Frequently Asked—Customer Service

How can I contact Customer Service?

Our customer service is primarily email based and our representatives are based in Singapore. We will respond to your enquiry within 1 business day.  Please note that our customer service associates are not available on national holidays or weekends.

You can email us at [email protected] with any enquiries, or if you’d like to discuss the details of an order please email us at [email protected]

If you’d like to speak to use please call us on:

Tel: +65 6468 5486

Monday – Friday: 9am – 6pm Singapore time [EST +12, GMT + 7]

Frequently Asked—My Account

Do I need to open an account to place an order?

Yes you will need to open an account in order to purchase products at Simone Irani Resort Wear.

 

What are the benefits of opening an account?

Once you have an account you’ll be able to:

  • Track your orders and review past purchases.
  • Add sold out items and products you love to your wish list.
  • Save your address and card details so you can shop with more convenience.

 

I’ve forgotten my password – what should I do?

Please go to the login page via our navigation bar, and follow the instructions provided. An email will be sent to you that will allow you to reset your password.

Frequently Asked—Payment

Which payment methods can I use?

We accept all major credit cards. Payments are made through Stripe [the world’s largest and most secure online payments provider], and Paypal.

Please note that when you pay with Paypal you will be redirected to the Paypal site, until your payment has been made.

You may also pay for purchases using credit from your account or gift cards from Simone Irani.

When is payment deducted from my card?

If you pay by credit/debit card payment is authorized [ie reserved against your card] when you confirm your order. Payment is deducted from your card only once the goods have been sent to you.

If you pay using PayPal your payment will be deducted on confirmation of your order.

Do you store my credit card data?

We do not have access to your credit card details when you make payment, or if you decide to save your credit card details in your account. If you do save your credit card data in order to make shopping with us next time much easier, while the data is saved in our system, the data is encrypted and we cannot access the information.

Which currency will I be paying in?

All payments are made in Singapore dollars based on the conversion rate used at the time of purchase by your credit card provider.

You can view our prices in one of 4 alternative currencies by selecting a currency from the drop down menu in the navigation bar [USD/AUD/GBP/EUR].

Please note that the prices quoted are indicative only as exchange rates do vary.

Frequently Asked—Orders

When is an order confirmed?

Your order is confirmed when your payment is authorized.

Can I make a change to a confirmed order?

Orders cannot be changed once payment has been authorized. However purchases can be exchanged or returned for online store credit [please see below for further details on exchanges/returns].

How do I keep track of my orders?

You will receive a confirmation email after your order has been submitted, and a second email containing tracking information once your order has shipped.

If you do not see these confirmation emails in your inbox please check your spam or trash folder. All emails will be sent to the email address provided on the order. Please note that email addresses cannot be modified once the order has been submitted.

You may also check the order status by logging into your account and clicking the “Orders” tab.

Frequently Asked—About our Products

Which size should I buy?

Our clothes fit true to size. Please order your normal size unless indicated otherwise in the product details.

Please refer to our Size Chart for detailed sizing by product

 

What size is our model?

Height: 175cm / 5,9”
Waist: 61cm / 24”
Bust: 86cm / 34” B
Hip: 92cm / 36

 

Size Charts
Click here

How should I care for my Simone Irani Resort Wear garments?

Non-silk items: Please hand-wash separately in cold water.
Silk items: Please dry clean only.

 

How accurate are the colours shown in the images online?

We make every effort to display the colors of our products that appear on this website as accurately as possible. However, as computer monitors, tablets and mobile devices vary please note that actual colours may vary slightly from the images you see online.

 

Do the styles in-store differ from those I see online?

If you are lucky enough to live in or are visiting Singapore please do drop into one of our stores, as we have additional styles and prints available in our physical stores to those you see online.

 

The item I want is sold out. When will you be getting more in?

If an item is currently out of stock a pop-up message will appear on your screen asking whether you would like us to contact you when the piece is back in stock. Please fill in the short form, providing us with your email address and we will be happy to let you know when stock is available.

Frequently Asked—Shipping

Which countries do we ship to?

We ship all over the world, though we cannot deliver to a small handful of countries that our shipping partner does not deliver to. Please check here for the list of countries to which we cannot deliver our goods.

 

How much will it cost to ship my goods to me?

Delivery within Singapore is free for all orders [delivery is via Singpost].

International shipping  is free for orders over USD300 [delivery is via UPS].

For smaller orders the cost of international shipping will appear in your cart before you confirm your order. We have negotiated preferred shipping rates with UPS to keep your shipping costs down.

 

When will I receive my purchases?

All orders are processed on the first business day following the authorization of payment. Orders are shipped within 2 working days, and should be received within the next 3-5 working days [ie a 5-7 working days after placing your order].

 

How do I track my parcel?

You will receive an email from us once your order has been shipped, confirming your tracking number. Please go to the applicable courier/postal service website to track your parcel [UPS for Internatioanl shipping, SingPost for delivery within Singapore].

 

Is my package insured and do I need to sign for my order?

Within Singapore: Your purchases are insured against theft and accidental damage for S$150 whilst in transit from Simone Irani Resort Wear to your delivery address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require a signature as proof of delivery for all orders.

 

Who is responsible for paying customs duties/taxes?

You are responsible for paying any customs duties or taxes due as a result of importing your purchases.

Frequently Asked—Exchanges / Returns

Can I exchange/return items bought online?

We hope you will love everything that you order from us but if something isn’t quite right you have 14 days to exchange or return your item/s. We do have important guidelines that must be followed in order to make exchanges/returns. Please refer to the section “Can my exchange/return be refused?” below for details.

 

Can I exchange items bought online for items sold at Simone Irani’s shop in Singapore?

Goods bought online can be exchanged or returned in person at the Simone Irani Resort Wear boutique in Cluny Court, 501 Bukit Timah Road, Singapore. Please note that the items purchased online may only be exchanged for items sold and available online.

 

Can you explain your Exchanges / Returns Policy

Exchanges Policy – you may exchange item/s bought online within 14 days of receiving the item/s. Please see below for further details on how to exchange items for goods of a higher or a lower value than your original purchases.

Returns Policy– you may return any item for online credit within 14 days of receiving the item. Credit for the value of the item/s returned will be added to your account with SimoneIrani.com. Online store credit is valid for use within 6 months.

Please fill in and enclose the Exchanges and Returns form with your item/s for return. Please allow 3 working days from the receipt of goods for return to be processed, after which you will receive store credit for to the full value of the item/s returned in your account at SimoneIrani.com.

We will be in touch by email as soon as the credit is available.

 

How do I make an exchange for items of the same or lower value?

If you want to exchange items for goods of the same or lower value, please fill the EXCHANGES section of the Exchanges and Returns form, and enclose the completed form with your items to be exchanged.

Please allow 3 working days for your request to be processed. Your replacement goods will be shipped to your original address and any remaining credit will be added to your account.

We will be in touch by email as soon as your exchange has been completed.

 

How do I make an exchange for an item of higher value?

If you want to exchange items for items of a higher value, please fill in the RETURNS section of the Exchanges and Returns form to tell us which goods you are returning.

We will credit your account to the value of your original purchase/s within 3 days of receiving the goods for return.

We will then contact you by email you to ask you to place a new order using your store credit. Your replacement goods will be shipped to once your new order has been confirmed.

 

Can I get a refund on my purchase?

We do not provide refunds on purchases but we do offer exchanges or returns for online store credit with no questions asked.

 

What if I receive faulty or damaged goods?

We check each item very carefully before it is shipped, but should you receive a defective product, please contact us at [email protected] within 14 days to pre-approve your faulty goods for exchange/return. Once approved we will arrange for our courier to pick up the product from you.

Please fill in and enclose the Exchanges and Returns form with your item/s. Please allow 3 working days for us to process your request once we have received the goods.

We will cover the cost of shipping the faulty goods back to us in Singapore and the cost of shipping your replacement goods to you.

 

Can my exchange/return be refused?

We reserve the right to refuse exchanges or returns.

Please note the following important conditions that must be met for exchanges/returns to be accepted.

-Exchanges/returns through the online store apply only to Simone Irani Resort Wear goods purchased and available online.

-We do not accept exchanges or returns for sale/marked-down items.

-All items returned or to be exchanged must be unused and unwashed with all original tags intact.

-Items that were damaged as a result of wear-and-tear and/or inappropriate wash care will not be accepted for exchange/return.

-Repeated returns: We offer a flexible returns policy to make your online shopping experience as simple as possible. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion.

 

How do I exchange / return my goods?

All items for return or exchange must include a completed Exchanges and Returns form. An Exchanges and Returns form was sent to you with your purchases. You can also print an Exchanges and Returns form from Orders inside your account.

All items must be returned to:
Simone Irani Resort Wear Online Store
501 Bukit Timah Road
#02-17 Cluny Court
Singapore, 259760

All goods for exchange/return must be sent to Simone Irani Resort Wear at the address provided above.  You have 14 days after receiving your items in which to return them.

For more information or assistance, please e-mail us at [email protected].

 

I bought an item on sale and it does not fit me well. Can I exchange it?

Sale items are strictly non-exchangeable and cannot be exchanged or returned for credit. Should you have any other enquiries regarding your item, you may contact [email protected] and we will be happy to assist you.

Frequently Asked—Data Gift Cards

Can I buy a gift card?

Yes e-gift cards are available for purchase.

Please go to Gift Cards in any drop down menu.  Select a delivery date, give us the recipient’s name, include a message and their email address and we will send them a lovely e-card with credit for the amount purchased by you at Simone Irani Resort Wear’s online store, valid for 6 months.

Please note that the value shown on the gift card is expressed in Singapore dollars as our online store is based in Singapore.

 

How can I redeem a gift card?

If you have received a gift card for credit at SimoneIrani.com you are able to use this credit when you purchase products at the online store.  Simply input your credit code at the checkout under “Promotion Code”.

The value of your gift card will be used towards your purchase.  If the total of our purchases is higher than the gift card value you will need to pay the balance using a credit card or Paypal.  If the value of your purchases is lower than the value on your gift card your purchase will be confirmed, and any remaining balance will remain on the card.  You will receive an email confirming the balance amount available for later use.

 

Are there T&Cs for gift card?

Yes, please note that gift cards:
–  are denominated in Singapore Dollars
–  are valid for 6 months from date of receipt
–  can only be redeemed online at SimoneIrani.com [recipients must        have or create an account at SimoneIrani.com to use their gift]
–  are valid for multiple use

Frequently Asked—Privacy

Is my personal information kept private?

Yes your personal data is kept private. We do not sell your data to any third parties. We collect data only in order to provide you with effective and personalized service.

Please click here to view our detailed Privacy Policy

Frequently Asked—Terms & Condition

To be provided 26th August

Our Privacy Policy and All Emails to be proofed by end 21st.