Returns and Exchanges

General

All sales are final, with specific exceptions. Our returns and exchanges policy is applicable for the following cases only:

1. Wrong product received
2. Defect product received  

In the above cases, the product must be purchased from us directly. We will not accede to any returns and exchanges requests from customers who have bought our products from third-party resellers. 

The following reasons are strictly not applicable for returns and exchanges: 

• Product does not fit you well (Our measurements are listed clearly on our website.)
• Product does not suit you (e.g., colour does not complement your skin tone)
• Sheerness of fabric (We have made a disclaimer for products that may be see-through.)
• Product that has been defected after wearing/washing/ironing/mishandling in any way
• Perceived quality of product does not meet your expectations (e.g., material too thin/thick in your opinion)
• Slight discrepancy in representations of colours
• Slight discrepancy in measurements (within our acceptable range of +/- 0.5" - 1.0")
• Wrong size/colour ordered
• Change of mind

All returns will be provided in the form of store credits. We do not offer cash refunds under any circumstances. Store credits can be used to offset future purchases on our website. Store Credits are valid for 3 months from date of issue, and do not cover delivery cost.

Wrong product/defect product

We apologise for negligence on our part when dispatching your order. 

For a wrong product, we will do an exchange for the correct product as per ordered initially. For a defect product, we will do an exchange for the same product as per ordered initially. No re-selection of a different product, or the same product in a different size/colour is allowed. If the product is out of stock, you may wait for backorders, or choose a refund in the form of store credits.

What is considered a defect product? 

A defect product will be considered for returns or exchanges only if there are evident manufacturing faults at the point of receipt, such as large stains, large holes, missing buttons, faulty zippers, or any other problems that will affect its overall function.

Treatment of our product with bleach, strong detergents, high temperatures (e.g., dryer) may cause unintended damage. We will not be able to offer returns or exchanges once our products have been worn/washed/ironed/mishandled in any way.

The following list has examples of, but not limited to, minor imperfections that do not reduce the overall function of the product. Products that fall under this list will not be considered as a defect product, and will not be eligible for returns or exchanges:

• Slight discrepancy in representation of colours
• Slight discrepancy in measurements (within our acceptable range of +/- 0.5" - 1.0")
• Slight stains that are not obvious (less than 0.5cm)
• Slight furrings due to the nature of certain fabric
• Tiny holes from missed stitch
• Dust, or technical markings that can be washed off easily
• Loose threads, loose buttons and any other reason similar in effect which can be rectified easily
• Variations in placement of prints
• Bleeding of fabric dye (wash light-coloured garment and dark-coloured garment separately)
• Sheerness of fabric (products that may be see-through have been stated explicitly)
• Creases on our Stickies (Fabric)

We reserve the right of final decision in the event of any dispute.

Should you receive a wrong product or defect product, kindly contact us (hello@dearjoi.com) within 3 working days from receiving it. In your email, please attach relevant evidence where applicable. All cases will be closed if we do not hear from you within this stipulated timeframe.

We will review your case, and revert within 1 to 3 working days. If your request is approved, we will notify you of our address to return the product, to be mailed within 7 working days. 

We take full responsibility if the wrong product or defect product is dispatched due to negligence on our part. As such, we will absorb the delivery cost of standard mailing for you to return the product, and for us to send the replacement product. 

Once we receive a video proof of delivery, we will proceed to dispatch the replacement product. If the product is out of stock, you may wait for backorders, or choose a refund in the form of store credits.

To note:

• All returns or exchanges for wrong product or defect product must be in its original condition (unscented, unworn, unwashed, and unaltered), and placed in its transparent packaging.
• All returns or exchanges must not be sent on your own accord, but must be approved by us. 

 

We reserve the right to amend these terms and conditions at any time without prior notice. Should there be any changes, the revised terms and conditions shall be updated on this page immediately.

Last updated: July 2021