You are highly encouraged to open your parcels upon receipt, to check on the condition. We will try our best to rectify any issues you may have if you contact us as soon as you receive and open your parcels. However, due to the limited nature of our hand-made product, we may face obstacles in resolving your issue if you contact us any later.
Do note that our products are often listed on our website on a pre-order basis. This means that the item that you purchase may not have been ready yet. While we strive to have our items delivered to you in a timely fashion, our products are often painstakingly crafted and contain hand-made details, and may take up to weeks from the close of the pre-order to reach you.
We will provide you with a refund on full-priced items where:
The items are faulty (unless caused by you).
The items received are different to the goods you have ordered.
All items must be returned "unworn", undamaged, unaltered, and unused, with their original Multilab tags attached and the original packaging included.
Please notify us for a returns within 7 days of receipt. The original order number and email as proof of purchase is provided.
Multi lab reserves the right to reject any returned product that does not comply with the above stated return policy. Rejected items will be sent back to the original shipping address at the customer’s expense. In order to avoid this, please reach us with the product issues or concerns you have regarding the item(s) you wish to return.
Depending on the enquiry, we will require you to send in certain information so that our Customer Support can fully evaluate the issues:
A detailed explanation on the issue.
Photo(s) of the item that clearly shows the issue.
Photo(s) of the shipping boxes your item came in.
Photo(s) of the packaging your item came in.
Your Order Number.
With the pre-order items, we can help to refund before the order is shipping.
We are unable to cancel and refund orders once they have been shiped and/or received.
Kindly note that we do not accept any exchanges/returns for customers who have purchased a Multi lab product from other retailers. Please contact the respective retail store directly for such exchange/return requests.
Once you contact us with email and confirmed the returned, you can send out the package to the address we provide.
Please include a note within your package containing your Order Number and stating your desired Return to avoid any processing delays.
Once it has been delivered, please allow 2-5 business days so our team may process your return package. Once the returned items have been inspected and approved, we will issue a refund to the original payment method and a confirmation e-mail will be sent to you. Refunds are typically reflected within 2-4 business days of being issued. However, your financial institution may require additional time to process your refund.
Please take note that any transaction fees charged by your bank/PayPal will not be covered by Multi. Should you have any enquiries about that, please contact your bank or PayPal directly.
Please get in touch with us via email and provide detail information.
Please note that we are only able to offer one exchange per order. If you are experiencing sizing issues consistently, please contact us before purchasing.
Customers are responsible for covering the cost of the return shipment and all related fees. We recommend utilizing your preferred local shipping courier and insuring all packages with a tracking number.
All returns/exchanges must be sent using a trackable service (ex.UPS/DHL) to ensure safe and documented delivery.
We are not liable for any lost returned items.
Multi lab reserves the right to reject any returned product that does not comply with the above stated return policy. Rejected items will be sent back to the original shipping address at the customer’s expense.
Once your goods have been received we will notify you via email.