Return & Exchange Policy

Return & Exchange Policy

  • All return/exchange requests must be made within 7 days of receiving your order.

  • Only applicable for full-priced items in original condition — unworn, unwashed, with tags intact.

  • Sale items, giveaway/contest items are not eligible for return or exchange.

  • Exchanges are allowed for:

    • Same product in a different size or colour

    • Other items of equal value

  • For different-priced items, store credit will be issued for repurchase.

Refund Policy

  • Refunds are only provided for:

    • Received Incorrect items 

    • Faulty or damaged items

    • Orders not received after 60 days

  • Not refundable: wrong size ordered, change of mind, or gifts.

❌ The following are not considered faulty:

  • Colour variation (±20%)

  • Minor imperfections (minor loose threads, creases)

  • Self-inflicted damage

  • Measurement differences (±3cm)

How to Request a Return or Exchange

Contact us via:

  • WhatsApp: +6018 260 4939

  • Instagram Inbox

Provide:

  • Order ID & proof of purchase

  • Description & photos of issue

📦 Return shipping is the customer’s responsibility. If the item is out of stock, store credit will be issued.

Return Address

Contact customer service to get the return address and follow the return instruction below:

  • Label parcel as “RETURN” and include a note with your Order ID and exchange request.
  • Parcels without a Order ID and exchange request note will be processed last, as additional time is required for us to trace the details.

Processing Time

  • We’ll respond within 24 hours

  • Refunds/exchanges processed within 7–10 business days after item is received

  • All refund excludes shipping fees

If you’re not fully satisfied, we’re here to help. Thank you for shopping with FLOE ACTIVE 💛