CONTACT US

By Email:
customerservice@livebysocial.com

Operating Hours:
Monday – Friday: 9AM – 6PM (Singapore time)
Saturday: 9AM – 12PM (Singapore time)
excluding Sundays and Public holidays

NEWSLETTER

SOCIAL newsletters are the best ways to find out more about SOCIAL’s new products, events, sales and special discounts. If, however, you wish to unsubscribe, please click on the “Unsubscribe” link at the bottom of any email sent to you by us.

ORDERS

We usually process and set to deliver your order within 3 business days from the date the order is placed.

Products currently stocked in our warehouse may take 2 to 4 business days (for domestic orders) or 3 to10 business days (for international orders) from the date the order is processed, for delivery to your specified address. This applies to most of our in-stock items, unless otherwise specified.

Please note that if any item in your order is out of stock, we will only ship the available items on the order and you will be notified accordingly. If you have any queries on the status of your order or otherwise, please email us at customerservice@livebysocial.com.

We do not presently accept back orders, but, if there is a particular style or brand you desire, do feel free to email and check with us. We will try our best to meet your requests.

We do not presently provide the option to put an item “on hold”, for purchase at a later date. You may wish to click the ”star” icon for a product to add it to your wish list.  Please note that clicking the “star” icon does not oblige SOCIAL to place the item “on hold” for you.

PRICES

All our items are priced in Singapore dollars. SOCIAL is a non-GST registered company, and does not charge any goods or services tax (GST).

If we discover an error in the price of any product you have ordered, we will notify you of this as soon as possible. You may elect to purchase the product at the correct price, or cancel your order in respect of that product within 7 business days from the date of notification. If we do not receive a response from you, we will proceed to cancel the order entirely.

We do our best to provide the most competitive prices. However, we shall not be obliged to match the price of any item being sold elsewhere.

PAYMENTS

SOCIAL presently uses PayPal as a payment method. We accept online payment via PayPal accounts or major credit or debit cards. You may not need to have a PayPal account to make payment.

PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.  For more information please visit www.paypal.com.sg. You should read the terms and conditions as set out on PayPal’s website carefully.

Unfortunately, we are not in the position to assist with problems relating to PayPal accounts. Please kindly contact PayPal directly.

DELIVERY

Please note that delivery will not be made to P.O. boxes whether for domestic or international orders. All orders require a signature upon receipt for release.

Domestic Orders (within Singapore only)
Speedpost Delivery is available free of charge for all domestic orders. Delivers anywhere in Singapore, island-wide.

Most orders will be delivered within 1 to 2 business days from the time such orders are processed (assuming that the orders are processed on a weekday, excluding public holidays). Orders placed after 12:00 pm (Singapore time) will typically be delivered on the following business day.

Domestic orders placed on a Saturday, Sunday or public holiday will only be processed on the following business day.

International Order
SOCIAL does not presently provide free international shipping. Delivery will only be made to selective countries as shown below via Speedpost’s express EMS delivery service.

Delivery of your parcel may take 3 to10 business days from the date the order is processed, depending on the destination country. Delivery charges for international orders may be adjusted according to the weight of the parcel and/or destination.  Please note that delivery charges may vary from time to time.

Please select your country to find out the cost for delivery.

SOCIAL may offer various delivery options, including faster or overnight delivery, and more cost-efficient delivery. You shall be responsible for all delivery charges, duties, taxes and/or customs charges. For more information, please email us at customerservice@livebysocial.com.

Item(s) purchased from our Site are delivered by a third party carrier pursuant to a delivery contract. As a result, risk of loss and title for such item(s) will pass to you upon our delivery of the same to the carrier. In the event that there is any loss or damage or you do not receive your order, you may contact us and we will request the third party carrier to carry out further investigation.

Your order may be subject to import duties, taxes and fees, which may be levied by the relevant authorities upon delivery to your country. You will be responsible for paying any additional charges for customs clearance. We have no control over the imposition and/or amount of these charges. Additional delivery fees may also be charged to facilitate delivery from the customs authority to you. Customs policies vary widely from country to country. Please contact your local customs authority for further information.

Please note that when you place an order with SOCIAL, you may be considered an importer and in such event, you must comply with all applicable laws and regulations.

By placing an order with SOCIAL, you authorise us to designate a third party carrier to act as your agent to deal with the clearance of your parcel through customs and advance (on your behalf) any duties and taxes owed by you.

Your privacy is important to us, and we know that you care about how information about your order is used and/or shared. We would like our international customers and customers shipping products internationally to be aware that cross-border deliveries may be subject to opening and inspection by customs authorities.

We may also provide certain order, delivery, and product information, including item descriptions, to our international carriers, and such information may be communicated by the carriers to customs authorities to facilitate customs clearance and/or comply with applicable laws and regulations.

Please also note that customs clearance and other delivery procedures may potentially cause delays in the delivery of your orders.

Gifts
Please note that if a delivery is designated as a gift, SOCIAL may mark your delivery package accordingly, but the cost of the item may still be stated on the relevant delivery or customs documentation. Please note that most customs authorities require that the value of a gift item be stated for all packages.

Refused and/or unsuccessful deliveries

Refused deliveries
If you are not fully satisfied with your purchase, you may return (but not exchange) the unused item(s) in accordance with our returns policy as set out below. However, if you decide to refuse delivery of an order after placing a valid order with SOCIAL, our third party carrier may return the refused items to us.

Unsuccessful deliveries
Typically, our third party carrier will make two attempts to deliver your item(s) to you, and if necessary, collect any additional funds. You will have to contact the carrier to arrange for a pickup if the first two attempts at delivery are unsuccessful. In the event that the items remain unclaimed for a period specified by the carrier, the items may be considered abandoned and disposed of by the carrier.

You will not receive a refund for any refused or unsuccessful deliveries. If the items are refused or unsuccessfully delivered, we will not provide you with online store credits and you shall be responsible for any delivery charges, duties, taxes and/or customs charges that may be incurred on both the original and return deliveries from and to SOCIAL.

Wrongly delivered items
If you receive wrongly delivered items (e.g., an item you did not order or you receive an order when you have not made a purchase from our Site) please contact us at customerservice@livebysocial.com within 12 hours of receipt of the delivery. We will try our best to contact our third party carrier to make amendment(s) and if applicable, deliver the correct items at no cost to you. Notwithstanding this, we do not guarantee that the wrongly delivered items can be recovered. SOCIAL may, at its sole discretion, provide you with a refund in online store credits for wrongly delivered items.

If there has been a mistake in the shipping address provided by you, please inform us via email within 12 hours of the time the order is placed.  If the order has not been processed or delivered, we will try our best to make amendments; otherwise, we will deliver to the address that was initially provided to us. We will not be responsible for any costs or losses incurred for deliveries made to a wrong address provided by you, or any subsequent delivery attempt.

SOCIAL reserves the right to change our delivery policies and terms at any in time for any reason.

Please email your delivery and handling questions or comments to customerservice@livebysocial.com.

CANCELLATIONS OR MODIFICATIONS

Please note that once an order has been placed and delivered to our third party carrier, we are unable to effect any modifications or cancellations to the order.  Before you process your final payment, please check to ensure that all the information is correct and to your satisfaction. If you have any further questions or enquiries, please do not hesitate to email us at customerservice@livebysocial.com.

RETURN AND EXCHANGES   

SOCIAL prides itself on offering the highest quality merchandise and fulfilling customer orders accurately. If you are not fully satisfied with your purchase, you may return the unused item(s).

Returns are easy. Simply download and fill in the Return Form, stating the reason(s) for return or exchange. Remember to provide us with the Return Form and paste the address slip onto the package to be returned to us.

SOCIAL does not presently provide free return delivery on any orders. Unless otherwise specified, you shall bear all delivery costs for return and/or exchange of any item(s). If there are additional delivery costs to be incurred, an invoice for the additional charges will be sent to you via email and payment can be made via PayPal. We strongly recommend that you get insurance for delivery of return goods and proof of delivery in case your package gets lost in transit.

Please note that cash refunds are not allowed. You may return items for online store credit only, no exceptions. All ‘SALE’ items cannot be returned or exchanged. SOCIAL does not allow returns or exchanges on jewellery or any merchandise won in SOCIAL events, giveaways or contests.

All returned items must be in original condition, with all the original packaging, and the original invoice. SOCIAL will not accept any item with obvious signs of wear or with any of the original tags removed.

If you return any items, you may be entitled to a refund in online store credits:

If you would like to exchange the item for a different size due to fitting issues, we are more than happy to do a one-for-one size exchange only. We do not accept exchanges for other products or styles. If you are not satisfied with your purchase, you may return the unused item(s) in accordance with our returns policy as set out above.

All items to be exchanged must be returned in original condition, with all the original packaging, and the original invoice. Size exchange is subject to stock availability and only allowed once. If your size is not available for exchange, we will refund the original purchase amount to you in online store credits.

SOCIAL does not guarantee that you will be able to get your desired size on exchange. For domestic orders only, we will deliver the item of the correct size at no cost to you.

For international orders, we will send you an invoice for additional delivery costs to be incurred on the exchange of item(s) via email and payment can be made via PayPal. If we do not receive payment for such additional delivery costs, we may, at our sole discretion, provide you with a refund for any item(s) that have been returned in accordance with our returns policy as set out above.

SOCIAL reserves the right to reject any request for return or exchange. In such circumstances, we will notify you via email indicating our reasons.

Return a gift

If you return a gift purchased for you at our Site in accordance with our returns policy as set out above, you may receive SOCIAL online store credits of the original purchase amount, which you can use as part or full payment for future purchases from our Site.

To process the return and issue SOCIAL online store credits to you, you may be required to provide us with some personal information and register an account with SOCIAL. Further details and instructions will be provided to you via email.

We will not provide a refund for the cost of gift-wrapping or other services provided in connection with the original purchase. We will also not be responsible for the delivery costs incurred for return of gifts.

If there are any issues pertaining to returns or exchanges, please feel free to email us at customerservice@livebysocial.com.

ONLINE STORE CREDITS AND COUPON CODES

Online store credits
Online store credits may be issued to you within 5 to 7 business days of our receipt of returned items, in accordance with our returns policy, as set out above. Online store credits are valid for one year from the date of issue and can be used to purchase products on our Site only.

Coupon codes
SOCIAL may issue discount coupon codes for promotional purposes.

To use your online store credits and/or coupon codes, simply place an order and key the store credit code provided to you in the discount/promotional code section during checkout. Click ‘Apply Code’ and the purchase amount will be adjusted accordingly. If you have used your online store credits, your online store credit account will be debited accordingly. You can check the amount of online store credits you have at any time by logging into your account.

SOCIAL online store credits and/or coupon codes may not be used to pay any delivery costs. You shall bear the delivery costs for any order, notwithstanding that such order is fully or partly paid for with SOCIAL online store credits and/or coupon codes.

SOCIAL online store credits and/or coupon codes are non-transferable and not redeemable for cash. If you receive online store credits and/or coupon codes from us, such credits and/or codes may expire at any time. In the event that your account is suspended or terminated for any reason, your online store credits and/or coupon codes will cease to be valid.

DAMAGED GOODS
We control quality and inspect every item before it is despatched to you.  Delicate items may be wrapped in tissue or bubble-wrap to ensure maximum protection during transportation. We strongly advise that you check that the items are not damaged upon receiving your order.

If you notice that a package is torn or looks tampered with, or the items are damaged, defective or not in wearable condition, please do not accept the package and immediately notify us within 24 hours with proof of damage via email at customerservice@livebysocial.com. We may, at our sole discretion, arrange for return delivery to SOCIAL and brand new items to be delivered to you at no cost to you.

SOCIAL reserves the right to reject any damaged goods. In such circumstances, we will notify you via email indicating our reasons.

LEGAL MATTERS

If you have any queries pertaining to legal matters, please email to: legal@livebysocial.com