We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at email@example.com (if applicable). We regret to inform you that no refunds will be given for orders that fall under the below categories. 1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us. In the event of lost mail, we will try to locate the delivery team in Singpost and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.