TERMS & CONDITIONS
EXCHANGE
These Exchange Terms apply to purchases made on the LSOUL Singapore online store and at LSOUL boutiques in Singapore, operated by Grand Brands Asia Pte Ltd. Nothing in these terms affects your rights under the Consumer Protection (Fair Trading) Act 2003 (including the "Lemon Law") and other applicable Singapore laws.
1. Change-of-Mind Exchanges: Eligibility
These conditions apply to exchanges requested for size, colour, or personal preference.
•Each order is eligible for one (1) change-of-mind exchange.
•To initiate an exchange, please submit an Exchange Request email to Customer Service within 7 days of receiving your order, with your order number, the item concerned, and photos of the item and packaging.
•Once your request is approved, items must be returned within 7 days of the approval email.
•Items must be returned in their original condition, with all tags, packaging, and accompanying accessories intact. Products must be unworn, unwashed, unaltered, and free from stains, odours, or any form of damage.
•Items purchased during promotional campaigns, markdowns, or sale periods are not eligible for change-of-mind exchange.
•The following items are not eligible for change-of-mind exchange for hygiene reasons: e.g. earrings, intimates.
2. Change-of-Mind Exchanges: Conditions
•Customers are responsible for the shipping costs of returning the original item and delivering the replacement item.
•Exchange items must be of equal or greater value than the original purchase. If you select an item of higher value, you will pay the price difference. If you select an item of lower value, please note that no balance will be refunded.
•Exchanges are subject to stock availability.
•Original shipping fees are non-refundable.
•LSOUL may decline a change-of-mind exchange request
that does not meet the conditions above.
3. Faulty, Damaged, or Incorrect Items
•If your item arrives damaged or you receive the wrong item, please contact Customer Service within 7 days of delivery with clear photos of the item and packaging. An unboxing video is recommended, as it helps us resolve your request faster.
•Where a defect, damage, or fulfilment error is confirmed, LSOUL will arrange a replacement, or refund in accordance with the Consumer Protection (Fair Trading) Act 2003 (including the "Lemon Law") and other applicable Singapore laws, at no cost to you, including return and re-delivery shipping.
•The one-exchange limit in Section 1 does not apply to faulty, damaged, or incorrect items.
4. Exchange Methods
•Exchanges may be arranged via courier service, or in person at our boutique with your order confirmation and the item.
•For courier exchanges, items should be securely packaged, with your order number and contact details clearly stated.
•For change-of-mind exchanges, we recommend using a trackable service and keeping a record of the item and package before shipment. LSOUL is not responsible for loss or damage in transit for items returned by the customer. For faulty, damaged, or incorrect items, LSOUL will arrange the return shipment.
5. Third-Party Marketplaces
•Orders placed through third-party platforms, including Shopee, Lazada, Zalora, TikTok Shop, and other marketplaces, are subject to the return and exchange policies of the respective platform and must be handled through that platform.
6. Refunds
•Change-of-mind purchases are final. LSOUL does not offer refunds for change-of-mind requests; eligible items may be exchanged as set out in Sections 1 and 2.
•This does not limit your rights under the Consumer Protection (Fair Trading) Act 2003 (including the "Lemon Law") and other applicable Singapore laws for items that are faulty, damaged, or not as described, which may include a refund.
7. Governing Law
•These terms are governed by the laws of Singapore.
•LSOUL may update these terms from time to time. The version in effect on the date of your purchase will apply.
SHIPPING
At LSOUL, each piece is prepared with intention before making its way to you. The information below outlines our shipping process and delivery guidelines for orders placed on the LSOUL Singapore online store.
Delivery Areas
•We deliver to residential and commercial addresses across mainland Singapore. Delivery is not available to PO Boxes, military installations, or other addresses that our appointed delivery partner is unable to service.
•We currently deliver to addresses within Singapore only.
Processing
•Orders are generally prepared and dispatched within 2–3 business days.
•Orders are processed on business days only, excluding weekends and Singapore public holidays. Orders placed after 2pm SG time will be processed from the next business day.
•Processing times may be longer during collection launches, sale periods, and peak seasons, or due to product availability.
•You will receive a shipping confirmation email with your tracking number once your order has been dispatched.
Delivery Options, Processing Time & Fees
•Standard delivery via our appointed 3rd party service provider, 1–3 business days after dispatch. Standard delivery is S$7, and complimentary for orders above S$100.
•Delivery timelines are based on estimated projections. Transit times may occasionally be affected by carrier operations, weather conditions, or other circumstances beyond our control.
Duties & Taxes
•All prices on our Singapore online store are inclusive of GST. There are no additional duties, taxes, or customs fees for deliveries within Singapore.
Shipping Information
•Please ensure that all shipping details, including your unit number and contact number, are entered accurately at checkout.
•If you notice an error after placing your order, please contact Customer Service as soon as possible. While we will always do our best to assist, changes cannot be guaranteed once an order has entered processing.
Failed or Unsuccessful Delivery
•If a delivery cannot be completed because no authorised recipient is available, our delivery partner may attempt redelivery or make alternative delivery arrangements.
•If a parcel is returned to us because of an incorrect address provided at checkout or repeated unsuccessful delivery attempts, we will contact you to arrange redelivery at your cost.
Lost or Damaged Parcels
•If your parcel shows no tracking movement for 5 business days, or arrives visibly damaged, please contact Customer Service within 7 days of the expected or actual delivery date.
•We will investigate with the carrier and, where a parcel is confirmed lost or damaged in transit, we will arrange a replacement or a refund at no additional cost to you.
•Nothing in these terms affects your rights under the Consumer Protection (Fair Trading) Act 2003 and other applicable Singapore laws.
Additional Information
•While every effort is made to ensure a smooth delivery experience, occasional delays may occur due to factors outside of our control.
•If you require assistance at any stage of the process, our Customer Service team will be pleased to help.
MANAGING COOKIES
This Cookie Policy explains how LSOUL, operated in Singapore by Grand Brands Asia Pte Ltd, uses cookies and similar technologies on lsoul.sg, the purpose of these cookies, and how you can manage your preferences. It should be read together with our Privacy Policy, which explains how we handle personal data in accordance with the Personal Data Protection Act 2012 (PDPA).
What Are Cookies
•Cookies are small text files stored on your device(computer, smartphone, or tablet) when you visit a website. We also use similar technologies, such as pixels and tags, which work in a similar way; this policy refers to all of these as "cookies".
•Some cookies are deleted when you close your browser (session cookies). Others remain on your device until they expire or you delete them (persistent cookies), allowing the website to recognise your device on future visits. Only the party that places cookie can read or modify its content.
Why We Use Cookies
•When you browse our website, cookies may be placed on your device by us or by trusted third parties.
•We use cookies to keep the website working properly, remember your preferences, understand how the website is used, and support our marketing and advertising.
•Some cookies may collect personal data, such as your IP address, device identifiers, and browsing activity on our website. We handle this information in accordance with our Privacy Policy.
Types of Cookies We Use
A. Cookies Set by Us or Our Service Providers
Essential cookies
•Required for core website functionality, including
security, account access, your shopping bag, and checkout.
•These cookies are always active, as the website cannot function properly without them. Blocking them through your browser may prevent features such as checkout from working.
Analytics and personalisation cookies
•Help us understand how visitors use our website, so we can improve its performance, usability, and shopping experience, and remember your preferences such as region or language.
Advertising and measurement cookies
•Used to show you content and advertising that may be relevant to you, on our website and other platforms, and to measure the performance of our campaigns.
•If your device is shared by multiple users or browsers, we cannot guarantee that cookie-based services or advertising will reflect only your personal use.
B. Cookies Set by Third Parties
•Some cookies on our website are set by third-party services. These cookies are governed by the privacy policies of those third parties.
•We may integrate third-party tools that allow content sharing or interaction through social platforms, such as "Share" or "Like" features. These services may collect information about your browsing activity, even if you do not actively use those features.
•Some of these third parties may process information outside Singapore. Where this happens, we take steps to ensure your personal data receives a comparable standard of protection, as described in our Privacy Policy.
•We recommend reviewing the privacy policies of these third parties for more information on how they use your data.
Managing Your Cookie Preferences
•You may choose whether to allow cookies by adjusting your browser settings.
•You can also block or delete cookies through your browser settings, usually found in the help or settings menu.
•Please note that disabling certain cookies may affect website functionality and limit access to some services.
Contact Us
•If you have any questions about this Cookie Policy or how we handle your personal data, please contact our Data Protection Officer at adrian.chaiws@grandbrandsasia.com.
Updates
•We may update this Cookie Policy from time to time.
•Any changes will be published on this page with an updated revision date.
PRIVACY & DATA USE NOTICE
Effective Date: 1st October, 2026
We respect your privacy and value your trust.
This notice explains how Grand Brands Asia Pte Ltd ("LSOUL", "we", "us") collects, uses, discloses, and protects your personal data when you visit or shop on lsoul.sg. We handle your personal data in accordance with Singapore's Personal Data Protection Act 2012 (PDPA).
By providing your personal data to us, or by continuing to use our website after being notified of this notice, you consent to the collection, use, and disclosure of your personal data as described here. Where the law requires separate consent, such as for marketing messages or non-essential cookies, we will ask for it separately.
1. Information We Collect
We collect only what is relevant and proportionate, including:
•Information you provide directly, such as your name, email address, phone number, shipping and billing address, date of birth and order details;
•Payment information, which is processed securely by our payment providers. We do not store your full card details;
•Technical data, such as your IP address, browser type, and device information;
•Usage data collected through cookies and similar technologies;
•Communications with us, such as enquiries and exchange requests, including any photos or videos you send.
2. How We Collect Your Information
•Directly from you, when you place an order, create an account, subscribe to our newsletter, or contact Customer Service;
•Automatically, through cookies and similar technologies when you use our website;
•From third parties, such as payment and delivery providers, social media services, and advertising partners, where permitted by law.
3. How We Use Your Information
•Process orders, payments, deliveries, and exchanges;
•Manage your account and provide customer support;
•Send you marketing communications, where you have consented;
•Improve website performance and your shopping experience;
•Measure and optimise advertising performance;
•Prevent fraud and keep our website secure;
•Comply with legal and regulatory obligations.
We do not sell your personal data.
4. Marketing Communications
•We will only send you marketing by email, SMS, or WhatsApp if you have opted in.
•You can unsubscribe at any time using the link in our emails, by replying "STOP" to SMS or WhatsApp messages, or by contacting us.
•We will not send marketing messages by phone call, SMS, or WhatsApp to Singapore numbers registered with the Do Not Call (DNC) Registry unless you have given us clear and unambiguous consent.
5. Cookies, Analytics & Advertising
•We use cookies and similar technologies for essential website functionality, analytics (such as Google Analytics 4), and advertising and measurement (such as Google Ads, Meta, and TikTok).
•You can manage your preferences at any time through "Cookie Settings" or your browser. For more details, please see our Cookie Policy.
6. Sharing of Data
We may share your personal data with the following, only to the extent necessary:
•Service providers that help us run our business, such as payment processors, logistics and delivery partners, IT and website hosting providers, and customer service tools;
•Analytics and advertising partners;
•Professional advisers, and authorities or regulators where required by law.
All partners are required to protect your data and use it only for authorised purposes.
7. International Data Transfers
•Some of our service providers may process your personal data outside Singapore.
•Where we transfer personal data outside Singapore, we take steps to ensure the recipient provides a standard of protection comparable to the PDPA, for example through contractual safeguards.
8. Your Rights
Under the PDPA, you may:
•Request access to the personal data we hold about you, and information on how it has been used or disclosed in the past year;
•Request correction of any error or omission in your personal data;
•Withdraw your consent to our collection, use, or disclosure of your personal data at any time, with reasonable notice. We will explain the likely consequences (for example, we may be unable to process orders) before acting on your request;
•Requests can be made using the contact details below. We will respond within 30 days. A reasonable fee may be charged for access requests, and we will let you know of it before processing your request.
9. Data Security & Retention
•We apply reasonable technical and organisational measures to protect your personal data against unauthorised access, use, or disclosure.
•In the event of a data breach, we will notify the Personal Data Protection Commission (PDPC) and affected individuals where required by law.
•Personal data is retained only for as long as necessary for the purposes it was collected for, or as required by law.
10. Children
•Our website is not intended for children. If you are under 13, please use our website with the involvement of a parent or guardian.
11. Contact Us
•For questions, requests, or complaints about your personal data, please contact our Data Protection Officer at adrian.chaiws@grandbrandsasia.com.
12. Updates
•This notice may be updated periodically. Any changes will be posted on this page with a revised effective date.
This website is owned and operated by Grand Brands Asia Pte Ltd.