Hi, how can we help?

Can I change my delivery address?

Yes. You can change your delivery address if your order fulfills all prerequisites.

If the order is not eligible for an address change, you will need to cancel the order and place a new order with the correct address.

Can I cancel my order?

Yes, you can cancel your order by submitting an order cancellation request. 

However, please note that due to system limitation, we are only able to accept cancellation requests for orders that have not been packed or arranged for shipment. Therefore, we encourage you to check your order details thoroughly before placing your order to ensure a smooth ordering experience. 

Check out this link to learn how to raise an order cancellation request.

What should I do if I received an order with a missing item(s) and I would like to request for a refund?

Your order is protected under Shopee Guarantee when you purchase from Fulfilled by Shopee stores, it can be identified by the Fulfilled by Shopee  tag.

Orders with a missing item(s) can be refunded through return/refund via the Shopee App. This is applicable within the Shopee Guarantee period. 

The steps to raise a return/refund request can be found here.

Note: 

1. To ensure that your return/refund request can be processed smoothly, please attach valid supporting document(s) as your evidence.
2. Once the refund request is approved, refund processing will be initiated within 2 hours.
3. The refund time frame varies depending on the payment method used

I received my order but I found the item(s) to be damaged/wrong, what should I do?

We are committed to ensuring that you are happy with your Fulfillment by Shopee purchase. 

In the unlikely event that your order did not arrive correctly in good condition, please raise a return/refund request via the Shopee App within the Shopee Guarantee period: For Non-Perishable Goods

1. Raise a return/refund request following the steps here. 
2. Once your return request is accepted, you may use Shopee Free Return shipping to return your parcel for free at any nearest J&T or Poslaju branch. 
3. For more information, please refer to this article about damaged/wrong return shipping. 

For Perishable Goods  Due to the short shelf life of perishable goods, fresh produce is not returnable under our Shopee Return Policy. However, you may raise a refund request with valid photo/video evidence.

Please ensure all your return/refund requests are supported by clear evidence following this supporting document guideline.

Issues with delivery by courier All our FBS orders are delivered by our trusted Shopee Supported Logistics partners.  If you face any issues with your order, you may check with the courier directly by referring to the contact details here.

Alternatively, you may fill up your order details here so our team can assist you with order escalation. Please expect the process to take 3-5 working days.

Can I contact the Shopee Supported Logistics partner by myself to track my order?

Yes, you may refer to the link here for detailed courier contact information.