We kindly request you to go through our RETURN & EXCHANGE POLICY thoroughly for a hassle free shopping experience. Making a purchase signifies that you have accepted, understood, and agreed to adhere to the following terms and conditions.
All items purchased on sale are non returnable, non refundable & non exchangeable.
All items purchased using a coupon code are non returnable, non refundable & non exchangeable.
All items with hand embroidery are non returnable, non refundable & non exchangeable as they are ‘Made to Order’. The return and exchange policy for such product is clearly mentioned on the product page.
International orders are not eligible for returns/cancellations or exchanges. All orders placed outside of Singapore are considered as International orders. If a product is damaged, do send us an email with photo evidence without removing any packaging for our team to assist you.
Please note that both forward and reverse logistics costs associated with the return are non-refundable. Customer will be refunded the balance amount after deducting shipping fees.
Received a Damaged Product or a Wrong Product
If you have received a damaged product or a wrong product, please send us an email to firstname.lastname@example.org within 3 days of receiving the item so as to be able to process your exchange immediately. Please do include photos of the damage along with your order details so as to help us expediate your process.
We do not provide any refunds/returns on any products once sold. We do seek your understanding as we manufacture your orders upon receiving the order.
Received Product but Doesn't Fit
If the size of the product doesn’t fit you, we can exchange it for another size given that the product was not purchased on sale or using a coupon code. However, you will be required to bear the costs of delivery and return. Items must not be removed from original packing (I.e hangtags not cut etc) and there might be delays in receiving the items based on stocks. Feel free to contact support if you require assistance for choosing the fitting.
Please contact us on email@example.com within 3 days of receiving item to request for an exchange. Once we acknowledge your email, please courier the product back to us. We request you to keep the courier receipt with you safely as we won’t be responsible for any lost shipment. The cost of return shipping is at the customer’s expense and is non-refundable. There is also an additional fee that you will be required to pay for the new size being shipped out. Do ensure to keep all the packaging materials, labels, hangtag etc. intact and return to us. Upon receiving the items our team will process your request accordingly.
If you are unsatisfied with the product, we can issue you a credit note given that the product was not purchased on sale or using a coupon code. Please contact us on firstname.lastname@example.org within 3 days of receiving item to request for an exchange. Once we acknowledge your email, please courier the product back to us. We request you to keep the courier receipt with you safely as we won’t be responsible for any lost shipment.
Our Address Details will be provided upon approval for returns.
Exchange can be done within 3 days from the date of delivery received. All international orders are not eligible for returns and exchange.
Only products which are unused, unworn, unwashed, undamaged, with all its labels and tags completely intact are eligible for exchange.
Please include your name, address, contact number, email address and order number on the parcel along with the size needed.
You cannot exchange more than once.
Store credit will amount to the product value and not inclusive of shipping fees. There will be no expiry date for the store credit. The store credit will be emailed to you once we receive the product and it clears the quality check.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note that both forward and reverse logistics costs associated with the return are non-refundable. Customer will be refunded the balance amount after deducting logistics costs.
Reasoning Behind Our Policy & Commitment
At Anasua, we are a young budding label committed to reducing wastage and minimizing our carbon footprint. As such, we operate under stricter return and exchange policies. We produce our designs in small quantities to ensure quality and to reduce overproduction. We diligently adhere to a standardized in-house sizing protocol during the design process of our garments. This ensures that all our products are consistently true to the measurements provided in our sizing guide. By doing so, we aim to eliminate any concerns regarding fit and assure our valued customers that the garments they purchase will align perfectly with the measurements outlined in our charts.
Our proactive approach in eliminating size exchanges due to incorrect measurements and by customers having to verify their measurements before making a purchase, we can significantly minimize the logistical carbon footprint associated with unnecessary returns and exchanges together.
However, we understand that an excellent online shopping experience extends beyond the product itself. To support our customers, we have a dedicated team ready to assist you across multiple channels - Instagram, Facebook, WhatsApp, and Email. Before you place an order, our team is more than happy to answer any questions you may have about our products, sizing, or policies. This way, we can help ensure that you choose the right item the first time around, making your shopping experience with us seamless and enjoyable while also aligning with our sustainability goals. We appreciate your understanding and your role in helping us to make fashion more sustainable.