Returns

RETURNS

Unsure? No worries. We have a return window of 7 days (SG Online Orders) or 14 days (International Orders) from date of receipt to request a return.

For all returns, the item must be sent back to us in its original condition:

  • In the same clear plastic packaging it arrived in
  • Unworn, unwashed, unscented and unaltered
  • With all original HVV labels and tags fully intact



What can I return? +

The following items are final sale and not eligible for returns. 

  • All orders made with a discount, promo code, voucher and/or store credit.
  • All intimates and accessories including swimwear, shapewear, adhesive bras, jewellery, bags and shoes.



How much will I be refunded? +
  • All return shipping costs will be borne by the customer unless the return is due to incorrect or defective item(s).
  • For regular returns, a processing fee of S$2.00 will be deducted from your store credit balance for every return item.
  • For returns of damaged, defective or incorrect orders, all processing and postage fees for the incorrect/defective item will be borne by HVV.



Returns for online orders

  • Please note that exchanges can only be offered in the form of store credit.
  • Items must be returned before a replacement order can be made using store credit. 
  • If you would like to return or exchange an online order, please send us an email.
  • At this time, we do not accept returns for online orders at any of our stores.
  • Store credit is valid for use both online and in-store.
  • Returns can be made via:
    • Trackable mail to HVV's warehouse
    • Store Drop off (SG orders only)



Returns via Mail (Singapore) +

To make a return, send us an email within seven (7) calendar days of receiving your order.

Complete the returns form emailed to you by our CS team before mailing the return item(s) back via a fully trackable shipping method.

Please note that

  • Returns will only be refunded via store credits with a validity of three (3) months.
  • We are not liable for any missing or lost returns sent via non-trackable shipping.
  • We are unable to extend the return window of seven (7) calendar days for SG order.
  • Processing time for exchanges/returns is 7-10 working days (excl. weekends, PH eves and PH) from the date your return arrives at our warehouse.
  • All return shipping costs will be borne by the customer unless the return is due to incorrect or defective item(s).
  • A processing fee of S$2.00 will be deducted from your store credit balance for every return item.
  • We reserve the right to reject any returns that do not fulfil our returns policy.



Returns via Mail (International) +

To make a return, send us an email within fourteen (14) calendar days of receiving your order.

Complete the returns form emailed to you by our CS team before mailing the return item(s) back via a fully trackable shipping method.

Please note that

  • Returns will only be refunded via store credits with a validity of three (3) months.
  • We are not liable for any missing or lost returns sent via non-trackable shipping.
  • We are unable to extend the return window of fourteen (14) calendar days for international orders.
  • Processing time for exchanges/returns is 7-10 working days (excl. weekends, PH eves and PH) from the date your return arrives at our warehouse.
  • All return shipping costs will be borne by the customer unless the return is due to incorrect or defective item(s).
  • A processing fee of S$2.00 will be deducted from your store credit balance for every returned item.
  • We reserve the right to reject any returns that do not fulfil our returns policy.



Exchanges for Online Orders via Store Drop Off +

Please note that we do not accept exchanges for online orders at any of our stores. Need help with your online order exchange? Drop us an email!



Returns via Store Drop Off (SG Only) +

To make a return, please email us before you drop by our store. 


Label your return parcel with your Name, Order ID and Email.
Drop by the HVV Citylink store within seven (7) days of order receipt with your return parcel (in its original condition).

Complete the returns form provided to you in store. 

  • Returns will only be refunded via store credit with a validity of three (3) months.
  • We are unable to extend the return window of seven (7) calendar days for drop-off returns.
  • Processing time for returns is 7-10 working days (excl. weekends, PH eves and PH) from the date your return is dropped off.
  • All return costs will be borne by the customer unless the return is due to incorrect or defective item(s).
  • A processing fee of S$2.00 applies to each item returned in store, which will be deducted from your store credit balance.
  • We are strictly unable to process cash refunds or offer credit for shipping costs.
  • We reserve the right to reject any returns that do not fulfil our returns policy.



24/7 Returns Drop-off at HVV HQ (SG Only) +


We're pleased to offer convenient and swift drop-off returns within Singapore. To kickstart the returns process, drop us an email. Upon confirmation from our team, label your return parcel with your Name, Order ID and Email.
Come by the HVV HQ office at 118 Tagore Lane #02-02 S(787549) with your parcel within seven (7) days of confirmation. There will be a postal slot to drop your parcel off into.

From thereon, our team will process and confirm your return again via email within seven (7) business days.

  • Returns will only be refunded via store credit with a validity of three (3) months.
  • We are unable to extend the return window of seven (7) calendar days for drop-off returns.
  • Processing time for returns is 7-10 working days (excl. weekends, PH eves and PH) from the date your return is dropped off.
  • All return costs will be borne by the customer unless the return is due to incorrect or defective item(s).
  • A processing fee of S$2.00 applies to each item returned via drop-off, which will be deducted from your store credit balance.
  • We are strictly unable to process cash refunds or offer credit for shipping costs.
  • We reserve the right to reject any returns that do not fulfil our returns policy.



Returns for instore orders

Returns & Refunds for Retail Purchases +

We encourage customers to inspect all merchandise thoroughly before making payment in store as retail orders are not eligible for returns or refunds.



Exchanges for Retail Purchases +

Size and color changes for regular-priced items are accepted within seven (7) days from the date of purchase with the original tag intact. Please bring along your original receipt.

We are unable to process a size exchange if your desired size is no longer available.



Sale Items Bought in Store +

We encourage customers to inspect all merchandise thoroughly before making payment in store as sale items are final and not eligible for returns or exchanges.



Damaged, incorrect & defective items

Received an incorrect or defective item? +

At HVV, we strive to give you the best shopping experience and are deeply sorry you received a less than perfect product.

In the event the above happens, please reach out to our CS team with your Order ID along with a clear photo of the defect attached.

Please note that we cannot accept any exchange/return requests submitted after seven (7) calendar days (SG Orders) or fourteen (14) days (International Orders) from the date your order was received.

The defective/incorrect item must be sent back to us in its original condition - in the same clear plastic packaging it arrived in, unworn, unwashed, unscented and unaltered and with all original HVV labels and tags fully intact.

For SG Orders: If the item is still in stock, an arrangement will be made for a one-for-one courier exchange, where the defective/incorrect item(s) will be collected and replaced with your new order by our courier partner on the same date.

If the item you have ordered is no longer in stock, a refund via store credit will be issued along with the original postage fee incurred.

In this event, all processing and postage fees for the incorrect/defective item will be borne by us.



Measurements, prints & colours

On our site, measurements are provided for products laid on a flat surface and measured across. We strive to provide all measurements as consistently and accurately as possible. Please note that:

  • Due to factory production, measurements stated on the website may vary up to 0.5" - 0.75". 
  • Placement of prints may vary for digitally printed items.
  • The true color of products may vary due to photography lighting and discrepancies arising from individual computer resolutions. 

Product differences arising from the aforementioned factors are not considered defects and are strictly not eligible for returns, refunds or exchanges.

Other reasons for returns and exchanges will be considered on a case-by-case basis.