Hassle-Free Exchanges & Returns
We want you to love every Alyssandra purchase.
If your item doesn’t fit right or arrive in perfect condition, we’ve made returns and exchanges simple for both Singapore and international customers.
Read below for everything you need to know about timelines, eligibility, and how to start your return.
>>CUSTOMERS IN SINGAPORE
You have the following exchange/return options:
1) Exchange for another size of the same design, subject to availability.
2) Return the item for issuance of store credits.
How to Return
1. Email us at enquiries@alyssandra.com or send in your exchange/return request here, within 10 working days from the date of mailing before mailing back the item.
You will receive a confirmation email from us with the return instructions.
2. Check that item is brand new, unworn and unwashed, with its tag intact in original packaging.
3. Please note that customers will bear the shipping cost of the return to us.
Possible modes of return
1. SingPost Tracked Letterbox: For returns of up to 2kg. You can post your return over any SingPost post office counter.
2a. SingPost Smartpac Medium: For returns of 1/2 pieces of items. You can drop the package in any SingPost mailbox.
2b. SingPost Smartpac Box: For returns of 3/4 pieces of items. You can drop the package in any SingPost mailbox.
3. Courier services that pick up from your location such as Grab Express etc.
Terms & Conditions
- Store credits issued will be the value of the item in your order, less any applicable restocking fee* or discount. There is no expiry date for the store credits.
* No restocking fee will be charged on the first return. A restocking fee of S$2 per item will be charged for subsequent returns, including the case where the item is purchased using store credits issued from a previous return. The restocking fee is to cover the additional postage and admin costs involved in multiple-time returns.
- Shipping fees are non-refundable.
- Sale items are strictly non-exchangeable and non-refundable.
- Cash refunds are not provided for returns and existing store credits.
- Exchange/returns outside the eligible timeframe will not be entertained.
>>CUSTOMERS OUTSIDE OF SINGAPORE
You can return the item for issuance of store credits.
Store credits issued will be the value of the item in your order, less any applicable restocking fee* or discount. Cash refunds are not provided for returns. Shipping fees are non-refundable. There is no expiry date for the store credits.
How to Return
1. Email us at enquiries@alyssandra.com or send in your exchange/return request here, within 20 working days from the date of mailing before mailing back the item.
You will receive a confirmation email from us with the return instructions.
2. Check that item is brand new, unworn and unwashed, with its tag intact in original packaging.
3. Please note that customers will bear the shipping cost of the return to us.
Terms & Conditions
- Store credits issued will be the value of the item in your order, less any applicable restocking fee* or discount. There is no expiry date for the store credits.
* No restocking fee will be charged on the first return. A restocking fee of S$2 per item will be charged for subsequent returns, including the case where the item is purchased using store credits issued from a previous return. The restocking fee is to cover the additional postage and admin costs involved in multiple-time returns.
- Shipping fees are non-refundable.
- Sale items are strictly non-exchangeable and non-refundable.
- Cash refunds are not provided for returns and existing store credits.
- Exchange/returns outside the eligible timeframe will not be entertained.
>>INCORRECT / DEFECTIVE ITEM
We apologise if you've received an incorrect or defective product.
Please contact us with your order number, product name and brief description of defect/error within 10 working days (Singapore customers) / 20 working days (international customers) from the date of mailing.
We will send you a new replacement piece, no questions asked. If the design is out of stock, we will issue you a full refund.
Terms & Conditions
- Returns are accepted only for defective items that are unworn and unwashed. A picture of the defect may be requested.
- Returns are not accepted for damages caused by mishandling of apparel during washing. Refer to our Laundry Care tips.
- Refund issued will be the value of the item in your order less any applicable discount. Shipping cost is not refundable.
- Due to the mass production process, there may be up to 0.5 inch difference from the single-side measurements provided. Slight variations in print placement may also be expected for printed designs. Please also note that linen often has some inconsistencies in the weave. These are not defects but rather natural imperfections and part of the nature of the fabric. These factors will not be considered as defects.
**ALYSSANDRA reserves all rights to turn down exchanges/returns that do not fulfill the stated T&Cs. Your purchase is a tacit agreement to our T&Cs.
FAQ on Exchange / Return Policy
Can I exchange for a different colour of the same design?
Yes you can! We will reserve the piece for you if the stock is still available at the time of request.
Please send in your exchange/return request here within the applicable return window.
Can I exchange for a different design?
In this case, you can return for store credits. With the store credits, you can proceed to purchase any design you want.
Can I return Sale items?
Sorry, Sale items are strictly non-returnable and non-exchangeable.
Can I return items bought with discount code?
Yes you can, as long as the items are not Sale items.
The store credits issued for the return will be the net item value after the application of the discount code.
How long does it take for me to receive store credits?
We will email you once we've received your return and issued store credits to your account.
How long does it take for me to receive the exchange item?
We will email you you once we've sent out the exchange item. You will be given a tracking number so that you can track the delivery status.
I've exceeded the return window. Can I still return or exchange item?
Sorry, we will not be able to accept returns outside of the stated return window.
How can I view my store credits?
Log into your account and you would be able to view your available store credits.
How can I utilise my store credits?
Simply check out your order as usual. During the payment stage, you will be given the option to offset your bill with your available store credits.
No coupon code is required. You can then proceed to make payment for the balance amount as usual.
I am missing a belt/brooch for my item. What should I do?
Sorry about that! Please let us know the issue here and we will assist you asap.
I washed the item and the colour ran. What should I do?
Unfortunately, we only accept returns for brand new items that are unwashed.
For all garments, we strongly recommend gentle handwash separately with mild detergent and strictly no soaking in water. This is especially important for garments with more than 1 colour. Our garments have undergone colour run tests, and the colours should not run if our recommended wash care instructions are followed.
Refer to our Garment Care tips.