Frequently Asked Questions

FAQ for Shoppers

Download shopper's guide
  1. Getting Started-Shopper
  2. Shopping
    • How do I search for a particular product?
      • You may use the search bar at the top right hand corner of every page. It would be useful if you could remember the product name, or even part of it. This will help you greatly in the search process.

        If you cannot recall the product name, by the different categories and sub-categories that are on our website. Good luck!
    • Where do I find the measurements and size comparisons on site?
      • The size chart is available on every product details page, under "Description". Click on the product image to enter. The sizes available are subject to each retailer’s stock and may not be consistent across retailers. S, M, L sizes are good for a rough gauge. We recommend you to always measure yourself and compare it to the given measurements to avoid any disappointment!
    • Which countries can be delivered to?
      • We deliver islandwide in Singapore. We also provide shipping for international orders.

        For all international orders, do drop us an email and let us know which item(s) you’re interested in and we’ll help you calculate the shipping cost!
    • What is a backorder?
      • A backorder is a customer order which cannot be fulfilled at the present moment, and for which the customer is prepared to wait for some time for the next batch of stock to arrive.

        You may want to check with the respective shops for the estimated duration before placing a backorder.
    • How can I cancel my order?
      • If you have not completed the payment process, simply go to the outstanding payments page and click on “cancel this order”.

        However, once order has been confirmed, cancellations are not allowed. All orders are final. Kindly refer to our Returns and Exchange policy for more information.
  3. LollyPoints
    • What is LollyPoints?
      • LollyPoints is a rewards program specially designed to thank all our shoppers for the continuous support!

        Earn Lolly Points as you shop and use the LollyPoints to redeem awesome items from our redemption store.
    • How do I earn LollyPoints?
      • LollyPoints is a rewards program specially designed to thank all our shoppers for the continuous support!

        Earn Lolly Points as you shop and use the LollyPoints to redeem awesome items from our redemption store.
    • How do I use my LollyPoints?
      • Accumulate LollyPoints as you spend, and redeem items of your choice from our redemption store with over 1000 items!

        Redemption items are categorised into 8 tiers according to the points required. Choose from adorable stationeries to stylish home decoration and even luxurious travel deals! Remember to check back often for more updated items for redemption!
  4. Shipping
    • What are the shipping options?
      • The products can be shipped by standard postage, registered postage and JPB express delivery.

        Jipaban currently offers free islandwide standard postage. All registered postage is charged at $2.24 and JPB Express Delivery will be charged at a flat fee of $4.90.
    • What is the difference between normal and registered postage?
      • Standard and Registered postage are both mailed with Singpost to both local and international addresses.

        Standard postage is SingPost’s standard delivery option. Items sent via standard postage does not come with a tracking number and therefore, cannot be tracked and is not traceable. Should you select this option, Jipaban will not not liable for any lost mails regardless of destination.

        Registered postage is SingPost’s tracked delivery option. Each parcel will be issued with a Registered Article (RA) Number to help you to track the movements of your parcel. You will be required to sign and acknowledge the article upon delivery on your doorstep.
    • What is express delivery?
      • Express delivery is a door-to-door service provided by Jipaban. Upon checkout, select the JPB Express Delivery option and you will receive your item on the next working day!
      • To find out which store provides this service, simply check the storefront for the indicative seal. seal
    • How long is the estimated delivery time?
      • • Local (SG to SG) mail generally takes about 3-5 working days
        • Registered postage generally takes about 3-4 working days • International shipping generally takes up to 10 working days.
      • Estimated delivery times vary across countries/states so we suggest that you to check the shops’ estimated time of delivery on the product details page (i.e. by clicking on the product image or name).
    • How do I know if my items have been shipped out?
      • You can check your order status by clicking on Purchase History with your invoice number indicated.
      • A message would be sent to your Messages tab (My Profile>Messages) to notify you on further updates.
    • How can I track my orders?
      • Only registered mail parcels can be tracked with their registered article tracking number. An automated email containing the registered article tracking number will be sent to you. You can track your item at SingPost.com using the quick tool, under “Track Item”, located at the top left hand to get an online update.
    • What if my order is messed up (E.g. quality defect, missing item or wrong item)?
      • Please email us at customer@jipaban.com with the details of purchase (together with photos as proof) as soon as possible and we will get back to you within 3 working days.
  5. Returns & Exchange Policy
    • Returns & Exchanges
      • At the end of the day, customer satisfaction is important to us and we want you to be happy and satisfied with your purchase(s) from Jipaban. If for any reason you’re not satisfied with your purchase, you can submit a return/exchange request to Jipaban for an exchange, refund or Jipaban shopper credits.

        All return/exchange requests have to be submitted within 7 working days from delivery date and are subjected to approval by the Jipaban team. We don’t accept returns or exchanges after the 7-day period.

        Sale items, lingerie, leggings/stockings, swimwear, ear accessories, gift vouchers and free-sized items are not eligible for any exchange, return, refund or Jipaban shopper credits unless faulty.

        All emails to Jipaban regarding returns/exchanges must be accompanied with pictures of defective/damaged or incorrect shipment items. Kindly allow 3 working days for us to review your case.

        Please note that exchanges are strictly reviewed on a case-by-case basis and may be charged at a flat fee of $4.90 with express delivery (door-to-door service by Jipaban).

        All items should be returned new and unused with all accompanying parts. Returns that are washed, damaged, soiled, marked or altered will not be approved.
  6. Product Exchange/Return Policies
    • Apparels
      • Damaged/defective or incorrect shipment apparels will be exchanged at no shipping cost at all.

        All apparels must be returned new and unworn with tags/stickers attached in its original bubble-wrapped or sealed packaging.

        Manufacturing defects such as those stated below will be exchanged at no shipping charge at all:
        • Defects in the fabric such as tears, open seams, clear stains on material
        • Missing/loose buttons or faulty zippers
        • Major irregular hemming/trimming
        • Closed button holes

        Not allowed for an exchange:
        • Loose or hanging sewing threads
        • Slight discrepancy in fabric prints
        • Items that are washed, damaged, soiled, marked or altered

        Other exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Accessories (Belts/Bracelets & Bangles/Earrings/Necklaces/Rings)
      • Damaged/defective or incorrect shipment accessories will be exchanged at no shipping cost at all.

        Please note that ear accessories will not be allowed for an exchange for hygiene reasons.

        Defective/damaged accessories like those stated below will be exchanged at no shipping charge at all:
        • Faulty hooks
        • Missing jewels/crystals/rhinestones/charms/studs
        • Broken/torn accessories

        Not allowed for an exchange:
        • Exchange due fit/colour/design

        Other exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Bags
      • Damaged/defective or incorrect shipment bags will be exchanged at no shipping cost at all.

        Defective/damaged bags like those stated below will be exchanged at no shipping price at all. • Faulty zipper
        • Tear in the material
        • Broken buckle/hook
        • Missing strap
        • Loose studs or faulty magnetic clasp/button

        Not allowed for an exchange:
        • Loose threads
        • Irregular hemming

        Other exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Shoes
      • Defective/damaged or incorrect shipment shoes will be exchanged at no shipping charge at all.

        In the case that you are not able to fit into the shoes, you are allowed for one-time exchange for free.

        All shoes must be unworn and returned with tags/stickers attached in its original box and packaging.

        Defective/damaged shoes like those stated below will be allowed for an exchange at no shipping charge at all:
        • Broken heels/buckles
        • Missing bows/pendants/charms/ribbons/shoelaces
        • Faulty zipper
        • Major tear in any part of the material of the shoes

        Not allowed for an exchange:
        • Loose or hanging sewing threads


        Other exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Gifts and Lifestyle
      • Defective/damaged or wrong shipment gifts and lifestyle will be exchanged at no shipping charge at all.

        Defects like those stated below will be allowed for an exchange at no shipping cost at all:
        • Mechanism issues (Example: clock not working when battery is inserted or film spool is stuck)

        Not allowed for an exchange:
        • Loose or hanging sewing threads
        • Irregular hemming of product

        You are strongly encouraged to opt for Jipaban Express Delivery for postage of fragile items to prevent damage during postage and handling at the Post Office.

        Please note that any exchange or return due to broken items shipped by normal/registered postage will not be allowed and we will not be responsible for any mishandling of postages by the postal services.

        Due to the extensive variety of gifts and lifestyle items that are being sold on Jipaban, exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Books
      • Defective/damaged or wrong shipment books will be exchanged at no shipping charge at all.

        All books must be returned new and unmarked in its original packaging.

        Books with publishing/printing defects such as those stated below will be allowed for an exchange/return:
        • Clear ink smudges
        • Missing pages
        • Loose pages, binds or spines

        Not allowed for an exchange:
        • Books that are torn, dirty, marked, stained
        • Books with pages folded

        Please note that books with American cut pages (edges on pages which may affect the overall condition of the book) are not considered a defective item.

        Other exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Movies & Games
      • Defective/damaged or wrong shipment movies and games will be exchanged at no shipping charge at all.

        Not allowed for an exchange:
        • DVDs, blu rays and games and contents that are broken, scratched, torn or stained
        • Incompatibility of DVDs, blu rays and games

        DVDs, blu rays and games must be unopened and returned in its original sealed condition (still in its plastic wrap).

        Any item that is opened and is found to be defective or not working properly will be reviewed on a case-by-case basis.

        DVDs, blu rays and games that are eligible for an exchange must be returned with the disc and all accompanying parts in its original packaging.

        You are strongly encouraged to check the DVDs, blu rays and games compatibility with your various television/computer systems, players, and countries before ordering them with Jipaban.

        Other exchange/return policies not mentioned here will be reviewed on a case-by-case basis.

        Please note that the Jipaban team will have the final say on all exchange/return requests.
    • Colours
      • Exchange/return requests for colours are not allowed. We make every effort to ensure that colours are displayed as accurately as possible on our site. However, as monitor screen resolution varies, we cannot guarantee that your monitor’s display of the colours will be accurate to the original colours of the items.
    • Sizing
      • Exchange/return requests for fit are generally not allowed. We make every effort to measure each item before they are displayed. However, due to manufacturing discrepancies, there might be a difference of 0.1 to 0.2 inches between pieces. Such exchanges will be strictly reviewed on a case-by-case basis. The Jipaban team will have the final say on all exchange/return requests.
    • Replacement of Items
      • All sales are final. Final orders are not allowed for any cancellation, exchanges, returns, refunds or Jipaban shopper credits.

        Please note that we do not offer exchanges, returns, refunds or shopper credits for all orders shipped internationally.
    • Refunds/Shopper Credits
      • Please allow 10 working days for the processing of any refunds or shopper credits.

        Refunds will be issued in the same method of payment as the original payment. Example, if payment was made by PayPal, then refunds would be credited to your PayPal account accordingly. If payment was made by Internet banking or ATM transfer, then we would refund to your bank account instead.

        Shopper credits will be refunded to your Jipaban account. You can view these shopper credits in your shopping cart. In your shopping cart, check the box that says, "Pay for your purchase using your SHOPPER CREDITS".
    • Backorder items
      • We allow cancellation of orders of backorder items only if the items are not in stock or are permanently on sold-out. We will contact you as soon as possible via phone or email and will only credit you with Jipaban shopper credits.
    • Shipping/Delivery
      • Please note that if a package is returned to us (for delivery failure or any other reason), we reserve the right to absorb all costs of shipping. We will contact you via phone or email and will re-ship the package to your correct address via local standard postage. Additional fees for shipping will apply.

        If you have any other questions about our return and exchange policy, please feel free to contact our Customer Service team at customer@jipaban.com or call us at our Customer Service hotline at (+65) 6842 6637.

FAQ for Retailers

Download retailer's guide
  1. Kindly contact us at customer@jipaban.com if you’re interested in joining us as a retailer.
  1. Getting Started
    • How do I create a shop?
      • Sign up as retailer and you are good to start!
      • Follow a 4-step procedure to get your shop started up.
        1. Add a new product
        2. Add delivery zones
        3. Add delivery options
        4. Add Payment option
    • How does Jipaban help me in managing my store?
      • As you can see, Jipaban carefully categorizes all the features you need as an online seller
      • Dashboard - Products - Order - Updates - Settings - Stats - Pages - Apperance - Mailing List - Messages
      • Jipaban also provides useful statistical data information for your shop and products such as these:
      • How does Jipaban help me in managing my store
    • What are the charges?
      • Jipaban charges all retailers a 15% service fee on all successful transactions. This fee consists of marketing efforts, shop maintenance and participation in our loyalty program. Terms and conditions apply.
  2. Shop Management
  3. Managing Your Selling Activity
    • How is Jipaban useful in helping me manage the entire selling process?
      • As you can see, Jipaban carefully categorizes all the features you need as an online seller :
      • - Dashboard
        - Products
        - Orders
        - Updates
        - Settings
        - Stats
        - Pages
        - Appearance
        - Mailing List
        - Messages
      • Online selling can never be simpler or easier than this!
    • How do I view my new orders?
      • Go to your Dashboard tab to view the 10 latest New Orders. Click View All Orders to view the complete list. You may also check your orders in your Orders page.
    • What kind of shop statistics does Jipaban offer me?
      • Jipaban provides useful statistics for your shop and products such as these:
      • stats
      • You may view each statistic by clicking on the respective buttons.
    • How do I view or send emails?
      • You are constantly updated in your Dashboard on the number of New Messages that you have. Click on the respective messages to view or reply to them. You may also visit your inbox by clicking on the Messages tab.
    • How do I create a newsletter for my mailing lists?
      • Create a New Newsletter in your Mailing List and fill in the form as specially designed for your needs. You may choose to send your newsletters to mailing list subscribers or users who added your shop to their malls.
      • On the left panel you may view the previous newsletters that you have created, designated in archives.
    • How do I check my order statuses?
      • You may view them at your Dashboard under New Orders or visit the Order tab to check on each order.
    • Can I print the invoice and delivery slip for my own reference?
      • Yes, you may do so while checking your order details.
    • How does the order confirmation work?
      • Once your customer’s order has been processed and invoiced, please wait for his/her payment and conveyance of the Internet Banking transaction code.
      • When you have received and verified the payment, you may proceed to deliver the goods.
    • How can I further personalize my shop or provide more information to my customers?
      • You may do that via creating Pages for your customers (Add New Page), including details on shipments and returns, delivery directions, payment information and even a look-book! You may also return anytime to edit them.
      • The number of pages you can add depends on your membership tier with Jipaban:
      • 1st tier: 1 page
        2nd tier: 2 pages
        3rd tier: 3 pages
    • What are the delivery methods available and what are the charges?
      • You may opt for free delivery, a flat rate, cost per item or charges based on weight.
      • Handling fees may also be included if you wish to. Charges are specific to delivery type so you may view and configure these delivery settings in your Settings tab --> Delivery Options.
    • What are the payment options available?
      • The payment options available are Internet banking and PayPal. This can be customized in the payment Options and PayPal Options under Settings. It is compulsory for all Jipaban’s shop owners to have a PayPal business account. With a PayPal account, you would also be able to offer your customer credit card payment method beside paying with PayPal credits.
    • Can I ship overseas?
      • Yes you can! Simply go to Delivery Zone to add additional places you would like to ship to, and then add the relevant information under Delivery Options.

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