FAQs – Kaleido

Shipping & Delivery

Are there any places in Singapore you don’t deliver to?

We do not deliver to:
P.O. boxes
Army camps
Hotels
Most offshore islands in Singapore

How can I check the status of my order?

You can check your order status anytime by logging into your account on our website:

1. Go to Account Summary to view your order details.

2. Once your order has shipped, a tracking number will be sent to you via email.

3. The same tracking number will also appear on your Account Summary page.

4. Use this tracking number on our delivery partner’s website to track your parcel’s delivery status.

How do I change my delivery information?

Once an order has been submitted, delivery details cannot be amended directly. But don’t worry, simply drop us a message here, and we’ll do our best to assist you.

Returns & Exchanges

Can I exchange my item?

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

Can I exchange sale or discounted items?

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

How many times can I exchange an item?

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

What if the new item costs less or more?

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.

Where can I exchange my item?

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

What if I can’t visit a store?

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.

Can the store reject my return or exchange?

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

Can I return my order?

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

How can I return my item(s)?

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

What do I need to include in my return?

Item(s) in their original condition and packaging, including tags.

Which items are not eligible for return?

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

How long will processing take?

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

How do I know if my return parcel has been received?

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.

How long is my Store Credit valid?

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.

Can I choose to exchange instead of getting 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

What do I do if I have received a wrong or defective item?

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.

Payment & Credits

What payment options do you accept?

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

What is Store Credit and how do I use it?

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.

What are the terms of use of Kaleido Store Credit?

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

Store Credit is valid for 6 months, and is non-transferable and non-refundable.

Gift Cards that have been converted into Store Credit in a Club Kaleido account cannot be reversed or retrieved back as Gift Cards.

Store Credit can only be accumulated and used on www.kaleido.sg and at our retail stores in Singapore.

Will my Store Credits expire?

Store credit is valid for 6 months from the date of issue and is automatically applied starting with your oldest credit first.

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