Returns & Refunds Policy

Last updated: 4 November 2026

1. Who this policy applies to

This policy covers all orders placed on shiokly.com and delivered or collected in Singapore. Products on Shiokly are sold by independent Singapore vendors listed on Kachiing. Shiokly handles all return, exchange and refund requests, so you only need to contact us.

2. Returns for defective products only

We accept returns only when a product is defective. A product is defective if it:

• arrives damaged or broken;
• is faulty or does not work as described;
• for food, arrives spoiled or unfit to eat;
• is different from what you ordered (wrong item, size, colour, flavour or quantity), or has items missing.

We do not accept returns or give refunds if you change your mind, order the wrong item yourself, or no longer need the product.

3. When to report a problem

• Food and drinks: within 24 hours of delivery or collection, because food is perishable.
• All other products: within 7 days of the date you received the item.

Please include photos or a short video showing the problem, plus photos of the packaging. Claims reported after these times may not be accepted.

4. Exchanges

We accept exchanges for defective products. If your item is damaged, faulty or wrong, you can choose to exchange it for a working replacement of the same item instead of a refund, subject to stock from the vendor. If a replacement is not available, we will give you a full refund.

5. How to start a return or exchange

1. WhatsApp us at +65 9678 0203 within the reporting time in section 3.
2. Tell us your order number, which item is affected and what the problem is, and send your photos or video.
3. We will review your claim and tell you whether it is approved, and whether you want a refund or an exchange.
4. If we need the item back, we will send you the return address or arrange collection. For perishable food, we usually only need photos and you do not need to send it back.

6. Condition of returned items

Please return defective items with their original packaging, accessories and any free gifts where possible, so the fault can be checked. Damage caused by misuse, accidents or normal wear after delivery is not covered.

7. Return shipping and fees

• For approved returns and exchanges, return shipping is free. We will arrange it or reimburse your reasonable postage cost.
• If you are refunded, the original delivery fee is also refunded.
• There are no restocking fees.

8. Refunds

Once your claim is approved (and the item is received back, if we asked for it), we will issue your refund to your original payment method within 7 days. Depending on your bank or card provider, it may take a few extra business days for the money to appear in your account.

9. Cancellations

To cancel an order, contact us as soon as possible. Orders can be cancelled for a full refund before the vendor has started preparing or dispatching them. Made-to-order items, including most food, may not be cancellable once preparation has begun.

10. Contact us

For returns, exchanges, refunds or any questions about this policy:

• WhatsApp: +65 9678 0203
• Hours: daily, 11am to 9pm
• More ways to reach us: Contact page

This policy does not affect your rights under Singapore law, including the Consumer Protection (Fair Trading) Act.