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Help Center - Products On Lazada

Where can I get more product information?

On the product page, you can read all the product information (e.g. product size, warranty duration, manufacturer name, etc.) under "Product details" and "Specifications".

Why do I see Gold, Silver and Bronze badges on some products?

All sellers on Lazada are reviewed on a regular basis to ensure they are meeting high standards of operational performance. Every month a few sellers are selected through a stringent process and awarded the Gold, Silver or Bronze badges. They are monitored on the basis of their delivery speed and cancellation rates among other factors.

Look out for these badges to identify the top sellers for an effortless shopping experience.

Why does the price of the products on Lazada website fluctuate through time?

As Lazada is a marketplace platform, we do not control product prices. Sellers review and change the prices from time to time basing on their discretion. Price changes may also happen when a promotional offer ends.

What are Export products?

Export products are not meant for local use in Singapore. They are sourced by local/international sellers from foreign suppliers.

The main differences are as follows:

  1. Firmware differences - There might be differences in firmware as compared to a local set which may result in compatibility issues with use in Singapore
  2. Safety Mark for power socket items - The product may not carry the necessary safety marks as required in Singapore
  3. Warranty - The warranty period may be shorter than that for local products. Customers may be required to ship the product overseas at their own cost to claim the foreign warranty.
  4. IDA Compliance - The product may not be tested by IDA
  5. Instruction Guide - Manual/guide may not be in a English
Why do I see different prices for the same product?

There could be sellers offering you the same product but at a different price. That is the nature of Lazada marketplace, where different sellers compete for your order.

How do I know if a product is available to purchase?

Choose the product you want and go to its product page. The right side of the product page will mention "Available".

Can I purchase alcoholic beverages on Lazada?

Yes, you can now buy wine on Lazada's marketplace.

NOTE:

  • You must be aged 18 years or above to receive alcohol deliveries.
  • Failure to present a valid photo ID is grounds for delivery refusal.
  • All customers are advised to examine the product(s) at the time of delivery. Please reject the delivery if you notice that the packaging or seal is damaged.
  • Alcoholic beverages are NOT valid for change of mind returns.
What are products shipped from overseas and how do I identify them on the website?

Overseas products are sold by sellers from outside Singapore.
The majority of our products will be shipped within 8-15 calendar days.

Returns due to customers change of mind are not allowed for these products. [Learn more about our Returns & Refunds Policy]

Manufacturer warranty may not be valid on Overseas products. We strongly recommend you to find out more about the claim process with the manufacturer/service center before making the purchase.

You can identify an Overseas product by looking for "International Seller" or "Shipped from Overseas" stated on the respective product page. In case of any doubt, feel free to reach out to our Customer Service at www.lazada.sg/contact.

Do I have to pay extra duties or taxes for Overseas Product?

No. All Overseas products from Lazada Marketplace are delivered at no additional cost to you, since the stated price includes customs fees and import duties. You are not expected to pay any additional duties or taxes.

If you are asked by Customs or our logistic partner to pay duties, or requested to present a personal ID, please contact our Customer Service at www.lazada.sg/contact for clarifications.

Note: If special customs clearance procedures are required, there might be delays beyond our original delivery estimates - kindly liaise with our Customer Service to get new estimated delivery times.

What if I want to cancel my Overseas Product?

Overseas products fall under the following cancellation policy:

  • If your order has not yet been dispatched from the Seller: Cancellation is allowed.
  • If your order has already been shipped by the Seller: Cancellation is not allowed. Exceptions might occur only if an agreement is reached with the Seller.

To request for a cancellation, please contact our Customer Service www.lazada.sg/contact who will assist you with your request.

What happens within the promised delivery lead time?

Within the delivery time Lazada will provide to the customer all available information on the status of the order.

Once an order has been shipped the customer will not be able to cancel the order. Any ‘cancellation’ post shipping shall be subject to our standard returns policy.

What happens after the delivery time has elapsed?

Lazada will contact the customer with the option to raise a claim in case the order was not received within the promised delivery time.

Customers will have 7 calendar days to raise a claim in order to be refunded for their order. If no claim is raised within 7 calendar days then the order will be deemed received by the customer.

The claim for refund can be negated by the seller if a valid proof of delivery is provided within reasonable timeframe, and such proof shall be considered final.

What should I be aware of when buying Overseas Product?

For overseas product, kindly note the following:

  • Warranty conditions vary by product, and may not extend to the destination country, please check the individual product pages for details.
  • Product manuals, instructions and safety warnings may not be in destination country languages.
  • The products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, description and labeling requirements.
  • The products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).
  • The conditions of use of the products may differ in the origin and destination countries (such as environmental conditions and consumer habits).

You are encouraged to check the product for local and personal compatibility and suitability.

Where are Taobao Collection products from?

Taobao Collection is a program unique to Lazada Marketplace, and is made possible by our close partnership with Taobao. You can now buy a product directly from the Taobao seller through the Taobao Collection – no buying agent involved!

Key features include:

  • Taobao Sellers are now able to list their products for sale on Lazada Marketplace.
  • Product details are translated from Chinese.
  • All Taobao products are only eligible for Standard Delivery which comes with a delivery fee of SGD 2.99.
  • The total price (inclusive of shipping, duties and taxes) is stated in the Checkout page – no other charges involved!
  • Products are shipped via the same Overseas shipping options available on Lazada Marketplace.
  • The Overseas returns and refund policy applies on Taobao products. [Learn more about our Returns & Refunds Policy]
What do the different warranty types mean?
  • Local (Singapore) Manufacturer Warranty: The warranty service is offered by a local manufacturer based in Singapore. Warranty can be claimed at any authorized service center within Singapore.
  • International Manufacturer Warranty: The warranty is generally offered by international brand manufacturers. Warranty service is available in various selected countries.
  • Seller Warranty: The warranty service is extended by the Seller on Lazada.sg. You will need to directly contact the seller or the authorized service center at the address provided by the Seller.
  • Non-Local Warranty: The warranty can be availed through a seller/manufacturer that is based outside Singapore. You will need to ship your product directly to the overseas address as provided by the seller/manufacturer.
  • No Warranty: If your product does not come with any warranty, then you can still benefit from the 100% Buyer Protection (Check out here for more details)
How to check product warranty?

You can check product warranty through:

  1. Warranty card inside your package
  2. Under Specifications part on product page
  3. Service Center contact details on your product package or user manual
My item is malfunctioning. Is it eligible for warranty claim?

Please contact your manufacturer for eligibility of your warranty claim. They will be able to do an assessment of your item and advise you accordingly.

All warranty claim approval will be at the discretion of the Manufacturer. Lazada will not be held responsible for any failed/ approved claims.

Please note that if the item is found to be damaged upon delivery, it will be covered under Lazada Returns & Refunds Policy.

When does the warranty period start?

The warranty period starts from the date you register your product. (Check out below for how to register your product)

How do I register for manufacturer warranty?

Please refer to your manufacturer's warranty card for guidelines on how to register your warranty.

Kindly register your warranty soon after receiving your item, since most manufacturers do not accept warranty registrations 1-2 weeks after the item has been purchased.

How can I contact the manufacturer for warranty claims?

Please refer to the manufacturer (or service center) details on the warranty card included with your product when delivered.

If there is no warranty card, please check the user manual or product packaging for more details.

What is the process to claim warranties?
  1. Customer to contact the relevant Service Center
  2. Customer to ship the complete product set with packaging, Lazada invoice and warranty card provided in the package to the Service Center
  3. Lazada invoice will act as Proof of Purchase
Where are the warranty centers?

Please check your Warranty card (inside your package) for the contact and address of your Warranty Center.

How long does it take to repair my product?

Your Warranty Center will be able to assist you with this question. Kindly check your Warranty card (inside your package) for the contact and phone number of your Warranty Center.

About Fulfilled by Lazada (FBL) Products
  • Products “Fulfilled by Lazada” (FBL) are Stored, Packed & Shipped to you exclusively from Lazada facilities to ensure fastest and most convenient delivery.
  • Most FBL items are eligible for Express delivery if available in your area.
  • All items “Fulfilled by Lazada“ are tagged with this logoFBL Logo
    Look for Fulfilled by Lazada filter in category/search pages and check the box to limit results to FBL products only.
  • If you’re a seller, you can grow your sales by signing up to Fulfilled by Lazada program. Click here to learn more
How do I purchase a Top-Up on the Lazada Site?

Click on the Top-Up Banner from the Home Page or this link here

  • You are encouraged to Log-In or Sign-Up with us so you can track your orders for future reference
  • Key in your mobile number (starting with 8 or 9, without country code 65) and press enter
  • Choose the top-up type – please click on Balance for bundle packages and voice-only options, click on Data for data-only plans.
  • Choose your desired SKU from our various options and click on ‘Top Up Now’
  • You will be directed to our checkout page to complete the transaction
  • Do remember to check your mobile number and if you have entered the correct mobile number before proceeding to payment.
  • Once you have paid, we will process your order. Do not forget to take note of the Mobile Number you entered and Lazada Order number in case you need to contact us for any queries related to this order.
I can't find the Top-Up product I want.

Please click here and you will find all available top-up options

I want to know more about the validity periods of top-up products.

Validity periods and regulations for top-ups vary across telecommunication providers. We encourage you to check directly with them. For your convenience, we have provided relevant links here:

I topped-up the wrong mobile number, can I cancel and get a refund?

Unfortunately, once a top-up has been processed and delivered successfully, it is not possible to reverse the top-up. Please ensure you check the mobile number before checking-out and proceeding with the payment. Refer our Terms & Conditions for further information.

I topped-up the wrong amount, can I cancel and get a refund?

Unfortunately, once a top-up has been processed and delivered successfully, it is not possible to reverse the top-up. Please ensure you check the selected amount selected before making the payment. Refer our T&Cs for further information.

Can I cancel / exchange my top-up?

Unfortunately, once a top-up has been processed and delivered successfully, it is not possible to reverse the top-up. Refer our T&Cs for further information.

What happens if my top-up is not processed?

In case of a failure, you will receive a failure notification that tells you that the "Top-up is Unsuccessful" with a Order No for your reference. A refund process will be initiated automatically based on your payment method. If you have issues with refund, please contact us directly

If I see "Congratulations, you will receive your top-up soon" after payment, but did not receive anything on my phone.

We are sorry to hear that. Here are a few things you could do:

  1. Check if you have good connectivity while performing the top-up.
  2. Double check if you entered the correct mobile number.
  3. If you were logged in, check your Order History and check the mobile number you had entered.
  4. Reach out to our Customer service and we will be happy to assist you.
How does food voucher work in Lazada?

You simply select and purchase the amount you would like and receive the voucher in your email inbox. The voucher will be sent by the merchant. No more than 5 of the same vouchers can be purchased.

How do I purchase a Food voucher?

You can purchase Food vouchers from our selection of restaurant brands and food merchants by adding-to-cart, and receiving the voucher code via email or SMS (sent by merchant).

What happens after I purchase the voucher?

You will receive the voucher code in your inbox / mobile phone, depending on the checkout confirmation message.

Where can I see the vouchers? Can I see it under my account?

You'll be able to see the voucher code in your email inbox and not in your Lazada account. If you can't find it in your inbox, do retrieve your order number and contact our customer service for further assistance.

How do we trace the validity and expiry date?

Validity is clearly stated in your voucher email and on the product page when you purchase vouchers on Lazada. Do contact our customer service with the order number in hand for further assistance.

Can I buy a food voucher as a gift?

The voucher is transferable. You may forward it to the relevant reciepient.

Is there a maximum limit to the amount of food vouchers I can purchase per transaction per customer?

You may purchase up to 5 of the same voucher.

How can I redeem the vouchers?

You may show the voucher code email to the merchant to instantly redeem your voucher.

What are the payment methods I can use to purchase my food vouchers?

You can use all payment methods available on Lazada, except for instalment and cash on delivery.

I have trouble while purchasing the voucher, what can I do?

Please contact our customer service here for further assistance.

Can I cancel / exchange the purchased vouchers?

Unfortunately, you cannot return, exchange, or cancel a digital voucher. No refunds are available for all digital vouchers.

I entered the wrong email or phone number. What can I do to rectify it?

Unfortunately, we cannot cancel digital vouchers at the moment. We will verify with the merchant and provide a replacement voucher.

My voucher expired and I was not able to redeem it. Can you extend the validity?

Unfortunately, redemption validity is communicated to customers during delivery and you must comply to the expiry date provided. Strictly no extensions.

I have yet to receive my vouchers after 24 hours. Whom should I contact?

You should receive your vouchers within 24 hours. For further assistance, please contact our customer service here

Will I receive multiple codes if I purchase multiple vouchers?

You will receive separate emails with separate codes for different vouchers.

Is reservation required before using the Food voucher?

It is highly recommended that you make a reservation. The reservation link can be found in your voucher email.

What is product bundling?

Bundling is an additional discount given by sellers for purchases above a predetermined quantity.

How are discounts for bundling calculated?

You are limited to one bundle per item per order.

We will automatically apply the best deal possible based on the number of items you would like to purchase Any additional items purchased will be charged based on its individual item’s base price.

Multiple bundles of different items in one order is allowed.

Can I create my own bundle?

No. Bundles are defined by sellers and cannot be changed from what appears on the website

Can I use a voucher code with my bundle?

Yes. You may apply a voucher at checkout to a bundled item.

Can I return my bundle?

Yes. Every item in the bundle must be returned in order for the return to be processed

I can’t find the bundle anymore. Why is that so?

Bundle promotion time is defined by the seller and for a limited time only.

Bundle promotions must be valid at the time the shopper purchases the product.