Refund policy

Last updated: 19 October 2026

Each ARAJLL piece is made in limited quantities and inspected before it leaves us. This policy applies to orders delivered to Singapore, Malaysia, Thailand and Indonesia and explains how we help if something is not right. It covers four situations:

  1. Damaged or faulty garments.
  2. Incorrect orders.
  3. Size exchanges.
  4. Change-of-mind requests.

Please email hello@arajll.com before returning anything. We aim to reply within 2 business days (excluding weekends and Singapore public holidays).

1. Damaged or faulty garments

If a garment arrives with a manufacturing defect or damage, please contact us within 3 calendar days of delivery. Delivery is the date shown on the courier's tracking record. Please include:

  • your order number;
  • a clear description of the issue;
  • photographs showing the issue, and the packaging if it was damaged in transit.

We may ask for further reasonable information, or to inspect the garment, before confirming the claim. If we need the garment back, we will send you return instructions and cover the reasonable cost of the return.

Once we have confirmed that the defect or damage was present on delivery, you may choose between:

  • a replacement of the same garment, subject to availability; or
  • a full refund of the garment.

We cover the reasonable cost of returning the affected garment and of delivering any replacement, to any of our delivery destinations. For deliveries outside Singapore, we will agree the return method with you first, and we will not charge you delivery for the replacement.

2. Incorrect orders

If we have sent the wrong garment, colour or size, please contact us within 3 calendar days of delivery. Include your order number and photographs of what you received. Once we have verified the error, we will send you the correct item, or provide a refund if the correct item is not available or you prefer a refund. We will arrange and pay for the reasonable cost of returning the incorrect item and delivering the correct one, to any of our delivery destinations.

About the 3-day timeframe

Contacting us within 3 days helps us to investigate quickly, while the details are fresh. It is our customer-service procedure, not a cut-off for your legal rights. If you discover a defect later, please still contact us, and we will consider your claim in line with your statutory rights.

Please keep the original packaging and tags where you reasonably can, and avoid wearing, washing or altering a garment once you have noticed a problem. If tags are missing, packaging has been discarded or the garment has been worn, a genuine claim for a defect is not automatically refused.

3. Size exchanges

If you have chosen the wrong size, we are happy to exchange your garment for another available size of the same garment, on the following terms:

  • Request within 3 calendar days of delivery, by emailing hello@arajll.com with your order number, the garment and the size you would like. Please wait for our confirmation before sending anything back.
  • The garment must be unworn, unwashed, unaltered and in its original saleable condition, with all original tags attached and its original packaging.
  • Exchanges depend on stock availability. We will confirm whether your size is available before you return the garment.
  • On arrival, we will inspect the returned garment. The exchange is confirmed once it meets these conditions.
  • Returning your garment: please send it back using a tracked delivery service, at your own cost. We will give you the return address privately when we approve your request. Please keep your proof of postage.
  • Delivering your new size: a delivery charge applies to every size exchange, including orders that originally qualified for complimentary delivery. The charge is the same as our Standard delivery charge for your country: S$15 (Singapore), S$20 (Malaysia), S$30 (Thailand) or S$35 (Indonesia). Once we have received and inspected your returned garment, we will email you a secure Shopify payment request for that amount, and dispatch your new size within 2–3 business days of payment.
  • Size exchanges are for a different size only. We do not offer refunds for the wrong size or for fit preferences.

If a returned garment does not meet these conditions, we will explain why, share photographs of its condition, and arrange to return the original garment to you at your cost. We will not discard it.

Size exchanges from Malaysia, Thailand and Indonesia

  • You must have our written approval before you send anything back. Parcels sent without approval may not be accepted.
  • When we approve your request, we will give you a return-by date that allows reasonable transit time for an international return after the 3-calendar-day request window.
  • Please use a tracked international service and complete any customs documents required, at your own cost. Please keep your tracking number and proof of postage.
  • You pay the return shipping and the replacement delivery charge shown above.
  • Customs duties, taxes or handling fees may apply to the return or to the replacement parcel, and, where the law permits, are payable by you for voluntary exchanges. We do not promise refunds or exemptions for customs charges.

For voluntary exchanges from Malaysia, Thailand and Indonesia, customers are responsible for applicable return shipping, replacement shipping and customs-related charges, subject to applicable law. Customers must contact ARAJLL for approval and return instructions before dispatching merchandise.

Import duties or taxes previously paid to customs authorities or couriers are not automatically refundable by ARAJLL. Any eligible refund or relief must be requested through the relevant authority or courier.

Where merchandise is defective, incorrectly supplied or otherwise subject to mandatory consumer remedies, ARAJLL will fulfil its obligations under applicable consumer protection laws.

4. Change of mind

Subject to your statutory rights, we do not accept returns or give refunds because you have changed your mind, no longer want a garment, or dislike its colour or design after purchase, where the garment matches its description. For the wrong size, please see Size exchanges above.

Refunds

Approved refunds are made to your original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to show the credit.

Your statutory rights

Nothing in this policy limits or excludes your rights under Singapore law, including the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979, or any mandatory consumer rights that apply where you live. Where a garment is defective or not as described, you may be entitled to remedies under the law, including in some cases repair, replacement, price reduction or refund, in addition to what this policy offers. Remedies do not usually apply to damage caused by misuse, accident or normal wear and tear, or to a fault that was pointed out to you before purchase.

Contact

hello@arajll.com