Returns & Exchanges
It is very important to us that you are completely satisfied with your purchases.
As such, we make every effort to ensure that products that may not fit may be exchanged or returned.
Exchanges and returns are applicable to items purchased through milkywayfamily.com only.
Please note that items should be in original condition, unworn, with tags attached. Exchanges are subject to stock availability.
NOTE: Sale items and items purchased using promotional vouchers are non-returnable. However, we are happy to inform you that they are exchangeable, so you can shop with peace of mind.
What You Need to Do:
- Contact us within 7 days after receiving your items for the exchange or full refund of items. Please wait until you have received a confirmation from team before proceeding with the return/exchange.
- There are two returns/exchange options:
1. Exchange or return items via courier service for a delivery fee of SGD 10
- Once you have indicated a preference for this option, we will send you a link for payment to be made through PayPal.
- When payment has been received, we will arrange for courier delivery/ on-the-spot exchange at a place and time that is convenient for you.
2. Exchange or return items by postage
Once we receive the item to be exchanged, we will post the exchanged item back to you via SingPost. Please allow for 10 – 13 working days for the exchange to be processed (from date that the item was first sent out by buyer). Similarly, once we've received your items to be returned, we will send you a confirmation email and process the refund (less delivery charges if applicable) via the method through which you have made your initial payment (PayPal or bank transfer).
- The address to send your items to will be advised in our email correspondence to you.
- Please note that there is a minimal risk of items being lost in transit; we cannot be held responsible for such occurrences. We strongly recommend sending your items through a traceable method.
We are unable to process exchanges for international orders currently and apologise for the inconvenience this may cause. However, we will be happy to assist you with returns.
Kindly contact us at store[at]milkywayfamily.com for this. Customers will be responsible for mailing the items back to us.
We cannot be held responsible for items lost during shipping and strongly recommend a delivery method that provides a tracking number.