FAQs

Frequently Asked Questions

1

Orders & Payments

  1. What payment methods do you accept?
    We accept credit/debit cards (Visa, Mastercard, AMEX), Union Pay, Apple Pay, and Google Pay.

  2. Can I modify or cancel my order after placing it?
    Unfortunately, once your package is picked up by our logistics partner, we are unable to modify or cancel it.

    For urgent enquiries, you may contact us at support@kwoods.com.sg or WhatsApp: 8031 5015, available daily from 10am – 9pm.

  3. How do I change my delivery address?
    Your delivery address cannot be changed once your order is out for delivery.  

    For urgent enquiries, you may contact us at support@kwoods.com.sg or WhatsApp: 8031 5015, available daily from 10am – 9pm.

  4. What happens when I am not at home to receive my order? 
    If the first delivery attempt is unsuccessful, the delivery team will make another attempt to deliver it. If the second delivery attempt is unsuccessful, the order will be returned to Metro for self-collection at K/WOODS shop at Metro Paragon.

  5. I didn’t receive an order confirmation. What should I do?
    Please check your junk/spam folder. If it's still missing, reach out to us via LiveChat or drop us an email at support@kwoods.com.sg with your order details.

  6. Can I cancel or amend my order after it’s been placed?
    Unfortunately, once your order has been processed, we’re unable to make changes. Please ensure to check your order before checking out to avoid any errors. However, if the pickup has not yet been arranged, you may still cancel your order. To do so, please contact us at support@kwoods.com.sg or WhatsApp: 8031 5015, available daily from 10am – 9pm.
2

Shipping & Delivery

  1. What are the delivery/collection options?

    Click & Collect  
    The earliest collection date available will be 3 days after your order has been placed. You’ll receive an email once your item is ready for collection.    

    K/WOODS SHOP AT METRO PARAGON  
    290 Orchard Road  
    #02-28 Paragon
    Singapore 238859  
    Available daily from 11am – 9pm  

    Please present your order confirmation email for verification purposes.   

    Local Delivery  
    You will receive your order 3 working days after your order has been placed.   

    For a minimum net purchase of S$150 on KWOODS.COM.SG, customers are entitled to complimentary local delivery within Singapore. For purchases below S$150, a shipping fee of S$5 applies*   

  2. How can I track my order?
    Once your order is shipped, you will receive an email with a tracking link.
3

Returns & Exchanges

  1. What is Kurt Woods’ returns & exchange policy?
    For local orders (orders within Singapore), you may request for an exchange/refund within 30 days of the date of purchase subjected to K/WOODS’ Shop returns policy. Returnable items must be unworn, unwashed, unaltered, and still have their clothing tags intact.  The merchandise, including any gifts with purchase, will need to be returned in its original condition (with tags attached), along with the e-receipt at any K/WOODS Shop at Metro Paragon. 

    Exclusions 
    - Inner wear (such as underwear) and items such as jewellery, accessories, lifestyle and gifts are not eligible for exchange, refund or return. 

    - All sale items are not eligible for exchange, refund or return.
     
  2. How do I start a return or exchange?
    Contact us via our Live Chat (Operating hours: 10am – 9pm) or email us at support@kwoods.com.sg with your order number and reason for return. We’ll guide you through the next steps.

  3. What items are eligible for returns/refunds? 
    Returns are applicable only on regular priced items. Sale items are not eligible for exchange, refund, or return. All returned items must be in their original condition, unwashed, unworn and unaltered, with the tags intact. An inspection will be done to ensure that item(s) are in sellable condition before the refund is approved. Item(s) that does not meet our policy will not be accepted.
      
  4. When will I receive my refund? 
    Once we receive and inspect your return, refunds will be processed via Metro credit voucher. 

4

Products & Sizing

  1. How do I know what size to order?
    Each product has a sizing chart on the product page. If you’re still unsure, feel free to contact us and we’ll be happy to assist.

  2. How can I get in touch with your Customer Care Team if I have more queries?
    For urgent enquiries, you can contact our team via Live Chat (Operating hours: 10am – 9pm). Alternatively, you may email us via support@kwoods.com.sg
5

Receipts, Invoices & Emails

  1. Can I get an official invoice for my order? 
    The order confirmation email will include your purchase summary. For official invoices, contact our team at support@kwoods.com.sg and we’ll send one to you. 

  2. I didn’t receive my tracking/invoice email. What should I do? 
    Please check your spam/junk folder first. If it's not there, message us with your order number and we’ll resend it.