This document outlines how Novastitchia handles eligible concerns involving dresses delivered within Singapore. It forms part of our Terms and Conditions and applies to every accepted order. Contact outfit@novastitchia.com when assistance is required.
The return window lasts thirty calendar days from delivery. Later requests may be declined unless Singapore law requires another solution. Contacting Novastitchia within the window permits review but does not confirm approval.
A dress can qualify for return only when one of these circumstances applies:
Returns cannot be requested if a customer changes their mind, no longer wants the dress, prefers another color, chooses an unsuitable size, or dislikes the style. Mandatory solutions under Singapore law remain unaffected.
Every returned item must stay in its original packaging, unworn, unwashed, unaltered, and accompanied by supplied labels, accessories, and contents. Reasonable handling to identify damage, confirm the product, or check its size is permitted.
Novastitchia may decline a return if the item shows customer-caused damage, wear, washing, alteration, staining, fragrance, missing components, or handling beyond what is reasonably required to inspect the reported issue. Each case will be assessed using order records and evidence.
Email outfit@novastitchia.com within thirty days. Include the order reference, name, address, concern, and contact details. Novastitchia may request photographs of the dress, packaging, label, damage, or size marking. These help evaluate the concern and arrange collection without limiting statutory rights.
When information indicates an eligible issue, Novastitchia will coordinate Singapore doorstep collection. The customer must provide access and a time. Eligible returns carry no collection or restocking fee. Do not send items independently unless Novastitchia gives written instructions; unlawful shipping costs may not be reimbursed.
Novastitchia examines the collected item within twenty-four hours, comparing it with the order, reported concern, packaging, and condition requirements. We will notify the customer whether the return is accepted or declined and explain why.
For an accepted return, Novastitchia will first offer an exchange when the correct dress and size are available. The replacement will be arranged without a restocking or delivery charge. If suitable replacement stock is unavailable, Novastitchia will provide a refund instead. A refund is not substituted for an available exchange unless required by law or agreed by Novastitchia.
Accepted refunds are issued only by bank transfer because Novastitchia operates through Cash on Delivery and collects no online card payment. Refund processing begins after the twenty-four-hour inspection is completed. Customers must provide accurate bank details through the channel specified by Novastitchia.
Once processed, a refund may take up to seven business days to appear in the account, depending on the customer’s banking provider. Novastitchia is not responsible for a delay caused solely by inaccurate bank information or external banking systems, but we will provide assistance if a processed transfer requires tracing.
Refusing a dispatched Cash on Delivery order is not a return under this Policy. Cancellation is available only before the parcel is handed to the courier. After courier handover, the cancellation option ends. Failed delivery procedures and any effect on future orders are governed by our Terms and Conditions.
This Policy is governed by Singapore law, including the Consumer Protection (Fair Trading) Act 2003, Sale of Goods Act 1979, Unfair Contract Terms Act 1977, Electronic Transactions Act 2010, and Personal Data Protection Act 2012. These laws address fair trading, product conformity, reasonable contractual terms, electronic communications, and personal data handling. Where a mandatory statutory right provides greater protection than this Policy, that right prevails.
Customer information collected for returns, collections, inspections, exchanges, or bank refunds will be used and protected according to our Privacy Policy and data protection obligations.
Return notices, supporting materials, and complaints should be sent to outfit@novastitchia.com. Novastitchia will review each communication, explain any information needed, and seek a resolution consistent with this Policy and Singapore law.