On platform functions

1. Do I have to install another application to access the platform?

You can still use your current application and account to access the platform.

2. Will my unused voucher be re-issued? Including my cashback bonus voucher?

Unfortunately, unused vouchers that have expired will not be reissued. You can collect new vouchers from stores and platform application for your new purchases.

3. Will my expired voucher be reissued?

Unfortunately, unused vouchers that have expired will not be reissued. You can collect new vouchers from stores and platform application for your new purchases.

4. Will I still have access to my previous order history?

Yes, you will still be able to access and view your order history.

5. What payment methods are accepted?

Usual payment methods accepted include:

• Cash on Delivery (COD)
• Bank transfer
• Debit card and Credit card
• Cash payment at Indomaret, Alfamart
• Wallets like Gopay, OVO, DANA
• PayLater (service provided by Atome)

Note: Akulaku is no longer a supported payment channel.

6. Can I use my previous payment method or do I have to resubmit?

You do not need to resubmit your previously saved payment methods.

7. How are taxes applied to my purchases?

All purchases are subject to the prevailing Value-added tax (VAT) rate. The final price paid includes such VAT.

On Returns & Refunds

8. What is the return policy and how do I initiate a return?

You can raise a Return & Refund request or Refund Only request within 6 calendar days after you have received the product.

• Go to Shop > Orders OR Profile > Your orders
• Select the order you would like to request a return/refund
• Select Request return/refund
• Select the reason for your return/refund request and select Continue.
• Submit relevant photos or video of the product that you have received, showing the issue with the product clearly.
• Once you are done, select Submit.

Once you have submitted your return / refund request, the seller will review it within 48 hours.
For Return & Refund request, you will be required to return the product to the seller within 5 calendar days from the approval time.
For Refund Only request, you will receive your refund to the chosen payment method after the seller approves.

9. Will there be any changes to the after-sales policy?

There's no change to our after-sales policy, everything will remain the same until further notice.

10. How do I contact Customer Service?

There are 3 ways to get in touch with our Customer Service.

1. Through our live agent chat feature:

• Go to Shop > Help > Live Chat

2. By submitting a ticket:

• Go to Shop > Help > Submit Ticket

3. Through email:

• You can email us at e-com.service@tiktok.com