Shop Info

  • Contact seller

  • Working hours

    MON~FRI : 9:00am ~ 5:00pm
  • Address

    SINGPOST REGIONAL ECOMMERCE LOGISTICS HUB 37 GREENWICH DRIVE 37 Greenwich Drive, Block A, Level 2, #02-01

  • Return address

    SINGPOST REGIONAL ECOMMERCE LOGISTICS HUB 37 GREENWICH DRIVE 37 Greenwich Drive, Block A, Level 2, #02-01

FREQUENTLY ASKED QUESTIONS


Hours of Operation:
Monday to Friday (excluding PH)
Between 9am and 12nn, 1pm and 5pm

Customer Service Hotline:


Delivery Time Frame:
2 to 4 working days
Courier Partner delivers between 9am and 6pm on Mondays to Fridays, between 9am and 2pm on Saturday

How much is the Shipping Fee?
We offer free shipping on all orders.

How do I track my order?
Once your order is updated to “On Delivery” status, a tracking number will be assigned and notified via Qoo10. You may follow this link to track: https://www.urbanfox.asia/courier-tracking/tracking/

In case you are unable to track, please refer to our Customer Service Hotline to enquire.

How do I reschedule delivery?
You may follow this link to reschedule delivery: https://www.urbanfox.asia/courier-tracking/reschedule-delivery/

In case you are unable to reschedule, please refer to our Customer Service Hotline to immediately assist.

Can I expedite delivery?
Please refer to the Customer Service Hotline to request expedited delivery however please be advised that it will be subject to approval. Orders placed before 1pm (weekdays) you may expect your parcel to be shipped to our courier partner the same day, while orders placed 1:01pm will be shipped to our courier partner the next day (or business day if placed during weekend).


My order status shows “On Request”, what does it mean?
“On Request” means that we already received your completed purchase (paid) and order is being prepared in our warehouse. Once prepared the next status should show “On Delivery”. Once received please confirm your order as “Delivered”.

Do I need to sign for the parcel upon delivery?
Yes. Reschedule delivery in case no one is available to sign for the parcel.

Note: Arrangement such as leave the parcel in the riser, shoe cabinet or doorstep is not encouraged.

Why should I confirm order as “Delivered”?
It is Qoo10’s requirement that customers should confirm receipt of their orders, this helps Qoo10 confirm that we are able to deliver your order within the committed time frame.

How to confirm my order as “Delivered”?
Login to your Qoo10 account, select “My Qoo10” then select “Shopping List” then in the “Recent Order” tab look for the order that you just received then select the “Confirm Delivery” link.

How can I change address, name and/or contact details?
For all orders already “On Request” and/or “On Delivery” status, notify us of the preferred Delivery Address. Please be advised that due to Change Address request, delivery time frame maybe extended.

Note: Please change or add address prior to placing an order to make sure that your parcel will be delivered within the standard delivery time frame.

What if I do not receive my order?
You may experience delay in the delivery of your order with us, please notify our Customer Service Hotline to immediately assist.

What happens if my order is delivered damaged?
To immediately assist, please contact our Customer Service Hotline.

How to give Excellent Service and Product Feedback?
Login to your Qoo10 account, select “My Qoo10” then select “Shopping List” then in the “Recent Order” tab, lastly select “Leave Feedback” link.

Note: For any other feedback or suggestions, send them directly to our Customer Service Officer. Feedback and suggestions are important to us, this help us improve our services.

How to cancel my order?
Customers can cancel order while order status shows “On Request”, to cancel follow the steps below:
1. Click on My Qoo10
2. Click shopping List > Cancel/Refund
3. Click on Apply for Cancel/Refund
4. Choose the cart number you want to cancel by checking the small box besides the cart number.
5. Click the Cancel under Remark.

Note: Notify us via Customer Service Hotline for an approval and refund.

How to return my order?
Please refer to Qoo10 Return/Exchange Policy, please note that Change of Mind is not considered by Qoo10. In case reason for Exchange and/or Return is acceptable to Qoo10, you may follow the steps below:
6. Click on My Qoo10
6. Click shopping List > Cancel/Refund
6. Click on Apply for Cancel/Refund
6. Choose the cart number you want to cancel by checking the small box besides the cart number.
6. Click the “Return” or “Exchange” button

If I Return an order, does it have be returned in original and unopened package?
Yes. Opened package will be accepted if return is due to damage or wrong item delivered. Item that is partially consumed will not be considered.

Is there a Return/Exchange Fee?
Return Fee is SG$4.99.

How many days before I get my payment back?
You may refer to the link for Qoo10 standard refund time frame:
https://www.qoo10.sg/gmkt.inc/CS/NHelpFaqList.aspx?searchkind=E4

Can I get a full refund for “Return” or “Cancel” order?
For Return/s: Return fee will be deducted from your payment. In case of Damage Claim or Wrong Item Delivered, a full refund shall be processed.

For Cancelled Order/s: Payment for order cancelled while “On Request” shall be refunded in full. While for order shows “Delivered” or “On Delivery” status a partial refund will be processed. Return fee will be deducted from your payment.