Welcome to the Dressesplanad Return and Refund Policy. Dressesplanad operates as a specialized online dress retailer committed to delivering exceptional fashion directly to customers within the Republic of Singapore. We recognize that purchasing clothing online requires trust, and we want you to feel fully confident when placing an order with us. This policy establishes a clear, predictable, and fair framework for managing delivery complications, addressing product discrepancies, organizing doorstep collections, executing exchanges, and processing passed refunds.
This policy should always be read in conjunction with our comprehensive Terms and Conditions, our Shipping Policy, and our Privacy Policy. By placing an order through our website or engaging with our support team at fashion@dressesplanad.com, you acknowledge and agree to the procedures outlined herein. Our dedicated store return window remains active for precisely thirty (30) calendar days starting from the exact date your dress is successfully delivered to your doorstep. Furthermore, please note that this store policy operates alongside, and does not supersede, any mandatory statutory consumer rights you hold under Singapore legislation, including protections granted by the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979.
To maintain fairness and efficiency across our operations, we have established specific, transparent criteria regarding which items qualify for our 30-day store return process. We willingly accept returns, arrange free collections, and provide replacements or refunds under three distinct operational scenarios:
It is equally important to understand what our store return window does not cover. We cannot accept returns, provide exchanges, or issue refunds under this store policy if you simply experience a change of mind after receiving the dress, or if you intentionally or accidentally selected an incorrect size during checkout while receiving the exact size you ordered.
Additionally, to qualify for an eligible return, the dress must remain in its original packaging and original, pristine condition, excluding the reported defect and any reasonable handling required to inspect the item. We kindly request that you do not wear, wash, alter, perfume, or otherwise damage the garment. We apply these packaging and condition standards reasonably; minor compromises to outer packaging alone will not extinguish your statutory rights under Singapore consumer law.
If you encounter an eligible problem with your order, starting the resolution process is simple and direct. You must contact us via email at fashion@dressesplanad.com within thirty (30) days following the date of delivery. When you reach out to our support team, please ensure you include your unique order number, the exact product name, the recorded delivery date, and a concise explanation of the issue you have experienced.
To help us accelerate our internal assessment, we recommend attaching clear photographs of the item, highlighting the specific defect, showing the size label, and displaying the packaging. However, if you are unable to take or supply photographs, please let us know so we can assist you through alternative means. Please retain all original purchase confirmations, order correspondence, and shipping documentation until your exchange or refund is fully finalized. Upon receiving your initial message, our support team will review your details, respond with clear collection instructions, and guide you through the next phases of resolution.
One of the core commitments of Dressesplanad is ensuring that fixing a mistake never costs our customers extra funds or effort. For every eligible return request accepted through our support channel, we arrange a complete doorstep collection directly from your residential or business address anywhere within Singapore.
We charge absolutely zero collection fees and zero restocking fees. When our customer service team contacts you to coordinate the pickup, we will agree upon a convenient date and time window. We ask that you make the item available at the agreed address, securely packed to prevent any further accidental damage during return transit. Under no circumstances will you be required to pay delivery charges or courier fees to return an eligible defective or incorrect item. Furthermore, the fact that your original order benefited from free shipping does not reduce, discount, or negatively impact the value of any refund owed to you for a returned dress.
Once the collected item successfully arrives back at our warehouse facility, our quality control team initiates a formal inspection process. We aim to complete this thorough evaluation within twenty-four (24) hours of receipt. During this phase, we physically compare the returned item against your original order specifications and independently review the reported problem.
Depending on the outcome of our inspection, one of two primary resolutions will occur:
If for any reason an inspection results in a decision to decline a store return (for example, if an item shows evidence of being worn, washed, or altered, or falls outside the 30-day window without statutory exception), we will provide a comprehensive explanation of our assessment and clearly inform you of how you can raise a further inquiry or discuss the decision.
Because Dressesplanad operates strictly on a Cash on Delivery (COD) payment model, original purchase payments are never collected online via credit or debit cards. Consequently, cash transactions cannot be refunded directly through card networks.
For any passed refund resulting from an out-of-stock replacement or a valid statutory claim, we execute the payout securely via a direct bank transfer. Once an inspection is finalized and accepted, we initiate the bank transfer process within twenty-four (24) hours. Depending on the operational efficiency and processing speed of your specific banking institution, the receiving bank may take up to seven (7) business days for the funds to successfully appear in your personal bank account.
To facilitate this, we will provide secure, reasonable instructions for supplying your necessary bank account details. Please share your bank details only through the dedicated, secure process we provide for your refund. We use these details exclusively for executing the refund transfer and maintaining legal accounting records; we never use them to collect online purchase payments. If the stated seven-day banking period passes without your funds appearing, please contact us immediately at fashion@dressesplanad.com so our team can manually investigate and track the transfer status.
A critical operational aspect of our delivery framework involves what happens if a parcel cannot be handed over. If no one is available to receive the delivery at your address, or if the full cash amount is unavailable when the courier arrives, our delivery protocol dictates that our courier will coordinate and execute a second delivery attempt at absolutely no additional cost to you.
However, if that second delivery attempt also fails due to ongoing customer-controlled circumstance such as an absent recipient, unavailable cash, or an improper/incomplete delivery address, the order will be automatically and permanently canceled. Because no cash was collected during these failed delivery attempts, there is no payment available to refund. Repeated delivery failures driven by customer-side issues may be logged and taken into consideration when evaluating and reviewing later orders placed from the same customer account, as outlined further in our Terms and Conditions. (Link with Terms and Conditions)
Please note that you maintain the right to voluntarily cancel an order, but such voluntary cancellations can only be successfully completed while the parcel remains safely inside our warehouse before it is physically handed over to the courier. Once handover has occurred, voluntary cancellation is no longer possible, though your standard post-delivery rights remain fully active.
While our 30-day store return policy provides a structured, efficient mechanism for handling immediate post-delivery issues, it is designed to complement rather than replace your broader legal rights. Under Singapore law, consumers are protected by powerful legislative frameworks that extend beyond our standard store window.
Specifically, the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979 provide robust legal resolutions for nonconforming, defective, or undelivered goods. Depending on the unique circumstances of a legal claim, statutory solutions can include repair, replacement, price reduction, or complete rescission of the sale contract. Furthermore, the Unfair Contract Terms Act 1977 strictly restricts commercial attempts to exclude certain liabilities.
We pledge to evaluate all formal legal claims on their individual merits, including valid claims raised after our 30-day store window has closed. Nothing within this policy or our accompanying documents limits or restricts rights that cannot lawfully be excluded under Singapore law. In the event of any consumer dispute, we strongly encourage you to email us first at fashion@dressesplanad.com so we can work together toward a fair resolution. This policy is governed in all respects by the laws of Singapore.