Refund policy

Return/Exchange policy
We have a 14 days-day Return or Exchange Policy, which means you have 14 days after receiving your item to raise a request for a refund/ exchange / store credit for your items. 

Eligibility

To be eligible for an refund/exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the email receipt or proof of purchase. 

Refunds
If you are not satisfied with your purchase, you may return the items back to us.

  • Local Singapore orders: Returns are free.
  • International orders: Return shipping will be at your own expense and must be sent via a traceable method.

Please note that we do not accept refunds for any SALE or Promotional items - they can only be exchanged for store credit. 

Exchange for Size/Colour
In the case that you need to exchange for another colour or size, we are happy to offer a free exchange. Please note that every order can only be exchanged once.

Store Credit
All our store credits have no expiry date. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the case of damaged or faulty garments, we will take care of the return and refund accordingly.

Return Process:

LOCAL SINGAPORE 
To initiate a refund or exchange for a local Singapore order, please follow the following process:

  1. Email us at info@lostandfray.com, with our order number, the item, and the reason for the return.
  2. Once our team confirms the exchange is within the eligible timeline and fits the criteria, we will advise you with further information and coordinate a date for pickup from our delivery partner
  3. Please follow our instructions and pack the order. Our delivery partner will pick up the packaged goods from your doorstep so there is no drop off required. 
  4. After our team inspects the package, we will send you an email to confirm and proceed with the exchange/store credit/refund. 
  5. Refunds will typically be processed within 7-10 business days onto the same form of payment. Store credits will be credited directly into your profile.

INTERNATIONAL CUSTOMER
To initiate a refund or exchange for an international order, please note that the cost will be born by the customer, and must be a traceable method as we cannot be held liable for any items that are lost in transit. 

  1. Email us at info@lostandfray.com, with our order number, the item, and the reason for the return.
  2. Once our team confirms the return, please pack the order and share with us the tracking numbers. 
  3. Once our team receives and inspects the package, we will send you an email to confirm and proceed with the exchange/store credit/refund. 
  4. Refunds will typically be processed within 7-10 business days onto the same form of payment. Store credits will be credited directly into your profile. Please note that we will not be able to refund shipping fees for the original order, if any. 


For any clarifications, please email us at info@lostandfraycom.