Returns & Exchanges
What is THAWB's policy for returns and exchanges?
For Online Purchases we accept returns and exchanges of the following categories ONLY : Clothings.
1. EXCLUSIONS: The following categories are NOT returnable/exchangeable: Sale items, accessories, lifestyle and gifts. Sale of these product categories are final and CANNOT be returned, exchanged or refunded.
2. RETURNS & EXCHANGES can be done by clicking on the RETURNS button (located at the footer of the THAWB website under the HELP CENTRE category)
3. ONLINE RETURNS: When an online return or exchange is done via the 360postco system, customers will incur delivery costs if they wish to return via a courier service. However, customers can also come to the store to make their returns and exchanges free of charge.
4. Items that you would like to return or exchange are required to meet these conditions if you wish to proceed with the exchange or return:
- All returned items must be in original, resalable condition (unworn, unwashed, unaltered and complete with original tags and/or packaging if applicable.
- Your return must reach us within 30 days from the date of delivery/collection with a valid Order Reference number (e.g #TWB202xxx)
5. Once the process of reimbursement is complete, the customer will receive STORE CREDITS equal to the purchase of the price of each item returned or to their credit card.
6. Cash refunds will only be allowed on a case to case basis, and can only be done in store for clothing with defects.
**THAWB reserves the right to REJECT any return(s) of item(s) given back to us that are not in their original condition.
How do I return or exchange my order?
Returns and exchanges can be done by clicking on the RETURNS button under the HELP CENTRE tab at the footer of the website on each page. The link will open up a new tab where you may easily start on your return/exchange process. If you are having difficulties with this, please do not hesistate to email us at email@example.com or visit our store at:
50 Joo Chiat Road Level 2
Can I return my order if I am not based in Singapore?
Unfortunately, not at ths moment in view of the cost that customer will incur for international courier services
Can I get a full cash refund for my online order?
1) Only Online Orders which have NOT been processed, i.e Not yet packed, scheduled and included for delivery can be eligible and considered for FULL refund. 2) NO Refund will be granted once order has been processed i.e. packed, scheduled & included for delivery. **For such cases, customer will be advised to opt for Item Return instead (see Return&Exchange Policy) - For retail store purchases, item sold CANNOT not be refunded. **For such cases, customer will be advised to opt for Item Return instead (see Return&Exchange Policy)"
Can I return items if they are bought using store credits?
No. To prevent abuse of Return Policy, purchases made using Store Credit obtained from Refund/Return cannot be returned/cancelled/refunded. Customer can however visit our THAWB retail store and request for a 1-time only 1 to 1 exchange for another product of the same value. Customer can top up the difference if they want to exchange to an item of a higher value.
**IMPORTANT** There will be no further refund or store credits provided if customer want to exchange to an item of lower value i.e customer shall be deemed to have agreed to forfeit the difference in such cases.
Orders & Deliveries
What are THAWB's delivery options?
Customers will receive free deliveries for orders over $79
For orders less than $79, there will be a delivery fee of $4.50
Customers may also choose to collect their order in-store without incurring any additional costs
When will I receive my order?
For Orders Received BEFORE 12pm on Working Day - Order will be processed and included in SAME DAY delivery schedule. Estimated delivery time = 2~3 working days.
For Orders Received AFTER 12pm on a Working Day - Order will be processed and included in NEXT DAY delivery schedule. Estimated delivery time = 2~3 working days.
Orders Received AFTER 12pm on FRIDAYS/ EVE of Public Holidays/Public Holidays - Order will be processed and included in the NEXT WORKING DAY delivery schedule (Moday for Weekend Orders OR the 1st Working Day after the PH) "
Can I recieve my order the next day if I placed an order today?
Customers will only recieve their orders ont he same day if they are placed on the same day beore 12pm on a working day.
Currently THAWB does not offer any last mile delivery, however customers may collect their orders themselves at the store.
Tuesday - Sunday From 10AM to 6PM, Closed on Mondays
Do you deliver on weekends or public holidays?
No. Our courier partner, ARAMEX, does not pickup or deliver parcels on weekends and public holidays.
Are there any addresses that THAWB does not deliver to?
THAWB does not deliver to Jurong Islands, Military, Restricted or Similar High Security Zones and PO Boxes
What happens if I miss a delivery?
The delivery service will call you. However, please ensure that delivery details are ACCURATE when placing orders online
Does THAWB do international deliveries?
YES. During the checkout you will be provided with options to deliver to your country with rates provided.
Can I collect my order(s) myself?
Yes. Self-collection is available. Please contact us via WHATSAPP or CALL US @ +65 96528615 before heading to Store to ensure that items ordered are ready before your arrival.
50 Joo Chiat Road Level 2
Tuesday - Sunday 10AM to 6PM, Closed on Mondays
I received wrong/defective items in my order, what should I do?
Allow us to fix this - Contact us @ +65 96528615 (CALL/WHATSAPP/SMS) / Instagram / Email (firstname.lastname@example.org) or click on the RETURNS button (under the HELP CENTRE tab at the footer) within 14 days you received the order and provide us with the Your Order Reference (e.g. #TWB202xxx) and contact details. Our team will get back to you as soon as possible on the next steps to take. For incorrect/defective item/s received, you'll be sent a return postage label to return your order. Please make sure your items are unworn, unwashed, unaltered, and still have their tags on i.e IN ORIGINAL CONDITION. We recommend returning the defective/wrong items ONLY via modes as advised by THAWB, Any lost of items incurred by sending items via other means will not be compensated.
Can I cancel or amend my order after confirmation?
Please Contact us @ +65 96528615 (CALL/WHATSAPP/SMS) / Instagram / Email (email@example.com) WITHIN 2hours of order you received the order and provide us with the following:
1) Your Order Reference (e.g. #TWB202xxx) Our team will get back to you as soon as possible on the next steps to take.We always want to make sure your order is delivered to you as quickly as possible, so ALL orders are sent for processing as soon as we receive them accroding to delivery scheduling cutoff.
***IMPORTANT - No amendment request(s) will be entertained if order is already picked and on route for delivery."