FAQ

Order
When should I book my winter wear rental ?

We recommend booking 3 months in advance before your trip for best availability. Peak seasons from November – March get fully booked quickly

What is the minimum rental period for winter wear rental ?

The minimum rental period for winter wear rental at WinterBuddy is 7 days.

✔ The rental period starts on the day you receive your winter clothes
✔ It ends on the day we collect or you return the items
✔ Flexible rental duration is available for longer trips

Can I change my winter wear rental items after placing an order?

Yes, you can request to change your rented winter wear items after placing an order, but all changes are subject to availability.

✔ We will do our best to accommodate your request
✔ Product exchanges depend on stock availability and booking period

Please contact us via WhatsApp to check for possible adjustments.

Can I extend my rental period after renting ?

Extensions depend on item availability. Please contact us via WhatsApp to check if an extension is possible.

Which collection date & return date should I pick?

We recommend scheduling collection/delivery at least 2 days before your departure to allow time for exchanges if needed.

For example, if your travel dates are December 4–12, book December 2–13.

  • Collection :2 December 
  • Pickup:13 December 
  • Total rental duration:11 days
Why security deposit is required ?

A security deposit  ensures that products are returned on time and in good condition.

When will my security deposit be returned ?

Your security deposit will be fully refunded within 24 hours  after we confirm the products are returned in good condition via PayNow.

Can I cancel my order ?

Yes! A staggered refund applies:

  • 80% refund for cancellations 30 days or more before delivery
  • 50% refund for cancellations 15-29 days before delivery
  • No refund for cancellations 14 days or less before delivery
What happens if my trip is cancelled due to emergencies (e.g. war, natural disaster, or medical reasons)?

If your trip is cancelled due to unforeseen circumstances such as war, natural disasters, or medical conditions, within 24 hours before your departure, please contact us immediately with supporting documents.

✔ Provide proof (e.g. airline notice, travel agent email, or doctor’s letter)
✔ Requests should be made as soon as possible, ideally before departure
✔ Approved cases will receive a full store credit refund

✔ Store credit is valid for 2 years and can be used for future rentals

Try On
Can I try the winter wear first before renting ?

Absolutely! you can book for try-on here 

How do I choose the right winter jacket or boots for my travel destination?

If you’re unsure which winter jacket or boots are suitable for your trip, we can recommend the best options based on your destination and travel dates.

✔ Share your travel destination and dates during your try-on booking
✔ Our team will recommend suitable jackets, boots, and layering
✔ Guidance is tailored to temperature and travel activities

Book a try-on appointment to get personalised winter outfit recommendations

Exchange and Refund
How can I exchange or get refund if the rented winter clothes are faulty ?

We carefully check all winter wear before collection, but if you receive a faulty item, you can request an exchange or refund.

✔ Please contact us within 24 hours of receiving the items
✔ Requests must be made before your departure date
✔ We will arrange a replacement or refund depending on availability

Contact us via WhatsApp when you receive the product on the day of delivery if you’d like to exchange the product. 

What should I do if my rented winter clothes become faulty during my trip ?

If your rented winter wear becomes faulty during your trip, please contact us immediately and we will assist you with a solution.

✔ All items are checked thoroughly before rental, but unexpected issues can happen
✔ Our team will help you find alternative solutions based on your location and situation
✔ We aim to ensure you can continue your trip comfortably without disruption

Cleaning
Do I need to wash rented winter clothes before returning?

No, you do not need to wash any rental items before returning.

✔ All items are professionally cleaned after every rental
✔ Saves time and laundry cost
✔ Return directly after your trip

How do you clean the winter clothes ?

All winter wear is professionally cleaned and sanitised using special detergents designed for winter jackets and insulated gear.

 

Delivery and return
Do you offer delivery and return for winter wear rental ?

Yes, we provide delivery and return services across Singapore with additional charge.

✔ Convenient for busy families
✔ No need to carry bulky items
✔ Easy return after travel

How do I return my rented winter wear ?

If you opt for delivery and return

  • Put all rented items in the provided bag.
  • Place the bag outside your doorstep
  • We will collect on the last day of your booking

If you opt for self collection, please drop it to our storage on your last date of rental

What happen if I return late ?

Late returns may affect other customers’ orders. A SGD 2 late fee per day will be charged and deducted from your deposit.

Loss and Damage
What happens if I accidentally lost or damage the products ?

Minor wear and tear is acceptable. For significant damage:

✔ Repair or replacement charges may apply
✔ Security deposit may be used if needed