Frequently Asked Questions

Yes! We want you to love your purchase! You can exchange items within 30 days of purchase (online or in-store), as long as they are unworn and in original packaging.

*Earrings and hair accessories are not exchangeable due to hygiene reasons

No, sale or discounted items cannot be exchanged or returned (unless specifically stated).

Each item can only be exchanged once, and all exchanges are final.

If the new item is cheaper, the balance can be used on another item (no cash refunds). If the new item is more expensive, you’ll pay the difference.

Exchanges can only be made in-store. Please bring the item along with your order receipt (available in your online account).

If you can’t come in, you can return your item by tracked mail. Refunds will be issued as store credit, which you can use for your next purchase.

Yes, items that don’t meet the conditions (e.g., worn, washed, or without packaging) may be rejected.

Yes! You may return your order within 30 days from the date it was received or collected. Returns will be refunded as Store Credit.

You may return them in-store or by tracked mail.

Item(s) in their original condition and packaging, including tags and a completed return form

Earrings and hair accessories (for hygiene reasons)
Sale or discounted items (unless otherwise stated)
Orders with promo codes are returnable, unless the promo code states otherwise

Your return will be processed within 14 business days of us receiving your item(s).

You will receive an email confirmation once we have received your return parcel. After that, we will process your return and issue store credit to your account within 14 business days. If you have not heard from us after 14 business days from the expected delivery date, please email us at hello@kaleido.sg with your Order ID and your return parcel tracking number so we can assist you.

Store Credit is valid for 6 months from the date of issue. It can be used both online and in-store. Please ensure you have a membership account to receive Store Credit.

Yes! If you are entitled to a refund, you may choose to:
1. Exchange the item
2. Receive a Kaleido gift card of equivalent value

We’re very sorry you’ve received a wrong/defective item. Please email us at hello@kaleido.sg as soon as possible with your Order ID and clear photos of the item. Our team will review your case and assist you promptly.

We accept payments via Visa, Mastercard, American Express, PayPal, GrabPay, ShopBack, and Atome. Take your pick!

Store Credit is issued for eligible returns and expires after 6 months. You can also deposit an existing Gift Card into your account to receive Store Credit.

Store Credit can be used as a payment method for both online and in-store purchases.

Use Online: Drop us an email at hello@kaleido.sg and we will assist you further.

Use In-Store: Inform the cashier that you’d like to use your Store Credit for your purchase.

You’ll receive Store Credit in your Club Kaleido account for eligible returns within 14 business days from when we receive your order.