Kindly take some time out to read our terms and conditions (online purchases) to ensure a fuss free and enjoyable shopping experience.
By shopping with us, you are deemed to have acknowledged, understood, and agreed to the terms as stated below.
GENERAL
a. Our working days are Mondays to Fridays, excluding weekends and public holidays.
c. All transactions (emails and payment verifications) will be attended to within 1-2 working days.
d. Please refrain from sending us multiple emails within 2 working days if you do not receive a reply. This will mean your email is pushed further up and it will take us even longer to get back to you. Rest assured we will get back to you as soon as possible.
GENERAL PURCHASE AND DELIVERY
a. Kindly ensure you have selected the correct item(s) in the correct colors/sizes before checking out.
The Closet Lover will not be able to amend orders once they have been confirmed and will not be held liable in the event the wrong colors/sizes are selected, or if duplicate orders are placed.
b. Kindly ensure the full and correct address is stated, including your mobile number. Orders with incomplete/incorrect information may result in delayed delivery. A re-delivery fee of $5 will apply if parcel is returned.
c. Orders will be shipped out within 1-2 working days (unless otherwise stated) upon payment verification.
d. Mailing days include weekdays only, excluding weekends and public holidays.
e. All orders are shipped out according to order number, we do not combine orders.
f. The Closet Lover reserves the right to accept or reject any order(s).
MAKING A PURCHASE
a. Please note that by adding item(s) into your cart, it does not signify you have successfully purchased the item(s). Item(s) is only secured upon submission of payment.
b. Upon checking out your order, you will be directed to Paypal payment page. Please kindly make payment immediately via the Paypal popup page to secure your order.
c. All orders will automatically be deemed void if you leave the Paypal popup page. Payment made will NOT be synced with our server should you leave the popup page, this will result in your items being OOS. In the event where payment is made but items are OOS, there will strictly not be any refunds made. A store credit will be issued.
d. By carting out the item, it implies your intention and interest to make a purchase. The Closet Lover will reserve a slot for you. In the event where no payment is received and orders are cancelled, your account can/may be blacklisted from future purchases.
e. Blocked accounts can email us at
sales@theclosetlover.com to make a purchase. A deposit of $10/item will be required before an invoice is sent. Failure to make the top up or change of mind thereafter will result in the deposit being forfeited. Slots are reserved only upon payment verification.
f. All prices are final upon payment checkout. Refunds will strictly not be allowed in the event item purchased is available on sale thereafter.
BACKORDERS
a. Backorders are opened for sold out items and are usually available during the stipulated timeframe only.
b. Arrival time for different items differs and are usually stated under the individual items.
c. If backorder has closed but item(s) are still available, it means there are extras and you can proceed to place an order.
d. We apologize that there may be delayed or cancelled backorders due to unforeseen circumstances such as delayed shipment, lack of fabric, insufficient stocks arrived etc. For delayed/ cancelled backorders, cancellations of orders are not applicable. A gift certificate with no expiry will be issued accordingly. There will strictly not be any cash refunds.
e. In the event the order has an instock piece and a backorder item, the instock piece will be mailed out first.
f. Do kindly refer to the item link for backorder updates. No emails will be sent for such updates unless otherwise stated.
DELIVERY
a. All local orders are delivered via Ninja Van unless otherwise stated. Orders can be tracked via
https://www.ninjavan.co/en-sg using your order number. (EG: TCLxxxxxx)
b. Charges vary for apparels and bulky items such as shoes and bags.
c. Charges shown are partially subsidized by The Closet Lover.
d. We offer Standard Courier or Express Courier. Delivery will take 2-5 working days for Standard Courier and 1-2 working days for Express Courier.
e. Delivery charges are charged separately for instocks and backorders.
f. Please note local delivery applies to all addresses except no-go zones such as off-shore islands, restricted address etc.
DELIVERY CHARGES
a. Regular Priced Items
- Shoes/ Bags: $4 per item for Standard Courier/ $5 per order for Express Courier
- Apparels: $2 per order for Standard Courier/ $5 per order for Express Courier
b. Sale Items
- Shoes/ Bags: $4 per item for Standard Courier or $5 per order for Express Courier
- Apparels: $2 for the 1st item, additional $1 for subsequent items for Standard Courier or $5 per order for Express Courier
c. Return Parcels
- $5 per order for Standard Courier or $6.50 per order for Express Courier
Please note we will send an email should the parcel be returned. Parcels not collected after 2 weeks will be disposed off without prior notice. No refunds will be made for such cases.
d. Overseas Orders
The Closet Lover ships worldwide via DHL. Overseas shipping will be charged according to weight of items and will be advised accordingly at check out. Overseas orders will be shipped out within 1-3 working days from Singapore upon making an order. All overseas orders are shipped via DHL Express courier. Delivery will take 3-7 working days, subject to customs clearance and weather conditions.
e. Complimentary Local Express Courier is offered for orders above $120 in a single order, consisting of $120 instocks or $120 backorders only, no combination allowed. Sale orders are not applicable for complimentary courier.
PAYMENT
We accept PayPal payments only. This includes all credit cards, as well as Paypal registered accounts.
a. For payments via PayPal, payment has to be made instantly. Please ensure that you reach the PayPal payment gateway page via The Closet Lover website to ensure that your payment is received and updated successfully in our system. Payments made via a new browser will not be synced to our server, and that will mean your order status will not be updated automatically.
b. Should you exit the payment gateway page and opt to transfer to our PayPal account separately, a refund will be made via store credits if we are unable to reach your payment email on time.
GIFT CERTIFICATES
a. Gift certificates are store credits are issued by The Closet Lover and can be used on any purchase.
b. To redeem your credits, please select "Gift Certificates" during check out. Your invoice will then reflect the payable amount after the deduction.
c. Store credits do not have an expiry date unless otherwise stated.
d. Store credits are strictly non-transferable.
DISCOUNT CODES/ VOUCHERS
a. If you have a discount code, please ensure to input the code before checking out for discount to be valid. No refunds will be made for orders where discount codes are not entered at point of purchase.
b. Discount codes may or may not come with an expiry date. This will be informed accordingly.
c. Discount codes are strictly non-extensible.
d. Orders placed using discounts are not applicable for exchange and returns.
GENERAL RETURNS AND DEFECTS/ WRONG ITEM SENT
a. All returns have to be done within 5 working days from date of delivery and 3 working days after an email has been sent on the return/exchange procedure. Requests for exchanges and returns thereafter will not be entertained.
b. All return items must be in their original condition, unwashed and unworn with the tag intact, packed in The Closet Lover clear wrapping bag. Items which do not fulfil these criteria will be rejected duly. Customers will be required to top up the delivery charges for mailing back of the parcel.
RETURNS
[For Online Orders]
Returns are applicable on all regular priced items, including memberships and mailing list discounts. This does not include lifestyle, lingerie products, all sale items and all other items stated under item description.
a. All return items must be in their original condition, unwashed, unworn and unaltered with the tags intact.
- An inspection will be done to ensure that items are in resellable condition before the store credit will be issued. Item(s) that do not meet our policy will not be accepted and a top-up payment for redelivery will be required.
b. Each store credit can only be used once, not stackable and any excess amount will not be refunded. Orders placed using a return store credit/store credit discount code are not applicable for another return/exchange.
- There will be a processing fee of $2 for every apparel returned and it’ll be deducted from the store credits issued.
How to Return
Step 1: Email us at enquiries@theclosetlover.com with your order number and let us know the item(s) you wish to return within 1 week from the date of delivery, please await our confirmation before proceeding.
Step 2: Pack the item(s) in an appropriate packaging to prevent it from being stained/damaged during transit. You may use any plastic packaging, polymailer or the original packaging.
Step 3: Cut out the label on the original packaging and include it in the returned parcel before sealing. If you have misplaced/disposed it, you may indicate the order number on a piece of paper instead.
*Please note that unidentifiable parcels will not be processed.
Step 4: Send out the parcel via a trackable mode of courier, feel free to approach the nearest local post office for assistance. *Postage charges will be borne by customers, normal mail parcels are not accepted.
*Online orders cannot be returned/exchanged in-stores and self-drop offs are not allowed at our warehouse. Should you wish to have your items deposited at the stores, a courier fee of $7.50 will be deducted from the store credits issued as payment for the courier service to have the items sent back to the warehouse.
[For Retail Purchases]
Item(s) purchased at our retail stores cannot be returned for store credits, you may head back to the store for a one-time exchange. To check your purchase eligibility, you may approach our retail staff in-stores or email us at enquiries@theclosetlover.com with your 6-digit receipt number.
*If you have made a purchase at our Bugis / Tampines / Raffles / Takashimaya outlet, you may proceed to any of the outlets for an exchange (subject to item availability).
DEFECTS/ WRONG ITEMS SENT
a. We apologize if a defective or wrong item was sent. For such cases, we will require them to be mailed back to us via registered mail or obtain a copy of Certificate of Posting (COP) at the post office. This will be made known in the email accordingly. Please do not send the item(s) back on your own accord.
b. Kindly email us at
sales@theclosetlover.com with a snapshot of the defect or incorrect piece for us to advise you further.
c. In such circumstances, if there is a replacement piece available, it will be sent out upon receiving the RA tracking number or snapshot of COP. However, if the item is no longer available, a gift certificate store credit with no expiry will be issued. Postage charges incurred will be refunded via together. There will strictly not be any cash refunds.
d. Do kindly seek our confirmation prior to returning your order.
MEASUREMENTS/ REPRESENTATION OF ITEMS
a. Measurements stated may vary 0.5"-0.75" as items are mass produced. In such cases, it will not be considered a defect and no exchanges will be carried out.
b. For printed items, please note placement of prints will differ for every piece due to cut of fabric.
c. Colors shown may have slight variance on different screens as different tech devices have different specifications. As such, colors may be portrayed with slight differences. This applies especially for brighter hues. Requests for exchange/ return due to such reason will be rejected.
d. For light colored items, there may be slight small black dots which are not obvious. As this does not change the overall appearance of the item, it will not be considered a defect.
e. Items with slight imperfections (loose thread, slight dotted stains etc) which do not affect the overall appearance of the item will not be considered a defect.
CONTESTS
a. All contests organized are open to Singapore customers only, unless otherwise stated.
The Closet Lover reserves the right to amend the terms from time to time without prior notice. If you have any clarifications, kindly email us at enquiries@theclosetlover.com
