Buyer FAQ

We often get asked by the buyer…

General

No, Floop is completely free to use for buyers.

Vouchers will be released from time to time and function on a first come, first served basis. Vouchers and promo codes can be redeemed directly on the Floop app.

The maximum time for buyers to complete a "to-pay" order is 4 hours.

The maximum time for buyer to press "order received": 7 days after order is shipped (Orders will automatically be considered “completed” if buyer does not respond 7 days after order is shipped).

Refunds & Cancelations

  • Buyer has not received any items from the seller.
  • The item buyer received was damaged, or defective on delivery.
  • The item buyer received was incomplete, or has missing parts.
  • Buyer has received an item that does not match buyer’s chosen specifications (e.g. wrong size, colour, etc.)
  • Both buyer and seller have an agreement on a refund request.

  • Cancellations are only allowed if the item has not been shipped.
  • Both buyer and seller have an agreement on cancellation.

To apply for a refund/cancellation, click on the button in your order page to request for a refund/cancellation. Provide a screenshot of the order confirmation or other relevant proof. Once the seller has approved your request, the refund will be deposited into your account/the order will be cancelled automatically. *Please note that “Completed” status orders are not allowed to request for refund and return.

  • Fresh goods sold are not allowed for return; however, if the item received is stale/expired, the buyer could inform the seller for further request of refund.
  • Shipped items are not allowed to cancel.
  • Buyer is not allowed to return/refund the items received on the grounds of dislike.
  • “Completed” status orders are not allowed to request for refund or return. *Please note that the “completed” status will be automatically updated after 7 days upon item shipped.

Yes, only if your item has not been shipped. You will be able to receive your full refund (including shipping fee) once your cancellation request has been approved. You will be notified once your request has been approved.

The process will take up to 14 days depending on the issuing bank.

Yes, if the seller has successfully processed, shipped or generated the tracking number for your order. In such scenarios, your order will proceed to ship as per normal after your cancellation request is rejected by the seller.

Upon receiving a dispute request, Floop will investigate the dispute case and based on the proof submitted by both parties, attempt to come to a fair resolution. Floop will try to complete the investigation within 5-7 working days from the date either party raised a dispute.

Once the case has reached a conclusion, the dispute team will inform you and the seller via email about the status of the case. Payment will be released to the buyer if the request for refund is successful. If the request for refund fails, the order will resume which seller will receive the payment once Floop Guarantee ends.

We will always encourage our buyers and sellers to resolve the issue before raising a dispute.