Qoo10

Related FAQ - Following related FAQ will help you find answer quickly.

How to report Return/Exchange claim

How to report Return/Exchange claim

Return/Exchange : Available within 7 days after you have received the items

1. Defective/Shortage/Wrong item (Cancel/Refund)

Please go to MyQoo10 > Shopping list > Cancel/Refund and click the cart number and Apply Return or Exchanged under Apply & Remarks.

Return process : This is the process to determine whether the customer has already returned item to seller or not. This is also the step to Select the reason for return.
Step 1. Enter information of the return status (have you returned item to seller?)
Step 2. Check Refund Amount : check refund amount and Submit for Return
Step 3. Returned Completed

Exchanged : Select the reason for exchange and provide required information submitted.
Step 1. Enter information : select the reason for exchanged.
Step 2. Exchange Completed

2. Inquiry to Qoo10 customer center directly

"Item Return/Exchange is allowed within 7 days after receiving the items "

Shortage/Wrong item
Customer need to provide us the picture of received items and parcel package.



Defective item
Customer need to provide us the picture of defective items and parcel package.
(electronic item need to provide Short video showing the item is defects.)



Incorrect Size
Customer needs to provide us the picture of wrong size items by showing the measurements and size information that was advertised in the item page.
Please take the measurement with a measurement tape and also include the photo of the parcel package in order for us to help you to dispute your case with the seller.

What is option fee?

How can I use Qoo10 on mobile?

How to place in order on Qoo10

Step for - How to place in order on Qoo10.

How to use Qxpress RPC service for a return?

How to return item(s) by Qxpress RPC

What is QXpress RPC?

Qxpress RPC Service means “Return Pickup by Qxpress” (Return Pickup Center).
If Qoo10 seller has already applied “Qxpress RPC service” on seller side, then customers can return the item by Qxpress conveniently.

Return : Available within 7 days from the item delivered date (item received date).

1. Submit "Return Request" on My Qoo10 page

Step 1. Please go to MyQoo10 > Shopping list > Cancel/Refund and click the cart number and Apply Return / Exchange button.

Step 2. Please select the suitable return reason and attach related photos.
Step 3. Select the return type “Qoo10 Return Service” and preferred pick up date with address.

Step 4. Click the continue

Step 5. Check the information below and payment amount.

Click on submit for Return button to complete the Return request.

2. Print “Return label” on My Qoo10 Page

Step 1. Go to My Qoo10 > Cancel/Refund and find a item what you refunded.

(After the seller approves your return request, you can check the [Print Return label] button.

Step2. Click the Print Return Label button and print and attach to the return item securely.

1. Click the Print Return Label button and print out the label below

Once the item is returned to the seller, then the seller will make a refund for your order.

• Please pack the item as "Original Condition" with enough bubble wrap
• or paper and attach QXpress Return Label securely.

And hand it over to Qxpress driver for a return delivery.

If there is no Return Label attached to the parcel, Qxpress cannot deliver the return item to the seller.

What is Payment Services Act (PSA)?

The Payment Services (PS) Act is a forward-looking and flexible framework for the regulation of payment systems and payment service providers in Singapore. It provides for regulatory certainty and consumer safeguards while encouraging innovation and growth of payment services and FinTech. Singapore Parliament passed the Payment Service Act on 14 January 2019, to promote broader adoption of e-payments, regulates payment services and mitigates key risks.

Why am I asked to confirm my identity with a selfie photo?

By sending us a photo of yourself (selfie) holding your identity card can help us to ensure that you are indeed the person that is registering and signing up an account with us.

This will help us to authenticate your identity so as to provide a secured transaction and protect your account. All accounts will go through a verification process with the submission of the relevant documents required, and our review team may contact you separately to request a selfie verification process (if required) with you.

Here are the guidelines for selfie verification:

How does the refund process work?

1) Paypal Express Checkout
PayPal credits the refund according to how the original payment was made.
If you have used a credit card, PayPal credits to your credit card. If you used a funding source other than a credit card, your PayPal balance will receive the credit.
Please note, refunds to credit cards can take up to 30 days to appear on your statement.

2) Credit Card
If you made an order and paid by credit card(Visa/Master), the credit card transaction will be automatically cancelled. However, the period for refund may differ depending on the billing cycle of your credit card company.
Many credit card companies have stated in their terms and conditions that they have the right to take a few weeks to credit your account with a refunded amount.
Even if your credit card company charged you the fund, you don't have to worry about the refund. Your credit card company will deduct it from the next billing cycle.
(If you have an online account for that credit card, you might see the refunded amount reflected, but it may still be processing.)
※ Important: For paypal and credit card, if the refund is delayed after 60days of making a payment, you will get the refund to your Qaccount.

3) PayLah
If you made an order and paid by PayLah, your money will be refunded into Paylah mobile wallet.
Please note, a refund will be credited into Paylah mobile wallet once the order has been cancelled.
Any other failed transaction by PayLah will automatically be refunded into PayLah mobile wallet.
※ Important: If un-placed order via Paylah case or any other failed transaction will be refunded automatically within 1 hour to Paylah account.

4) Qaccount (Qmoney Balance)
Whether you have used the Qoo10-Protected Bank Transfer, Real-time Bank transfer via I-banking (e-Nets) or Qaccount as the payment method, your money will be refunded as Qmoney into your Qaccount.
Once the money is refunded to your Qaccount, you can do shopping with your balance in Qaccount for your next purchase.
If you want to withdraw the fund in Qaccount, go to [My Qoo10] > [Qaccount] > [Qmoney] > [Withdraw] to transfer the balance from Qaccount into your personal bank account. (It may take 2~3 working days)

How to post inquires to seller?

The contact information for each seller is available on the item page.

You can ask any question in relation to the item page.

The buyer may contact the seller and their information is found at the top of the page, and at the bottom of the page and can be seen as "Question" or "Inquire to the seller" under the Q&A board.

 

Click the button, to post any question to the seller.

History of your inquiries can be viewed at my inquiry page in My Qoo10> My inquiry

      

How to check the completed orders (For registered members)

To check on your order, sign in to Qoo10 first and click on the "Qoo10" button (at the right top of the page) and "Shopping List" button.

If you want to check your past orders history, kindly change the date range accordingly.

If you click the cart number, you are able to check the order number and detail information of your orders.