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.
Return/exchange via mailing/appointment has to be completed within 21 days from when you receive your order. Requests for returns and exchanges thereafter will not be entertained.
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 with membership discount / birthday month discount / subscriber discount / 10OFF discount / new arrivals 10% off / referral discount / gift card |
You may choose to return for store credits / exchange for a different size / item (*subjected to item’s availability - there will be no reservations of exchange items). |
|
For regular-priced items purchased with reward point discount / flash sale discount on TikTok shop (Dear Lyla / creator account) / store credits / $5 OOTD discount / other discount codes |
You may exchange for a different size / item (*subjected to item’s availability - there will be no reservations of exchange items). Strictly no return for store credit. |
| For items in "Sale" category |
Strictly no exchange or return. |
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.
- For orders placed on dearlyla.com, 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 Shopee and TikTok orders, if you return all items from the order, we will deduct SGD1.50 from the total store credits that you will receive to cover the subsidised shipping fee absorbed by us.
- For international orders, courier fee is partially subsidised by Dear Lyla. Hence, if you return all items from the order, the subsidised amount will be deducted from your store credits. Do check with us on the subsidised amount for your order.
- Sale items (Items under "Sale" category) and items purchased with discount codes (reward point discount / flash sale discount on TikTok shop (Dear Lyla / creator account) / store credits / $5 OOTD discount / other discount codes) 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.
- Exchange is subjected to item’s availability, kindly note that there will be no reservations of exchange items.
- If your desired size or colour is no longer available on the day we receive your return parcel or during meet-up appointment, we will inform you and reimburse you with store credits (if eligible) or you may exchange for any other item.
- Exchange is allowed for all items excluding items under "Sale" section 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 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:
- Pack the item in its original packaging. You are able to reuse our Dear Lyla polymailer for mailing if it is still in good condition as it comes with double seal.
- 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:
Kindly book your appointment for return/exchange via the link: LYLAS Showroom Booking.
Our preferred location (trying of clothing is allowed at this location) is:
- LTC Building C, 14 Arumugam Road, #08-06, Singapore 409959 (2 mins. walk from MacPherson MRT Exit B)
- Office hours: Weekdays 11am - 7pm (excluding PH)
*NOTE: If your desired exchange item is no longer available on the day we receive your return parcel or during meet-up appointment, we will inform you and reimburse you with store credits (if eligible) or you may exchange for any other item.
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 or exchangeable.
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.