Frequently Asked Questions
Feedbacks
Q: How do you report incorrect information?
A: You can call the customer service hotline at 83236889, or log in to WhatsApp and provide us with the information that you would like to report.
Membership issues
Q: How long is the membership valid?
A: The membership is valid for 365 days. The membership term will start from the date of successful registration and will not be terminated due to any circumstances.
Q: What are the card member’s benefits?
A: The members are entitled to the 2 benefits which include: Coupon for gift package, and exclusive customer service. More benefits will be added, please stay tuned for the announcement.
Delivery
Q: How do I change or add the delivery address?
A: Go to [my account] → [address book] → [new address] → continue. When placing an order, you can change the delivery address by re-selecting the address on the order page.
Q: Why the shipment shown confirmed before my shipment arrive?
A: If you confirm that you haven’t received your shipment, you can apply for refund through [After-sales/Refund] section, and you can place A new order if necessary. Or you can contact our customer service hotline at 83236889 to seek for help.
A: Free delivery for orders above $100 (Only applicable for the delivery in Singapore, not include Tuas Island, Pulau Ubin, Jurong Island,).
Delivery Area Range
Q: What is the area you deliver?
A: Currently, DeYi delivers within Singapore and Southeast Asia. We are expanding the country of delivery. Please stay tuned for the announcement.
Q: How do I know if my address is within the area of delivery?
A: You may check with your local courier service company. DeYi is able to arrange the delivery as long as the courier service is available at your area.
Ordering
Q: Can I cancel my order?
A: If the order status shows "unsuccessful payment". You can cancel the order by yourself (except for cakes, fresh products, tea and secondary processed goods); If the order status shows "waiting for delivery" or "in delivery", you need to contact our customer service hotline to cancel the order.
Q: Why is my order cancelled automatically?
A: If you fail to make payment within 5 minutes after the order is submitted, the order will be cancelled automatically and the money will be returned.
Q: Why can't I place an order & can't access the webpage?
A: Please make sure the network is stable or try to switch the network.
Q: The order has been submitted, but can we make amendment to the wrong address/phone number/delivery time?
A: Please contact our customer service hotline for help as soon as possible.
Q: The order has been cancelled but I still want it. Can you arrange delivery again?
A: Please reorder the product again.
Q: Can you issue the invoice for me?
A: After the payment is successful, an e-receipt will be sent to your email.
Product defects (not fresh, missing item, coupon refund)
Q: There are some quality problems with the goods I purchased. What should I do?
A: You can request for refund and send the photos of the products to us. You can also contact our customer service hotline for help as soon as possible.
Q: What should I do if there is a missing item?
A: If there are missing items, you can contact our customer service hotline at 83236889 to seek assistance.
Payment issues
Q: What are the payment methods on the website? Can I pay on delivery?
A: The current payment methods supported by the platform are MasterCard, Visa, PayNow, Alipay, and gift card. Cash on delivery is not available.
Q: The order has not been paid successfully. Can I pay again?
A: If the payment fails, you can make the payment again within 5 minutes and the payment method can be changed. After 5 minutes, the payment function will be turned off and the order will be cancelled.
Q: In the process of online payment, the order shows that the payment has not been paid successfully, but the payment has been deducted.
What should I do?
A: the payment is delayed on the third-party trading platform. Please refresh the order later to check the payment status. If it shows [Payment timeout], no worries, the money will be returned to your account.
Refund
Q: Do you support return or exchange without reason?
A: No, we are regrets to inform you that we do not allow you to return or exchange products
Credit Redemption
I. Rules of use
1. Every 100 credits can be used to offset $1. The number of credits redeems each time need to be multiple of 100.
2. the credits can only be redeemed through the website. The points are not convertible into cash.
II. Validity period
1. The credits have a validity period. The credits will expire at 23:59,1 year counting from 1 June every year. For example, if the credits earned from 1 June 2020 has not yet been used up, on 1 June 2021 at 00:00 the credits earned would be expired.
III. Accumulation of credits
1. Rebate: Every $1 is equivalent to 1 credit. If the purchase of $100.57, the user can get 100 credit after the completion of the transaction.
IIII. Refund and deduction of credits
1. After submitting the refund application, the system will deduct the credits obtained in the transaction.
2. If your credit balance is insufficient, you will get a refund deducting 10 credits = $1.