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FAQs

Order Management

You may contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.

Orders can only be cancelled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to several hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

HOW DO I MAKE AN ORDER?

Select your preferred colour, size and quantity, and select ‘Add to Cart’. You may continue browsing, or if you would like to complete your order, click into ‘My Cart’ on the top right corner to check out.

 
WHAT CURRENCY ARE THE PRICES SHOWN IN?

All prices displayed are in Singapore Dollars by default (unless you're using a VPN). Our website will be automatically displayed in the national currency based on your location.
 
WHAT IF AN ITEM IS OUT OF STOCK?

Do not fret! Enter your email address under "Email me when available" function under the product page. Otherwise, you may also cross your fingers and email us at [email protected] with the product name, colour and size preferred and we will double check our inventory of its availability.


WHAT ARE THE AVAILABLE MODES OF PAYMENT?

We accept Apple Pay, Paynow, Paypal, Visa, MasterCard and American Express debit and credit cards. 

 



 

Shipping & Delivery

LOCAL SHIPPING

We provide delivery by our trusty couriers, FedEx and SingaporePost for all deliveries within Singapore, with exception to several restricted areas.



HOW LONG DOES LOCAL DELIVERY TAKE?

We take 3 - 7  business days to pack and ship your full order. Orders within Singapore come with standard complimentary delivery, and express delivery at $15. If you'd like to check on your order status, send us an email at [email protected]. Express Shipment delay may be subject to public holidays and festive peak period. 
 


INTERNATIONAL SHIPPING

We currently offer worldwide delivery via FedEx airmail, charged according to weight of items ordered. 


International shipments may be subject to duties, taxes, handling costs, and other fees; these charges are the responsibility of the recipient and are non-refundable. Please note that our shipping rates do not include any duty or taxes that may be incurred. We are unable to calculate the exact amount of duties and taxes your order will incur as these charges are imposed directly by the destination country.



WHEN WILL MY INTERNATIONAL SHIPPING ARRIVE?


International shipments typically take 5-9 business days to arrive, depending on your location and the speed of customs. G.O.O.D orders will take up to 4-8 business weeks to arrive. Shipment delay may subject to public holidays and festive peak period. 




HOW CAN I TRACK MY ORDER?


We will notify you via email the confirmation of your purchase with a tracking number once the parcel has been arranged. You may visit SingaporePost for local orders or FedEx for international orders, for your delivery status.


I HAVE NOT RECEIVED MY ORDER. WHO CAN I CONTACT?


You may track your order with the given tracking number at SingaporePost for local orders or FedEx for international orders. If you are unable to do so, please drop us an email at [email protected] with your order number and we will run a check for you. 

Just to let you know, there are actually 2-steps while checking out.

After you’ve selected ship, the shipping methods are listed below. By default it is set to pick up at Great World (as it is set by shopify.) Once you’ve clicked on the drop-down bar, you will see a plethora of options.


At this stage, you may go ahead and pick the courier for the delivery option 😘 

Returns & Refunds

ONLINE ORDERS:
We accept returns for regular-priced item(s) purchased online within 7 days from the date the order was delivered, and exchanges within 14 days from the date the order was delivered.

All items must be unworn, unwashed and with all tags intact in their original packaging.

INSTORE PURCHASES:
We accept returns for regular-priced item(s) purchased in-store within 7 days from the date of purchase, and exchanges within 14 days from the date of purchase.

All items must be unworn, unwashed and with all tags intact in their original packaging.

ELIGIBILITY

There are strictly no refunds and/or exchanges allowed for item(s) under Sale, Customised Garments and any Make item(s). 

Exchanges can only be made for another item of the same value or higher with a top-up. You are only entitled to a one-time exchange per item.

In an effort to minimise carbon emissions and waste of shipping, the cost of shipping and restocking will be deducted from the refund (same applies to self-collection). We thank you for helping us keep the planet green :)


If you wish to return or exchange item(s) from an order, please fill in and submit a request here. Our team will contact you with further information and instructions. Please note that eligibility of return/exchange is subject to approval. 

You will be notified by email once your return has been received and processed.

Refunds or exchanges will be processed within 7-10 business days from the day we receive your parcel. 

In an effort to minimise carbon emissions and waste of shipping, the cost of shipping and restocking will be deducted from the refund (same applies to self-collection). We thank you for helping us keep the planet green :)

  • Returns for online orders will be refunded (after deduction of shipping) to the original mode of payment.

  • Returns for in-store purchases will receive store credits in the form of an e-gift card, with one year validity from the date of issue.

You will be notified by email once your return has been received and processed.

Please drop us an email at [email protected] if you would like to return item(s) from an international online order. Kindly include the reason(s) as well.

We are unable to provide return shipping labels on international shipments, and therefore international return shipping costs are the customer’s responsibility. All shipping charges, inclusive of custom duties, taxes and handling costs (if applicable), will be borne by you.

We highly recommend using a service that offers tracking so we may keep track of your returns. 

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method in 7-10 business days.

We are very sorry you received a defective item! We take pride in our products and they go through strict quality checks before it is shipped to you. 

In the event you receive a defective item, please reach out to us at [email protected] immediately and our team will assist you with a replacement. If the item* is no longer in stock, a full refund will be issued.

*Items not eligible for returns/refund: MAKE items (as these are customised and made on demand), Sale item(s), and Customised Garments.

For online orders, a refund will be issued to the original mode of payment. In store purchases will be refunded via store credits in the form of an e-gift card (with one year validity).

Fit & Sizing

We follow EU sizing, you may also read more about it here.

And on every item page, we have the corresponding size chart available.


Our Emma dress has all the same features of our signature Ivy™, just at a shorter length. It is great for customers who feel that the Ivy™ is just a tad too long for casual days and our Emma is the perfect go-to-Midi Dress for all occasions 🌸  

And how can we forget the Yuvi top, these 3 styles are designed with YOU in mind!

Ivy™ Dress

Emma Dress

Yuvi Top


Another fan favourite - the Layla dress is absolutely for you! Featuring the famed Ivy™ pleat, this has all the same features of the Ella dress, but comes in a shorter length. It keeps you looking professional at work with a blazer thrown over and in the evenings, with a dash of 💄 you're ready for cocktails with the girls!

We even have a top version for you! The Abi top is perfect with a pair of tailored trousers or tucked into a high waisted skirt.

Ella Dress

Layla Dress

Abi Top

Our sizes start from 32-42 and you can choose between a more relaxed fit by sizing up. This style is also perfect for customers who are curvier - by customising your silhouette in just a few simple steps.

Simply adjust the inner band, release the button and wear it as a boat-neck.
The sleeves will also be slightly longer and the chest area will be relaxed.Wear it as a tunic without a belt.Or have it cinched at the back for that snatched waist without the belt in the front.And you could have a cleaner belted look by tying the ribbon at the back 🌸 

Repair & Alterations

We do offer basic alterations (with a fee) such as shortening of straps and also hemlines of styles that are not fully pleated (and also resizing of certain styles.)


We are unable to shorten hemlines of areas which are pleated as that will essentially alter the aesthetics of our intended styles. The hemline will look wavy and lose its dynamic sharp pleats at the edges, if we were to shorten the hemlines.

If you like, you may drop by any of our boutiques and our friendly staff will be able to assist you with the alterations 😀

You may read more about our RE-pair and RE-furbish services over here.

THE PLEATS OF MY GARMENT HAVE FLATTENED, CAN THEY BE RESTORED?

Accidents happen and on days when things go wrong and you require help, we are able offer a RE-pleating service at a fee. However, your item has to be sent back to our studio for inspection by our design team (do note that not all styles can be RE-pleated.)


The RE-pleating process requires the garment to be sent back to our supplier, taken apart, flattened thoroughly, pleated and sewn back together before it is sent back to Singapore, taking a waiting time of around 7 weeks – essentially the same process of producing a new item. You may read more about our RE-pair and RE-furbish services here.

Drop us an email at [email protected] for more enquiries. 

Sometimes we do get into a little accident either by enjoying nature (prickly plants) or friction caused by jewellery/chipped manicure/sling bags and your beloved piece got damaged along the way. 

Fret not, we do provide a RE-pair and RE-furbishing service, however we do need to assess the garment in order to determine if our Studio is able to mitigate snag/piling caused before we can offer a solution.

Do drop us an email at [email protected] with more details such as photos with your order number and we can take it from there 😁 

Care

HOW DO I CARE FOR MY GINLEE STUDIO GARMENTS?

At GINLEE Studio, we curate fabrics that are soft, lightweight, exhibit a luscious hand-feel, and yet easy to care for. Those are paramount to us because as an everyday woman, comfort and low maintenance in garments help to make our lives easier. 

As a rule of thumb, always wash dark and light coloured clothing separately.

 

PLEATED GARMENTS

While it may seem daunting to care for garment with such intricate details, trust us, it’s as easy as ABC.

  • *Cool hand wash is recommended, otherwise machine wash in laundry bag on low spin
  • Hang to dry
  • Do not wring
  • Do not fold over (hang over a pole) lay flat if possible
  • Do not tumble dry
  • Light steaming if necessary
  • Dry Cleaning not recommended


No ironing (pleats HATE high heat)!

*If you own any of our pieces in the Gradient colourways, do note that we only recommend hand washing 😁

Pleats are formed using a set of moulds and high heat, thus the only thing that can reverse its formation is – high heat. Interested to see how it’s made? Watch this.

SILK GARMENTS

We have always chosen silk that are pretreated (e.g. sand washed silk), which means you can skip sending them to the laundry shop and hand wash them at home! We recommend washing them the same way you would wash your hair:

  • Hand wash with lukewarm water and shampoo
  • For the final rinse, use fabric conditioner to keep your silk garment smooth and supple. An insider tip* Hair conditioner will work just as nicely.
  • Do not wring
  • Do not dry under direct sunlight
  • Roll it in a towel and lay flat to dry
  • Do not apply perfume directly
  • Dry Cleaning is optional

 

OTHER GARMENTS

For all other GINLEE Studio apparel, they are washing machine friendly but best with a laundry bag. Of course, hand wash in room temperature water is always the safest bet and it helps to prolong the lifespan of your garments indefinitely! 


Need video references? Our product care guide is available here.

Rewards

The GINLEE Circle, is a point-based programme that rewards members with early access to collections, experiences, and services. Based on points accumulated through purchases, along with Experiences, members will be placed into one of our tiers, where benefits can be unlocked.

You may read more over here.
You may refer to the instructions below in order to check your current points via our GINLEE Circle app on the website 😁



All you have to do is hit the icon,

click on sign-up (this also applies if you've just shopped with us in-store, a sign-up is required as you will need to create a password for your online account. What's even better is that you'll receive 50 bonus points for creating an account online 😁 )

Just enter your details and you even get extra points if you enter your Birthdate (and if you've created a profile in-store, just use the same email address for sign-up.)

And now, you can log into your account online 😁 



Click on the Rewards button on our website.

Your available Points (with expiration reminder) will be shown over here and right below will be the rewards (based off your Tier) which you are eligible to redeem.


It also shows your Tier status together with the possibility of upgrading to the next tier within a time frame.


Your rewards will be shown on the next page and you may copy and add to your checkout page.


You can also check what your Tier entails.


This is an example from the Dune Tier, it is eligible for Birthday Rewards.

All you have to do is go to "Ways to Earn," and "Edit Date" for your birthday.
*Please take note that birthday points are only awarded to Dune Tier and above.

Birthdates should be entered 30 days ahead in order for your points to be awarded, otherwise it will be awarded the next year. (If you are an existing member and your birthday has passed, you may contact us via [email protected] and we can retroactively append your birthday rewards.)


We have something even better than that! A pretty rad loyalty programme called The GINLEE CIRLE, you may read more about it here 😍 

You will receive a 50 bonus points during Sign Up, this is our way of saying, "Welcome to the GINLEE CIRCLE" 🌸 

As a member of The GINLEE Circle, you get rewarded for doing something you love. Get points with every purchase, and use it for your next! You can also save them for our exclusive partner perks, which you can find out how to redeem and use here.


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