How do I request for a replacement?Updated 18 days 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 are subject to the selected item's stock availability at the time our Customer Service team reviews the request.
Online replacements are fulfilled using our warehouse inventory, which is separate from our retail stores' inventory.
Once your online replacement has been approved, the new item will be shipped to your registered delivery address.
Customers may drop off their original defective item at any of our retail stores after receiving their replacement via delivery. Alternatively, they may return the item using the return envelope provided by By Invite Only.
If you have already submitted an online replacement request but would prefer to proceed with an in-store replacement instead, please inform our Customer Service team before heading down to the store. Our team will assist in reviewing your request, subject to the selected item's in-store stock availability.
Our Customer Service team will update you on your replacement approval status via the email address registered with your order.
Please allow up to 2 business days for our team to respond to your request.
Important: As online and retail store inventories are managed separately, submitting an online replacement request does not guarantee that the replacement item will be available at our retail stores. Please contact our team first if you wish to change your replacement method.
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.
Learn more about our replacement terms and conditions.