Answers to your most frequently asked questions

How do I file a return/refund request?

Please note that you will only be able to file for a return request after you have received your order. As for refunds, customers are encouraged to speak to the merchant to file for a request. Orders that have yet to be processed may still be cancelled.

If your order has not been processed or shipped:

Please go to DashBoard > All Orders > Search for your order (Status: Payment Completed) > Click on ‘Cancel’

If your order is processed:

Please contact the merchant directly via the ‘Chat Now’ function on their store to file for your requests. You may seek the assistance of our customer service agents In the event that the merchant is unresponsive after 3 working days.

Please consult either the merchant or seek for the assistance of our customer service agents on matters regarding your eligibility for returns. Do note that requests are subject to the merchant’s exchange policies.

a. Log on to search for your merchant’s store on the given search bar.

b. Select the merchant’s store on the results page.

c. Once on the merchant’s homepage, you may select the ‘Chat Now’ button located below the header.

d. State your request and your order ID. You should also accompany your request with a screenshot of your invoice and pictures to support your request. This is especially important if you wish to return an item that was wrongly delivered or a damaged item.

You can also request for return/refund with sellers on the product page via the speech bubble icon located at the bottom left hand corner of your phone.

If the merchant fails to get back to you within the given timeframe of 3 working days, you can contact our customer service agents via our SuperMom chat. You may also write in to us at [email protected]. For urgent requests, please call our hotline at +6531384710 or +6531384453. Our hotline is open from Mondays to Fridays between 10 a.m. to 5.00 p.m.

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