Returns Policy

All items must be received by Shawlbyvsnow in order for a customer to be eligible for a replacement or exchange. You shall ensure that the product is sent to us in the same condition as it was when received by you and is packaged properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.

If you are not completely satisfied with your purchase, you may return the Product to us within seven (7) days of receipt. The product shall be un-used, product tags shall not be tampered with, and the product shall be in the original brand packaging. This policy is applicable only to those products with NORMAL PRICE, any items on SALES are not valid for returns.

You may process returns through your nearest post office if you buy online or if you buy at our stores, we honour walk in.

 

Cancellation by customer ( non-faulty items )

  • For order which is not delivered yet
    • If you wish to cancel your order please contact our Customer Service Team on 03-5523 5872 or email at admin@shawlbyvsnow.com. No cancellation fees shall be applicable.
  • For order which has been dispatched
    • Once an order has been dispatched it cannot be cancelled
    • Please select your purchase items carefully, as once a product has been paid for, and goods received in working order, you will not be eligible for refund or exchange. 

 We do not accept returns for items ordered incorrectly or due to a change of mind.

 

What if I received a damaged item or wrong item?

All product descriptions, information and materials posted on this site are provided ‘as-is’ and without warranties express, implied or otherwise howsoever arising.

Product image as seen on the site may slightly differ from the actual product that you receive.

If the item you receive is faulty, please contact us and provide your Order Reference Number, your name and address, details of the Product and the reason for return, and whether you require a credit store refund or a replacement.

Upon receipt of the products, we will examine it and we will advise you on the status of the replacement or credit store refund (if any) via email as soon as practicable.

In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or debit card, or the payment details that you provided to us when you made your order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.

  1. Please email us at admin@shawlbyvsnow.com within 7 working day from the date of arrival.
  2. Postage fee for return will be under responsible of Velvet Snow Enterprise if confirmed we made mistake. ( On some occassions, we received email stating receiving false item, unfortunately once parcel is return, correct item found. To avoid the same hassles, postage fee refund will be return together with new parcel or you may request for credit store refund for the paid shipment fee )
  3. If you choose to have credit store refund instead of replacement, full credit store refund will be made for value of item only not inclusive postage.
  4. Customer can request for exchange with only any same amount or higher price which balance must be top-up.
  5. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.

 

What if I accidentally paid more than once?

It is important that customer do not click the pay button twice even when the browser does not responding. It is best to refresh or cancel the transaction and begin again.

  1. Please email us at admin@shawlbyvsnow.com as soon as possible.
  2. Customers must let us know the order number.
  3. Customer can choose to get the money back in monetary ( surcharge may apply ) or in store credit refund.
  4. Partial refund will be made - If customer request to receive in monetary. Customers are to bear any bank charges due to money transferring between banks. 3.6% from the total value will be deducted for the Admin Fee
  5. Full refund will be made - If customer requested to received in store credit.
  6. If requested by customer, we will refund the monetary value of goods returned to us based on below conditions (This include sale items)
    • 10% will be deducted from return item price for handling fee if the parcel has been sent or has arrived to you.
    • 6% will be deducted from return item price for handling fee if the parcel hasn’t been sent out.

 

Issue on color resolution / pattern

We have made every effort to display, as accurately as possible, the colors of our products that appear at the site. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate. The position of pattern/design may slightly different from what you see ( example : the position of the flowers may at different places).

You are always welcomed to email us at admin@shawlbyvsnow.com for advise.

  1. Please email us at admin@shawlbyvsnow.com within 7 working day from the date of arrival.
  2. The postage fee for return & re-send will be bear under customer's responsible mentioned as the above statement
  3. If you choose to have credit store refund instead of replacement, full credit store refund will be made for value of item only not inclusive postage.
  4. Customer can request for exchange with only any same amount or higher price which balance must be top-up.
  5. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.

 

(Exceptions to this area at the discretion of Velvet Snow Enterprise management).