
You can do so by submitting your return requests online via your account under the orders tab. Once you have done so, a RMA number (RMA-1XXXX-XX) will be issued for every return request(s).
For local orders, your returns must reach us within 14 days from the shipped date/collection with a valid RMA number (e.g RMA-1XXXX-XX) clearly indicated. This also applies to drop off at our retail store.
For international orders, your returns must reach us within 30 days from the shipped date/collection with a valid RMA number (e.g RMA-1XXXX-XX) clearly indicated.
The item(s) must be unworn, unwashed, unaltered and with their tags intact.
The following are not eligible for returns:
- Orders purchased with bundle deals, birthday discounts and points redemption.
- Accessories, merchandise and sale items
Store credits with 3 months validity period (which can be used partially or in-full) will be issued once HQ receives the return item. Balance credit that is not used/expired will not be refunded back to your account. Credits can be utilised online and in-store.
Delivery fees will not be refunded.
If the return item does not fulfil return conditions, only partial store credits will be issued.
Item(s) bought using store credits are now eligible for returns/exchanges provided all other t&cs are met.
A2. Can I exchange my purchase?
Yes, you can exchange your online purchase only at any of our retail stores within 14 days from the shipped date/collection of your order. A copy of your order invoice would be required for the exchange.
Due to separate inventories, we are unable to reserve online items for in-store exchanges. In the event that the item you wish to exchange for is unavailable in store, you may opt to return your item for credits instead. No refund/store credits will be issued if the exchange is for an item of a lower value.
Our retail staff reserve the right to reject any online exchanges in-store if the return item does not meet our exchange conditions.
The item(s) must be unworn, unwashed, unaltered and with their tags intact.
The following are not eligible for exchanges:
- Orders purchased with bundle deals, birthday discounts and points redemption.
- Accessories, merchandise and sale items
Do note that exchanges can only be made at our physical retail store in Singapore. If you are unable to visit our store, you can opt to return 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:
- 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 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.
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 a Willow account to facilitate your request, thank you!
