Return & Exchange

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.

1. Returns must be made before the following deadlines: (a) for local orders, within 10 working days from the date of delivery, (b) for overseas, 30 working days from the date of delivery.
   
   For Returns that are made after the deadlines, we will send you an email notifying that the return has been rejected. The item will be sent back to you with the prevailing shipping costs charged to you.
   
   Returned items must be purchased directly from us through our official website or our official Instagram page. Please note that successful refunds will be provided only in the form of store credits, which will be issued to you within 5-10 working days and you will be notified via email. All store credits will be valid for 6 months from the date of issue. 
   
   
2. All items returned must be in the same condition as received - in their original packaging attached with tags intact, unworn, unwashed, unaltered, free of any damages and purchased directly from caramelmonster.com only. We reserve the right to inspect the condition of the items before processing any returns.
   
   
3. You may return your purchase via post or arrange to drop it off at our studio. Kindly login to your account and submit a return request under 'My Orders' within 10 working days (local) / 30 working days (international) from the date of delivery. Do note that only eligible items for return will be available to select for return. 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. 
   

   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 12pm to 6pm daily.

4. If you return an item that does not meet our requirements for returns, the item will be sent back to you (prevailing shipping costs will be charged accordingly). We reserve the right to reject the return and any request for store credits refund.
   
   
5. You are responsible for the postal costs, customs duties and taxes for returned items. You are responsible for the item until it reaches us and kindly retain all proof mailing until an acknowledgement has been sent. In the event that any parcel returns by mail is lost, the lost item shall be ineligible for return or exchange and we shall not be liable for any costs incurred by you.
   
   
6. Please inspect your order upon reception and contact us at love@caramelmonster.com within 10 working days (for local orders) and 30 working days (for overseas orders) if the item is defective, damaged or if you receive the wrong item, providing us with your order number and a photograph of the item. If you do not contact us within 10 working days (for local orders) and 30 working days (for overseas orders), the item shall be ineligible for return or exchange. 
   
   

Do note that Returns are not allowed for the following:

1. Sale items
2. Items purchased from our pop-up events
3. Customised/special request items
4. Orders made using promotional codes (except first timer discount WELCOME10 & birthday discount)
5. Orders made using store credits (gift cards excluded)