GENTLEWOMAN SINGAPORE

Terms & Conditions · Exchange & Return Policy · Delivery Policy

1. TERMS & CONDITIONS

1.1 General Use of GENTLEWOMAN Singapore

Welcome to the GENTLEWOMAN Singapore website (the "Website"), operated by Grand Brands Asia Pte. Ltd. ("GENTLEWOMAN Singapore", "we", "our" or "us").

By accessing this Website, you agree to these terms and conditions (the "Terms"). If you do not agree to these Terms, please do not use this Website. Continued use of the Website, or placing an order, constitutes your acceptance of these Terms.

The Website is provided solely for your personal use to purchase clothes, accessories, and other items ("Items") of GENTLEWOMAN. Products purchased through the Website are sold by Grand Brands Asia Pte. Ltd., the authorised Singapore distributor and operator of GENTLEWOMAN in Singapore.

Product images on the Website may not exactly correspond to the actual garments due to differences in device screens, browsers, or display settings. Please read these Terms carefully before placing an order.

To purchase Items on this Website, you must:

•        Be at least 18 years of age, or be purchasing with the involvement and consent of a parent or legal guardian;

•        Hold a valid payment card or account accepted by our payment service provider; and

•        Warrant that all personal information provided when registering or placing an order is true, accurate, and current.

If your personal information changes, please update your account profile. You agree not to impersonate any other person or entity, or use a name you are not authorised to use.

We may amend these Terms from time to time at our discretion. Continued use of the Website following any such change constitutes your acceptance of the Terms as amended.

Our obligations are limited to providing access to and use of the Website and the sale of Items in accordance with these Terms. We are not liable for any inconvenience or damage inherent to use of the internet, including service interruptions, third-party intrusion, or computer viruses, except to the extent otherwise required by applicable law.

This Website may contain links to third-party websites not operated by us. We have no control over, and accept no responsibility for any loss or damage that may arise from your use of such linked sites; your use of them is subject to their own terms of service.

GENTLEWOMAN Singapore uses reasonable security measures to protect personal user information against unauthorised access, use or disclosure.

For information on how we collect, use, and protect your personal data, please refer to our Privacy Policy.

1.2 Transfer of Risk and Ownership of Products

Products are under your responsibility from the moment of delivery to you, or to a third party nominated by you, in accordance with the applicable delivery arrangements.

You take ownership of the products upon our receipt of full payment (including applicable delivery charges), or at the moment of delivery, whichever is later.

Nothing in this section limits or excludes any rights or remedies available to you under applicable Singapore law.

1.3 Prohibited Conduct

Misuse of GENTLEWOMAN Singapore website is prohibited.

You must not:

•        Commit or encourage a criminal offence;

•        Transmit or distribute a virus, trojan, worm, logic bomb, or other technologically harmful material, or post content that is in breach of confidence, offensive, or obscene;

•        Attempt to hack into, or affect the performance or functionality of, any part of the Website or its underlying systems;

•        Corrupt data or cause annoyance to other users;

•        Infringe the proprietary rights of any other person;

•        Send unsolicited advertising or promotional material ("spam"); or

•        Attempt to affect the performance or functionality of any computer facilities of or accessed through this Website.

If found breaching this provision, Grand Brands Asia Pte. Ltd. reserves the right to report such misuse to the relevant law enforcement authorities where appropriate.

The company prohibits the commercial use of images of the brand, taking unauthorised pictures or videos of products in stores, and any actions in stores that adversely affect the brand's image, other customers or the operations of our staff.

The company reserves the right not to sell products to resellers or cancel orders where there are reasonable grounds to believe that a person is purchasing products for unauthorised resale or commercial purposes.

The company reserves the right to determine whether to accept or cancel an order where there are reasonable grounds to believe that the order is intended for unauthorised resale or otherwise breaches these Terms.

Any such decision will be made in accordance with applicable law.

1.4 Pricing

Displayed prices are in Singapore Dollars (SGD/S$) and are inclusive of applicable Goods and Services Tax (GST). Prices are subject to change in response to markdowns and other commercial factors; the price applicable to your order is the price displayed at the time your order is accepted.

If we discover a pricing error on an order you have placed, we will inform you as soon as possible and give you the option to confirm the order at the correct price or cancel it. If we are unable to contact you, the order will be treated as cancelled and any amount paid will be refunded in full.

Any applicable delivery charges, where applicable, will be displayed separately at checkout before you complete payment.

1.5 Payment

We accept payment via the methods made available on the GENTLEWOMAN Singapore Website from time to time, which may include Visa, Mastercard, American Express, Apple Pay, Google Pay, and other methods supported by our appointed payment gateway.

Card payments are processed by our appointed electronic payment service provider through secure, encrypted protocols. Card details are not stored or accessed by us except where necessary to process your purchase, prevent fraud, or comply with applicable law.

Payments are subject to verification and authorisation by the card-issuing entity. If authorisation is declined, we will not be liable for any delay or failure to deliver, and the transaction cannot be completed.

1.6 Pre-Order Terms & Conditions

1.      Pre-order Items are not available for immediate shipment and will be delivered according to the estimated timeline stated on the relevant product page. Timelines may change due to production, logistics, or other circumstances beyond our reasonable control.

2.      Pre-order Items are available in limited quantities and for a limited period; we reserve the right to close pre-orders once the allocated quantity or period has been reached.

3.      Full payment must be completed within the payment period stated at checkout. Orders not paid within this period may be automatically cancelled.

4.      To ensure efficient production planning and order fulfilment, once full payment has been received and the pre-order confirmed, the order cannot be modified, transferred, or cancelled for change of mind, except where required by applicable law.

5.      All pre-order purchases are final. Refunds or exchanges will only be considered if the customer reports the issue within 7 days of receiving the product and the Company has verified that the product contains a manufacturing defect, the Item received does not match the order placed, or in any other circumstances required by applicable law.

6.      GENTLEWOMAN Singapore reserves the right to amend or update these terms and conditions from time to time as deemed appropriate. Any such amendments or updates will not affect orders that have already been confirmed.

 

2. EXCHANGE & RETURN POLICY

2.1 Online Orders — Exchange

Items purchased online may be exchanged within 7 days of the date of receipt. To request an exchange, contact us at help@grandbrandsasia.com with your order details and valid proof of purchase.

Items must be unworn, unused, in their original condition, and with original tags attached. We will inspect returned Items before processing any exchange; Items that do not meet this condition will not be accepted and will be returned to you at your cost.

Exchanges are subject to availability of the requested size, colour, or style. If the requested Item is unavailable, you may select an alternative item of equivalent value, or another remedy available under this policy.

Exchanges can only be done once per order/item.

2.2 Online Orders — Returns

You may request a return and refund within 7 days of receiving your order, subject to this policy. Please contact us at help@grandbrandsasia.com before shipping any return, so we can confirm your request and provide return instructions; you will need to provide valid proof of purchase.

Items must be unworn, unused, in their original condition, and with original tags attached; we will inspect returned Items before processing. Items that do not meet this condition will not be accepted and will be returned to you at your cost.

Packaging. Returned Items must be repackaged in their original packaging, or in packaging that reasonably protects the Item in transit (including any dust bags provided with the Item). We reserve the right to decline a return, or treat it as not meeting this policy, where the Item is not adequately packaged.

Processing time. Once we receive your returned Item, our team will contact you to confirm receipt and next steps; this typically takes 7–10 working days.

Refund method:

•        For change-of-mind returns, refunds are issued as store credit, unless we state otherwise.

•        Where a return is due to a manufacturing defect or non-conforming Item, and the claim is approved, a refund will be made to your original payment method within 15 days of approval.

Refund calculation. In the event of any dispute over the refund amount, the refund will be calculated based on the cash value actually paid for the Item as shown on your invoice (after any promotional codes applied), and will not include delivery charges.

Gift With Purchase (GWP). Where your order included a complimentary Gift With Purchase, and the value of the order falls below the applicable GWP qualifying threshold as a result of your return, the GWP must also be returned. If the GWP is not returned, its value may be deducted from your refund.

Refund processing times to your account may vary depending on your bank or payment provider.

Nothing in this policy affects your statutory rights or remedies under applicable Singapore law.

2.3 In-Store Purchases

Items purchased in-store may be exchanged for a different size, colour, or style within 7 days of purchase, on presentation of the product and original receipt (or other valid proof of purchase) at the branch of purchase.

Conditions:

•        Only full-priced Items, in original condition with tags intact, are eligible for exchange.

•        Exchange can only be done once per order/item.

•        Exchanging for a lower-value Item: no refund or reimbursement of the difference in price.

•        Exchanging for a higher-value Item: a top-up payment is required.

We do not accept change-of-mind returns for in-store purchases. This does not affect any rights or remedies you may have in relation to defective or non-conforming products under applicable Singapore law.

2.4 Sale Items and Excluded Categories

Sale items, underwear, swimwear, accessories, and jewellery cannot be exchanged or returned for change-of-mind reasons. Normal wear and tear is not considered a defect, and cannot be exchanged or returned.

This exclusion does not affect any statutory rights or remedies you may have under applicable Singapore law.

2.5 Orders in Transit

Once an order has been paid for and is being shipped, changes to the order or cancellations are not permitted. Exchanges or returns may only be processed after the Item has been received. If the desired replacement is out of stock, an alternative Item may be offered, subject to availability and the applicable exchange conditions.

2.6 Return Shipping Costs

We will cover reasonable return shipping costs where the Item is defective, damaged prior to delivery, incorrectly supplied, or otherwise subject to a return remedy for which we are responsible. For change-of-mind returns of non-defective products, the customer is responsible for return shipping costs. Original shipping fees are non-refundable.

2.7 Proof of Purchase

All exchange or return requests must be accompanied by valid proof of purchase confirming the date of purchase or receipt. Send your request and proof of purchase to help@grandbrandsasia.com.

2.8 Customer-Damaged Products

We reserve the right to decline an exchange or return where the product has been damaged due to customer use, misuse, improper care, alteration, or any other act or omission by the customer — including use of the product in a manner not reasonably intended for it, or unauthorised modification of the product. This does not affect any statutory rights that cannot legally be excluded.

2.9 GENTLEWOMAN Universe.

Exchanges are permitted only for Items within GENTLEWOMAN Universe, where applicable. Exchanges or returns between GENTLEWOMAN and GENTLEWOMAN Universe products are not permitted.

 

3. DELIVERY POLICY

3.1 Delivery Area

Orders are sent to the delivery address you provide at checkout. We currently deliver to addresses within Singapore only. We may be unable to accept certain restricted locations, PO Boxes, military installations, or other addresses our appointed delivery partner cannot service. Should a delivery attempt to such a location fail, you will be responsible for any associated delivery charges.

We can only accommodate one delivery address per order. If you would like items delivered to multiple addresses, please place separate orders for each address.

3.2 Delivery Timing

Once your order is successfully placed, you will receive a confirmation email. Orders are generally processed and dispatched within 1–3 working days.

Once dispatched, orders are delivered via our appointed 3^rd party service provider.

Standard delivery: typically 1–3 working days.

Peak periods (promotional campaigns, festive seasons, product launches, and other high-volume periods): delivery may take longer than usual, typically 5 working days.

Delivery times are estimates only and may be affected by circumstances beyond our reasonable control, including courier delays, weather, or operational disruptions.

3.3 Delivery Charges

•        Free shipping for orders of S$100 and above

•        Flat rate of S$7 for orders below S$100

The applicable delivery fee is displayed at checkout before payment is completed.

3.4 Order Tracking

Once your order is dispatched, a tracking number or link will be provided by email or on your order page.

3.5 Incorrect Personal or Delivery Information

If you notice an error in your personal or delivery information after checkout, contact our customer service team as soon as possible with your order number and the correct details. We will make reasonable efforts to accommodate changes, though this cannot always be guaranteed once an order has been processed or shipped; changes to a delivery address are generally not possible after dispatch.

3.6 Failed Delivery Attempts

If delivery cannot be completed because no authorised recipient is available, our delivery partner may attempt redelivery or arrange alternative delivery. Where additional delivery charges arise due to circumstances attributable to the customer, those charges may be borne by the customer.

3.7 Damaged Parcels

If your parcel arrives damaged, contact our customer service team as soon as possible with your order number, photographs of the external packaging and the product, and a description of the damage. We will investigate and arrange an appropriate resolution.

3.8 Incorrect Item Received

If you receive an Item that does not match your order, contact our customer service team with your order number and photographs of the Item received. Where the error is confirmed to have originated from us, we will arrange a replacement or refund and bear the reasonable return shipping costs.

4. INTELLECTUAL PROPERTY

Unless otherwise stated, all intellectual property rights in content on this Website — including but not limited to copyright, trademark, registered and unregistered designs, database rights, domain names and goodwill in all content presented on this Website, including all text, graphics, logos, photographs, and images (collectively, "Intellectual Property Rights") — are the exclusive property of Grand Brands Asia Pte. Ltd., GENTLEWOMAN Co., Ltd., or their respective licensors, and are protected by applicable law.

Commercial use of any content, including reproduction, modification, distribution, or transmission, is prohibited without the prior written consent of the relevant rights holder.

5. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, we shall not be liable for any indirect, incidental, or consequential loss arising from your use of the Website or purchase of Items, including loss of data, loss of profits, or business interruption.