FAQ ON EXCHANGE & REFUND
CELEBRATE HEAVEN is committed to our product quality and all items are in good condition at the time of packing for delivery.
The exchange and refund policy applies to items with defects or incorrect items in your order. If an item has defects, we will happily replace it or refund its value. Any refunds given will be for the item’s value and will not include the initial postal charges.
Below are the common FAQ on exchange and refund. If you cannot find your query to be answered below, please do not hesitate to contact us.
1. I HAVE RECEIVED AN ITEM WITH DEFECTS, CAN SOMEONE HELP ME?
2. I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER, CAN SOMEONE HELP ME?
3. I HAVE CHANGED MY MIND ON SOME SELECTIONS ON THE PURCHASE, CAN I MAKE AN EXCHANGE?
5. I WANT A REFUND OF THE GOODS, HOW DO I GO ABOUT PROCESSING THAT?
1. I HAVE RECEIVED AN ITEM WITH DEFECTS, CAN SOMEONE HELP ME?
We want to sort out any concerns with defect items right away.
As soon as you discover a defect, please contact us at enquiry@celebrateheaven.com or call us at +65 62200378 (during operation hours) with the order number or call us during operational hours, the defect item’s name and quantity, and a description and/or photo of the defect within the same day of delivery. We’ll get back to you and send you a replacement item (if applicable) as quickly as we can.
2. I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER, CAN SOMEONE HELP ME?
We want to sort out any concerns with incorrect items straightaway.
Please contact us at enquiry@celebrateheaven.com with the order number and the incorrect item’s name or reference. We’ll get back to you and try to resolve it for you as quickly as we can.
3. I HAVE CHANGED MY MIND ON SOME SELECTIONS ON THE PURCHASE, CAN I MAKE AN EXCHANGE?
Yes, you can. Items for exchange will only be accepted if you inform CELEBRATE HEAVEN within 3 working days and the product has to be in its original packaging. If the product is a garment, it has to be unworn and unwashed with original tags and packaging intact.
If you would like to exchange the item purchase, you must contact us at enquiry@celebrateheaven.com or call us at +65 62200378(during operation hours) within 3 working days of receiving your order and you will be sent an email containing a Returns Authorisation number and instructions. Once you have received the Returns Authorisation number, the product must be sent back within 7 days to be eligible for an exchange. The product received by us will undergone a quality control check to ensure the product has not been tampered with or worn and that the original tags and packaging are still in place, a replacement item or refund will be done within next 3 working days.
4. FOR EXCHANGE OF MY GOODS, CAN YOUR COURIER PICK UP THE GOODS, OR DO WE NEED TO COME TO YOUR OFFICE?
We can pick up the exchange products, but a courier fee of S$15 will be charged. Alternatively, you can drop by at our office during our operation hours (11am to 7pm, Tue to Fri, excluding public holidays), and we will serve you accordingly.
5. I WANT A REFUND OF THE GOODS, HOW DO I GO ABOUT PROCESSING THAT?
We apologize we do not practice full refund in any purchase, but the amount you have purchased in your first order can be fully exchanged for any product sold under CELEBRATE HEAVEN.