Where are you based?
We're based in Singapore. Our production and workshop is based in Ho Chi Minh city, Vietnam.
Do you have gift options?
Yes we do. Do contact our team via firstname.lastname@example.org and we will try our best to futher assist you on this.
How can I cancel my order?
Unfortunately, once the order is placed, you can’t cancel the order. If there is anything that we can help, please contact us email@example.com
How do I exchange for sizes?
Do kindly email to us at firstname.lastname@example.org and our team will assist you on this.
What if I receive the wrong product or faulty items??
We apologise for the inconvenience caused. Do kindly email to us at email@example.com with a snapshot of the defect and a detailed description, our team will get back to you as soon as possible.
Can I return my product?
We always aim to make sure you love our products, but if you do need to return an order, we’re happy to help.
1. You can return your online order within 10 working days (for local orders) and 30 working days (for overseas orders) from date of delivery. Returned items must be purchased directly from us through our official website or our official Instagram page.
Items will be processed and checked upon reaching us. All successful returns are processed in-store credits, which will be refunded to you within 5-10 working days and you will be notified via the email provided.
2. All items returned must be in their original condition - attached with original tag, unworn, unwashed, unaltered and purchased directly from caramelmonster.com only. Items will be inspected on return.
3. You may return your purchase via post or arrange to drop it off at our studio. All returns must include the following Returns Form for processing (download Returns Form here)
For all domestic returns and international returns via post, you may mail it to us at:
7030 Ang Mo Kio Ave 5 NorthStar@AMK#03-62 Caramel Monster, Singapore 569880
(Tracked postage is recommended and Caramel Monster will not be responsible for any lost items)
As our studio is currently close to the public, you may drop off your item at our studio between the hours of 12 pm to 6pm daily.
4. In the unlikely event that a product is returned to us in an unsuitable condition, the item will be sent back to you (prevailing shipping costs will be charged accordingly). We reserve the right to refuse any returned item that does not meet the above return policy.
5. All postal fees, customs duties and taxes for returns are to be paid by the customer.
Do note that returns/exchanges are not allowed for Sale items, items' purchased from our pop-up events, Customised/ Special request items or orders using promotional codes.
What if I need to change my order?
Once an order is placed, we’re unable to make any changes. Sorry about that!
How can I edit my shipping address?
If your order is shipping to an incorrect address, please contact us right away.
How do I enter a promo code?
Select “View Your Cart” before checkout to enter your promo code.
Is pre-order options available?
Yes, it's available for everyone. Do check out product details before purchasing.
What is the procedure for getting in touch with your team in case I require assistance with my order?
For questions regarding the following matters, kindly reach out to the team via firstname.lastname@example.org and our team will assist you.
1) Change of Address for your orders
2) Exchange requests
3) Arrangement for self pick up and in person exchanges
4) Any other ad hoc requests regarding your orders.
Do allow the team up to 2 working days (excluding PH and weekends) to respond to your queries. We will try our best to reply to you as soon as we can.
How can I know my size?
Our size guides serve as a general guideline for helping you find your right size. You can view all of our size guides here.
If you have questions about a specific style’s measurements, you can always reach out to our team on social media for your perfect fit. Please include your bust, waist, and high hip/low hip measurements with your note and we’ll help you out.
Is your items true to size?
Though our garments are true to size, all bodies are different. You can always reference our sizing guide, which features our general garment measurements, or, reach out to pir team for more specifics, and they’ll help you get the right size. We work hard to produce the most flattering fit possible for different body types, and are always working to improve sizing on recut items when we produce them again.
Will I be the same size for all the dresses?
Once you find the perfect size for you, it’s likely that it will be your size in other items from us.
What are your delivery times?
For Local Shipping: 5-7 working days
For Malaysia Shipping: 6-8 working days
For Vietnam Shipping: 1-3 working days
For International Shipping: 10-15 working days depending on the locations.
However, during the peak period, we hope to seek your kind understanding as there might be some delay added. Please refer to our Shipping for more details
Linen is a natural fibre made from the stems of flax plants. It’s light and breathable, making it cool in Summer and warm in Winter. It’s strong and durable. Your linen garment will soften with wear.
Care Guide: Cold hand wash or cold machine wash on a delicate cycle with similar fabrics and colours. Line dry in a cool, dark place and steam out before wear.
Cotton is a soft, fluffy staple fibre that grows in a boll, or protective case. It is a soft and breathable material. This natural fibre is lightweight and absorbs moisture. Cotton is prone to shrinking, so please follow the care guide instructions carefully.
Care Guide: Cold wash with similar fabrics and colours. Line dry in a cool, dark place and steam out before wear. Avoid any bleaches.
We will indicate under the product if there is any special care needed.
I found some strange yarns on my linen piece. What is that?
At Caramel Monster, we take great pride in using only the finest materials to create our products. Specifically, when it comes to our linen items, we exclusively utilize 100% linen fabric. Linen, as a natural fiber, possesses unique qualities that add to its charm and appeal.
One of these qualities is the presence of natural raw yarns weaving within the fabric. These raw yarns are an inherent part of the linen material and should not be considered as defects. In fact, they contribute to the natural and organic appearance of the fabric, giving it a distinctive texture and character.
While we make every effort to ensure the highest quality standards in our production process, these raw yarns may be visible in some of our linen products. We believe that these imperfections are what make each piece truly special and add to its authenticity.
We understand that you may have noticed these raw yarns in your recent purchase, and we want to assure you that they are not considered defects. Instead, they are a testament to the authenticity and natural beauty of our linen fabrics.
Should you have any further questions or concerns regarding this matter or any other aspect of our products, please do not hesitate to reach out to our customer support team. We are here to assist you and provide any additional information you may need.