How can we help?

Whimsigirl InternationalOperated by WINC Studio SG Pte Ltd

help@whimsigirl.comMonday – Friday, 10:00 am – 5:30 pm (SGT / GMT+8)

Orders placed on whimsigirl.sg are packed and dispatched from our warehouse in Kuala Lumpur, Malaysia.

We are committed to protecting the privacy of our visitors and customers. We will never share your information with third parties, except when it is part of providing a service to you. You can read our full privacy policy here: https://whimsigirl.com/pages/privacy-policy

Read our full terms & conditions here: https://whimsigirl.com/pages/terms-conditions

We run two online stores so you always see the right prices, currency and shipping for where you live.

Both stores carry the same collections and ship from the same warehouse. Orders cannot be moved between the two stores once placed. Please pick the one for your delivery country before you check out.

Whimsigirl reserves the right to monitor purchase activity across accounts to ensure fair access to our collections.

We may, at our sole discretion, limit, refuse, or cancel orders, and/or restrict account access where activity is deemed inconsistent with our retail policies, including but not limited to suspected resale activity, unusually high return rates, or misuse of multiple accounts.

We also reserve the right to deactivate or consolidate associated accounts and to limit the number of items available for purchase per customer or household, both online and in-store.

These measures are in place to protect fair access to our products and maintain the integrity of our distribution channels.

You will receive a confirmation email right after purchase. Once an order has been placed and finalised, we are unable to amend the shipping method.

To edit an order (items, address, etc.), please contact our Customer Representative Team via email before it is shipped. Order amendments depend on the situation, and are subject to availability.

Online and in-store promotions may vary.

Fit, material, and style details are provided on each product page to help you make an informed purchase. You can find the measurement chart in the description section of the product page.

To check store stock, go to the product page and look for "In-store availability". You can also WhatsApp our store team for the latest updates.

If an item is out of stock online, click "Notify When Back In Stock" on the product page to join the waitlist. You will get an email if it is restocked.

If something arrives faulty, we'll put it right with an exchange or a refund. Submit a request through our Returns Portal, along with photos and a brief description of the fault.

Need further assistance with the Returns Portal? You can also reach out to our Customer Representative Team via Live Chat or email at help@whimsigirl.com. Please include your order number, photos and details of the fault.

For exchanges or returns, please submit your request through our Returns Portal.

In-store PurchasesItems purchased in-store may be exchanged at any of our stores, subject to stock availability. You may visit us in-store or contact our team via WhatsApp to check availability beforehand. All items are available on a first-come, first-served basis.

What to Bring for In-Store Exchanges or Returns

• Original purchase receipt or order number
• Item(s) must be unused, unworn, scent-free and have all original tags attached.

ReturnsReturns are issued as Store Credit, while exchanges are available for a different size of the same item, subject to availability.

To get started, submit your return request through our Returns Portal.

Enter your order number and the email address used at checkout, select the item(s) you wish to return and follow the steps provided.

The Returns Portal will guide you through the available options, return methods and next steps. You’ll also receive an email with your return details and a link to track the status of your request.

General ReturnsExchange or Return requests must be submitted within thirty (30) days of the purchase date through our Returns Portal.

Eligible items may be returned for Store Credit or exchanged for a different size, subject to availability.

All returned items must be unused, unworn, free of foreign scents and have their original tags attached.

Once received, returns may take up to seven (7) business days to process. You will receive an email notification once your request has been completed.

Product-Specific Return ConditionsLeather Goods: Return requests must be submitted within seven (7) days of receiving your order.

Handmade Candles: Return requests must be submitted within seven (7) days of delivery. Used or lit candles are not eligible for return or refund. Any damage upon arrival should be reported immediately to our Customer Representative Team via email or Live Chat.

Each order is eligible for one (1) return or exchange only. Items that have already been exchanged, whether online or in-store, are not eligible for a subsequent exchange.

All returns are subject to approval by our Operations Team. Items that do not meet our return conditions may be sent back to the customer, with applicable shipping charges borne by the customer.

Exchanges & Store CreditFor a different size: Select "Return for Exchange" in the Returns Portal, subject to stock availability.

For a different style or colour: Select "Return for Store Credit" and use the issued Store Credit to place a new order.

Final Sale ItemsAll sale items are final and are not eligible for returns or exchanges.

Incorrect OrdersIf you receive an incorrect item due to an order fulfilment error, we will arrange for a replacement or refund. Please contact our Customer Representative Team via email or Live Chat for assistance.

Faulty or Damaged ItemsIf you receive a faulty or defective item, submit a request through our Returns Portal with supporting photos and a description of the issue.

Please inspect your items upon receipt and before washing, wearing or altering them. Items that have been washed, worn or altered may not be eligible for return or exchange.

Third-Party PurchasesWe only accept returns and exchanges for items purchased directly from Whimsigirl through our official website or retail stores.

Items purchased through third-party retailers, resellers or other platforms are not eligible for returns or exchanges through Whimsigirl, including items reported as damaged or faulty.

Pricing & Technical ErrorsWe reserve the right to cancel orders affected by pricing errors, system malfunctions or other technical issues.Affected customers will be notified, and a full refund will be issued, subject to payment provider processing timelines.

Once your return parcel is received, please allow up to three (3) working days for processing, excluding any applicable refund processing time. You’ll receive email updates on the status of your return.

Returns will be issued as Store Credit. Refunds to the original payment method may be granted at Whimsigirl’s discretion. Please allow seven (7) to fourteen (14) business days for processing.

ResponsibilityReturned items remain the customer’s responsibility until received by Whimsigirl. Ensure they are securely packaged to prevent damage in transit. Proof of postage is strongly recommended in case follow-up is required.

Whimsigirl is not responsible for items returned by mistake or orders returned to sender due to an incorrect address. If the items can be located (not always possible) and the customer requests them to be sent back, delivery costs will be charged to the customer.

Fair UseUnusual return patterns that raise concern — for example, signs of worn items being returned, excessive order-and-return behaviour, or returned items not matching the original order — may result in account deactivation, including linked accounts. Customers who believe this is an error should contact the Customer Service Team for review.

If an account has been deactivated but a valid return is required, contact the Guide Girl Care Team for assistance.

Whimsigirl reserves the right to take legal action if returned items do not match the original order.

All returns are reviewed and processed daily. Please allow up to three (3) business days for our returns team to complete the processing. You will receive an email notification once your return has been processed.

Once your order has been packed and dispatched, you’ll receive an email with a tracking link. Please allow up to 24 hours for tracking updates to appear.

All orders are dispatched from Kuala Lumpur and handed over to the designated courier for your region. You can track your parcel through the link provided in your email or directly through the courier’s website:

Singapore: https://www.ninjavan.co/en-sg/tracking

Everywhere else: https://www.dhl.com/en/express/tracking.html

If tracking hasn't moved for more than five (5) working days, please contact our Customer Representative Team via Live Chat or email help@whimsigirl.com with your order number for further assistance.

Send your enquiries and ideas to help@whimsigirl.com. If it's a fit, we'll be in touch.

Complimentary products are available in limited quantities on a first-come, first-served basis. Once it is out of stock, these items will not be restocked.

All orders are carefully and securely packed with attention to presentation. A personalized note can be added during checkout, which will be included with your order.

During non-peak seasons, items can be reserved in-store for up to 24 hours upon request. Kindly contact our Store Team directly for assistance.

No, rewards redeemed with Tokens are non-refundable and cannot be exchanged for cash or other products

No, once your birthdate is entered, it cannot be changed.

Existing members will retain their current Token balance when moving to Whimsigirl Membership.

Tokens earned from previous purchases will follow the applicable expiry timeline shown in your account.

For new members, Tokens will begin accumulating from the date you join Whimsigirl Membership.

No. Tokens are not transferable and must be used by the registered account holder.

Rewards are designed to be used one at a time and cannot be combined with additional discount codes or promotional vouchers. Rewards can still be used on sale items unless otherwise stated.

Examples:A dress is already marked down in our Sale section. You may still redeem your Tokens or voucher towards the purchase.

If you have a promotional discount code, you may choose to use the code instead of your reward.

If you have store credit, you may choose to use your store credit or your reward for the order.

Yes, Tokens are earned on sale items unless otherwise stated.

Yes. You will need at least 100 Tokens to begin redeeming rewards.