FAQ - INTERNATIONAL ORDERS
Q: Do you deliever Internationally?
Yes, we deliver worldwide! We are proud to partner with Aramex as our courier partner for all international deliveries.
Q: Are duties and taxes covered by Kaylene?
No, duties and taxes are to be covered by customers only. Please note that different countries have different methods of calculations for taxes and Kaylene will not be responsible for paying taxes. Total prices of each order will be declared on the parcel itself.
Q: What are the available mode of payment for online transaction?
For online purchases, we offer the following modes of payment: Visa, Mastercard and PayPal.
Q: How long will it take for my parcel to reach me?
Upon order confirmation, we'll need up to 2 business days to process and pack your parcel. The staffs from Aramex will then pick up from our boutique at 38A Seah Street Singapore 188394 during operating hours. Transit time varies for shipment to different countries.
Q: Can I amend or cancel my order after confirmation?
We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. However, do send us an email at email@example.com quickly and inform us on the amendments.
Q: I wish to purchase from Kaylene but am not residing in Singapore and Malaysia, can I still place order?
Yes of course! Shipping fees are automatically calculated during checkout and currency conversion will be shown after payment as reflected in your credit card/ bank account.
INTERNATIONAL TRANSACTIONS: MALAYSIA
Q: Do I have to pay shipping charges to Malaysia?
Good news to customers in Malaysia! For a limited time only, we are offering a FREE shipping to purchases made above SGD$99 after entitled discount (if any).
Q: What are the delivery options and when can I receive my order?
We currently partnered with Aramex for international delivery so that you can be assured that your parcel will be able to reach you safely and fast!
Q: Can I and how do I track my orders through Aramex?
Yes you can! Just visit Aramex website and check your orders on DHL website at: www.aramex.com
Q: I have not received my parcel. Who can I contact?
You will be able to track the status of your parcel on Aramex: www.aramex.com
If you are unable to track your order, email us at firstname.lastname@example.org with your order number and we will be happy to assist you.
Q: Will there be additional charges for re-delivery?
Do email us at email@example.com and we will contact our courier company to get your questions answered.
For a more direct and immediate response, do contact Aramex's customer support team.
Q: Will I be charged for custom duty and import parcel?
The shipping fee paid during checkout is not inclusive of customs and import duties (duty delivered unpaid). You’ll be charged if there’s any fees involved. Our courier partner, DHL will get in touch with you if there are any duties to be paid.
In most countries, any customs or import duties are only charged once the parcel reaches its destination.
Kaylene does not have control over these charges hence we are unable to include it in the shipping fee or advise on how much the cost will be as it varies between countries.
In order to avoid unplanned cost, it will be good to check with your local customs office before placing an order.
Click on the following link for more information on tax related information in Malaysia:
Q: The items I bought online doesnt suit me. Can I return my items and exchange for another product?
Yes, you can! We do have FREE RETURNS with minimum purchase of SGD200. Refer to the steps below.
Q: How do I get back my postage fees?
Aramex will be billing to us for your return parcel. You will not be required to make payments for returning the parcel.
Q: How long does it take for my return parcel to be processed?
Returns will be processed within 10 working days (not inclusive of weekends and Singapore public holidays) from the date we receive your parcel. You will receive an email update once your return has been processed.
Q: Now that I have returned the parcel, where is my money?
Cash refunds are not provided for returns.
An online credit voucher equivalent to the purchase price of the item(s) returned will be issued in your account.
Upon receiving the returned products, we will be in contact with you on provide you with a unique E-Voucher Code of the same value of the returned item. You may then key in this unique E-Voucher Code for the exchange.
Q: Where can I get the return form?
You can find it here: https://www.kayleneonline.com/returnform
Follow the steps to return your parcel:
1. Fill up and submit a return form using the link provided: https://www.kayleneonline.com/returnform
Make sure to print a copy of the form once u have submitted it.
2. Make sure to add in the comments of the return form for us to contact you to make arrangements regarding parcel pick-up.
3. Pack your items and the printed Return Form together into a polymailer that we have provided for you.
At the moment, we only accept parcels that are sent back by Aramex with tracking number on it. It is advised that you have a proof of receipt for the refund of the Free Returns Policy.
4.You will be contacted to print out an Aramex Airway bill. Paste your return label on your package and an Aramex personnel will collect your parcel from your shipping address after you have aranged a pick up time with Aramex.
5. Your return will be processed within 10 days from the day we receive your parcel.
We reserve the rights to refuse items and subject you to a $50 restocking fee/surcharge for local returns if the following points are not followed.
- Items returned must be in original condition with tags unaltered and intact.
- Items returned are not within the 10 days exchange policy.
*Kindly note that sale items, intimates, swimwear, leggings and safety shorts CANNOT be returned.