At Vesperaloom, we aim to provide a straightforward and reliable shopping experience for our community in Singapore. We understand that occasionally, an item may arrive in a condition that does not meet the standards of our brand.
This document outlines the specific steps and criteria for returns, inspections, and the processing of refunds to ensure full transparency.
Our 30-Day Window
We provide a 30-day return period for all orders placed through our website. This window begins on the calendar day your package is delivered to your specified address.
We encourage you to open and examine your purchase immediately upon receipt to ensure it matches your expectations and is free from any physical discrepancies.
Eligibility for Returns
To maintain a fair and efficient system for all users, we limit returns to specific circumstances. We accept return requests exclusively for items that are damaged upon arrival or if the product delivered is incorrect (such as the wrong size or style compared to your order confirmation), or if the item is not the right fit.
Please note that Vesperaloom does not facilitate returns, exchanges, or refunds for situations involving a change of mind. Because we operate with a focused inventory, we ask that you remain certain of your selection before finalizing your purchase. We do not apply any restocking fees for eligible returns, as we believe in a fair resolution for any errors on our part.
Initiating a Return
If you identify a problem with your order, please notify our team by sending an email to contact@vesperaloom.com. In your message, kindly include your order number and a brief description of the issue.
Once we acknowledge your request, we will coordinate a courier to visit your location and pick up the item. There are no pickup charges for this service; Vesperaloom covers all logistics costs associated with returning a damaged or incorrect product.
Inspection and Resolution
Once the returned item reaches our facility, our specialized team conducts a thorough inspection. This process is completed within 24 hours of the item’s arrival. The goal of this review is to confirm the reported damage or the mismatch in the product details.
Following the inspection, we will take one of the following actions:
- Replacement: If the item is currently in stock, we will immediately arrange to send a replacement to your address at no additional cost.
- Refund: If the specific item or size is no longer available or the damage cannot be resolved, we will initiate a full refund of the amount paid.
Refund Method and Timeline
Because Vesperaloom operates on a Cash on Delivery (COD) basis, we do not have access to your banking information or credit card details at the time of purchase. To process a refund, our team will reach out to you via email to request your bank account details.
Upon receiving your information, we will perform a bank transfer for the full value of the original purchase. After we initiate this transfer, it typically takes up to 7 business days for the funds to be reflected in your account. This timeline depends on the processing speeds of your individual banking provider.
Data Privacy and Security
In alignment with the Personal Data Protection Act (PDPA) of Singapore, any banking details you provide for the purpose of a refund are handled with strict confidentiality.
We use this information solely to complete the transaction and do not store it for future marketing or unauthorized purposes.
Contact Our Team
Our support staff is available to guide you through the return process from 9:00 AM to 6:00 PM SGT, Monday to Friday. We are committed to resolving your concerns with professionalism and efficiency.
Company: Vesperaloom
Email: contact@vesperaloom.com
Working Hours: 9AM – 6PM, SGT (Monday to Friday)