SUNTEC TOWER ONE 7 TEMASEK BOULEVARD #12-07
SUNTEC TOWER ONE 7 TEMASEK BOULEVARD #12-07
We only communicate with our buyers through Qpost. We will try to answer all buyer inquires within 3 business days(ex weekends and ph).
Q1. I've put items in cart. Later, I tried to order but I couldn't because they say it's sold out. Why is it for?
Please drop us a message in Qpost as sometimes we may forget to update our inventory status
Q2. I have some technical questions about the product that are not shown in the listing.
Please drop us a message in Qpost and our team will assist you on this.
Q3. How can I track my orders?
You will receive an email, together with a tracking number, notifying you that orders have been shipped. We always update our tracking information into the Qoo10 system. However If you are unable to view the tracking information, please contact us via QPOST. Our team will provide the necessary information in regards to your parcel status
Q4. What am I supposed to do if item doesn't arrive?
Please note that after you place your order, it will normally take 2-3 business days for us to process and ship your order from our china warehouse. It will take another 10-15 business days(ex weekends and ph) to reach your location. Please take note that the lead time starts from the day where we ship out from our china warehouse and not from your purchase date in Qoo10.
Q5. I still did not receive my item after the 10-20 business days lead time
Most of our customers received their items within the 10-20 business days lead time. However on the rare occasion that you did not receive the items after the lead time, it could be due to many unforseen circumstances including customs delay, lost parcel, wrong address indicated on parcel, natural disaster or holidays in China. We would appreciate that you could wait another 10 business days before sending us a message in Qpost. Normally our team will either resend or refund you depending on the situation.
Q6. HELP!! I received email notification that my purchase protection is ending soon and the status of my item have being auto switch to delivered when I have not received my item??
This have happened a several times to our buyers. We are a reputable Qoo10 seller who have done thousands of transactions in Qoo10 and we always ensure our customer receive their desired item purchased from our store. Please ignore the notification as your item should already on the way to you. Alternatively you can check your parcel in the tracking site with the tracking number provided from us.
Q7. What if I unsuccessfully received my item upon delivery because no one's at home
For all registered mail with tracking number delivered to your house, your parcel will be turned over to the nearby SingPost Office. You will need to pick your item within 10 business days of receiving the delivery slip. After 10 business days, items will be subject to returns to its origin country. We do not hold any responsibility and will not provide any refunds if this situation arises.
Note: Please bring with you your delivery slip and identification card upon claiming your parcel.
Q8. What happens in the event of damaged/unsatisfactory/expired/wrong item?
We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the above categories should not be thrown away before taking photo proof and sending the photo of the affected product
In the event that the sample you've received is damaged,unsatisfactory in any way you perceive, expired or wrong item, we will require you to photo proof of the item and send to us through Qpost. Our team will investigate and will find the best resolution for you.
Estimated Shipping Lead Time
We provide free shipping for all our items and try to ship out asap. As this is international logistics, we cannot control the shipping lead time and sometimes the lead time may be longer due to unforseen circumstances liked customs delays or long national holidays in China.
Please note that after you place your order, it will normally take 2-3 business days for us to process and ship your order from our china warehouse. It will take another 10-20 business days(ex weekends and ph) to reach your location. Please take note that the lead time starts from the day where we ship out from our china warehouse and not from your purchase date in Qoo10. We seek your patience and understanding. Please do not order if you are not able to accept our longer lead time.
Store Refund/Return Policy
If you want to get refund or return item you received,you must notify us of your intention to return within 7 days of receiving your order for approval. We do not refund products unless they are proven to be faulty. Please do not leave us any bad reviews before coming to us. We may choose not to entertain buyers who break this rule. For any other reasons, our team would assess it on a case by case basis. Please message us in Qpost before applying in the Qoo10 system.
Store Cancellation Policy
We regret to inform you that we do not allow cancellation of orders once it is placed. Our warehouse ninjas fulfill orders quickly, so we won't be able to cancel any orders that have already been processed.
Note: We aim to dispatch your items as quickly as possible and if your order has already been dispatched, we will not be able to make any changes.