What is HighStreetLabels.com/HSL?
HighStreetLabels.com (HSL) is an exclusive online destination where registered members can purchase luxury & premium brands through private sale events, each open for just a brief window of time.

What does a Sale/Show mean?
Sales or shows are shopping events on HSL which last for a fixed duration of time where members can shop and enjoy exciting offers on fantastic brands.

Do shows take place only online or at some physical location?
All shows take place online at our website HighStreetLabels.com.

An item that I want is sold out. Will it ever become available again?
We are always on the look-out for more designer brands to work with HighStreetLabels.com. Unfortunately, we cannot guarantee that we will be able to get that item you wanted.

How do I know that the products you sell are authentic?
HighStreetLabels.com secures its merchandise from, and only from, authorized trade sources in different locations and territories to bring you these amazing deals. All products are brand new and authentic and we take great pains to ensure this.

How do I invite my friends?
At HighStreetLabels.com, we love it when you spread the style around! We want you to help shape and grow our community. To invite your friends, click on the ‘Invite Friends’ tab at the top menu bar and follow the instructions. You’ll be on your way to making someone happier today and earning more HSL credits!

What do I get for referring a friend?
You will be rewarded with HSL credits when a friend, invited by you, completes his/her first purchase transaction on HighStreetLabels.com.

The amount of reward credits will be the following:

• In Malaysia - MYR 25
• In Singapore - SGD 10
• In Philippines - US$ 10
• In Hong Kong - US$ 10
• In Indonesia - US$ 10

How do I know if my friends join?
e-mail notification will be sent to you informing you that a friend, upon receiving an invitation from you, has joined Highstreetlabels.com.

How do I know if my friend has made a purchase?
Once your friend makes his/her first purchase, an email will be sent to you, notifying you that, the purchase has been made and that HSL credits have been added to your account.

What are “HSL Credits”?
HSL credits are complimentary credits which a registered member may receive from HSL and can be used to purchase items on HighStreetLabels.com only, subject to Terms of Service.

How can I earn HSL credits?
You can earn HSL credits in the following ways:

• By registering at Highstreetlabels.com,
• By referring a friend to HSL (You will earn credits upon the 1st purchase made by the friend you referred),
• By receiving a Gift card from a friend,
• By winning spend-based credits as a reward through a promotion on HSL.

What is the value of 1 HSL Credit?
1 HSL credit is equivalent to one unit of currency (MYR/ SGD/ USD/AUD/INR) on HighStreetLabels.com.

How do I monitor my credits?
You may view your credits by going to 'My Account' and entering the 'My HSL Credits' section.

Will my HSL credits expire?
HSL credits expire according to the validity of the credits depending upon the manner of acquisition of the credits. The validity of credits is mentioned below:

• Credits issued in lieu of refund: 6 months from date of acquisition
• Credits redeemed through gift card: 6 months from date of acquisition
• Credits issued at the time of sign up: 3 months from date of acquisition
• Credits issued for referral: 3 months from date of acquisition
• Credits issued during based promotions: 3 months from date of acquisition
• Credits redeemed through gift card: 6 months from date of acquisition.

A gift card is an item which you (any registered member) can purchase and gift to your friend, who may use the gift card to purchase items on HighStreetLabels.com.

How can I purchase a Gift card?
You can purchase a gift card by going to the ‘Gift Card’ section available on the top menu and entering the required details (including desired value) and selecting 'Add to cart'. Thus, a Gift Card can be purchased like any other item on HSL.
Once payment for the gift card is complete, the gift card will automatically be sent via e-mail to the recipient.

A few points to be noted regarding Gift Cards:

• Gift cards can be extended by an existing HSL member only.
• They are redeemable only at Highstreetlables.com.
• They are not transferable and cannot be clubbed with any other offer unless otherwise mentioned.
• Registration on HSL is a prerequisite to use a Gift Card.
• Gift cards may be used to purchase an order provided the value of the Gift Card covers the price of the product.
• Non American Express Card members may use a Gift Card to purchase.

High Street Lounge is an exclusive, member’s only lounge for HSL’s loyal members. Membership is based on a predetermined spend on HSL. Members can avail exclusive offers and benefits ranging from complimentary Private Shopping Sessions to exclusive offers on merchandise, which is not available to regular members.

How can I become a member of High Street Lounge?
Membership to The High Street Lounge is based on the amount you spend on HSL i.e. it is spend based. Membership is achieved by fulfilling the below mentioned criteria:

Qualifying criteria

• A minimum spend of INR 50,000 on HighStreetLabels.in within a period of 90 days of the date of your registration.
• Purchases using HSL credits are not considered while calculating the minimum spend required for High Street Lounge membership.

Private Shopping sessions allow select members to enter a show before it is open to all other HSL members. Thus giving these select members the exclusive advantage of viewing a show before anyone else and making purchases without worrying about the products being sold out
A few points to be noted:

• Private Shopping sessions will be made available before the session begins;
• May be extended to High Street Lounge members on a complimentary basis;
• Are not applicable on all shows;
• The duration of the session is limited as specified;
• The use of the session is non transferable.

How can I change my order after it has been placed?
It is not possible for us to alter your order once it enters our system. This includes not being able to change the delivery address. Therefore, before you process your payment, you are requested to do a quick check to ensure everything is in order and to your satisfaction.

Can I cancel an order?
An order may be cancelled within 30 minutes of its placement. The option to ‘cancel’ an order is available beside the product order on the ‘My orders’ section within ‘My Account’.

Which size should I choose / how do I know which size to choose?
Please refer to the Brand specific Size charts which are available beside the products displayed.

What payment methods do you accept?
You can make your payment using:

• American Express®, Visa®, Mastercard® Cards
• Cash on Deliver (Applicable on select items in Singapore & India)
• HSL Credits and Gift Cards

Is my payment secure?
Payment is made using a secure American Express Gateway. Safekey - Online fraud prevention software ensures that your transaction is protected.

What happens if my payment fails? In the event of a payment failure, the In the event of a payment failure, the amount will be credited back to the member’s account. If HSL Credits were used in the transaction, the same would be credited to the member’s account as well within 24 hours. If you face any problems regarding a payment, please contact us with the payment details at the earliest.

When do I receive my order (Shipping Timelines)?
All products ordered will be delivered to the customer within 10 to 28 days from the date of order booking. There are no separate/ additional charges for custom duty/ taxes or freight unless specified. The delivery will be made on all dates except Sundays and Public Holidays based on schedule as below:
Monday to Friday: 9 AM to 1PM and 2PM to 6 PM. A delivery after 6 PM will be made at an additional cost, if requested.
Saturdays: 9AM to 1PM

Are there any shipping charges I need to pay on delivery?
Shipping is complimentary for all products at HighStreetLabels.com, unless otherwise specified.

What are Custom Duties and Taxes?
There are no separate/additional charges for custom duty/taxes or freight unless specified.

There are no separate/ additional charges for custom duty/ taxes or freight unless specified.

How do I return an order?
How do I return an order? Return Process:

• Log into ‘MY ACCOUNT’ section and go to 'My Orders'.
• Click on the 'RETURN' tab beside the order you wish to return and fill in the query sheet and submit
• The details will be forwarded to our CRM (Customer Relationship Manager) who will get in touch with you to assist you further.
• Singapore Post will contact you for picking up the product at the appointed time.
• Please hand over the product with the acknowledgement mail from CRM to Singapore Post.
• The product will be sent to our quality team, who will inspect the product based on reason code mentioned by the customer.
• Once certified by our quality team, the HighStreetLabels.com credits will be credited to your account.
• In case the quality teams do not certify the claim, the inward freight and taxes as applicable will be claimed from the customer and the product will then be shipped to the customer on ‘TO PAY’ basis. The customer in such a case has to bear all applicable duties and freight for products resent.

What are the circumstances under which a return will be accepted?
The return will be accepted if the product is DAMAGED, DEFECTIVE or if the product delivered is not as per the order.

• DAMAGED -The product is said to be damaged if it is broken / torn/ chipped/ deformed or dented/ parts coming out /scratch marks with paint ripping off or leaving prominent marks etc. These things impacting the aesthetics or functioning of the product prominently will be classified as Damage.
• DEFECTIVE- The product is said to be defective when there are faults intrinsic to design /manufacturing or material used as a result of which it affects the functioning / aesthetic / or durability of the product.
• WRONG DELIVERY – Delivery is defined as WRONG when the article ordered by the customer / company and article actually delivered is not matching the specification in terms of product , features , size , design , colour , weight , pieces etc

Which items do not qualify for returns?
Merchandise in the following categories will not qualify for returns:

• Lingerie and intimate wear
• Swimwear
• Cosmetics
• Perfume
• Sunglasses
• Jewellery
• Art

When can I return my order?
The item needs to be returned within 5 working days from the date of receipt.

What are the benefits that can be enjoyed?
Marine insurance coverage for the actual purchase value capped up to US$50,000 for any one transaction that is provided to you free of charge for purchases made through HighStreetLabels.com. What is the general coverage under this insurance?
Coverage provided herein is an all risks cover. The assured must show they have suffered a loss and that the loss is accidental/fortuitous.

What is the maximum limit under this free insurance coverage?
The maximum limit for claims goes up to US $50,000 for any one Card member for any one conveyance/location.

Is this insurance applicable for all types of cargo?
It is applicable to all relevant cargos under the HighStreetLabels.com scheme pertaining to the insured’s interest, except:

• Shipment of bullion, antiques, cash, works of art, jewellery, watches, IC chips, disk rams, precious metals, documents of value, credit cards, SIM cards and all fragile cargo.
• Perishable and temperature controlled goods.

What is the basis of valuation for the cargo?
It is Invoice value plus 10%.

How do I make a claim?
It’s simple! Just download the AXA Insurance Marine Cargo General Claim Form from the website. Fill the form and fax it to AXA Insurance at +65 6880 4739 and they will contact you for further verification.

What is the procedure in event of loss or damage?
In the event of loss or damage or other event which may give rise to a claim in excess of any applicable deductibles, it is essential that the following claim procedures are adhered to: Details of the loss / claim are to be immediately provided by the claimants to AXA Insurance Singapore Pte Ltd. We may at our discretion appoint the nearest Lloyd’s Agents or W K Webster’s Agent as our surveyor agent for the matter of any loss/claim.

AXA Insurance Singapore Pte Ltd.
8 Shenton Way, #27-01 AXA Tower
Singapore 068811
Tel: +65 63387288 & or +65 6880 4641
Fax: +65 68804739
Email: han.chinglong@axa.com.sg or daniel.tay@axa.com.sg

What are the duties of the assured?
It is the duty of the insured and their agents, in all cases to take such measures as may be reasonable for the purpose of averting or minimizing a loss and to ensure that all rights against carriers, bailees or other third parties are properly preserved and exercised. In particular, the insured or their agents are required:-

• To claim immediately on the carriers, port authorities or other bailees for any missing or damage packages.
• To apply immediately for survey by carriers or other bailees' representatives if any loss or damage be apparent and claim on the carriers or other bailees for any actual loss or damage found at such survey.
• To give notice in writing to the carriers or other bailees within 3 days of delivery if the loss or damage was not apparent at the time of taking delivery.