Exchange & Return
HOW CAN I EXCHANGE MY ITEMS?You can now exchange your items when you shop at SINGTEL! Presently, you can exchange your items via:
Option 1: Return/Exchange SlipThe Return/Exchange slip is found on the same page as your invoice sheet, which you would have received in the original SINGTEL parcel. To opt for an exchange, see the column “Exchange” on the invoice table and indicate the size or colour you would want to exchange for. Under “Refunds” portion, please also select the manner of refund in the event if the item you are exchanging for is out of stock.
Pack the original item completely with in the brand’s packaging and tags, together with the returns/exchange slip, into the SINGTEL flyer bag, or any other packaging which can be secured. Return the item at the nearby SingPost counter or POPStation. Attach the returns shipping label onto your return parcel. For full details regarding the return process, please see HERE.
Once we have received your item and your exchange request, we will proceed to pack and dispatch the new exchange order. You will be notified via email once your exchange order is confirmed and shipped out respectively.
Option 2: Our Customer Experience Team
You can also check in with our trusty Customer Experience team regarding your wish to exchange items. However, please take care to return your original items to us within 5 natural days from the day the new exchange order is made. If the original items are not received and returned at our warehouse within the stipulated time frame, your exchange order will be released.
CAN I RETURN SOME ITEMS AND OPT FOR EXCHANGE FOR OTHER ITEMS FROM THE SAME ORDER?
Yes, you can! You have the flexibility of returning some items and exchanging the rest from the same order. To do so, simply indicate your option of either Refund or Exchange per item clearly and correctly on the Return/Exchange slip, found in the original order as part of your invoice.
The rest is simple – pack all items neatly and securely, with the Return/Exchange slip, into the parcel to be returned. Attach the returns shipping label onto your return parcel and deposit it either at the nearest SingPost counter, or at the POPStation.
Once our warehouse receives your return parcel, we will proceed to refund you for the items you returned, and place an exchange order for those items you have indicated for an exchange. You will be notified via email once your exchange order is confirmed and shipped out. For your returned items, you will also receive Returns Received and Refund Completed emails respectively.
ARE ITEMS AVAILABLE FOR SIZE EXCHANGE, COLOUR EXCHANGE OR BOTH?
Yes! We are able to exchange for both sizes and colour
ARE ALL ITEMS EXCHANGEABLE?
Most items are exchangeable, including items which we externally sourced from suppliers. Please note that items sourced from suppliers might take up to 7-9 working days to be delivered, after the original item has been returned and received at our warehouse.
For non-returnable items and Marketplace items, we are sorry to share that these are currently non-exchangeable.
CAN I CANCEL MY EXCHANGE ORDER?
If you have realised an error in your order or changed your mind shortly after placing your order, please contact our Customer Experience Team at +65 3157 5555 (Monday to Sunday, 9am - 6pm) and we will try to modify your order accordingly.
If more than two hours have passed, chances are good that your order is ready to be shipped! In either case, please give us a call for further assistance as soon as possible.
WILL I BE CHARGED FOR EXCHANGES?
We are happy to share that exchanges are free for customers!
HOW LONG WOULD YOU HOLD MY ITEM FOR IF I OPT FOR AN EXCHANGE?
If you have made an exchange order via our Customer Experience team, the exchange order will be held for 5 natural days to await the return of your original items to our warehouse. Once we have received your original items, your new exchange order will be automatically dispatched and sent out to you as soon as possible.
However, if your items are not received within 5 natural days, the exchange order will be released.
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY NEW EXCHANGE ORDER?
All exchange orders will be packed shipped out once the original items are received, returned and processed. The lead time is typically 3 working days from the day the exchange Order Shipped email is sent to you. However, for items which are externally sourced from suppliers, the delivery time for the new exchange order might take up to 7-9 working days.
CAN I EXCHANGE OR RETURN AN EXCHANGE ITEM?
Yes, you can! The exchange order is considered a new order on its own. You will be able to exchange an exchanged item. Simply complete the Return/Exchange slip which comes with your exchange order, pack it with the item and return it back to us. We will proceed with the new exchange order or refund, depending on the option you indicate on the slip, as soon as we receive the item from you.
Should you like to return your exchange orders, please note that the refund for these orders will be made entirely via Wallet Credit. An email will be sent to you once your refund is completely processed.
For a full download of the return process of your exchange item, please see HERE.
WHAT HAPPENS IF THE ITEM I WANT TO EXCHANGE IS OUT OF STOCK?
We are very sorry that the item you wanted to exchange for is out of stock! We will proceed to refund you entirely via Wallet Credit for the exchange request that is out of stock.
QUESTIONS? CONTACT US!
Our Customer Experience Team is ready to help! Please feel free to reach out to us at customer@SINGTEL.sg or drop us a call at +65 3157 5555, 9am – 6pm, daily!