Returns & Exchanges Policy

We want you to love what you ordered. Before placing your order, please take a moment to double-check that you have selected the right size, colour, and delivery address. This helps us get your order to you perfectly.

Returns & Exchanges

To be eligible for an exchange, items must be returned unworn, in their original brand-new condition, with the original shoebox and any tags intact. Exchange requests must be initiated within 14 days of receiving your order. We review all exchange requests on a case-by-case basis and reserve the right to assess each request individually.

Please note that all approved exchanges are final, and subsequent exchange requests on the same item will not be entertained.

Complimentary Gifts: If your order included a complimentary gift such as socks, shoe care products, or any other surprise item, the free gift must also be returned together with the main item for your exchange or refund to be processed.

How To Return Your Item

We offer two convenient ways to return your item:

Option 1: Courier Return

You are welcome to mail the item back to us using your preferred courier. Please note that return shipping costs are borne by the customer.

For Singapore orders: The original delivery fee of $4.90 will also be deducted from your refund. This applies to orders that previously qualified for free shipping (orders above SGD $80), as the waived delivery fee will be recovered upon return.

For Malaysia orders: The original delivery fee of MYR 15 will also be deducted from your refund. This applies to orders that previously qualified for free shipping (orders above MYR 300), as the waived delivery fee will be recovered upon return. Please mail the item back to our Singapore address below using a tracked international courier service, and retain your tracking number as proof of postage.

Option 2: Return at Our Flagship Store

You are also welcome to return the item in person at our flagship store at Suntec City (West Wing, #02-348). Kindly drop us a message beforehand so we can be ready to assist you. Please note that the original delivery fee of $4.90 will be deducted from your refund, as the waived delivery fee from your original order above SGD $80 will be recovered upon return.

Please note that in-store returns are available for Singapore customers only. Malaysia and all other international customers please use Option 1.

Once we receive your item and confirm it is in its original condition, your refund will be processed back to your original payment method within 5 to 7 business days.

Items returned in a condition that does not meet our eligibility criteria (including items that show signs of wear, missing the original shoebox or tags, or not returned with any complimentary gifts included in the original order) will be returned to the customer at their cost, and no refund or exchange will be processed.

Return Address (for Courier Returns):

•       Rad Russel Online

•       No. 5 Upper Aljunied Link, #02-04 Singapore 367903

Please complete the Return Form included in your parcel. If you need a copy, feel free to reach out to us at sales@radrussel.com

Defective Or Incorrect Items

We are sorry if you have received an item that is not quite right. We will do our best to make it right for you.

To get started, please send us your order details along with a photo of the defective or incorrect area to sales@radrussel.com or reach us on WhatsApp at https://wa.me/6580693308.

Domestic Orders (Singapore):

Kindly mail the defective or incorrect item within 10 working days from the date you received your parcel. Requests submitted after this period may be harder for us to accommodate.

Please note that cash refunds are generally not available unless the item's model is out of stock. This applies to both regular and sale items. If a sale item is defective or incorrect, we will gladly arrange an exchange or refund for you.

International Orders (including Malaysia):

For international orders, refunds are available once the item has been returned within 30 days of the delivery date. Unfortunately, we are unable to process exchanges for international orders at this time.

Please note that for Malaysia orders, the original delivery fee of MYR 10 will be deducted from your refund if your order previously qualified for free shipping (orders above MYR 180), as the waived delivery fee will be recovered upon return.

Please also note that a size variance of 0.5 to 0.8 inches may occur due to manufacturing differences. This falls within the accepted tolerance range and will not be considered a defect.

Ordered The Wrong Size?

We understand that sizing can sometimes be tricky. If you have ordered the wrong size, we are happy to help with an exchange, subject to the following conditions:

•       Applicable to non-sale items only (for size exchanges; defective sale items are eligible, see above)

•       Available for domestic (Singapore) orders only

•       Item must be mailed back within 10 working days of receiving your parcel

To arrange an exchange, simply drop us an email at sales@radrussel.com or message us on WhatsApp at https://wa.me/6580693308 and we will guide you through the next steps.

Please note that return postage costs are borne by the customer, as all measurements are provided in the product details for your reference.

Need Help?

We are always happy to assist. You can reach us through:

•       Email: sales@radrussel.com

•       WhatsApp: https://wa.me/6580693308

Thank you for shopping with Rad Russel. We appreciate your support and are committed to making your experience a great one.