FAQS

Q1. I've put items in my cart. Later, I tried to order but I couldn't because they say it's sold out. 

A. Please reach out to us and send us a message so we can notify you as soon as the item becomes available.

Q2. What am I supposed to do if the item doesn't arrive?

A. Please reach out to us and send us a message so we can assist you in tracking your item.

Q3. My order arrived with damage or has missing parts:

A. Please reach out to us through our contact us page and state which parts are damaged. We will require our customers to send us clear pictures of the broken (scratch, dented, cracked) part of the item or the missing part itself. As soon as we receive the valid proof, we will process your refund within 48hrs. We will send you a refund confirmation via email.

Q4. My order never arrived, what should I do?

A. As soon as we confirm your payment, you will receive an email confirming your order. We ship our products from various warehouses. It usually takes        5 to 7 business days to prepare your orders, and our company sends you the tracking id between 7 - 10 business days or earlier. You can track your order as soon as the tracking id is available. Please ensure that you place your complete name, contact information, and shipping address to prevent any delays.

Q5. Can I replace the item I received?

A. If you ordered an item have been marked as a FINAL SALE or that is considered an intimate item (Apparel, Swimwear, Footwear), custom-made item, home decor, and furniture, then we are unable to replace the item that has been purchased or delivered. However, if the item does not fall under the above product categories, we can process a replacement. Please reach out to us via our contact us page with your complete name and order id number. We will request clear front and back images of the item that needs to return. Please note that the customers are responsible for any shipping cost that will incur in returning the item to one of our warehouse/sorting centers. Items that need to be returned or replaced should be well packaged in unused.

Q6. What is considered as a FINAL SALE item? 

A. All apparel, swimwear, footwear, custom-made items, home decors, and furniture are all considered Final Sale. We highly encourage our valued customers to check the correct sizing measurement before they place their orders.

Shipping

• Major Shipping Company: FedEx / DHL /  YAMATO
• Usual Shipping Period: 7 - 20 days maximum
• Shipping rate: The shipping rate can differ from item to item and location. Please see the individual item page.

Refund/Return

• If you want to get a refund or return an item you received, please apply on my Qoo10.

• We don't accept the cases below:

  • If the item is marked as a FINAL SALE.
  • After 7 days from receiving the item.
  • If items are open/used or damaged.
  • If you send the item without prior contact.