Returns and refunds

If you change your mind, you have 45 days from the day your order is delivered to return it. Below you will find how to return, what it costs, when you get your money back and what we can accept.

How to return

  1. Message us on WhatsApp +62 853 3911 2341 or email bali@snugbrandwear.com with your order number and the item(s) you want to return. We reply within a few hours during opening hours.
  2. We send you the return address and a short return note to put in the parcel. Please do not send anything to the address on the shipping label before you hear from us.
  3. Pack the item(s) unworn, with the tags on, in the original packaging or any sturdy bag or box.
  4. Send the parcel with a tracked service and keep the receipt. Send us the tracking number so we can watch it arrive.

Return options and cost

  • Tracked post or courier from Singapore — you choose the carrier and pay the return shipping.
  • Our mistake (wrong item, wrong size sent, damaged on arrival) — we pay the return shipping and send you a prepaid label. Tell us within 48 hours of delivery with a photo.

Original shipping charges are not refunded unless the return is our mistake.

Your refund

We refund within 7 days of the parcel reaching us, to the same payment method you used (card, Shop Pay, PayPal, Apple Pay or Google Pay). Your bank or PayPal may take a few more days to show it. If it has been longer than 14 days since your tracking shows delivery to us, send us the tracking receipt and we will chase it.

What we accept

  • Items in the same condition you received them: unworn beyond trying on, unwashed, tags attached.
  • If an item comes back washed, worn, altered, marked or damaged, we may deduct the lost value from the refund.
  • For hygiene reasons, bandeau tops and other pieces worn next to the skin must come back with the hygiene sticker and tags in place.
  • Gift cards and personalised pieces cannot be returned.

Exchanges

Want a different size or colour? Return the item and place a new order so you get the new piece fastest. If the item is faulty, message us and we will replace it or refund you — your choice.

Faulty items

Every piece is hand-checked before it leaves Bali. If something is wrong with the making of it, send us a photo on WhatsApp within 1 year of delivery and we will put it right.

Questions

  • Do I need the original packaging? No. Any clean, sturdy bag or box is fine.
  • Who pays return shipping? You do, unless the return is our mistake.
  • Where do returns go? To our workshop in Bali, Indonesia. We send you the exact address when you contact us.

More help

  • Delivery — options, times, tracking, duties
  • Orders — changing an order, tracking, problems
  • Returns and refunds — how to return, your refund, what we accept
  • Size guide — how to measure, flow pants, bandeau tops
  • Care — washing and keeping the colour
  • Payment — Shop Pay, PayPal, Apple Pay, Google Pay, cards
  • Contact us — WhatsApp, email, opening hours

PT. SNUG BRANDWEAR INTERNATIONAL LTD · Jl. Pempatan Munggu, Munggu, Mengwi, Badung, Bali 80351, Indonesia