FAQ - LOCAL TRANSACTIONS

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: Do I have to pay for the local postage charges?

We offer complimentary postage on purchases above SGD$99 after entitled discounts and delivered within Singapore.  Currently we are partnering with Aramex for all local deliveries. 

Orders made will be reviewed and processed within 2 business working days. Orders placed on Friday will begin processing on the following Monday. We do not offer shipping to P.O Boxes at this time.

Q: What are the delivery options and when can I receive my order?

We currently offer delivery with Qxpress so that you can be assured that your parcel will be able to reach you efficiently.
Upon order confirmation, we'll need up to 2 business days to process and pack your parcel. The staffs from Qxpress will then pick up from our boutique at 38A Seah Street Singapore 188394 during operating hours. It takes 1 to 3 days from Qxpress to deliver the parcel to you successfully.

From 18 June onwards, we will be using Aramex as our courier company. 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 your parcel from our boutique at 38A Seah Street Singapore 188394 during operating hours and deliver the parcel to you the next day. 

Q: Can I track my order?

Yes, you can! Just visit Qxpress courier website, where you'll be able to see the updated delivery status. It may just take up to 1 business day upon the dispatch of your delivery for the order status to be refreshed.

http://www.qxpress.asia/eng/html/customer_tracking.html

From 18 June onwards, all parcels are to be mailed out via Aramex courier company.  

You are able to track it via: www.aramex.com

Q: I haven't received my parcel. Who can I contact?

You will be able to track the status of your parcel on Qxpress website.

If you are unable to track your order, email us at kayde@kayleneonline.com with your order number and we will be happy to assist you.

Q: Are there any restricted areas/zone in Singapore that you do not deliver?

We generally do not deliver to army camps, hotels, and most of the islands in Singapore (only because we aren't allowed to!). For enquiry or more information, email us at kayde@kayleneonline.com

Q: Are there additional charges for re-delivery?

Delivery attempts by Qxpress will be made up to three times, upon which parcels will be returned to Kaylene should the 3rd delivery attempt be unsuccessful. To find out more on Qxpress re-delivery process, kindly click on the following link:

http://www.qxpress.asia/eng/html/customer_faq_view.html?nid=169

A re-delivery charge of SGD 4.50 for Standard Qxpress courier awill be applicable for all bounced parcels to be delivered again.

LOCAL RETURNS

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! Refer to the steps under LOCAL RETURNS.

Q: How do I get back my postage fees?

Follow the steps to return your parcel. Upon receiving your return parcel, your postage charges will then be refunded via Paypal within 10 working days.

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: Can I return and get a refund for my purchase should the items be bought at boutique?

Purchases made at main store cannot be returned and refunded. However, you can easily exchange your item(s) at our boutique located at 38A Seah Street Singapore 188394 during operating hours from 12.40pm to 8.30pm daily. 

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: Where can I get the return form?

You should be able to find a returns from in your order, but don't worry if you can't locate it - you can easily print a new copy right here : https://www.kayleneonline.com/returnform

Option 1: Mail back to us

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. Pack your items and the printed form together into a polymailer.

3. Arrange for delivery of the parcel back to us. At the moment, we only accept parcels returned via traceable delivery methods. E.g. Qxpress, Singpost registered mail, etc. 

Send your parcel to: 

Attention to: Returns Department
Kaylene – Plus Size Designer Boutique
38A Seah Street, Second Storey
Singapore 188394
*Deliver only from 12.40pm to 8.30pm*

4. Retain proof of receipt for the delivery you have arranged and email us a photo of it and include your order details. This is so we can arrange for refund for the delivery charges. Email us at kayde@kayleneonline.com

5. Your return will be processed within 10 days from the day we receive your parcel.

*We strongly encourage that your return is sent to us via traceable modes as we will not be responsible for any lost or damaged mail sent through non-traceable mailing options.

 

Option 2: Let us arrange a pickup for you with Aramex.

1. Fill up and submit a return form using the link provided: https://www.kayleneonline.com/returnform

2. Add in the comments section " Arrange pickup with Aramex" 

We will then contact you to arrange a time for Aramex to pick up your return parcel from your shipping address.

 

Option 3: Drop by our boutique at 38A Seah Street S(188394).

Drop by our boutique at 38A Seah Street Sinapore 188394 during operating hours to return your item(s) to us. This has to be done within 10 working days after the parcel is delivered to you. We will be notified of the date when the parcel is delivered to you.

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.