Frequently Asked Question (FAQ)

USER (BUYER) - MEMBERSHIP

1. REGISTRATION

A. How to become App Member
If you do not have an account with IPO yet, you can follow simple steps to become a member. On the bottom right of the App , please click 'Profile’ and continue with ‘Sign Up’

Fill up necessary information and click 'Next', your member registration is complete and you can start shopping! For more information, please email our Customer Support at ipocs@ipo-world.com

B. Is IPO member, Paid Membership?
No, it is free to be a member on IPO App. If you have not signed up with IPO App yet, join us now and enjoy various discounts and benefits provided by us. For more information, please email our Customer Support at ipocs@ipo-world.com

C. Can I become IPO member without providing email, mobile number or both email & mobile number?
Unfortunately, you will only become an official member of IPO after you register email address and mobile number. This to facilitate your retrieve of password if you forgot. For more information, please email our Customer Support at ipocs@ipo-world.com

D. Is there any age limits for becoming IPO member?
No, there is no age limit to be a member on 11street. However, those who are under 18 years old when making a purchase are require to get Legal Guardian’s consent. For more information, please email our Customer Support at ipocs@ipo-world.com

2. EDIT INFORMATION

A. Can I change my email address or mobile number?
Unfortunately, you cannot change your email address once signed up as a member on IPO member. Due to unforeseen reason, if you need to change your email address, you need to contact Customer Service and advice the reason of the changes. Please note that, once you change your email address, you might lose all the credit / vouchers and shopping history. For more information, please email our Customer Support at ipocs@ipo-world.com

B. Can I change my profile information?
At this moment we do not allow any changes yet. If you need to change information you will need to contact Customer Service and advice the reason of the changes. For more information, please email our Customer Support at ipocs@ipo-world.com

C. Can I change my password?
We do not have any access to your password and we will suggest that you choose Forgot Password option. You can recover the password using your registered Email or Mobile Number. Follow the message accordingly. For more information, please email our Customer Support at ipocs@ipo-world.com

D. Can I unsubscribe IPO newsletter? You can unsubscribe from IPO newsletters and SMS event updates by contacting our Customer Service. For more information, please email our Customer Support at ipocs@ipo-world.com

3. BENEFITS


A. What is Vouchers/Promo Code?
Promo Code/Vouchers are applicable for all purchase in IPO App. For more information, please email our Customer Support at ipocs@ipo-world.com

B. Do Vouchers/PromoCode have expiry date?
Yes. Different types of vouchers/promo code come with different validity period depending on where you obtained them. You can check the validity period on voucher itself or In-App notification. For more information, please email our Customer Support at ipocs@ipo-world.com

C. How to I use my Vouchers/Promo Code?
Upon checkout, you can insert the Voucher/Promo Code applicable for your account. Please note that some voucher/promo code can’t be used with other code. Please check the condition of the voucher/promo code you have before using them to maximize the benefit given to you. For more information, please email our Customer Support at ipocs@ipo-world.com

D. I used my code but my order cancelled. Can I get my code again.
Please note that voucher/promo code are not reusable even if the order cancelled due to the terms and condition (Period) attached. For more information, please email our Customer Support at ipocs@ipo-world.com

E. Is there any Cash Credit functions in the app?
Not at this moment. However we do have the plan to offer this feature for all our members. Please stay tune! For more information, please email our Customer Support at ipocs@ipo-world.com

USER (BUYER) – ORDER & PAYMENT

1. ORDER

A. Can I purchase without registering as a member?
You are allowed to view products as a guest. However, to add to cart or purchase products, you need to be a registered member to complete the order and payment.

B. How do I start purchasing?
It is so Easy! Choose Your Product and Click ‘Add to Cart’ or “Buy Now’. Go to Cart and Make Payment!

C. What should I do if I need more information for the Product?
If the information provided in Product Detail Page is not sufficient enough to your inquiries, please contact Customer Service at ipocs@ipo-world.com. The products are all direct manufacturer hence the information are usually none fabricated. However we are more than happy to assist.

D. Is the price stated on the App nett price with no further discount?
The price stated on the App is nett price unless there's a promotion or further reduction through Voucher/Promo Code discounts. We highly advise buyer to stay tuned on our on-going or future promotions by subscribing on our newsletter.

E. Can I check out multiple products together?
Surely you can. Just Click ‘Select All’, all products in the cart will be selected. This allows you to save time from placing multiple orders & performing multiple payments.

F. Can I change my order after making payment?
Once you have made a payment for your order, it is not allowed to change any information such as shipping details, billing information or delivery method as the seller may have started the shipment process. Should you wish to change any order under any unforeseen circumstances, kindly contact Customer Support via email to ipocs@ipo-world.com as soon as possible. We will try to provide assistance.

G. How can I change the product option/quantity?
At different stage, you can make changes to the product you want to purchase. Add to Cart – Edit allow Buy Now – Edit allow Shopping Cart – Edit allow Payment – No more changes!

H. How do I know if my order is successful?
Once your order is successfully placed with payment, we will notify you via email and you can also use the tracking option in App


I. How can I check my current order status?

You can go to Tracking > Order Tracking > My Orders to check your order status. You can see the question h. covering this question.
J. What is my order number?

Order number is your reference number for the product(s) you ordered. You can find the order number on My Orders page. Order Number is important if you need to raise any issues with your order.

2. PAYMENT

A. What are the payment options available?
We provide various payment options to suit buyers' preference.
1. Credit Card / Debit Card (Available Soon!)
2. Online Banking
3. Mobile Wallet (Available Soon!)
4. ATM/Bank Transfer (Available Soon!)
5. Cheque Payment (Available Soon!)


b. Can I change my payment method if the initial payment was unsuccessful?
Unfortunately, changing payment method is not allowed once you have clicked 'Proceed to payment' on a checkout page. If your initial payment failed and if you need to change your payment method, please cancel the existing order and place a new order to select a new payment method.

c. Can I pay with Cash on Delivery (COD)?
Unfortunately, we do not provide Cash on Delivery service.

d. I have not paid yet. Is there a time limit for payment?
In order to protect sellers' products from being held for too long and encourage healthy buy-and-sell flow, orders will expire if payment is not made.

e. What should I do if I did not receive any payment confirmation?
Please do inform us through email regarding this matter with order number, payment date, payment amount, and screenshot of transaction (if required) . We will get back to you as soon as possible. You are also advised to check with your respective bank to ensure the transaction is successful. For more information, please email our Customer Support at ipocs@ipo-world.com

USER (BUYER) – CANCELLATION & REFUND

1. CANCELLATION



a. Can I cancel my order?
Unfortunately you cannot cancel the order when the payment made. Most products are made for order. Hence the manufacturer already process your order. Should you wish to change any order under any unforeseen circumstances, kindly contact Customer Support via email to ipocs@ipo-world.com as soon as possible. We will try to provide assistance.

b. How do I know if my order already been cancelled?
As we mentioned we do not accept cancellation. However if our Customer Service able to process your cancellation directly with our Seller, you will need to wait for our email sent. In app order tracking will not be working for your scenario anymore.

c. How can I check if my payment was cancelled successfully?
Once your cancellation is successful, refund process starts immediately via the refund method you have chosen upon cancellation request. Since the cancellation process are manually done, we will update the status via email.

2. REFUND


a. How long does the Refund Process usually take?
Once your cancellation or return is successful, refund process starts via the refund method you have chosen. Calculation of days starting from cancellation approved by Seller. Depending on the Bank of your payment mode, amount will be reflected in your card/account up to 14 Days. If you opt for IPO Credits, the amount will be available within 24hrs in your membership.

b. What are the available refund methods?
Different refund methods are available depending on your initial payment method.

c. Can I choose Refund Method different from my payment method?
Yes, you can. However, we only support IPO Credits refund which is different from your initial payment method.

d. I cancelled my order, but I have not received my refund yet.

Refund is proceeded immediately after cancellation, but depending on the refund method, the duration varies due to bank procedures.
1. Credit Card / Debit card : up to 14 working days

2. Online Banking : up to 14 working days
3. IPO Credit : 24hours


e. Can I refund in cash?
Unfortunately, any payment made on App cannot be refunded in Cash.

f. Can I edit Account information for Refund?
Unfortunately, the refund will be made to that account, and you can no longer change the account information.
If there was a typo or invalid information, please contact our Customer Support via email us at ipocs@ipo-world.com for further assistance.

USER (BUYER) – RETURN & EXCHANGE

1. RETURN


a. What is Return?
If the product you have received is faulty, wrong item or damaged, you can request to return the item back to seller and get a refund. A return process requires buyers to ship the received product back to seller in the same condition as when it first arrived, together with other free gifts or items provided by seller. In the event where the return request or returned product fail to meet return policy, seller has all the rights to reject your request. For more information, please email our Customer Support at ipocs@ipo-world.com

b. What is the difference between Return and Cancellation?
Cancellation is not acceptable but please contact Customer Service immediately if we can assist on this matter but it needs to be done BEFORE shipping starts. If you already have received the product or if the product is on the way to you, you need to request 'Return' because the product has to be returned back to seller in order for buyers to get a refund. Both Return and Cancellation need to submit the request to Customer Service at ipocs@ipo-world.com

c. Who is responsible for Return shipping fee?
'Return' order, buyer will bear their own shipping fee to return the product to seller.

d. I requested Return, but I want to cancel my request.
You can withdraw the request but communicating to Customer Service. For more information, please email our Customer Support at ipocs@ipo-world.com

e. How long do I have to request Return?
Please note that you have 7 Days to confirm the products are in order condition. IPO will automatically confirm your purchase after 7 days after the arrival of your product if there is no intention of cancellation/Return/Exchange taken by buyers within that period. Please make sure to check the product's condition and request 'Return' within given period where necessary.

f. Can I change my mind after making a purchase?
Please note that most of our products are made for order. Any return for a change of mind is not acceptable, excluding faulty, wrong item or damaged item(s) received.

2. EXCHANGE


a. What is Exchange?
If the product you have received is faulty, wrong item or damaged, you can request to 'Exchange' the item and get a new product. An 'Exchange' process requires buyers to ship the received product back to seller in the same condition as when it first arrived, together with other free gifts or items provided by seller (if any and if required). In the event where the 'Exchange' request or the exchangeable product fail to meet return policy, seller has all the rights to reject your request. b. If I want to exchange, what should I do?
Please send your exchange request to Customer Service at ipocs@ipo-world.com Please select the reason carefully and explain the reason for your seller. If the information you provided is not genuine or insufficient, as well as in the event where the Exchange request or returned product fail to meet Exchange policy, seller has all the rights to reject your request.

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