Love it or exchange it!
For a list of Frequently Asked Questions, please visit our FAQ page.
Getting you the right fit is important to us. Please see below on the full return and exchange policy.
CAN I RETURN/EXCHANGE MY ORDER?
You may return new, unworn shoes in their original packaging within 30 days from the date of delivery for a one-time exchange or a refund*. Shoes must be in their original condition and packaging with no signs of wear. We advise our customers to try on shoes on carpeted areas to prevent scuffing. If the shoes are returned with scuff marks, signs of wear, toe marks, scuffed soles, we will not be able to process the return / exchange.
* Purchase of sale item(s) & purchase made using Store Credits are final and cannot be returned, exchanged or refunded.
HOW DO I EXCHANGE MY ORDER?
Online purchases can be exchanged at our studio. You must have a valid order number for your online purchase. Do contact us here before heading down to ensure the shoe base/size you’re looking to exchange to is available in-stock. A processing fee* is chargeable: Re-delivery Fee (if any) + Sewn-to-order Fee (25% of Item(s) Price)
There will also be a processing time of 14-21 business days as each pair is sewn-to-order.
In the event the shoe base/size is out-of-stock, you’ll receive Store Credits into your Oooh Darling account.
* The processing fee is waived if the exchange is a result of our error (you received an incorrect or defective item, etc.).
HOW DO I RETURN MY ORDER?
We’ve a couple of options for you:
Drop it off at our studio (it’s free)!
- Pack your item(s) and a completed Returns Form* together in a parcel.
- Drop your parcel off at our studio**, within 30 days from the date of delivery or collection.
- You’ll receive Store Credits into your account within 7 business days after dropping off your parcel at our studio.
Mail it back to us***:
- Pack the item(s) and a completed Returns Form* together in a parcel.
- Send your parcel using a traceable**** mode of delivery to:
67 Ubi Road 1, Oxley Bizhub 1, #07-03, Singapore 408730
- You’ll receive Store Credits into your account within 7 business days from the date we receive your parcel.
** Please ensure that your return order fulfills our Returns Policy before dropping it off at our studio. As our studio operates by appointment only, do make an appointment here before swinging by.
*** Customers are responsible for all exchange and return postage/courier fees. We’ll pay the return postage/courier costs if the return is a result of our error (you received an incorrect or defective item, etc.).
**** It’s important that your return is sent to us via a traceable mode as we’ll not be responsible for any lost mail sent through non-traceable mailing options.
HOW WILL MY RETURN BE REIMBURSED?
As shipping is a hard cost we incur from logistics, please note that all delivery costs are non-refundable, and there is a sewn-to-order fee at 25% of the price you paid for the item(s). As such, you will be refunded the following amount:
Refunded Amount = Final Paid Price – Delivery Fee (if any) – Sewn-to-order Fee (25% of Item(s) Price)
The Delivery Fee (if any) and Sewn-to-order Fee are waived if the return is a result of our error (you received an incorrect or defective item, etc.).
While some companies build in return fees into their prices, we charge only when you return. This way, we can keep prices low and you’re not paying for other peoples’ returns or shipping.
You’ll receive Store Credits equivalent to the Refunded Amount of the item(s) into your Oooh Darling account.
- Store Credits is non-refundable and non-transferrable.
- Credits in a Oooh Darling account do not expire. Ever!
- Store Credits can be used in your next online purchase with us.
Once you’ve made your return to us, you can expect a confirmation of your return within 7 business days from when we receive your parcel.
Depending on your country, some packages may be subjected to additional customs fees which the buyers are responsible for. Please be reminded we are not responsible for any additional customs charges that your package may be subjected to. Therefore, we encourage you to check your country’s import fees regulations. The shipping charges of your purchase only cover the postage cost; IT DOES NOT COVER ANY ADDITIONAL CUSTOMS DUTY. We do not mark our item(s) as gifts so we kindly ask buyers not to request this from us.