customercare@loef.sg
productenquiries@loef.sg
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CONTACT US
HOW TO SHOP
SIZING INFORMATION
PAYMENT METHODS AND SECURITY
SHIPPING INFORMATION
RETURNS & EXCHANGES
FREQUENTLY ASKED QUESTIONS
Order Inquiries
If you have a question about any aspect of your order or our website, you may contact us at
Product Advice
If you would you like more information on the products featured on our website, some styling advice or even help in choosing the perfect gift, you may also email us at
Other Inquiries
Feedback and suggestions
feedback@loef.sg
Press and media/ Suppliers and designers/ Potential contributors/ Careers
management@loef.sg
1. Log into your account or create an account if you have not done so.
2. Use the CATEGORIES listed on the top and side bar to help you find what you are looking for. You can also shop by typing a keyword in our SEARCH function or by sorting the items by PRICE, ALPHABET or STOCK AVAILABILITY.
3. Once you have found an item you wish to purchase, select your size/colour (if applicable) and click on the ADD TO BAG button underneath each item. You will be directed to your SHOPPING BAG summary.
4. Click the CONTINUE SHOPPING button to shop further or click on the NEXT button to confirm your order and checkout. You may also click on any of the product categories directly to continue shopping.
5. If the item you’re interested in is sold out, click the NOTIFY ME WHEN AVAILABLE button to receive email notifications when the item is available. If you’re not logged in, remember to key in your email address before clicking on the button.
NOTE: Clicking on the NOTIFY ME WHEN AVAILABLE link under the product category page does not add you to the notification list. You will still need to click the NOTIFY ME WHEN AVAILABLE button found under the individual product page to receive notifications.
6. Review the items in your shopping bag at any time by clicking the MY BAG link at the top right corner of the page. Use the +,- buttons to adjust the qty or the trash bin icon to delete items from your shopping bag.
7. Click on NEXT to complete your order. You may also click the CHECKOUT button on the left at any time to complete your order.
NOTES
Please ensure that your contact details are filled in accurately so that we can contact you if necessary.
SALE PRICE ADJUSTMENT POLICY
LOEF is happy to offer a sale price adjustment on items purchased up to seven days prior to the commencement date of a sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved sale price adjustments will be credited to you in the form of a credit voucher which will be valid for 12 months.
We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price.
YOUR ACCOUNT
Register with us and you'll be able to enjoy the following benefits through your LOEF account:
- Track your orders and review past purchases
- Receive email updates on selected products by clicking directly on the NOTIFY ME WHEN AVAILABLE button under each product that has been sold out.
- Save your address and details so you can shop even quicker next time
- Manage your account details, address book and email preferences
To create an account, simply click on REGISTER at the top right corner of our website and fill in your details.
FORGOTTEN PASSWORD
If you have forgotten your password, click here to change it or follow the FORGOTTEN PASSWORD instructions on the LOG IN page.
Most of the items come in free size ie one size unless otherwise stated. Free sized items are usually made from stretchable or elastic materials. Hence, they can fit a range of sizes.
Please note that the UK sizes indicated are only meant as a gauge and the measurements provided under the product description should be used for better accuracy.
The chart below shows how Loef measures its apparels.
The following chart shows how you should take your measurements.
Tip: Record your measurements on a stick-on pad and keep it at hand whenever you're shopping with us. To ascertain whether an item fits you, compare your measurements with that provided under our product descriptions. For an item to fit you well, your measurements should be smaller than or equal to the maximum measurements of the product.
If you need more help, simply email productenquiries@loef.sg for advice!
You need not wait for an invoice to pay for your orders as stocks are updated automatically through the system. You can amend your order at any time by clicking MY BAG at the top right corner of our website. All payments are to be made in full immediately once you click the CONFIRM button.
We accept the following modes of payment.
1. Credit/Debit card: Loef engages a certified third-party Payment Service Provider to process payments online securely using secure-socket-layer (SSL) certificate authentication. SSL is encryption technology that provides security for information that's trasmitted over the Internet.
2. Paypal: Paypal is a secure online payment gateway that encrypts your card details in a secure host environment.
3. Bank transfers via Internet banking: We accept internet banking transfers from UOB, DBS and POSB accounts. Transfers are done via the website of the respective banks and we do not receive your account details through the transactions.
LOEF ACCOUNT DETAILS
POSB Savings 249-29167-6
UOB Current 420-301-554-7
IMPORTANT: After you’ve completed the banking transaction, please return to our website to update your ibanking nick and transaction ID.
Note: If you have clicked on "Pay via Internet Banking" but subsequently decided to pay via Paypal, you may login to your Paypal directly and send a payment to us at customercare@loef.sg. Kindly update us on your transaction id after you've done so to allow the system to track your payment.
CONFIRMATION OF ORDER
1) Your order is confirmed only when you click the CONFIRM button during the checkout process. If the item you have added into your shopping bag is the last piece and was confirmed by another shopper, you will receive a notification during the confirmation process that the item is no longer available. You will not be charged for items that are unavailable. Please click on the NOTIFY ME WHEN AVAILABLE button found on the individual product page to be updated on stocks availability for that item. Note that the NOTIFY ME WHEN AVAILABLE link found under the product category page does not add you to the notification list.
2) Once you've completed your order, you will receive an email from us with details of your order. Please check your spam if you do not receive our email. For emails directed to spam/trash, please click "Not Spam" and add our email addresses into your contacts so that future emails will be sent successfully to your inbox.
customercare@loef.sg
productenquiries@loef.sg
WHEN DO WE DELIVER
International deliveries:
- 6-8 working days
Deliveries within Singapore:
- Normal & registered mail: 2-4 working days
- Local courier: 1-2 working days
- Self-collection: To launch as many items as possible and to ensure that all shoppers receive their items as soon as possible, we focus very much on sourcing, preparing for launches, processing orders and preparing parcels in addition to mailing them out. However, there is only this much time we have. Hence, we need to distribute our working hours accordingly and are unable to do meet-ups or arrange for self collection.
IMPORTANT INFORMATION
1. We aim to dispatch all orders for instock items within 1-2 working days with the exception of sale periods where this may take up to 4 working days. Backordered items cannot be shipped at the time an order is placed, but will ship at a later date which will be indicated under the product description when you shop. Please be aware that backorder dates are approximate and subject to changes due to unforeseen circumstances.
2. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. LOEF is not responsible for any delays caused by the carrier.
3. We are unable to redirect orders once items have been dispatched.
4. You will receive an email notification when your parcel is shipped. You may email us at customercare@loef.sg to enquire about your parcel if you do not receive your parcel 5 working days (for deliveries within Singapore) or 14 working days (for international deliveries) after you receive the email notification.
5.To prevent confusion and miscalculation of stocks, we do not “hold” paid items to combine shipping for items from separate orders.
SHIPPING METHODS AND COSTS
International shipping is handled by Singpost. Shipping rates, quoted in Singapore Dollars are as follows:
Apparel
|
No. of Pieces |
1-2pc |
3-4pc |
5-6pc |
7-10pc |
11-15pc |
16-20pc |
>20 |
|
Africa/ Europe/ Oceana/US |
22 |
36 |
42 |
52 |
60 |
64 |
68 |
|
Asia |
15 |
25.50 |
34 |
45 |
50 |
54 |
58 |
|
Malaysia |
7.50 |
11.20 |
14.40 |
19 |
22.50 |
25 |
27 |
Bags and Shoes
|
No. of Pieces |
1 |
2 |
3 |
4 |
|
Africa/ Europe/ Oceana/ US |
36 |
42 |
52 |
60 |
|
Asia |
25.50 |
34 |
45 |
50 |
|
Malaysia |
11.20 |
14.40 |
19 |
22.50 |
All international orders are shipped via registered mail and are given a registered article (RA) number which can be used to track the parcels at Singpost’s website. Please email us at customercare.loef.sg to request for your article number.
Customs and Import Duties
Your order may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country.
Loef ships your package DDU, "duties and taxes unpaid", and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office.
Apparel
Normal mail: $1.50 for the first item and $0.50 for each additional item.
Registered mail: Charges are the same as normal mail with an additional charge of $2.25, regardless of the number of items in the parcel.
Local courier: $5.95 for 1-4 items, $7.95 for 5-8 items and $9.95 for 9 items and above.
Bags and Shoes
Normal mail: $2.50 per item
Registered mail: $4.74 per item
Local courier: $5.95 for 1 items, $7.95 for 2 items and $9.95 for 3 items and above.
Normal mail: There are no tracking numbers for normal mail and LOEF does not bear responsibility for lost/damaged parcel mailed via normal post. Hence, registered mail is recommended.
Registered mail: Parcels shipped via registered mail are given a registered article (RA) number which can be used to track the parcels at Singpost’s website. Please email us at customercare.loef.sg to request for your article number.
In order to maintain a low pricing for our products, we do not accept returns or exchanges except for faulty items. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
1. To qualify for a return, please email us at customercare@loef.sg within 3 days of receipt of the item with the following
- your name and email address you used to register your LOEF account
- detailed description of the defect
- photos of the defect
2. We will reply you to notify you on whether the item the item qualifies for an exchange/return. Please send the item back to us within 3 working days from the date of the email. Please include your name and return address on the back of the envelope.
3. Once we have verified that the item is in its original unwashed/unused condition, we will repair it or mail you a new piece or effect a refund in the same mode your payment was made. You may also opt for a credit voucher instead of a direct refund. Please note that refunds are available only if the item is out of stock or if the item is irreparable. Otherwise, the return will only qualify for an exchange of the same item.
REIMBURSEMENT OF POSTAGE TO MAIL DEFECTIVE ITEM BACK
LOEF will bear the postage costs of mailing the defective item back to us by giving a reimbursement in the form of LOEF credits. We will also bear the postage for sending a new piece to replace the defective item if stocks are still available.
COLORS
We have made every effort to display as accurately as possible the colors of our products that appear on LOEF. However, there are limitations in the reality of colors captured by camera lens. Lighting, a crucial element in capturing details of the items may also cause certain colours to appear 1-2 shades brighter.
Also, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
- I keep getting "Authentication Error" when I try to login to my account.
- I added an item which is now "unavailable" into my shopping bag and now I can't seem to delete it from my bag. What should I do?
- An item I am keen on was sold out so I clicked on NOTIFY ME WHEN AVAILABLE. I notice the item is now available but I did not receive any updates on it.
- I've paid via internet banking. How do I get back to the page where I'm supposed to enter my transaction details?
- I chose internet banking as my payment mode but changed my mind and now I want to pay via Paypal. Do I need to re-order?
- I have made my payment. What's next?
I keep getting "Authentication Error" when I try to login to my account.
Did you create an account with loef.sg? If you did, it is most likely that either your email address is incorrect or your password is incorrect. Please ensure that your CAPS LOCK is not turned on as the password is case sensitive. You can also click on Forgot your password? to reset your password.
I added an item which is now "unavailable" into my shopping bag and now I can't seem to delete it from my bag. What should I do?
This happens when the last few pieces of the item are added to your bag but someone else has completed the checkout process and paid for the last piece before you. If the " - " icon or trash icon does not work, please log out and re-login again.
An item I am keen on was sold out so I clicked on NOTIFY ME WHEN AVAILABLE. I notice the item is now available but I did not receive any updates on it.
Firstly, you need to ensure that you've clicked on
found on the individual product page. Clicking on the
which is found on the main product page DOES NOT add you to the notification list.
It only brings you to
, which you will need to click to receive updates on this item when it gets restocked.
If you have clicked on the button but did not receive any updates, the email could have got sent to your spam. Click NOT SPAM if you received it under your spam and add customercare@loef.sg to your email contacts to ensure that our emails get sent successfully to you. Please email us at customercare@loef.sg if you are still unable to receive our notifications.
I've paid via internet banking. How do I get back to the page where I'm supposed to enter my transaction details?
Once you've confirmed your order and clicked on the Pay via Internet Banking link, you will receive an email from us with a link to the page where you can enter your transaction details. Click on the link and you will be directed to the relevant page.
I chose internet banking as my payment mode but changed my mind and now I want to pay via Paypal. Do I need to re-order?
No you do not need to reorder. You can login to your Paypal account and send money to customercare@loef.sg within 20 minutes. You will then need to go back to your transactions page or click the link given in our email "Lilies of e Field: Internet Banking Details" to get to the page. Enter your transaction details as follows:-
Bank account paid to: POSB
Transaction ID: Paypal payment
IB nick: Enter the email address under your Paypal account (We will have NO access to your Paypal account. This email address is only used to verify your payment)
I have made my payment. What's next?
We process all orders within 1 working day ie Monday - Friday. Your parcel will be mailed within one working day, unless we have stated that the item is not instock and will arrive at a later date. Once your parcel is sent out, you will also receive an email notification to update you of your order status. Please note that there may be a time lag between the status update and the time the email gets delivered to your mailbox. You may log in to your loef account on our website to get up-to-minute information on the status of your order. Please add our email customercare@loef.sg to your contacts to ensure that our email does not get sent to your spam inbox.