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Q: Where can I find and redeem my e-voucher code?

A: To find purchased  e-vouchers, refer to the e-vouchers Redemption Guide online.

Q: Why is my e-vouchers not working?

A: All e-vouchers have a limited validity period. Please check whether the e-vouchers code purchased is still valid upon redemption by viewing the Order Details. Please note that each e-vouchers may only be redeemed once.

If the e-vouchers are considered valid but still not working, please contact Shopee Customer Service or fill out this form.

Please note that requests which do not meet Shopee’s Refund Policy are ineligible for a refund. Please see the eligibility rules at the bottom part of this page.

Q: How much is the purchase and redemption limit of e-vouchers?

A: Users can purchase one (1) e-voucher at a regular price per payment check-out. Users can perform up to 4 checkouts in one day. The number of  e-voucher that a customer can purchase per check-out may vary if the product is on a specific promotion. Users can check the How to Redeem & Terms & Conditions section for each e-voucher to know each merchant's redemption limit.

Q: When should I redeem my in-store e-vouchersCode? 

A: Users can only redeem in-store e-vouchers by swiping/presenting code to the store manager once they visit the designated outlet store. After the store manager confirms, users can mark the e-vouchers as Order Received. Please note that once the e-voucher has been scanned/confirmed, the order is non-refundable.

Q: What happens if I swipe when I’m not yet inside the store? 

A: If a user swipes before visiting an outlet store and clicks the ‘Confirm’ button, the e-vouchers code can no longer be reclaimed. Please note that Shopee does not accept requests for refunds due to reasons of "accidental claims.” Redemption of in-store codes should only be done inside outlet stores.

Q: Can I refund my e-vouchers?

A: Generally,  e-vouchers are non-refundable.

However, only the following conditions apply for refunds of  e-vouchers to be processed:

1. The order was successful but the customer did not receive/enjoy the expected promotion.

2. The actual received promotion varies from the terms and conditions stated in the product description.

3. The customer did not receive the e-voucher code or coin rewards.

4. The customer received the wrong coins rewards, e-voucher amount, discount, product, or service type. 

5. The Terms and Conditions stated in the Product Description are incorrect.

6. The product/s were proved to be fraudulently used by another person not affiliated with the buyer.

7. For  e-vouchers with in-store redemption: if the actual establishment was not able to fulfill the product or service indicated in the Digital Product (e.g. Stock issues, Store operational issues, etc).

Q: How can I apply for a refund?

A: For e-voucher refund requests, please contact Shopee Customer Service.

Q: If my refund request is approved, how and when will I receive my refund?

A:  e-vouchers can be purchased via Shopee Pay. Given this, the refund will be credited through an activated ShopeePay account within 48 to 72 hours.