Returns/Exchanges are accepted for regular priced items within 10 days after shipping out. Exchanges for a different style or size are subject to availability. In the event that exchange of sizes/style is not possible, a credit note will be issued with a 3 months validity. We will reply you within 3 working days on further instructions for the return/exchange. Do note that any shipping costs will not be refunded.
Please note the following:
- Only items purchased from www.stillen.com.sg will be accepted for return/exchanges.
- Returns/Exchanges are not accepted for orders made with sale discount codes and sale items.
- Returned items must be in original condition: unwashed, unworn and unscented and original tags on. Items which do not fulfill these criteria will be duly rejected.
- Store credits will be issued via an online code, valid for 3 months, and can be used to offset online purchase of products only and are not applicable on postage/courier fees. Delivery fees, if any, will not be refunded.
- Store credits are to be used in a single transaction (fully utilized in 1 order), and not applicable with any other discounts or promotions. No credits/refunds will be given for the balance amount not used. Send your return/ item to us via trackable delivery modes. Delivery fees for return of product and delivery of exchange items will be borne by the customer.
- Store credits cannot be converted into cash and have an expiration date of 3 months (from the time it is given to you.) Any store credit that is not claimed within the time frame will not be refunded.
International Return: You will be responsible for costs of return postage. Reasonable effort should be made to have the merchandise returned to us within shipping duration of 10-12 working days.
Once your package has been received at Stillen, you will be contacted by our customer service team. Should the item be exchanged for a merchandise in stock, it will be processed and shipped within 3-4 business days after we have received your return package. Delivery fee for the exchange item will be at your cost.
You are advised to use a traceable shipping service or purchasing shipping insurance. Exchange will not be done for parcel not received or lost in transit
DEFECTS / INCORRECT ITEMS RECEIVED
We do a quality check for each parcel before it leaves our hands. In the unlikely event that you receive a defective/incorrect item, we sincerely apologize for the inconvenience caused. For defects/incorrect items: Email us at [email protected]sg with snapshots of the area of the defect and your order details, within 7 working days of receiving your parcel. We will reply you within 3 working days on further instructions for the return.
What are not considered defects?
- All items should be hand washed and NOT soaked. If an issue arises from machine-washing/soaking, this will not be considered a defect.
- Kindly allow for 0.5 – 0.8″ difference in our given measurements, and 20% discrepancy in the product color due to lighting. Such variances are not defects.
- Prints on items may vary in terms of symmetry/alignment for each piece and will not be considered a defect.
- Items with slight imperfections (loose thread, slight dotted stains etc) which do not affect the overall appearance will not be considered a defect.
Cancellations/Change Of Orders
Once order is confirmed and payment is made, there will be strictly no cancellation or change of orders.
Any items being returned to us due to delivery failures will incur a delivery cost on your part to schedule a re-delivery of the item back to you.
Wrong Delivery Address / Wrong Email address
Please ensure that your email and address provided is correct. All personal details should be entered correctly before checking out. In the event of an error, please email us immediately and we will update the correct details for you. Any failure for delivery due to wrong personal information provided will result in a re-delivery charge if the item has been returned to us.
Wrong Items / Missing Items
If there is a mistake in your parcel, please drop us an email at [email protected] within 7 working days from the shipping out date (Local) and 14 working days from the shipping out date (International).
All orders not reported to us within the stipulated time frame will be considered as fulfilled. We reserve the rights to review each exchange / return on a case by case basis.