ONLINE Returns & Exchanges

All exchange/return requests are subjected to approval and must be processed via the original platform.

In-store purchases must be exchanged/returned in store while Online orders must be exchanged/returned via our online support team. 

All requests are processed at the discretion of Ksisters and Ksisters reserves the right to reject requests that do not meet our criteria. 

ONLINE RETURN & EXCHANGE CRITERIA

• All exchange/return request has to be submitted within 7 calendar days from the time you receive your item (according to tracking information). Any exchange or return requested after the timeframe will not be accepted.

• Only a one-time return/exchange of product/size/colour is allowed.

• Please submit your return/exchange request to our Customer Experience team help@ksisters.sg and our team will review the request and advise the process from there. 

• Upon our approval for your return, the returned package must reach us within 5 working days (Singapore orders) or 10 working days (International orders) thereafter. Any return received after the stipulated time will not be processed.

• Processing time for exchanges/returns takes up to 5-7 business working days (excluding weekends and PH/Eves of PH) from the day the item has been received.

• Returns will only be in the form of store credits with validity of 3 months, for 1-time usage.

• We are unable to accept items that are not in the original sale condition and we reserve the right to refuse an exchange/return should a returned item not meet these requirements or if the product has been damaged during the return process/by the recipient due to lack of care.

• Stocks are subjected to availability during the time of your request.

• Please read through our return and exchange policy above and reach out to us at help@ksisters.sg with your order number and your reason of return/exchange.

All returns must be in original condition.

• Item must be unopened and unused. Seal on product packaging must be intact with no signs of tempering. 

• Fashion items must be unworn, unscented, unwashed, unaltered, with tags intact. 

The following are not eligible for returns/exchanges:

• Change of mind
• All BNR17 Probiotics
• Liquid lip products
• Item which is damaged by the recipient due to lack of care
• All open and/or used products
• Accessories due to hygiene factor and the followings are not acceptable as well
  • bubbles, fine scratches, gemstone texture, colour, tone, &/or size
  • Pearl accessory: there may be small holes seen occasionally in these pearls, these are normal sighting found in fresh water pearls (known as breathing holes & it is a natural characteristic) & not consider as defective.
  • Allergies due to material as the materials have been stated clearly in our product pages
• Items which have been stated as non-exchangeable or non-returnable (all BNR17 probiotics, shoes, bags, accessories, sample fashion piece, sale items, special product mark downs)
• Orders placed using store credits/any promotional codes in which the terms have been stated that exchanges and returns are not allowed, are strictly not valid for exchanges or returns.
• Fashion item that has been worn without labels intact or has been washed.
• The followings are not considered as defective items

1. placement of prints due to manufacturing processes
2. measurements that vary 0.5 - 0.75 inches due to manufacturing processes
3. slight colour differences due to strong studio/outdoor lighting and inevitable discrepancies arising from individual computer resolutions
4. minor defects such as loose threads
5. small scratches or slight stains on the inner lining
6. slight asymmetry
7. slight misalignment of seams or inner lining
8. dropping of buttons which can be sewn on easily
9. or any reason similar in effect

Do I have to pay for return shipping?

Yes, the cost of the return will be borne by the returnee. We recommend using a reliable shipping service that will provide a tracking number. If return items are lost during its shipment back to us, we cannot issue a refund. Also, underpaid returns may not be delivered to us and therefore will not be processed.

What should I do if I did not receive the item that I ordered?

Sincerely sorry to hear this! Please contact us immediately or within 7 calendar days upon receiving your order(according to official tracking information) with a clear image/video of the items received, the exterior packaging and relevant order number at help@ksisters.sg so we can help you get your correct products ASAP!

What should I do if I receive a defective item?

Ksisters sincerely apologise if you have received a defective item. We strive to ensure that all items sold on our website and official pop-ups are all of the highest quality i.e. all necessary quality checks will be done and we will carefully pack your order before sending it.

In the unlikely event that you have received a defective item, please contact us at help@ksisters.sg with a clear image/video of the area-of-concern and relevant order number. Please kindly note that we are only able to process all requests within 7 calendar days upon receiving your order (according to tracking information or the date you purchased at the official pop-ups). All issues are handled on a case by case basis.

Am I able to return or exchange for an in-store purchase online?
All in-store purchases will need to be returned or exchanged in-store.

Am I able to return or exchange for an online purchase in-store?

All online purchases will need to be returned or exchanged via return shipping to our warehouse.

Thank you for your support and seek your understanding on the above.

(Kindly note: Replies after working hours and during weekend & public holidays will be slower. Rest assured we will get back to you soon!)