Terms & Conditions

SIZE SELECTION

For the best fit of your waist trainers, refer to the instructions on selecting your right size which can be found here. Due to the 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. 

LOCAL & INTERNATIONAL DELIVERY

Qxpress Singapore

All local deliveries are made by our third party courier (Qxpress Singapore). Orders are shipped daily from Monday to Friday excluding weekends, the eve and public holidays.

We will require at least 16 hours to process your orders and book a Qxpress pick-up. Delivery will take 1-3 business days between 12-8 PM after you receive your tracking number.

Unfortunately, requests for specific timing of delivery is not allowed. You can input remarks during checkout, however, we cannot promise that your requests are fulfilled (i.e. call before arriving, leave parcel outside door etc.). Please ensure that someone is available at the mailing address to receive the parcel.

DHL Singapore 

All international deliveries are made by our third party courier (DHL Singapore). Orders are shipped daily from Monday to Friday excluding weekends, the eve and public holidays.

We will require at least 16 hours to process your orders and book a DHL pick-up. Delivery will take 1-4 business days after you receive your tracking number.

Unfortunately, requests for specific timing of delivery is not allowed. You can input remarks during checkout, however, we cannot promise that your requests are fulfilled (i.e. call before arriving, leave parcel outside door etc.). Please ensure that someone is available at the mailing address to receive the parcel. If you require to leave your parcel at the doorstep, it is available only for the United States. 

The countries that are available are Malaysia, Brunei, Hong Kong, Indonesia, Macau, Philippines, Thailand, Vietnam, Korea, Australia, New Zealand, Japan, Cambodia, Maldives, United States of America, United Kingdom, France and United Arab Emirate.

DHL and Waistlab are not responsible for any lost parcels. You may contact DHL for any further investigations. 

Failed Deliveries

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

To get your parcel redelivered, you will have to pay a convenience fee of $5 for us to re-book a courier pick with Qxpress. Alternatively, our customer relations personnel will contact you for an option to self-collect at our showroom.

For DHL, they will attempt to re-deliver the parcel a few times.  If it is still unsuccessful, they will put up a case after that to get DHL Singapore to check with us for further instructions. 

In case of an incorrect address, there will be an address correction fee of SGD$16 for a re-delivery charge. In the event that we are not able to proceed with your address’s postal code, please contact DHL’s customer service and they will assist you further. 

Customs and Destination Duties

Customs duty is a tax that is determined by the customs authority of your country based on product type, known as commodity, value, weight and dimensions.

Customs duty is established by your customs authority. Duty, tariffs, and taxes are the responsibility of your customer. If you are required to pay duties or taxes by your customs authority you must pay this to the shipping carrier prior to receiving the package. Once the taxes are paid, you will be allowed to pick up the package or the shipping courier will drop it off at your doorstep. Please contact the carrier to inquire about their policy. 

In the case that you were to reject the customs duty, DHL’s customer service team will contact you. Some destinations might still demand full payment to be settled before being able to return to Singapore. Waistlab will not be absorbing the cost of it. The item will be sent back to Singapore and you will not be receiving it. 

Shipping Rates

All shipping rates are LIVE provided by the carrier, these rates are coming directly from the shipping carriers and we have no control over the shipping rates. Each carrier will have a different rate.

ORDERS

Cancellations & Refunds

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

Order Cancellation

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’ and include your order number for us to expedite the issue. Please find your order number in the email receipt sent to you (i.e. #4312).  Do allow us to reply you and process the refunds by the end day.

RETURNS & EXCHANGES

Returns & Exchanges are strictly not applicable for orders:

  • Paid with Hoolah
  • Delivered with international shipping by DHL, with the exception of our return policy below

Returns

We strictly do not accept any returns due to the nature of our products (i.e. intimate garment) and hygiene purposes. If you have any issues with your waist trainers, please approach us via Instagram Direct Message or through our contact box.

Returns are only applicable if the product you've received is:

  • Faulty
  • Incorrect or missing

Exchanges

If you wish for an exchange of your item, there will be a charge of $4.50 for the redelivery of the new item. This will be for our courier service by Qxpress to ensure that your item is promptly delivered to you safely. Please approach us within 7 days of the date you received your order via Instagram Direct Message or through our contact box. 

Exchanges are only applicable if the product you've received is:

  • Faulty
  • Incorrect or missing

Received Incorrect Item

In the case where you received the 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

PRODUCTS & RESTOCK

  • Our products are restocked monthly. For specific restock dates and specific sizes that you need, please send us an enquiry, and we will inform you about their availability within 2 business days.

  • PRICE & PAYMENT

  • Prices & Promotions

    All prices are subjected to change without prior notice. 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

    Payment

    We accept debit/credit (Mastercard / Visa / American Express).

  • We also accept payments made by Hoolah that allows you to make payment with 4 interest-free installments with either debit or credit cards. Learn more about Hoolah.

  • 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