Customer Care

EXCHANGE AND REFUND

Our policy lasts 7 days from date of receipt. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please send us a clear snapshot of any defects. Defected item has to be mailed out to us within 3 days of complaint.

Any orders made with store credits cannot be further exchanged unless item is defective as only 1 exchange is allowed per order.

This is not applicable to sales items. Sales items are non-exchangeable and non-refundable. 

I have received a defective item. What do I do?

We apologize for sending you a defective item. Please send a clear snapshot of the defected item to admin@wherescinderella.com

Defective items will be eligible for a one-to-one exchange of the same item. We are unable to provide a refund if the item is still in stock.

Kindly send the defected item back to:
64 Jalan Pergam S488340

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange/refund.

If you are approved for an exchange, we will proceed to mail out the exchanged piece. An e-mail will be sent to you once the parcel has been delivered.


For defected items, your shipping costs will be reimbursed to you via store credits and the exchanged item will be mailed to you via complimentary normal postage.

In case the particular item is out of stock, we will provide the customer with the following options:-

  1. Full Refund of item cost  (There will be no refund for other postage options that you have opted for)
  2. Store Credits
  3. Exchange for another item

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you still have not received your exchange/refund yet, please contact us at
admin@wherescinderella.com.

 

I have received an incorrect item. What do I do?

We apologize for sending you an incorrect item. Kindly send us at email at admin@wherescinderella.com within 7 days from date of receipt.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will proceed to mail out the correct item. Your shipping costs will be reimbursed to you and the exchanged item will be mailed to you via complimentary normal postage.

I have received my item but it is too small/big. Can I do a size exchange?

We accept exchanges. The item has to be of brand new, unworn, unwashed condition and in it's original clear plastic packaging. For exchanges, you will be responsible for paying for your own shipping costs for both returning your item and for us to have the exchanged item mailed back to you. Free normal postage and flat rate registered shipping do not apply for exchanges. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

(1) Size exchange
This is allowed only if item is in stock.

(2) Changing to another item of your choice
Any higher price difference will require a top-up but any lower price difference will be forfeited.

(3) Store credits
Your exclusive code will be sent to you via e-mail. Store credits code cannot be further extended once expired. Any unused store credits will be forfeited. Any orders made with store credits cannot further be exchanged.

 This is not applicable to sales items as they are non-exchangeable and non-refundable.

PRODUCT AND PRODUCT CARE

Sizing

All measurements for each item are provided clearly on the product page. Apparel measurements are measured in inches (as denoted by ") and are taken across and not around. Discrepancies of 0.5"-1" may arise and is not considered a defect.

Colors

We do our best to present the colours as accurately as possible in our photos on our website. However, due to different monitor settings and brightness, colors may differ slightly.

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WheresCinderella reserves the right to amend the terms anytime without prior notice. All decisions made by WheresCinderella is final.

Your purchase will signify that you have acknowledged and understood the terms and have agreed to abide by them.