How do I request for a replacement?Updated 6 months ago
In-store Replacements
- All replacements will be assisted based on By Invite Only Order ID.
- All in-store replacements are dependent on the selected item's in-store stock availability.
- If the selected item is unavailable in-store, please head to our Self-Service Centre.
If you are heading down to the store, please have your order ID ready for our team to assist you.
Online Replacements
- All online replacements depend on the selected item's stock availability when the customer service team reviews the request.
- The new item will be shipped to your registered address. Online requests cannot be completed via our retail stores, even if you go down to drop the item off. The article will be reserved from our warehouse inventory if you've made a request online.
- All online replacement requests will require the customer to drop off the defective item via a return envelope provided by By Invite Only.
- The Customer Service team will update the replacement approval status via email registered with the order.
- Please note that we will take 2 business days to respond to your request.
If you are not residing in Singapore, please follow the following replacement process:
- Kindly submit your replacement request via our portal here.
- Replacement will be valid upon item evaluation via email. Product validity will be based on our terms and conditions.
- The customer will bear any duties and taxes as its values depending on each country.
- If the customer rejects any replacement delivery due to duties an taxes, the customer will bear a re-delivery cost.
To make a replacement request online, please proceed to our Self-Service Centre.
Here are some common scenarios that invalidate a replacement:
Replacement unavailable:
In the event that the design is unavailable for replacement, we will refund the amount paid for this item in store credits based on the amount received. Store credits are valid for 12 months from the date of issue.
Replacement of gemstone products
Requests regarding products with gemstones will be processed as a return for store credits instead of a 1-to-1 replacement.
We use natural gemstones and freshwater pearls in our jewellery. Each gemstone and pearl is unique and has its own character. Natural inclusions (e.g. black carbon dots), uneven colour distribution, fissures and internal fractures will not be considered defects.
Learn more about our replacement terms and conditions.