Only Shipped via Platform orders are eligible for reimbursement.You will be reimbursed under the following conditions:

• The issue is caused by the buyer, logistics service provider, or platform.

You didn't receive the returned order or any payout for the order.If your order is lost or damaged, we will provide compensation for the order within five business days, barring any unforeseen circumstances according to our Customer Order Cancellation, Return and Refund Guidelines. Additionally, the platform will automatically cancel the order and refund the buyer.

• If you haven't received compensation within that timeline, you can create a ticket under Complaints & Disputes (Logistic related) > Delivery process inquiry > Package Lost or Complaints & Disputes (Logistic related) > Logistic Issue > Package Damaged so that our support team can follow up.

You have 40 calendar days from the last logistics status update to submit a claim.

• If you submit a claim or request for compensation after 40 calendar days from the last status update, your claim will be rejected.
• For example, if the latest logistics status was updated to Package Lost on 1st February 2024, you have until 11th March 2024 to submit your claim. Any claim submitted after 11th March 2024 will be rejected.

If your order status is still In Transit, but you've received a message from the logistics service provider that the order is lost or damaged, you can create a ticket under Complaints & Disputes (Logistic related) > Delivery process inquiry > Package Lost or Complaints & Disputes (Logistic related) > Logistic Issue > Package Damaged including the order ID and any supporting evidence to claim reimbursement.

• Evidence for package damaged: Unboxing of the package to show damaged products, packaging procedure before arranging for shipment, materials used to secure packaging, and the label of the package (make sure the tracking number is visible).
• If you select Package lost, no evidence is required.

For fruit category, you can refer to Guidelines for Logistic Issues in order to file a complaint.