FAQs
ORDER
How will I know if my order has been confirmed?
Once your order has been successfully placed, you will receive a confirmation email with your order number and a summary of your purchase. If you do not receive it in your mailbox, please check your spam or junk folder. If it is still not there, contact our Customer Service at help@grandbrandsasia.com and we will be happy to help.
Can I modify or cancel my order?
We begin preparing orders shortly after they are placed. If you need to make a change or cancel, please contact our Customer Service as soon as possible, and quote your order number. We will do our best to help, but we may not be able to accommodate changes once your order has been processed or dispatched.
If a cancellation is approved, a full refund will be issued to your original payment method. Refunds typically take 5–10 business days to appear, depending on your bank or card issuer.
Can I place an order without creating an account?
Yes. You can check out as a guest or through a registered account. With an account, you can track your orders, save your delivery details for faster checkout, and view your order history and enjoy member benefits.
Customer Service hours: Mon–Fri, 10am–6pm SG time, excluding Singapore public holidays.
DELIVERY
When will my order be shipped?
Orders are generally prepared and dispatched within 2–3 business days. Orders placed after 2pm SG time, or on weekends and Singapore public holidays, will be processed from the next business day. Processing times may be longer during collection launches, sale periods, and peak seasons. Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number.
How long will delivery take?
Deliveries within Singapore are made by our 3rd party logistics service provider, and typically arrive within 1–3 business days after dispatch. You can follow your parcel using the tracking link in your shipping confirmation email.
Standard delivery is S$7, and complimentary for orders above S$100. Delivery is not available to PO Boxes, military installations, or other addresses that our appointed delivery partner is unable to service. Should a delivery attempt to such a location fail, you will be responsible for any associated delivery charges.
Do you ship internationally?
Our Singapore online store currently delivers to addresses within Singapore only.
Will duties and taxes apply?
No. All prices on our Singapore online store are inclusive of GST, and there are no additional duties or taxes for deliveries within Singapore.
PAYMENT
Which payment methods do you accept?
We accept the following payment methods on our Singapore online store:
•Credit and debit cards: Visa, Mastercard, American Express
•Apple Pay and Google Pay
All prices are shown and charged in Singapore dollars (SGD). If you pay with a card issued outside Singapore, your bank may apply currency conversion or overseas transaction fees.
Is my payment information secure
Yes. All payments are processed by secure payment provider using encrypted technology to protect your information. LSOUL does not store your full card details. Card payments may require additional verification by your bank, such as a one-time password (3D Secure).
PRODUCT INFORMATION
Will the colour look exactly the same in person?
We do our best to present each piece as accurately as possible. Slight variations in colour may occur due to lighting conditions, photography, and individual screen settings. If you would like more detail on a particular piece, our Customer Service team is happy to help, or you are welcome to view it in person at our stores.
What happens if an item becomes unavailable after purchase?
In the unlikely event that an item becomes unavailable after your order has been placed, our Customer Service team will contact you by email within 1–2 business days. Depending on your preference, we can:
•Offer an alternative size or colour, where available
•Dispatch the rest of your order and refund the unavailable item
•Cancel your order with a full refund
Refunds are issued to your original payment method and typically take 5–10 business days to appear, depending on your bank or card issuer.
Will sold-out styles be restocked?
Selected styles may return based on availability and future production plans. You can also follow us on Instagram @lsoul.sg for restock and new collection updates.
PRODUCT CARE
How should I care for my garment
Care instructions can be found on the garment label and product page. Following these recommendations will help maintain the quality and longevity of your piece.
Because of the warm, humid climate, we also recommend:
•Storing garments in a cool, dry, well-ventilated wardrobe, ideally with a moisture absorber or dehumidifier to help prevent mould and odour
•Using breathable cotton garment bags rather than plastic covers, which can trap moisture
•Airing pieces after wear and allowing them to dry fully before putting them away
•Drying garments in the shade rather than in direct sunlight, which can cause colours to fade
Why are there slight variations in fabric or finish?
Some fabrics and finishing techniques naturally create subtle differences in texture, colour, or appearance. These characteristics are part of what makes each garment unique and are not considered defects. If you believe your item has a genuine manufacturing fault, please contact Customer Service within 7 days of receiving your order, with photos, and we will look into it.
EXCHANGES
How do I request an exchange?
Please submit an Exchange Request email to Customer Service within 7 days of receiving your order. Once submitted, we will review your request and guide you through the next steps.
What information should I include in my request?
To help us assist you as quickly as possible, please provide your order number, contact details, the item concerned, the size or colour you would like instead, and a brief description of the reason for your request.
What images or videos should I provide?
Please include clear photos of the parcel and the product received. If your item arrived damaged, faulty, or incorrect, we also recommend recording an unboxing video, as this helps us resolve your request more quickly. Additional information may be requested where necessary.
How will I know if my exchange request has been approved?
Our team will review your request within 2–3 business days and contact you by email with the outcome and return instructions.
Are all items eligible for exchange
Exchange requests are reviewed in accordance with our Exchange Terms. To be eligible, items must be returned in their original condition, with all tags and packaging, and without signs of wear, washing, alteration, or damage.
The following items cannot be exchanged for hygiene reasons or as final sale: e.g. earrings, intimates, sale items. Exchanges are subject to stock availability; if your preferred size or colour is unavailable, we will offer a store credit / an alternative item.
What if my item is faulty or incorrect
If you receive an item that is faulty, damaged, or different from what you ordered, please contact Customer Service as soon as possible with photos. We will arrange a replacement or refund in line with your rights under Singapore consumer protection law, including the Consumer Protection (Fair Trading) Act ("Lemon Law"). These rights apply in addition to our exchange policy.
Who pays for return shipping?
For faulty, damaged, or incorrect items, LSOUL will cover the reasonable cost of return and re-delivery. For change-of-mind exchanges of non-defective items, return shipping is at the customer's cost. We provide one complimentary exchange per order. Original shipping fees are non-refundable. Items can also be exchanged at our retail stores.
Do you offer refunds?
For change-of-mind requests, such as a different size or colour, LSOUL offers exchanges only and does not provide refunds. Original shipping fees are non-refundable. This does not affect your rights under Singapore consumer protection law, including the Consumer Protection (Fair Trading) Act ("Lemon Law") if an item is faulty, damaged, or not as described.
CONTACT
How can I contact Customer Service
For assistance with orders, products, delivery, or exchanges, you can reach our Customer Service team through any of the following:
•Email: help@grandbrandsasia.com
If your enquiry is about an existing order, please include your order number so we can assist you more quickly.
When are you available?
Our Customer Service team is available Monday to Friday, 10am to 6pm SG time, excluding Singapore public holidays. Messages received outside these hours will be answered on the next business day.
When can I expect a response?
We aim to respond to email enquiries within 1–2 business days. During collection launches, sale periods, and peak seasons, response times may be slightly longer.