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Exchange & Returns

We currently only accept exchanges and returns within Indonesia and Singapore only.

 

Exchange Policy

We at SMOOCH THE LABEL hope you love your new purchase. Please let us know if you are unhappy, and we will happily exchange or credit your purchase.

However, you may be assured your items will be checked thoroughly before mailing them out to you. Should there be any discrepancy, we are sorry for any inconvenience this may cause you.

Kindly contact us at hello@smoochthelabel.com and we will try our best to negotiate an amicable solution/alternative on a case-by-case basis.

All exchanges must be authorized by smoochthelabel.com. Exchanges can only be made if you receive a defective item.

Return and delivery on request postage costs will be at your expense, unless the item/s received are faulty or not as ordered. If you believe your item is faulty, please contact our  Customer Care at hello@smoochthelabel.com prior to sending it back.

We cannot accept liability for an item until it is returned and has been confirmed as faulty. 


Faulty Merchandise
Goods are classified as faulty if they are received damaged or a manufacturing fault has occurred.

Please note that items damaged as a result of normal wear and tear are not considered faulty. Loose threads are also not considered damaged.


If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Under all other circumstances, a one-for-one exchange will be provided.


We will send a replacement item at our cost after a thorough quality check. All faulty items must be returned in its original packaging with all garment tags and labels intact, unused and unwashed.


Kindly contact : hello@smoochthelabel.com with a snapshot of the item and defected portion for us so that we may follow up.


If the item is in stock, we will mail the replacement item to return the defective item back to us with no charge incurred from your side.



Returns Policy

All returns must be authorized by smoochthelabel.com. Returns can only be made in the event there are no suitable items for exchange upon meeting exchange conditions.

All postage costs of Return items will be borne by the customer. We will also issue a store credit once we receive the item back.

Kindly contact : hello@smoochthelabel.com and we will try our best to negotiate an amicable solution/alternative on a case-by-case basis.



Credit Note /Store Credit
Credit Notes are not redeemable for cash and are non refundable and valid for 6 months only from date of issuance.

SMOOCHTHELABEL.COM does not accept cancellations or offer refunds under any circumstances in whole or part thereof once payment of the original purchase has been made and the Credit Note is issued.



Items Eligible for Exchanges and Returns.

  • All items must be return/ exchange within 21 working days upon receipt of items bought from WWW.SMOOCHTHELABEL.COM
  • Merchandise must be in new, unworn, unwashed, undamage and unaltered condition.
  • All hang tags and clothing labels must be attached and untampered with.
  • Sale items are non-exchangeable/ returnable.
  • In the interests of hygiene, we do not offer refunds on pierced jewellery, or underwear or swimwear if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose.
  • Original shipping fees and any customs duties, taxes and VAT are non-refundable.
  • Please package your return items in a safe and secure manner, and preferably with insurance. We cannot offer refunds for items that get lost or damaged in the mail.


False Claims
Should we find the returned item not defective as aforementioned, item will be sent back and all postage costs will be borne by the customer. Specifically, postage to have the item sent back to us will not be refunded and customer will be required to top up to have the item returned. The postage costs of envelopes will not be refunded.


You may choose to re-use the envelope the item was originally packed in if you are uncomfortable with using your own. Postage will be sent out via normal mail. Should you wish to opt otherwise, please inform us.


Customers shall bear full responsibility in making sure items are packed securely and sealed properly when returning to us. We will not be responsible for lost mails in connection to such returns or exchange.

 

Disclaimer
SMOOCHTHELABEL reserves the right to reject any returns and exchanges that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and anr exchange will not be granted. For any questions or concerns regarding the return and exchange process, email us at hello@smoochthelabel.com



Exchanges / Returns Process


  • Send us an email at hello@smoochthelabel.com within 21 DAYS of receiving your order,
  • Mail the package via a TRACKABLE MODE OF DELIVERY in original condition with hangtags intact within 21 working days to:


SINGAPORE INDONESIA
Smooch/ Exchange Smooch/ Exchange

 ITC Mangga Dua , Lantai 6. Jl. Mangga Dua Raya, Mangga Dua Utara, Jakarta Utara, Daerah Khusus Ibukota Jakarta

ITC Mangga Dua , Lantai 6. Jl. Mangga Dua Raya, Mangga Dua Utara, Jakarta Utara, Daerah Khusus Ibukota Jakarta
14430
14430


with your name, order # , email and return address behind the envelope.



You will be notified by email once your return has been received and successfully processed. We will not be responsible for any lost mail during this return process so we highly recommend using a trackable mode of postage.

 

Thank you!