Last Updated: 2 August 2026
Thank you for shopping with OOTW Gifts. If you are not entirely satisfied with your purchase, we are here to help. Please review our policy below to understand your options for returns, refunds, and exchanges.
1. Return Window
You have 30 calendar days (for all orders) from the date of delivery to request a return or report an issue. Returns postmarked or reported after this timeframe will not be accepted.
2. Eligibility for Returns
To be eligible for a return or exchange, the item must be:
- Unused and in the same condition that you received it.
- In its original packaging, with all original tags and labels attached.
Non-Returnable Items: Because some of our items at OOTW Gifts may be custom-made or personalized, certain items are strictly non-returnable. The following items cannot be returned:
- Customized or personalized goods.
- Items marked as “Final Sale”.
- Gift cards.
- Downloadable or digital products.
3. Return Shipping Costs
- Company Error: If the return is due to an error on our part (e.g., you received an incorrect, damaged, or defective item), OOTW Gifts will cover the return shipping costs. We will provide a prepaid shipping label or reimburse you upon receipt.
- Customer Preference (Buyer’s Remorse): For all other returns (e.g., wrong size ordered, changed mind), the customer is responsible for paying all return shipping charges. We strongly recommend using a trackable shipping method, as we cannot guarantee receipt of your returned item.
4. How to Initiate a Return
To start the return process, please follow these steps:
- Contact us at [ootwgifts.intl@gmail.com] to obtain a Return Merchandise Authorization (RMA) number. Please include your order number and the reason for the return.
- Do not send items back without contacting us first. Returns sent without prior authorization (an RMA number) may not be processed.
- Once authorized, place the item securely in its original packaging and include your proof of purchase.
- Mail your return to the following address:
OOTW Gifts
Attn: Returns [RMA #]
304 Hougang Ave 5, #08-413
Singapore 530304 - Please note: All return shipping costs will be borne by the customer. We strongly recommend using a trackable shipping method, as we cannot guarantee receipt of your returned item, and we are not responsible for packages lost in transit.
5. Refunds and Processing Time
After receiving your return and inspecting the condition of your item, we will process your return or exchange.
- We will notify you by email regarding the approval or rejection of your refund.
- If approved, please allow at least [21] business days from the receipt of your item for us to process your refund or exchange.
- Refunds will be issued to the original payment method used during purchase.
- Please note that it may take 1-2 billing cycles for the refund to appear on your credit card statement, depending on your financial institution.
6. Exchanges
We allow exchanges for the same item in a different size or color, subject to inventory availability. If you need to exchange an item, please contact us at [ootwgifts.intl@gmail.com].
6. Need help?
If you have any questions concerning our return policy, please contact us at [ootwgifts.intl@gmail.com]