How Can We Help You?

What is SGshop?

SGshop is a trusted online platform that helps you buy and ship a wide range of products when you shop internationally. We give our members access to thousands of international online stores and take the worry out of overseas shipping. Committed to delivering smiles, we are dedicated to make shipping consistently fast, reliable and affordable.

What are the services provided by SGshop?

We are a purchasing and shipping agent that helps you buy and ship your purchases to and fro anywhere in the world.

How to use Buy For Me service:

Our personal shoppers will help you to buy what you want and take care of all after-sale issues on your behalf.

How to use Ship For Me service:

You sign up to get an overseas address (not a PO Box) and send all your purchases to that address, we ship all your stuff to you. Simple and easy! 

What can I expect when shopping with SGshop?

 As your authorized purchasing agent, we will assist you with purchasing from your favourite international merchants. You may browse our  extensive range of products and narrow your search with enhanced filters to shop by best-sellers, category and price range. Our shipping and  delivery speed guarantee also ensures that you receive your purchases efficiently. That’s not all, we also offer you the lowest flat rates for  international shipping!  

What are SGshop operation hours?

SGshop Ubi Warehouse Self-Colllection:
Monday – Friday: 09:00 – 19:00

  Saturday: 09:00 – 16:30

  Lunch Hours: 12:00 -13:00

Closed on Sunday and Public Holidays

 SGshop Customer Service:
Monday - Friday :9:30 - 18:00
Saturday: 9:30 - 17:00
Lunch Hour : 12:30 -13:30

Closed on Sunday and Public Holidays

How can I get to SGshop by public transport?

We are located at 3 Ubi Ave 3,#04-01 Crocodile House,Singapore(408857)

 You can reach us by public transport via MRT and Bus.

 The nearest MRT station is Tai Seng (Circle line).

 You can also take buses 90, 93 and 151. Alight at either B71011 BreadTalk or B71179 Airport Road.

Where is SGshop China warehouse located?

SGshop China Logistics Centre is located in GuangDong, GuangZhou.

What does the inspection coverage include?

Our inspection coverage includes checks on quantity, color, size, design and obvious defects of purchased products.

Is the inspection free?

Yes, we provide free basic inspection with your purchase when you utilize SGshop's services to buy from third-party online sellers overseas. We believe in minimizing the risk of mistakes and damages so as to deliver a smooth and happy shopping experience. Fun fact: Do you know that up to 90% obvious mistakes can be found before shipment? 

What are obvious defects and quality issues?

Obvious defects are physical damages, which can be spotted by visual observation of product appearance, such as a large stain on the fabric, broken glass, dent on metal, crack on woods, etc. Quality issues include inaccuracies not easily spotted by visual checking of product appearance, such as color or design differences, unbalanced stitching, petty scratch marks, poor durability, short life-span electronics, and functionality for electronics.

What are other value-added services following inspection?

Our value-added services include photo taking, wooden crate packaging and vacuum pack service. 

Can you verify the authenticity of my purchase?

We are currently unable to verify the authenticity of products ordered unfortunately. Accordingly, neither the logistics centre in China nor warehouse at SGshop are able to verify the authenticity of products ordered. We advise buyers to check all information and photographs made available by sellers thoroughly, and to communicate with seller for any additional information needed as buyers are responsible for the authenticity of the products purchased. 

What is not included in inspection checks?

Product quality and functionality will not be included in our basic inspection. In no event will any of our inspection services (whether basic or value-added) cover checks for authenticity.

Inspection not inclusive of:
  •  Items in sealed packaging, exterior packaging box/material used.
  •  Free gifts (quantity and quality).
  •  Items smaller than 2.5cm.
  •  DIY item which requires self-assembling (eg: furniture, components).
  •  Product accessories attached to the item (eg: ribbons, laces, zip, buttons).
  •  Virtual item (eg: electronic documents, cd-keys passwords).

What is parcel consolidation? How does it work?

Purchases come in different packaging and international shipping charges not only depend on the weight of the packages but on their sizes as well. Reducing unnecessary packaging translates to lower international shipping costs. Consolidation also reduces the risk of product damage due to improper packaging during international shipment.

Is repackaging service chargeable?

We provide free repackaging service. For lightweight bulky items (e.g. soft toys) or fragile cargo (e.g. mirror), we recommend you to opt for value-added services such as vacuum packaging or wooden crates to reduce risk of damage during international shipment. 

Can you consolidate my purchases into one bigger parcel?

Yes, we can consolidate packages when you add new orders into your account and combine them for single shipment. We have a "Hold" function created specially for parcel consolidation. You can use this feature to hold your orders with the same international shipping method and consolidate them at a later date.

Can I consolidate different purchases from individual sellers to be shipped out together?

Yes, we can consolidate different purchases to be shipped out together if they share the same international shipping method. 

What is not removed during repackaging?

Original packaging of products and protection packaging for fragile items will not be removed in the process of repackaging. 

My parcel weight did not reduce after repackaging. Do advise.

Our repackaging service will generally reduce the weight or volumetric weight of your purchases after taking away unnecessary space. However, if there is no room for further reduction, parcel weight or volumetric weight will not be reduced.

Is there any minimum purchase required?

No, there is no minimum purchase or amount required. Any order regardless of amount is welcome.

Can you recommend some other Chinese websites other than TaoBao?

Do check out these Chinese websites: T-Mall.com, JD.com, DangDang.com, Vancl.com, PaiPai.com etc. For a wider selection, do refer to Select Products.

Am I entitled to the promotion price on seller’s page?

Yes, you are entitled to the discounts and promotion prices offered on seller’s page. You may edit the promotion price manually in your shopping cart if it is not reflected. We would like to inform buyers SGshop is not liable for any changes in promotional prices as they are offered directly by sellers. 

Can I consolidate my purchases into one bigger parcel?

Yes, we can consolidate packages when you add new orders into your account and combine them for single shipment. We have a "Hold" function created specially for parcel consolidation. You can use this feature to hold your orders with the same international shipping method and consolidate them at a later date.

What can I do if I have a specific request for my order?

For specific requests on your order, do type them out in the remarks column. Our team will take note of your requests and process it accordingly.

Can I modify or cancel orders?

Yes, you can contact us to modify or cancel your order before the order is submitted to seller. However, once the order is processed, you will not be able to modify or cancel your order. In the event the seller agrees to modify or cancel your purchase, you are liable to bear the China express charges for delivery to and fro seller and logistics centre, as well as any other administrative or cancellation charges that may apply.

Is SGcare insurance a must for my purchase?

Insurance is optional but good to have. We offer a compensation value of up to $100 for each parcel. For high value items, we highly recommend purchasing insurance as SGcare covers full compensation equivalent to the total amount of parcel, capped at $2500.

How much does it cost to ship a parcel?

To receive a free quote, please use our Cost Estimation Tool. Enter your product price, weight of product, and China Express charges.  You can then review the various shipping costs.  

How frequent is your shipment?

Air shipment is available daily from Mondays to Fridays. Sea shipment is available on Mondays, Wednesdays and Fridays.

What is chargeable weight?

Chargeable weight is the final parcel weight when parcel is shipped. 

Your parcels will be weighed per item upon arrival at our China Logistics Centre. Consolidated orders will then be repackaged and remeasured before shipping to Singapore. Extra spaces and gaps between each parcel will be minimised.

We will compare the weight taken before and after the repackaging, and charge according to the lower weight. The chargeable weight of consolidated orders will then be summed up by 1.1X to account for the extra spaces occupied between each parcel.

What is volumetric weight?

According to the international shipping practice, the volumetric weight - the amount of space taken up by the parcel during shipment

- is calculated and compared with the actual weight of the parcel. The higher weight would then be used to calculate shipping costs regardless of chosen shipping method via Air or Sea.

I would like to receive some urgent purchases but some other items are delayed by seller. Can I send those that are ready?

Yes, you may send out purchases that have already arrived our China Logistics Centre and receive your other purchases in a separate parcel at a later date.

Is SGcare insurance a must for my purchase?

Insurance is optional. We would like to offer customers added security and peace of mind, thus we are offering a compensation value of up to $100 for each parcel when you opt for SGcare. For high value items, we highly recommend purchasing insurance as SGcare covers full compensation equivalent to the total amount of parcel, capped at $2500.

Are there any items that cannot be shipped?

Biochemical products, controlled drugs, weaponry, national currency, jewelry, live or dead plants or animals, radioactive items, flammable/ explosive materials, pornography, prohibited food and Singapore prohibited items. For more details, please view Customs Related. Do note that Air shipment do not allow Liquid or gel contents too.

How can I ship bulky items over?

We recommend buyers to ship bulky items via Sea shipment. Sea shipment is at no extra charge, Air shipment will incur an extra charge of $60 if the length of item exceeds 1.1 metre. 

How do I check for ETA once parcel is sent to Singapore?

To check for estimated time of arrival, do proceed to click on the parcel number and view ETA date.

Will there be GST incurred?

Regardless of "Buy For Me" or “Ship For Me" services

9% GST applies for all international shipment orders in any amounts

GST = (Product Price + China Express + International Freight + Clearance Fees) x 9%.

What are prohibited items that cannot be shipped?

Biochemical products, controlled drugs, weaponry, national currency, jewelry, live or dead plants or animals, radioactive items, flammable/ explosive materials, pornography, prohibited food and Singapore prohibited items. For more details, please view Customs Related.

What will happen if my parcel contains prohibited items?

Please do not hesitate to engage our customer care team to verify when in doubt.

Do take note that buyers are responsible for ensuring your parcels do not contain any prohibited items. SGshop is not responsible or liable for any loss due to confiscation of such parcels or legal consequences involved. Buyers agree to fully defend, hold harmless and indemnify SGshop for any damages and costs involved in the even purchasing of prohibited item, including but not limited to penalties and legal costs incurred by SGshop.

Are there any storage charges?

For Buy For Me parcels: We provide a total of 50 days retention period - China Logistics Centre will retain the parcel for up to 30 days and our Singapore warehouse for up to 20 days of retention period. For retention charges, view Retention Period.

For Ship For Me parcels: We provide a total of 24 days retention period - China Logistics Centre will retain the parcel for up to 14 days and our Singapore warehouse for up to 10 days of retention period. For retention charges, view Retention Period.

What are the payment methods available?

You can make payment using your SGshop credit balance in your SGshop account, as well as online and offline payment methods. Top-ups to your SGshop credit and payment for your orders can also be made by both online and offline methods. 

Online top-up and payment methods include Credit Cards (Visa/Mastercard) and UnionPay. Do note that varying transaction fees apply for online payment options. Refer to Online Payment Methods for more information.

Offline top-up and payment methods include Internet banking and ATM transfers. There is no applicable transaction fee for these options. 

Can I avoid paying the transaction fee?

Yes, you can top-up SGshop credits or make payment via our offline top-up and payment methods - Internet banking and ATM transfer. There is no applicable transaction fee for these options.

What is the SGshop credit for?

SGshop credit can be used to pay for your parcels and miscellaneous shipping related charges. This way you don’t have to pay for every parcel or charges separately. Log in to your account. There you will see your current balance and options to top-up.

How do I check my previous top-ups and past transactions?

To check your previous top-ups and past transactions, you can proceed to My Account History.

Why is my offline top-up credit (via Internet banking and ATM transfer) not reflected in my SGshop account?

This may be due to a submission of incorrect details, do ensure your submission details are accurately filled in according to the transfer you have made. Our finance department will verify your transaction within 24 hours. If your details are correct, please contact our friendly Customer Care team who will assist you accordingly.

Can I withdraw my SGshop credit?

Yes, you will be able to withdraw your SGshop credit. To do so, proceed to Withdraw Money and fill in the required details. Withdrawal amount will be transferred to your bank account within 5-8 working days upon receiving your submission.Cash withdrawal is not allowed.

Can I have an estimate of my total parcel cost?

Your total parcel cost consists of 2 payments: 

1st payment is to pay for product price and China Express charges. This is paid entirely to the seller that you are purchasing from. 

2nd payment is to pay for international shipping and SGshop service fee and Singapore local delivery cost (optional). The amount payable for the 2nd payment for international shipping depends on the actual (volumetric) weight of your items. You can get an estimate of the actual (volumetric) weight by using our Cost Calculator.

Tips：

1、$2 admin charges applies for any amendment of shipping method. 
2、Payment will be deduct via SGshop credit. Top up credit processing time is within 24 hours.
3、Please note that there is no amendment available for parcel status under repacking and onwards.

Why is there no quotation for international shipping charge?

International shipping charges are based on parcel weight and your preferred shipping method. 

Your parcels will be weighed per item upon arrival at our China Logistics Centre. Consolidated orders will then be repackaged and remeasured before shipping to Singapore. Extra spaces and gaps between each parcel will be minimised. We will compare the weight taken before and after the repackaging, and charge according to the lower weight. The chargeable weight of consolidated orders will then be summed up by 1.1X to account for the extra spaces occupied between each parcel.

As such, we can only quote an international shipping charge after we weigh your parcels upon arrival at our China Logistics Centre.

Will I enjoy the promotion price on seller’s page?

Yes, you will enjoy the promotion price offered on seller’s page. You may edit the promotion price manually in your shopping cart if it is not reflected. We will place your order at the promotion price even if the discounted price is not updated. The outstanding amount will be refunded to your SGshop account as SGshop credit. We would like to inform buyers SGshop is not liable for any changes in promotional prices as they are offered directly by sellers. 

Why is the price on seller’s website different from SGshop website?

As SGshop is not affiliated with sellers in any way, our website may not capture their various promotions timely. You may edit the promotion price manually in your shopping cart if it is not reflected to enjoy the promotion price.

I’ve made payment already, why is there another charge?

Your total parcel cost consists of 2 payments：

1st payment is to pay for product price and China Express charges. This is paid entirely to the seller that you are purchasing from.

2nd payment is to pay for international shipping and SGshop service fee and Singapore local delivery cost (optional). The amount payable for the 2nd payment for international shipping depends on the actual (volumetric) weight of your items. We can only quote an international shipping charge after we weigh your parcels upon arrival at our China Logistics Centre.

*SGshop is a logistics service provider that assists you to ship your online purchases overseas to Singapore, SGshop is not a seller of products, nor do we have any control over product prices. 

What are the self collection methods available?

Self collection at our SGshop warehouse

Where is the exact location for MRT collection?

MRT collection service closed from 2nd July 2019

Is self collection free?

Yes, self collection is free of charge.

Can I change my collection method?

Yes, kindly contact our friendly Customer Care team and inform them of your preferred collection method. They will assist you accordingly.

Can I ask someone else to collect on my behalf?

Yes, you may appoint someone to collect your parcel on your behalf. Kindly ensure they have your username, mobile number and collection ID for verification purposes.

Can I come by earlier prior my scheduled collection time?

We would like to provide you with the best service possible. As such, we highly advise you to collect your parcel within your chosen time slot to facilitate better efficiency. 

What if I missed the scheduled collection time?

We try our best to ensure all customers receive their parcels on time, as such we respectfully request timely arrival. We regret to inform you we will not be able to accommodate late arrivals due to a fixed delivery schedule. If you missed the scheduled collection, you can re-arrange another time slot with our friendly Customer Care team.

What are the delivery methods available?

We provide 1 local delivery options: Budget Delivery.

Can you deliver to office and commercial addresses?

Yes, we can deliver your parcel to both office and commercial addresses.

Will there be any notification before delivery?

Yes, you will receive either a SMS or call to inform you on the delivery day itself upon request.

What if there is no one available to receive my parcel?

For our Budget Delivery, if there is no one available, our delivery team will provide you with a free redelivery.

Do you provide postage delivery?

No, we do not provide postage delivery at the moment.

If I want to exchange or return items, can you send it back to the seller for me?

Yes, we can act on your behalf to facilitate any exchanges and returns you would like to make. Do contact our friendly Customer Care team for further after-sale assistance. We will get back to you within 3 working days.

Can I get a refund from the seller if the product has quality or functionality issues?

Refund requests are solely dependent on respective seller’s refund policies.  We are unable to provide any type of guarantee in relation to this as SGshop only provides logistic services for your purchases.

Each seller has their own set of refund policies, depending on the product issue reviewed on a case by case basis. We can assist you to negotiate with the seller for a solution that is acceptable to both parties after receiving your feedback on the issue with supporting photos and description. We seek your kindest understanding as we are not affiliated with the sellers and have no rights over their refund policies.

Can I request for exchange or refund if the item does not fit me?

Yes, you may do so but it will be subject to the seller's approval. Exchange and refund requests are solely dependent on respective seller’s exchange policies. You can contact us for exchange or refund requests, we will negotiate with the seller on your behalf. Do note that you may need to cover the costs incurred for the exchange as well as any administrative fees charged by the seller. 

What should I do if I received a damaged item?

Do contact our Customer Care team with photos of the damaged item, packaging, detailed information (such as parcel number, order ID, description) within 3 working days from the date that you received the parcel. Our Customer Care team will attend to your enquiry and reply within 3 working days.

What is SGshop Membership programme?

We want to make every shopping experience a rewarding one. Unveiling SGshop Membership programme, our specially curated rewards system for SGshop members! Members are entitled up to 50% lower service fees. Log in daily and redeem points with every purchase to exchange them for coupons. We also host special promotions from time to time to give away cash rebates (SGrewards) that can be used on your next purchase. Stay tuned to our upcoming promotions by liking and following us on Facebook.

How do I become a member?

You are automatically part of our SGshop membership programme as soon as you sign up for an account with us. Our membership comprises of 3 tiers: Silver , Gold and Premium membership status. 

How can I accumulate membership points?

Membership points can be accumulated when you log in daily. Every transaction entitles you to membership points equivalent to the amount spent. Points will be rewarded after you have collected and confirmed receipt of your parcel.

What can I do with my membership points?

Membership points can be used for redemption of coupons. You can use SGshop coupons to offset your 2nd payment partially (i.e. cost of SGshop service fees).

Is there an expiry date for membership points?

No, there is no expiry date for membership points.

How can I redeem my coupons?

To redeem your coupons, proceed to My Account, and select “Exchange Coupons”. Your coupons will be valid one month from date of issue. To view your coupons, you can proceed to My Wallet > SGshop Coupons.

What can I do with my coupons?

You can use SGshop coupons to offset your 2nd payment partially (SGshop service fees). Do note that coupons expire one month from date of issue and they cannot be used to offset your 1st payment (cost of products and China Express charges).

What are the differences between Silver, Gold and Premium membership statuses?

Silver membership status customers pay 100% service fees

Gold membership status customers pay 75% service fees

Premium membership status customers pay only 50% service fees

How can I upgrade my membership status?

Your membership status will be upgraded based on your expenditure within a 6 months period. You will attain Gold  member status when you spend up to $1000 and above within 6 months, and Premium member status when you spend up to $3000 and above within 6 months. Orders must be completed (first and second payments must be paid) to achieve next tier service fees discount. 

How can I maintain my membership status?

You can maintain your membership status with monthly expenditure. Do note that if your expenditure within the preceding 6 months is not maintained at the requisite level for Gold and Premium, your status will return to Silver membership status.

What is the difference between Ship For Me and Buy For Me?

Are there any promotions for SmartShop?

SGshop is constantly running many exciting promotions, follow us on Facebook here or sign up for our mailing list to receive the latest promotions, offers and exclusive discounts!

Can I use any coupons/ discount codes for SmartShop?

Yes, you can. Discount codes and coupons can be used to offset your parcel charges.

Are there GST charges?

9% GST applies for all international shipment orders in any amounts

Can I add on insurance (SGcare) for my SmartShop parcel?

Of course you can, the cost of SGcare will be 5% of total cost and if your parcel is lost, we will pay you back 100% of your parcel cost, capped at S$2,500.

Can I change my shipping method?

Our Customer Success team will be happy to help you change your shipping method. You can contact them at +65 6604 6523 or email us at cs@sgshop.com.

Can I switch between SmartShop and Buy for Me?

Yes, you can. SmartShop and Buy for Me orders can be switched in the shopping cart.  

Orders from your Buy for Me cart will be processed under two time payments. 

Orders from your SmartShop cart will be processed under one time payment. It takes just one click to shop now! 

When will my SmartShop parcel be delivered?

SGshop system will automatically assign an ETA date to your SmartShop parcel and we will notify you about the progress of your parcel via SMS and email.

Can my SmartShop parcel be combined, sent out first or be put on hold?

SmartShop does not currently have these functions.

Where can I find my SmartShop order?

SmartShop parcels will be shown under “My Order”. Simply go to “My Collection” to review your parcel information.

What is SGshop’s SmartShop? What are the advantages of using SmartShop?

SmartShop is a service brought to you through SGshop’s collaboration with Taobao and JD.com to provide you with a range of better quality products and easy one-time payment where we take the guesswork out of international shipping costs! 

SmartShop intuitively estimates your international shipping costs to accurately predict a total fee to pay at checkout. We believe SmartShop will enhance your shopping experience. 

How do I use the promo code “WELCOME50”?

“WELCOME50” promo code is a ONE-TIME USE promo code. You have to enter the promo code when you submit the delivery order (Second Payment). 

What is Rely?

Rely is a third-party payment method that lets you to buy what you want today and pay in three payments, due every month.

It's a great budgeting tool for people who loves to shop but afraid of ending up with mountains of debt or maxing out their credit cards.

Use it to get the best deals during the sale season and have the flexibility to split your payments over the coming months. Or get that bulk purchase deal and pay it in 3 payments.

Who can use Rely?

Rely is available to everyone who:

·         Lives in Singapore

·         is a Singapore Citizen or Singapore PR

·         is at least 21 years old

·         Has a source of income

·         Has a locally issued debit card to make the purchase

Note: the service is currently not available for foreigners working in Singapore.

How do I sign up with Rely?

When you are making a payment at SGshop, choose Rely as your payment method at checkout. Follow the steps to set up your account and complete your purchase.

Is there a cost to pay with Rely?

While checking-out at SGshop and choosing Rely to split into three payments, there will be transaction fee of 5.8% + $0.50.

Late fees apply only when you have not made the payment before the due date, you will incur a fixed late payment fee of for each late payment. (This fee may be from $5 to $40 dollars depending on your order amount)

No annual fees or other hidden fees. Yes, you read it correctly (:

How long does it take to activate my account?

When you activate your account for the first time, it may take 1 working day to approve your account. Once approved, you will receive your payments limit of up to $1000.

Any purchases within your payments limit will be instantly approved!

Is Rely safe and secure?

We understand how important security is so we ensure that your personal information is protected and will never sell your data.

How do I use Rely?

You can submit purchase order or delivery order today and pay in 3 payments, due every month.

1. Choose Rely as your payment method at checkout

First-time shoppers provide their details to activate their Rely account, while existing users login to make their purchase. It’s simple!

2. Split into 3 payments

Split your purchase amount into 3 payments, due every month. You pay the first payment today with your debit card and the rest later.

3. Take it home

Once your transaction is approved by Rely, your order will be processed as usual. No additional waiting times.

When is my first payment due?

You will be required to make your first payment at the time of order submission.

If your purchase is $300 and payable in 3 payments of $100. The first payment of $100 has to be made at the time of purchase. The next payment is due the following month.

Example

Made a $300 purchase on 13 March 2019.

How much can I spend with Rely?

Once your account is activated, you will receive a limit of up to $1,000. This is maximum amount you can spend using your Rely account.

When you spend, you use up your limit (limit decreases).

Limit: $800

Available limit: $800

Spend: $600

Available limit: $200

When you make payments on your due date, your limit is returned (limit increases)

Limit: $800

Available limit: $200

Paid: $200

Available Limit: $400

Can I purchase more than my payments limit?

Your payment limit gives a good guide to ensure that you would be able to afford the payments. As Rely strive to ensure users are responsible spenders, you would not be able to spend beyond your payments limit.

TIP. When you regularly make payments before your due date, your payments limit on Rely will be increased.

Why was my payment declined?

Rely does not approve 100% of payments. When determining which payment to approve, they consider several different factors that helps them make the decision. Rely strive to support responsible spending habits of our users, these are some factors to consider that may increase your chances.

·         do you enough balance in your debit card to pay the first payment?

·         does your total order amount exceed your available limit?

·         does the amount you have to pay exceed your income. It might not be a good idea buy an item and pay $1000 each month when your income is $500.

·         have you been a responsible spender? If you make payments before your due date regularly, that's a good start!

·         have you been overspending?

If you have any enquiries regarding declined payment, please contact Rely for further clarification.

I wish to return entire or part of my purchase order.

In the case of returning purchase order under Buy-For-Me and SmartShop services, the amount will be credited back into your SGshop account balance. However, kindly note that the transaction fee will not be refunded. 

You can opt to withdraw the balance in order to cancel/refund your transaction with Rely, partially or fully. Rely will refund your previous payment, and offset the upcoming payment, if applicable.

Did not receive my order/wrong item.

You will be compensated accordingly, kindly state your collection ID or order ID, and describe the situation and please take a photograph of the item and packaging (including barcode) to us via aftersales@sgshop.com, our customer care team will be happy to help. The compensation will be credited into your SGshop account balance if applicable.

Why am I still being charged when I have returned the purchase order?

For Buy-For-Me and SmartShop order, even if your purchase order has been returned to sellers, the refund amount will be credited into your SGshop account balance, NOT into your Rely account. However, kindly note that the transaction fee will not be refunded.

In order to cancel/refund your transaction with Rely, partially or fully, you must submit withdrawal from SGshop account balance, our finance department will then apply refund to Rely on your behalf. Rely will refund your previous payment, and offset the upcoming payment, if applicable.

How do I make payments?

First Payment (deducted at time of purchase)

Your first payment for each transaction will be deducted automatically from your Visa or Mastercard debit card.

Subsequent Payments

You can make payment to Rely via PayNow or Bank Transfer. Rely currently do not accept debit card payment for Subsequent Payments.

PayNow

Make a PayNow Transfer to 201625839R

1. Login to bank's iBanking Portal and select PayNow

2. Select send to Unique Entity Number (UEN)

3. Enter 201625839R

4. You should see Rely Pte Ltd as the entity name

5. Enter the amount you wish to pay

6. Pay!

Or Scan & Pay!

Scan our PayNow QR Code below and pay!

Bank Transfer

Can I pay early?

Yes, you can. Paying to Rely early before your payment due date helps you spend responsibly. There are no additional fees if you pay early.

Why have I been charged a late fee?

You have been charged a late fee as your payment was not received by the payment due date. If you pay before the due date, there are no fees!

Can I change the payment due date?

Pay Early

If you want to move the payment due date to an earlier date, you can simply make payment to Rely earlier without a requirement to change the payment due date.

No Extend Payment Date

We are unable to change the payment schedule once it has been approved. If you are having problems making payment on the due date, please contact Rely.

My payment was not updated. What happen?

Payment via your own Bank Transfer or PayNow

If you made a bank transfer or PayNow transfer from your own bank account. (Account is under your name). There might be a slight delay on our end. Please wait for 1-2 working day for the payment to be reflected in your Rely account.

Payment from other Bank Account

If you made payment from another bank account that is not your own. (e.g from your Husband's bank account). Please send the receipt to support@rely.sg

What happens if my debit card is lost or stolen?

If you card is lost or stolen, you can update or add a new card to your Rely account.

To update or add a new card, follow these steps.

1.    Login to your Rely account at www.rely.sg

2.    Go to Profile

3.    Add Card

Why I can’t login to Rely?

If you forgot your password, please head to our login page and click the 'forget password' link to reset your password.

My Rely account has been suspended

Your Rely account may be suspended due to various reasons such as suspected fraud, improper usage and overdue payments. Please contact Rely.

What is “WELCOME50” promo code?

“WELCOME50” is a promo code for 50% discount in service fee. This promo code will be entered to the account of newly joined member when successfully registered with SGshop. You can view this promo code in Member Center.

sgshop.com > Member Center > My SGshop Points > My Discount Code

What's the exchange rate to RMB?

The exchange rate is floating, it changes from time to time. 
Current effective exchange rate applicable for Buy-For-Me orders is
SGD 1.00 : RMB 5.20

After the seller send out my purchased, can I cancel the order and request for refund?

If your order is purchased and the seller already send out the item towards our China warehouse, the cancellation subject to the seller agree. If the seller agree to cancel the order, customer need to bear for the return China domestic shipping fee back and forth between the seller and our China warehouse, as well as the risk of damage during the shipping process. If seller not agree to cancel the order, we're not able to refund the amount of the items and customer need to pay for the second payment in order to ship the items in Singapore OR customer may request to cancel the order WITHOUT any refund.

Can request refund once make the International Shipping Payment?

No. We are unable to proceed refund as the parcel will be processing to load into cargo and arranged to International Logistic Company once the International Shipping (2nd Payment) made.