Dear Lyla offers fuss-free return/exchange for any reasons. You may make a return/exchange request for your purchase within 14 days from the date of receipt of your items.
Kindly email to wecare@dearlyla.com for any returns/exchanges request. All DMs pertaining to returns/exchanges will also be directed to email so we can track your requests more efficiently. We will get back to you within 1-2 working days.
Exchange/return items must meet the following conditions to be eligible for returns and exchange:
- Items are in their original condition, unworn, unwashed, unaltered and with their tags intact.
- Items are in their original ziplock packaging.
If you return an item that does not meet our exchange/return conditions, we reserve the right to reject the return and any request for a store credit refund.
You will also be responsible for the mailing fees if you wish to receive back the item that we had rejected.
| Items Purchased | Eligibility |
| For regular priced items purchased without any discounts OR items purchased with membership discount / subscriber discount / referral discount / gift card |
You may choose to return for store credit / exchange for any other item |
|
For regular priced items purchased with any discounts OR items purchased with store credits |
You may choose to exchange for a different design / different size of the same item (subject to item’s availability). |
| For items in "Sale" category |
You can only exchange for a different size of the same item (subject to item’s availability). |
Returns
- For returns, reimbursement will be in the form of store credits which expire after 365 days from the date of receipt. There is strictly no cash refunds.
- Do note that if your order’s shipping was free, if you return all items from the order, we will deduct SGD3.50 from the total store credits that you will receive. This is to cover the initial free standard courier shipping which we had provided you. For international orders, courier fee is partially subsidised by Dear Lyla. Hence, if you return the entire order, the subsidised amount will be deducted from your store credits. Do check with us on the subsidised amount for your order.
- Sale items and items purchased with discount codes (excluding membership discount, subscriber discount, referral discount) are strictly non-returnable for store credits (unless the item is defective - please see section on what is considered as a defect).
- Store credits will be reimbursed to you within 7 days from the day we receive your return items in their original condition. If you do not receive your store credits within 7 days, kindly drop us an email at wecare@dearlyla.com and we will assist you as soon as possible.
Exchanges
- If the replacement item of choice is of a lower value, the remaining value will be reimbursed as store credits.
- If the exchange item is of a higher value, you will have to pay for the difference. We will send you an email with the payment instructions when we receive the item.
- If your desired size or colour is no longer available on the day we receive your return parcel or 12 hours prior to meet-up appointment, we will inform you and reimburse you with store credits (if eligible) or you may exchange for any other item (if eligible).
- Exchange is allowed for sale items or items purchased with discount code unless stated otherwise in the sales/promo code terms and conditions.
- Exchanges can only be done once for each item and the exchange will be final after it has been processed.
Purchase of intimates, swimwear, accessories, bags, gift cards are final and cannot be returned or exchanged.
When your request is approved via email, you may opt for either returning the items via mailing or meet-up appointment.
For returns/exchange via mailing:
For return/exchange via mailing, you will have to mail out the item(s) within 7 days from receiving our return/exchange request approval.
*Requests for returns and exchanges thereafter will not be entertained.
- Pack the item in its original packaging. You may reuse our Dear Lyla polymailer which is resealable for your convenience.
- Send your parcel to the address provided in our email using a delivery method which is preferably trackable.
- Drop us an email with the parcel tracking number to keep us informed of your return parcel.
*Do note that you are responsible for the item until it reaches us and kindly retain all proof of mailing until an acknowledgement has been sent from us that we have received your return parcel.
For returns/exchange via meet-up appointment:
For return/exchange via meet-up appointment, you will have to schedule a date that is within 7 days from receiving our return/exchange request approval for the meet-up (subjected to Dear Lyla's availability).
*Requests for returns and exchanges thereafter will not be entertained.
- Kindly make an appointment with us via email for the return/exchange.
Our preferred location (trying of clothing is allowed at this location) is:
- LTC Building D, #06-02 (1 min walk from MacPherson MRT)
- Office hours: Weekdays 10.30am to 6.30pm (excluding PH)
*NOTE：If your desired size or colour is no longer available on the day we receive your return parcel or 12 hours prior to meet-up appointment, we will inform you and reimburse you with store credits (if eligible) or you may exchange for any other item (if eligible).
We sincerely apologise if you have received a defect item in your order.
If you believe you have received a defective item, please inform us within 14 days of receiving the item by emailing us at wecare@dearlyla.com with your order number and a photograph of the defect. We will get back to you as soon as possible to resolve the issue.
If the reason for return/exchange is verified as incorrect item or defective item, Dear Lyla will bear the cost of all shipments.
If there are still stocks available for the defect item that you had received, Dear Lyla will arrange for a one-to-one exchange. In the event if the defect item is out of stock, cash refund will be issued.
*Please ensure you have received our acknowledgement via email prior to returning defective or incorrect items.
Exchange/return for defect items must also meet the following conditions to be eligible for returns and exchange:
- Items are in their original condition, unworn, unwashed, unaltered and with their tags intact.
- Items are in their original ziplock packaging.
A defective merchandise is defined as an item that has manufacturer defects at the point of receipt that affects the outer appearance of the clothing and is obvious when worn (before washing). Some examples are holes on the outer fabric, pills, missing buttons or spoilt zippers which are unable to be zipped or unzipped.
Some examples of other minor imperfections that are unlikely to affect the overall appearance of the clothing and hence not considered as defects are:
- Minor variations in measurement - within 0.5 inches (measured when item is laid flat and untouched), is not considered a defect as our items are all mass manufactured by hand.
- Slight colour deviations are also not considered defect as colours may appear different under different monitor resolutions and studio/outdoor lighting.
- Placement of prints for printed items as it will differ for every piece due to cut of fabric.
- Minor stains or technical markings that can be easily washed off.
- Small stains on light coloured items that are not obvious.
- Loose threads, loose buttons, dropped buttons which can be easily resewn.
- Minor threading, minor stains and tiny holes on inner lining/areas that are not visible when worn.
Due to the nature of some fabrics such as linen, satin or fabrics with textures, there may be some streaks/slight stains/specks of fabric on the items. However, this is not considered a defect.
Treatment of clothing with the use of bleach, strong detergents, high heat (e.g. dryer or iron) or soaking may result in unintended damage to your clothing items. Dear Lyla will not be able to offer a replacement or refund once your items have been washed.
*Sale items may have slight defects like small scratches or small stains that are not obvious and negligible when worn. They are strictly not returnable and can only be exchanged to a different size of the same item.
All other reasons for a request for return or exchange will be considered on a case by case basis.
Dear Lyla reserves the right of final decision in the event of any dispute.