FAQ

HOW TO SELECT MY SIZE?

For the best fit of your waist trainers, refer to the instructions on selecting your right size which can be found here. Due to our strict no-exchange policy, please do not assume your size.

Please approach us via Instagram Direct Message or through our Contact Box, we are here to assist you in selecting the right size for your body type as the size chart is only a guide. 

HOW DO I ENTER A PROMO CODE?

You can enter your coupon code in the Shopping Cart section before you check out.

PROMOTIONS

All promotion dates are fixed and will not be extended unless otherwise stated. For the latest updates of our promotions, follow us on our Instagram @waistlab.co

DELIVERY

Read more here 

CANCEL OR CHANGE ORDER

Can I amend or cancel my order?  

There is a time limit of 30 minutes in which you decide to cancel or change your order.

To cancel your order

Approach us within 30 minutes from the time-of-order via Instagram Direct Messages or through the Contact Box and include the header ‘CANCEL ORDER’ to expedite the issue with the following information in the message:

  1. Your order number (i.e #4312)
  2. Reason for cancellation

I haven’t received my parcel. What do I do?  

Don’t worry, you may first check your parcel’s journey via the tracking code given to you in your email (Given to you within 48 hours from your placed order). To check the tracking of your package, please click the link here and enter your tracking code i.e QS123456789.

If you have trouble retrieving information about your delivery contact us via Instagram Direct Message or through our Contact Box with your order number and we will be happy to assist you.

Failed Delivery

In the case of a failed delivery, Qxpress will attempt to re-deliver the parcel on the following day. There will be a total of 3 re-delivery attempts before the parcel is sent back to us.

Incomplete or wrong address

Oh no! In the case where your address is incomplete, we will not be able to book a courier pick-up with Qxpress. This will cause a delay in processing your order. Please contact us immediately if you realise that your address was incomplete.

If you have keyed in the wrong address, please approach us via Instagram Direct Message or through our Contact Box.

RECEIVED WRONG OR DAMAGED GOODS

I received a defective item! What should I do?

We are extremely sorry for sending you a defective product despite our intensive quality check. We sincerely apologise for any inconvenience caused.

In the case where you received a defective item, please approach us via Instagram Direct Message or through our Contact Box with the following information immediately:

  1. Your order number (i.e. #4312)
  2. The name of the product
  3. Photograph of defect

We will be in touch within 24hrs on the next steps to take and advise on the availability of a replacement.

I received an incorrect item! What should I do?

We are really sorry for mixing up your order and we sincerely apologise for any inconvenience caused.

In the case where you received an incorrect item, please approach us via Instagram Direct Message or through our Contact Box with the following information immediately:

  1. Your order number (i.e. #4312)
  2. The name and size of the product you ordered
  3. The name and size of the product you received
  4. Photograph of the incorrect item

We will be in touch within 24hrs on the next steps to take and advise on the availability of a replacement.

An item is missing from my parcel! What should I do?

We are so sorry for missing out on your item! But don’t worry we will send it to you.

In the case where an item is missing please approach us via Instagram Direct Message or through our Contact Box with the following information immediately:

  1. Your order number (i.e #4312)
  2. What is the missing item and size
  3. Photograph of the items received

We will be in touch within 24hrs on the next steps to take and advise on the availability of a replacement.

HOOLAH

What is Hoolah?

Hoolah is a fintech company that allows retailers to offer customers (like you!) to buy now and pay later. Their installment system allows you to pay 4 equal installments at 0% interest over 2 months. For more information about Hoolah, read more here.

Who can use Hoolah?

Hoolah is only available to Singaporeans aged 18 years old and above. When signing up with Hoolah, please provide the following details:

  1. A Singapore NRIC or FIN number
  2. A mobile phone number issued with a Singapore prefix (+65)
  3. A valid email address
  4. Credit card / Debit card issued by a financial institution

Do I have to pay extra to use Hoolah?

No, you don’t have to! There is a 0% interest made when you make your installments.

How do I know when my next payment for the installments with Hoolah will be? 

Reminder emails will be sent before the due date by Hoolah. 

Can I make a refund or exchange with Hoolah?

Unfortunately, we do not accept any refunds or exchanges for orders made with Hoolah.

Where can I learn more about Hoolah?

For more information about Hoolah, you may visit their website.

RECYCLING REBATE

What is the Recycling Rebate?

Waistlab is currently transitioning to a more eco-friendly company, and we hope to give back to the environment to the best of our abilities. We understand that after many of you successfully downsize, your previous waist trainer will not be used.  Let us help you by gifting you a discount on the spot when you come over to our showroom, while we recycle the waist trainer’s parts after you bring it back to us.

Is everyone applicable for the Recycling Rebate?

It is only applicable for our #WomenofWaistlab with Waistlab waist trainers. We do not accept waist trainers that were bought before June 2019.  Please prepare your: 

  1. Order number from when you purchased / Date when you purchased 
  2. Mobile phone number issued with a Singapore prefix (+65)
  3. Valid email address
  4. Previous waist trainer(s)

Can I bring a different brand’s waist trainer?

No, you can’t! We will only be accepting Waistlab waist trainers.

What will the discount be for my next waist trainer?

It will be $10 off for every waist trainer that you trade in. Please note that you’ll have to purchase a new waist trainer at the same time that you’ll be trading in. 

Can I mail back my old waist trainer and get a discount code instead? 

No, you’ll only be able to enjoy the discount when you come over to our showroom. You’ll have to trade-in your old waist trainer and purchase a new waist trainer at the same time.

How will Waistlab be recycling the waist trainers? 

We’re still looking around for the best solution on recycling the different materials of our waist trainers. We understand the metal can be recycled with NEA. If you have any suggestions, we’d love to hear it. You can WhatsApp us at +65 98525456 or DM us at @waistlab.co. 

CAN’T FIND WHAT YOU’RE LOOKING FOR?

Don’t worry! You can always contact us through the Contact Box and Instagram Direct Messages. We are more than happy to assist you.