RETURNS & EXCHANGES


GENERAL TERMS
  • If your purchase isn't quite right you have 15 days from the date you received your order to exchange or return. 
  • Customers pays for shipping cost and handling duties and taxes for returns and exchanges 
  • To avoid Customs charges please clearly mark the package 'RETURNED GOODS'. 
  • Items must be returned to us unused with all labels still attached. Returns that do not meet our policy will be sent back to the customer
  • If your purchased product is a products from our dropship merchant, the return policy may differ from our general terms and will be indicated on the product information page if
  • Custom-ordered goods purchased via our bespoke service and corporate gift service, unless damaged or faulty. may not be returned or exchanged. 

EXCHANGES

  • Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a payment credit and purchase the new item separately.
  • There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping cost must be paid by customers for size replacement item, but if you are based outside Singapore you will also need to pay taxes and duties on this. 
  • To avoid Customs charges please clearly mark the package 'RETURNED GOODS'.
  • To exchange an item, request a return via Enquiry, specifying the new size that you require. For exchanges outside Singapore, you will receive an email with the new size specification. You will be asked to review and confirm the exchange item
  • For products from corporate gift orders, products are non-exchangeable

GIFT RETURNS

  • If you have received an item as a gift, you may exchange it for any available item from our store at the time of exchange
  • Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.
  • Due to systematic limitations,  72 SMALLDIVE is unable to issue store credits, your preference to delay the exchange may only be handled manually.
  • You have up to 6 months from the date of return to exchange for a product on our website
  • Corporate gifts may only be returned by the original purchaser 
  • For products from corporate gift orders, products are non-returnable nor exchangeable. Corporate gift products may be returned and refunded in the following cases:

    • Customized product differs from the order specification or any subsequent changed order specification
    • Product has been delivered with manufacturing fault. 
    • Product is damaged, due to manufacturing fault, within 6 months
  • To arrange a gift return and exchange, please email customerservice@72smalldive.com

LATE RETURNS

  • Your item(s) should be sent back to us within 14 days of your purchase. Returns outside these time frames may be accepted at the discretion of 72 SMALLDIVE  and may only be refunded in the form of a online voucher.
  • Items purchased via our drop shipping merchants must be sent directly to merchants within 10 days of receiving your product. The mode of shipment must be traceable and all general terms on returns and exchanges stated above applies 

FAULTY GOODS

  • All refund and exchange request must be accompanied with a proof of purchase e.g. paper or online receipt
  • Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. The 6-month guarantee does not apply to consumable goods such as grooming, cosmetics, and perishable products
  • Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
  • Please note that factory seconds, product samples, and past seasoned items purchased via our Outlet segment may carry production imperfections and are not considered to be faulty.
  • If your item is faulty when you receive it, you can return it for a refund. Simply request a return through Enquiry. You will be asked to show your purchase receipt or invoice and send the faulty goods back to us within 5 days of receiving your order.
  • If you discover a fault after this time, but within six months of purchase, you can still return it. Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement. If the same product is no longer available, you are entitled to a full refund.
  • The above may not apply to goods purchased from our drop ship vendors. In cases where drop ship vendors do not uphold any refund policy for defective goods within 6 months of usage, 72 Smalldive will refund the item with a online gift voucher. 
  • If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.
  • For all faulty items outside of our Returns Policy, please contact customerserviceAT72smalldive.com

OUTLET GOODS

  • Outlet goods refer to any products listed on our outlet sale section
  • The prices of these goods undergone significant reductions due to the following reasons
    • Past season and last piece stocks
    • Factory seconds with minor imperfection
  • The condition of the products are detailed on the description segment
  • Please note that imperfection of products does not imply defect. Such imperfection may, but not only, include
    • Uneven leather tan / patina
    • Evident leather grain, crease and folds
    • Skewed threading
    • Any conditions indicated on product information page
  • By purchasing the item, you have agreed to accepting the indicated condition of the discount outlet item
    • Returns and exchange of undamaged discount outlet products purchased via our outlet section are non refundable nor exchangeable. We may only be able to offer (size) exchanges subject to availability
    • If size exchanges or product exchange is unavailable, a refund in online discount voucher will be offered

    RECEIVING A REFUND

    • Your refund will either be credited to the original payment method and will include shipping costs for faulty items or for orders cancelled. Shipping costs will not be refunded for returned and exchanged items returned.
    • We can only credit the refund upon receiving the item in good condition (for undamaged goods)
    • The processing time for a refund is within 5 days once product condition is ascertained. 
    • For drop shipped items from our partner vendors, the refund processing time may vary. You will be notified of the refund processing time specific to the product returned if the it may take more than 5 days for the refund.
    • If your order has been sent to a destination within Singapore, all sales taxes will be refunded. Outside Singapore, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
    • Please note that refunds can take up to 15 working days (from the date we receive the returned product) to show on your account due to varying processing times between payment providers.

    IMPORTANT INFORMATION

    • We have made every effort to display as accurately as possible the colours of our products that appear on 72 SMALLDIVE. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
    • All items are quality controlled and checked for any faults before they are dispatched to customers.
    • Should you receive an item that is not in perfect condition please contact us immediately via ENQUIRY.
    • Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
    • Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
    • Free collection does not apply to items returned from a different country to the original shipping destination or to orders cancelled.
    • We prefer that items are returned to us via TNT  or our recommended couriers,  to ensure that they are protected and insured during transit. However, you may return the goods by any secure means.
    • We request that you contact us at ENQUIRY in relation to such returns. Please note that we may not accept liability for goods that are not returned via TNT or our recommended courier provider.

    CANCELLING YOUR ORDER

    • The following cancellation policies do not apply to corporate gift orders nor customized orders
    • You have the right to cancel your order with us provided you give us written notice within 1 days after the day which you acquire the product.
    • Please communicate your cancellation request via ENQUIRY
    • Failing to cancel the order on the 2nd day from the day which you acquire the product, your request will be treated as a product return request. All clauses under Returns and Exchanges and the following conditions shall apply.
      • On receipt of your cancellation request, Customer Service will email to confirm your return.
      • Please acknowledge and confirm the email.
      • We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse
      • We also recommend that you use a secure, trackable means to return your order to us at the address indicated on our email.
      • Please retain proof of sending, in case of a dispute.
      • Please note that you must cover the cost of the return shipment, as our free shipping does not apply to orders cancelled.
      • All items must be returned unused, in their original condition and from the country that the order was delivered to.
      • We will refund the full value of your order, including shipping costs if applicable, within 14 days of receiving your returned product. If we do not receive the product, we will arrange to have it collected from you at your cost.
    • Please note you may only use your right to cancel the order if you give us formal written notice of cancellation any time after your order has been placed, up until 1 calendar days from the day after you receive your order, by email as described above.

    CANCELLING CORPORATE GIFT ORDERS

    • Cancellation request must be submitted
      • Any day before the submission of the signed order confirmation form 
      • 3 Days after signed order confirmation form is submitted and full or partial payment is made
    • Payment refund, excluding bank transfer fees charges, will be administered to only cancellations within the above stipulated times.

    RETURN GOODS PROCEDURE

    • Please email customerservice@72Smalldive.com  if any of your purchases have been delivered without 72 SMALLDIVE product  tags.
    • All returns should be requested before you send your purchase back to us. Unidentified items will be returned to the sender.
      • Shoes
        • Please return all items, including the dust bag and box. When you try them on, stand on a carpeted surface to protect the soles.
      • Bags/ Accessories
        • All designer packaging such as authenticity cards, dust bags and leather tags should be included with your return..
      • Grooming & Candles
        • Grooming products should be sent in the original packaging unopened. Please note, both candles and fragrance are final sale and cannot be returned due to transport restrictions.
      • Repeated returns
        • We offer a flexible returns policy to make your online shopping experience even easier. However, customers returning items repeatedly may be refused at our discretion.

    DUTY REFUND

    • 72 Smalldive does not offer duty refunds
    • Customers are requested to liaise with their local borders and customs offices with regards to claiming for refund of taxes and duties for the item returned.