FAQ

Kindly check the FAQ below if you are not very familiar with the functioning of this website. If your query is of urgent nature and is different from the set of questions then do write to us at customerservice@VillageShopee.com or call us on 7700879079 between 7 am & 10 pm on all days including Sunday to get our immediate help.

 

Registration

How do I register?

You can register by clicking on the “Register” link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

 

Are there any charges for registration?

No. Registration charge on VillageShopee.com is absolutely free.

 

Do I have to necessarily register to shop on Village Shopee?

You can surf and add products to the cart without registration but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

 

Can I have multiple registrations?

Each email address and contact phone number can only be associated with one Village Shopee account.

 

Can I add more than one delivery address in an account?

Yes, you can add multiple delivery addresses in your Village Shopee account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

 

Can I have multiple accounts with same mobile number and email id?

Each email addresses and phone number can be associated with one Village Shopee account only.

 

Can I have multiple accounts for members in my family with different mobile number and email address but same or common delivery address?

Yes, we understand the importance of time and the toil involved in shopping any Product. As long as the email addresses and phone number associated with the account is unique to each member in a family the delivery address can be the same.

 

Can I have different city addresses under one account and still place orders for multiple cities?

Yes, you can place orders for multiple cities.

 

Account Related

 

What is My Account?

My Account is the section you reach after you log in at Village Shopee.com. My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

 

How do I reset my password?

You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

 

What are credit notes & where can I see my credit notes?

Credit notes reflect the amount of money which you have pending in your Village Shopee account to use against future purchases. This is calculated by deducting your total order value minus undelivered value. You can see this in “My Account” under credit note details.

 

What is My Shopping List?

My Shopping List is a comprehensive list of all the items previously ordered by you on Village Shopee.com. This enables you to shop quickly and easily in future.

 

Payment

 

What are the modes of payment?

You can pay for your order on VillageShopee.comusing the following modes of payment

  • Cash on delivery (B). Credit and debit cards (VISA / MasterCard)

 

Are there any other charges or taxes in addition to the price shown?

Is VAT added to the invoice?The VAT is included in the MRP of products. There are no additional taxes added by Village Shopee to your order. The prices you see on our product pages are the prices you pay. There is a Maximum delivery charge of Rs. 60 on orders below Rs. 1000.

 

Is it safe to use my credit/ debit card on Village Shopee?

Yes it is absolutely safe to use your card on Village Shopee.com. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer.

 

What is the meaning of cash on delivery?

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

 

If I pay by credit card how do I get the amount back for items not delivered?

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your Village Shopee account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

 

Where do I enter the coupon code?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any evoucher/ coupon code that you have. The amount will automatically be deducted from your invoice value.

 

What is Village Shopee Wallet?

The Village Shopee Wallet is a pre-paid credit account that is associated with your Village Shopee account. This prepaid account allows you to pay a lump sum amount once to Village Shopee and then shop multiple times without having to pay each time.

 

Delivery Related

 

When will I receive my order?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot. Your order will be delivered to you on the day and slot selected by you. If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations) we will credit 5% of your order value to your Village Shopee account.

 

How are the fruits and vegetables packaged?

Fresh fruits and vegetables are hand-picked, hand cleaned and hand packed in reusable plastic trays covered with cling. We ensure hygienic and careful handling of all our products.

 

How are the fruits and vegetables weighed?

Every fruit and vegetable varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by kilogram. At the time of delivery we weigh each item to determine final price. This could vary by 5% at maximum. Therefore if you have shopped for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (eg cabbage, pineapple), you will still be charged a maximum of Rs. 105. In case the weight of the product is lesser than what you ordered, you will pay correspondingly less.

 

How will the delivery be done?

We have a dedicated team of delivery personnel and a fleet of vehicles operating across the city which ensures timely and accurate delivery to our customers.

 

How do I change the delivery info (address to which I want products delivered)?

You can change your delivery address on our website once you log into your account. Click on “My Account” at the top right hand corner and go to the “Update My Profile” section to change your delivery address.

 

Do you deliver in my area?

You will be intimated via sms, emailand call at every stage of your order processing, right from order confirmation till the dispatch.

 

Will someone inform me if my order delivery gets delayed?

In case of a delay, our customer support team will keep you updated about your delivery.

 

Do you do same day delivery?

We do some product same day delivery provided you place your order before 2 noon on the day you want delivery. Please note that we do same day delivery in Bihar.

 

What is Same Day Delivery?

Village Shopee has now started same day delivery. All you have to do is order before 2 noon and we will deliver it to you the same day evening*. Any order placed after 2 noon will be delivered the next day in the slot chosen by you. For example if you place the order before 2 noon you can choose from either 7:00 pm to 10:30 pm or 10:30 pm to 01:30 pm slot. But, if order is placed after 2 noon you will receive it the next day in the slot chosen by you. Please note that we do same day delivery in Bihar. *Subject to slot availability.

 

Is Same Day Delivery applicable to only a few products or all products?

The Same day Delivery is applicable to our entire range of products. Please note that we do same day delivery in Bihar.

 

Order Related

 

What are delivery slots?

Delivery slots are time slots during which you will receive your order. Village Shopee currently offers 4 delivery slots each day. These are:
i. Slot 1 – 7:00 am to 10:30 am
ii. Slot 2 – 10:30 am to 01:30 pm

 

How can I check availability of next slot before placing order?

Once you log in to your account, you will notice that on the right side of the website, under “My Cart” the next available slot in which you can order will be displayed.

 

Can I change my order delivery slot after placing the order?

Delivery slot cannot be changed once the order is placed. In case of an urgent requirement of change of slot please contact our customer support team and we will try our best to accommodate your request.

 

How do I add or remove products after placing my order?

Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team for any modification of order.

 

How long will my chosen slot be blocked for me?

5 minutes. After this the slot will be released for other shoppers on the website.

 

Is it possible to order an item which is out of stock?

No you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible.

 

How do I check the current status of my order?

The only way you can check the status of your order is by contacting our customer support team.

 

How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?

You will receive an email as well as an sms and call about unavailable items before the delivery of your order.

 

When and how can I cancel an order?

You can cancel an order before the cut off time of your slot by contacting our customer support team.

 

What You Receive Is What You Pay For

At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 48hrs to report missing items. This is applicable only for items that are invoiced.

Customer Related

 

How do I contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm. They can be reached at 7700879079 or via email at customerservice@Village Shopee.com.

 

What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm.

 

How can I give feedback on the quality of customer service?

Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with Village Shopee. Do write to us customerservice@Village Shopee.com in case of positive or negative feedback.

 

How do I raise a claim with customer service for any of the Guarantees – Delivery Guarantee, Quality Guarantee?

If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details or your order as well as the issue you faced.

Return & Refund

 

Return – Refund

We have a “no questions asked return and refund policy” which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the quality or freshness of the product. We will take the returned product back with us and issue a credit note for the value of the return products which will be credited to your account on the Site. This can be used to pay your subsequent shopping bills.

Return Policy – Time Limits:

  1. Perishable goods: Within 24 hours from the delivery date
    2. Other goods: Within 7 days from the delivery date.

 

  1. Want to Return a Product?

We offer a 7 days return guarantee on all the products bought on our website. Products should be returned in the original condition.

Returns will be accepted under the following conditions:

  • > Defective/Damaged Product
  • > Product significantly different from the Product’s Specifications
  • > Wrong Color/ Size/ Style
  • > Incorrect Quantity
  • > Wrong Product Delivered
  • > Part of Product is missing
  • > Non-receipt of Invoice / Warranty

Returns will not be accepted under the following conditions:

  • > Product is damaged due to misuse/overuse
  • > Consumable Product
  • > Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  • > Serial Number is tampered
  • > Defective products that are covered under Seller/Manufacturer’s warranty and reported after 10 days.
  • > Damaged products reported after 2 days.
  • > Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  • > Product is used or worn or altered

Categories not eligible for Return:

  • > Healthcare Products
  • > Customized Products
  • > Undergarments, Lingerie, Swimsuits, etc.
  • > Perishables including Flowers, Edibles, etc.
  1. Want to Replace a Product?

Replacement will be accepted if your purchase is covered under buyer protection and the product is in stock with the seller. In case, the product is out of stock, we will issue you a refund.

Also, if the product delivered is not the same that you had ordered, seller’s consent is required to replace. Please read the Product description carefully and choose the right size and color.

Replacement will not be accepted in the following conditions:

  • > Product is damaged due to misuse/overuse
  • > Consumable Product
  • > Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  • > Serial Number is tampered
  • > Defective products that are covered under Seller/Manufacturer’s warranty and reported after 10-days.
  • > Damaged products reported after 2 days.
  • > Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  • > Product is used or worn or altered
  1. What is the time frame in which, I have to file a return / replacement request?
  • > Return/Replace request of the Product(s) to be initiated within 7 days of Delivery.
  • > Return Request to be filed with VillageShopee.com’s Customer Support within 2 days of Delivery under following condition:
    • > Damaged Product
    • > Empty Parcel
    • > Missing Item

Filing a Return Request:

  • > You can file a return request at your VillageShopee.Com account. Use following steps: Sign-In -> My Account -> Order History -> Request Return.
  • > Return request will be reviewed by Com.
  • > If required, request will be shared with the merchant for his/her approval.
  • > After approval, pickup of the product will be arranged through our courier partners.
  • > If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by us.
  • > After the product is received, it is verified against your claim. Replacement or refund is initiated after that. Replacement would depend on the stock availability with the respective merchant.

What happens afterwards?

It takes between 1 to 3 weeks from the time a request is raised, to the time the product is delivered back to us. Exact time would depend on the nature of the product and your location. Please be assured that we work very hard to ensure that your interests are protected.

REPLACEMENT OR REFUND

 

  1. When will I get the replacement or refund?
  • > We initiate the replacement or refund within 2 working days of receiving the product at our center.
  • > For Bank Refund, it may take up to 2 weeks, for the amount to get credited in your account, after we have initiated the refund.
  • > For Reward Points Refund, the amount is immediately transferred to your Comaccount.
  • > The refund/replacement may get delayed or declined if the product received by us is not as per your claim or in case of missing Order ID on the package.
  • > Time taken to process the Refund may vary depending on the mode of payment. Please refer to the list below:
  •    > Net banking: 4-5 Business days
  •    > Debit card: 7-9 Business days
  •    > Credit card: 15 Business days
  1. Want to know the status of my return request.
  • > You can see the status of your return at Com.
  • > You can also reply to the email received from Comsupport to know the status of your request.
  • > Every request received at Comis assigned a ticket number and an acknowledgement is sent to your registered email. Please access registered email and mobile only, for communication with us.
  • > Post receipt of your Return request, we keep you updated on way forward, like approval or rejection of return, pick-up and re-shipment or refund. You can be assured that we are working on your request.

 

DETAILS OF PRODUCT SPECIFICATIONS FOR RETURN / REPLACEMENT

 

Product has manufacturing defect

  • > If the product has manufacturing defect, please check buyer protection.
  • > If the product has manufacturer’s warranty, you should claim the warranty by calling or visiting the nearest service center of the product’s brand.
  • >VillageShopee.Comshall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.
  • > For non-standard products, please contact us at Comand we would take your issue with the seller.
  1. Product is damaged

All products are carefully packed before dispatch. In a rare circumstance, if the product reached you in damaged state, please contact us within 2 days of Delivery at VillageShopee.Com

 

  1. Product is significantly different from description

You are covered by VillageShopee.Com Return & Replacement policy in case you receive a product that is significantly different from the product description on the website. This not only covers, wrong size, color, style etc. but also any wrong promises or details in product description including major quality issues, expiration date etc.

 

  1. Wrong color delivered

If wrong color is delivered, under buyer protection you are eligible for replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through VillageShopee.Com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

  1. Wrong size delivered

If wrong size is delivered, under buyer protection you are eligible for replacement or refund.For some products, there could be slight variation in the picture and actual product. Before creating a request through VillageShopee.Com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.Please do keep the picture of the product as we will need it for verification.

  1. Wrong quantity delivered

If wrong quantity is delivered, you are covered under buyer protection. Inform us within 2 days of receiving the order through VillageShopee.Com.

Please check the delivered Packet thoroughly, and verify with the Product Details on website.

  1. Wrong Product Delivered

If a wrong product is delivered, under buyer protection you are eligible for replacement or refund. For some products there could be slight variation in the picture and actual product. Before creating a request through VillageShopee.Com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details. Please do keep the picture of the product as we will need it for verification.

  1. Wrong style delivered

If wrong style is delivered, under buyer protection you are eligible for a replacement or refund. For some products there could be slight variation in the picture and actual product. Before creating a request through VillageShopee.Com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details. Please do keep the picture of the product as we will need it for verification.

You may find the question about replacement useful.

  1. Missing parts in the product

Please check the content of the package and verify with product description. In a rare circumstance, if there are missing parts, please contact us at VillageShopee.Com.

 

  1. No Invoice/Warranty received

All orders dispatched by VillageShopee.Com carry original Invoice from the seller. If the Invoice/Warranty is missing, please contact us at VillageShopee.Com within 10 days of Delivery.

 

 

 

Others

 

Do you have offline stores?

No we are a purely internet based company and do not have any brick and mortar stores.

 

Where can I find currently running offers/ promotions?

There is a link called “Today’s Special Offers” on the top Left hand side of our website. All products with any discount or promotions are listed under this section.

 

What do I do if an item is defective (broken, leaking, and expired)?

We have a no questions asked return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful.

 

How will I get my money back in case of a cancellation or return?

What are the modes of refund?The amount will be refunded to your VillageShopee.comaccount to use as store credit in your forthcoming purchases. In case of credit card payments we can also credit the money back to your credit card. The money will be credited back to your account in 7-10 working days.  Please contact customer support for any further assistance regarding this issue.

 

I am a corporate/ business. Can I place orders with Village Shopee.com?

Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants and corporates. Please contact as at  customerservice@VillageShopee.comto know more.

 

I’d like to suggest some products. Who do I contact?

If you are unable to find a product or brand that you would like to shop for, please write to us at customerservice@VillageShopee.comand we will try our best to make the product available to you.

 

How & where I can give my feedback?

We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at customerservice@Village Shopee.com, or call us sat 7700879079 and we will do our best to incorporate your suggestions into our system.

 

Are Delivery Tokens issued?

The Delivery Token policy has been permanently withdrawn from the Village Shopee delivery mandates and shall not be issued until further notice.