1. What is ESYE's online returns policy?
There may be times when you wish to return an item that you have purchased online from us. Our returns policy is designed to assist you with your return. If you wish to return any item(s) you have purchased online, please mail the item back to our Singapore office address. Original postage costs will not be reimbursed, nor will return postage cost, unless the item(s) are faulty or not as ordered. In this instance, postage will be incurred by ESYE.
Sale items cannot be returned for change of mind, except where the item is faulty, defective or not as ordered.
We regret that we are unable to accept the exchange or return for all accessories including bags, bracelets, earrings and necklaces, except where the item is faulty, defective or not as ordered.
2. What are the conditions for returns/exchange?
At ESYE, we want to ensure you love the items you purchase. If you have changed your mind on a purchase, we will allow you to return or exchange your item (except for sale items and accessories) provided that:
- You return the item within 14 days from the date of delivery
- The item is in original condition with all original tags and sewn labels still attached
- The item is in an unworn, unopened and unused state
- A returns form (which we will email you) is completed and accompanies your returning item(s)
If you are unable to comply with these requirements, ESYE reserves the right to refuse an exchange on change of mind items.
3. How do I return/exchange an order?
First, please send an email to email@example.com within 14 days from the date of delivery to notify us of your intention to exchange your item.
Next, do ensure that your order is eligible for returns (refer to point 2) before mailing the item back to our office address at 7 Temasek Boulevard, #12-07, Singapore 038987. On the parcel, please state clearly our company name, Stellar Moda Pte Ltd.
Please take note that it is important that you use a reliable courier with a tracking number (which we will need you to send to us) to safeguard your item as we will not be responsible for any lost mail sent through non-traceable mailing options.
4. How will my return be reimbursed?
As we do not issue refunds, we will allow for you to exchange the item you are returning, or a store credit equivalent to the purchase which you can use to offset your next purchase.
Please note that should you intend to exchange your return for another item,
- Exchange to a lower value item - no refunds or reimbursements will be made
- Exchange to a higher value item - a top up is required
5. Can I return/exchange a sales item?
Sale items cannot be returned or exchanged for change of mind, except where the item is faulty, defective or not as ordered.
6. Can I return/exchange an item purchased online at the store?
No. All items purchased online has to be mailed back to our Singapore office. Please refer to point 3 on how to return or exchange your item.
7. Can I return/exchange an item that I received as a gift?
Yes you may return or exchange an item that you have received as a gift provided it is eligible for a return or an exchange. Please refer to point 2 to understand the conditions of any returns or exchange.
In addition, we will also need you to email us a proof of payment for the item before you mail the item back to us.
8. How do I know if you've received my return/exchange?
You can follow your item's journey back to our office using the tracking number you have provided us.
9. When will I receive my exchange?
As we are committed to exchanging your items as quickly as possible, your exchange request will be processed within 7 days upon receiving your item. We will send you an email once this process is complete.