Return Policy
We always aim to make sure you love our products, but if you do need to return an order, we’re happy to help.
- You can return your online order within 10 working days (for local orders) and 30 working days (for overseas orders) from the 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. All credits will be valid for a period of 6 months.
- 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.
- 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). We reserve the right to reject the return if there is no Returns Form included.
Do note that Returns are not allowed for the following:
- Sale items
- Items purchased from our pop-up events
- Customised/special request items
- Orders made using promotional codes (except first timer discount WELCOME10 & birthday discount)
- Orders made using store credits (gift cards excluded)
Exchange Policy
If you wish to request for an exchange, kindly email us at love@caramelmonster.com and our team will assist you on this.
- You can exchange your online order within 10 working days (for local orders) and 30 working days (for overseas orders) from the date of delivery. Exchange items must be purchased directly from us through our official website or our official Instagram page.
- 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.
- Kindly ensure that your name, order number as well as “Exchange” is indicated on the parcel for easier processing & verification.
- All postal fees, customs duties and taxes for returns are to be paid by the customer.
Do note that Exchanges are not allowed for the following:
- Sale items
- Items purchased from our pop-up events
- Customised/special request items
- Orders made using promotional codes (except first timer discount WELCOME10 & birthday discount)
- Orders made using store credits (gift cards excluded)
How do I return an order?
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 the return box placed outside our studio between the hours of 12pm to 6pm daily.
In the unlikely event that a product is returned to us in an unsuitable condition, the rejected item(s) will be sent back to you (prevailing shipping costs will be charged accordingly).
You can choose to opt for self collection as well. We reserve the right to refuse any returned item that does not meet the above return policy.
All postal fees, customs duties and taxes for returns are to be paid by the customer.
Where can I get the return form?
You can download the Return Form here.
To ensure your return is processed smoothly, please ensure your return information is indicated clearly and accurately.
What if my return is late?
After 10 working days (for local orders) and 30 working days (for overseas orders) from the date of delivery, items are ineligible for return or exchange.
If you have any questions, please contact our Customer Service at love@caramelmonster.com.
Is it possible to return an item that has a discounted code applied? How does the return process work if the item was received as a gift?
Do note that returns/exchanges are not allowed for sale items, items purchased from our pop-up events, customised/special request items or orders made using promotional codes (except first timer discount WELCOME10 & birthday discount)s. Items purchased with an e-gift card are eligible for returns & exchanges.
I’ve returned my order. When will I get my credit?
After your return has been confirmed, you'll be issued a Store Credit equivalent to the purchase price of each returned item. Please note that we do not provide cash refunds for any return orders. Delivery fees or custom duties/taxes, if any, won't be refunded. Your return will be processed from 5 to 10 business days from when we receive it.
How do I use my credit?
To utilise online:
- Proceed with the checkout process as usual
- On the checkout page, choose the redeem credit button
- All applicable store credit will be applied. If the order total is less than your store credit, the remaining balance will remain in your account.
Can I convert my credit to another currency?
We issue Store Credit based on your order's currency and are unable to convert it to another.
What happens if I’ve returned an order that is not eligible for returns/ exchanges?
We will send you an email notification once your parcel has been processed. In the event of redelivery, any associated fees will be your responsibility. Information regarding return fees and redelivery charges will be provided.