Terms and Conditions
Delivery Policy
Delivery is free for purchases above $100 in a single order, otherwise, a flat delivery fee of $15 applies. Your order will be prepared and delivered to you within 7 working days from the date of purchase. Orders are considered delivered once we receive the authorised couriers’ delivery acknowledgement receipt.
Cancellation Policy
For cancellations prior to delivery, payment will be refunded to your account via the original mode of payment within 14 days of the date of cancellation. To cancel or make changes to your order, you may do so by contacting us at support@tilana.com.sg (Mon-Fri, 9.00am – 6.00pm) within one working day (24 hours) of placing the order.
Cancellation is not allowed for orders that have been sent out for delivery.
Return and Refund Policy
Each customer is entitled to one return and refund on their first purchase. For subsequent purchases or additional returns of the same order, a return fee of $15 will be charged to retrieve your order and the fee will be deducted from your refund. You may contact us at support@tilana.com.sg to request for a return and refund.
Please allow us 1 to 3 working days to review your request. Our customer service team will require proof (e.g. images of the defect) to verify the condition of the items before processing your request and proceeding with the reimbursement. The amount will be reimbursed to your account via the original mode of payment within 14 days from when the request has been processed.
Return and Refund/Exchange Requirements
Due to personal hygiene concerns, the following items will not be accepted for return and refund/exchange upon use:
- All towels
- All socks
We do not accept return and refund/exchange for items that are damage through use, improper handling or washing of items, and that are not factory/manufacturing defects. This includes stains, discolouration or changes in fabric texture.
Items must remain unworn, unwashed, and returned in its original packaging with original tags intact (if any).
