FAQ - LOCAL TRANSACTIONS
Q: Is there a timeframe for me to collect my items if I have selected "Self-collection"?
Yes! Should you choose to collect your items at the boutique, please drop by within 10 days of your purchase. Orders not collected will be forfeited.
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.
For payments via bank transfer/paylah/paynow, do contact us on whatsapp at +65 9734 5198
Q: What happens when an item is out of stock?
Do note that should any items be out of stock, resulting in your order being less than $99, a total of $4 for delivery charge will be deducted from the refundable amount.
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 courier delivery services with Aramex 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 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.
You should receive your parcels within 3-5 days.
Q: Can I track my order?
Yes, you can! Just visit Aramex 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.
You can track your parcel here: 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 Aramex website.
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. Alternatively, you can contact us on whatsapp at +65 9734 5198 for a faster response.
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 email@example.com
Q: Will there be additional charges for re-delivery?
Do email us at firstname.lastname@example.org 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: The items I bought online doesn't suit me. Can I return my items and exchange for another product?
Yes, you can! We do have free returns for online orders above SGD200. This includes covering the cost of returning the parcel to our boutique and mailing out another parcel. Refer to the steps under LOCAL RETURNS.
Alternatively, you can also drop by our boutique at 38A Seah Street, 2nd Storey, Singapore 188394 to do an exchange. There is no minimum purchase requirements for this option.
Note that this is only a one time exchange.
Q: Can I return and get a cash refund for my purchase should the items be bought at the boutique/website?
Purchases made at main store or website 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. Refunds are strictly reserved for out of stock items.
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 it back to us
1. Contact us about your exchange on whatsapp @+65 97345198 OR email us at email@example.com to check for availability of item that you would like to exchange for.
2. 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.
3. Pack your items and the printed form together into a polymailer.
4. 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:
5. 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 firstname.lastname@example.org
6. Your return will be processed within 10 days from the day we receive your parcel. Cost incurred will be refunded to you via our website host if your order is above SGD$200.
*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: 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.