Customer Care

Exchange & Return Policy

ONLINE ORDERS

Can I exchange / return my online order?

  • Should you wish to exchange / return your online purchases, a return request has to be submitted within 5 working days (10 working days for international orders) of receiving your order. You may choose to either exchange to another size / colour / item in-store or return the item(s) for Store Credit. With effect from 16th Apr 2024, Store Credits can be used both in-store and online and is valid for 1 year from the date of issue. There will strictly be no extension of the validity. Store Credits issued prior will be valid for 2 years and expires on 15th Apr 2026.

  • Items must be returned in original condition (unwashed, unworn, with tags attached and in a brand new and saleable condition). All footwear must include their original shoebox, undamaged and in its original condition. 

  • All regular-priced items are eligible for exchange / return. This does not include:
    • Sale items
    • Items purchased during a flash sale / storewide sale etc.
    • Items purchased using a Promotional Code
    • Accessories (bags, hats, socks, jewelry)
    • Homeware (candles, diffusers)

With effect from 16th Apr 2024, item(s) purchased using Store Credits can now be exchanged in-store or returned for Store Credits. Kindly see below for the exchange / return process.

How do I return my online order?

  • To initiate the return, please login to your account and submit a return request within 5 working days (10 working days for international orders) of receiving your order via My Account > Returns. Select your preferred mode of Return (Return via Mail / Drop Off In Store).
  • Your return request is now pending approval and will be approved / rejected within 3 working days after submission.
  • If your return request has met the Return Conditions, you'll receive an approval email containing more information on how to return.

    1) Return via Mail
    • Upon approval, kindly update the tracking number within 5 working days (10 working days for international orders) via My Account > Returns. Otherwise, the return request will be cancelled automatically.
    • As the merchandise will be your responsibility until they reach our warehouse, kindly return the item(s) via a traceable mode of postage.
    • Upon receiving the returned package, our team will conduct a criteria check and process the Store Credit within 7 working days should the item(s) fulfil all Return Conditions (do note that shipping charges, if any, will not be refunded).
    • A notification email will be sent to the email address registered under your account once the Store Credit has been issued.

   2) Drop Off In Store

    • Do drop off the item(s) at our retail store (Plaza Singapura #B1-31, 11am to 9.30pm daily) within 5 working days from the date of approval.
    • Kindly return the item(s) in its original plastic packaging and in a sealed bag.

Do indicate the following on the package:

From There On Returns 
Order #xxxxxx
Return Request Number: RMA-xxxxxx

    • Please join the cashier queue when in-store, once the item(s) has been received by our retail associates, an acknowledgement email will be sent to you.
    • Returned orders will be sent back to our warehouse for inspection and our team will process the Store Credit within 7 working days should the item(s) fulfil all Return Conditions (do note that shipping charges, if any, will not be refunded).
    • A notification email will be sent to the email address registered under your account once the Store Credit has been issued.
  • Rejected goods for local orders will be returned to customer via Standard Courier Shipping at a chargeable fee of SGD$3.50. Customer has to bear full responsibility of all shipping charges incurred to facilitate the return. In the event that we do not receive a response within 10 working days from the date of the notification email, the package will be forfeited without prior notice. From There On shall not be held responsible for any unclaimed rejected packages after the stipulated timeframe.

  • Rejected goods for international orders will be returned to customer where additional shipping charges will apply.


Can I use my Store Credit in-store?

With effect from 16th Apr 2024, Store Credits can be used both in-store and online and is valid for 1 year from the date of issue. Store Credits issued prior will be valid for 2 years and expires on 15th Apr 2026.

  • Store Credits can be combined and utilized on a single order, any unused Store Credits will remain in your account.
  • Any purchase amounts that exceed the value of the Store Credits will require an additional method of payment for the remaining balance due.
  • Store Credits cannot be transferred to another person or account.
  • Store Credits are non-refundable.
  • Gift cards cannot be purchased with Store Credits.

How do I exchange my online order?

  • To facilitate the exchange, please login to your account and submit a return request within 5 working days of receiving your order via My Account > Returns. Select the 'Exchange' option.
  • Your return request is now pending approval and will be approved / rejected within 3 working days after submission.
  • If your return request has met the Return Conditions, you'll receive an approval email containing more information on how to exchange in-store.
    • Kindly exchange the item(s) at our retail store within 5 working days from the approval date.

Do return the item(s) in its original plastic packaging with a paper insert indicating the following:

From There On Exchanges 
Order #[order-id]
Return Request Number: RMA-[order-id]-[order-return-request-id]

    • Please join the cashier queue after you've picked the item(s) that you would like to exchange to along with a copy of your order invoice. Simply inform our retail associates that you would like to exchange your online order and they will assist you accordingly. No refunds / Store Credit will be issued if the item you're exchanging to is of a lower value.

    • Kindly bear in mind that the item(s) will be inspected before the exchange process. Should it fail the criteria check, our retail associates reserve the right to reject the exchange. 

    • In the event that the item that you want to exchange to is unavailable in-store, you may wish to return the item for Store Credit instead. Do kindly take note that it'll take up to 7 working days to be processed as the item(s) has to be returned back to our warehouse. 

    • Do note that exchanges can only be made in-store at our retail store at Plaza Singapura #B1-31. Alternatively, you may wish to return the order for Store Credit.


What should I do if I receive an incorrect or defective item?

  • We're deeply sorry that you've received an incorrect or defective item, please contact us with your Order Number, Product Name and Photo of Defect (if applicable) at customers@fromthereon.com within 5 working days from receipt, and we’ll get back to you within 1 - 2 working days.
     

RETAIL STORE ORDERS

If you wish to exchange your in-store purchases, kindly refer to our retail store policy here.

    Shipping Country