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Q: Do I need to pay for my return shipping fee?

A: No, if you choose Pick Up, you don’t need to pay for shipping. Simply ship your parcel via Pick Up with SPX Express.

However, if you select Self Arrange to return the parcel, the return shipping fee has to be shouldered by the Buyer initially which later can be refunded once the refund process is complete.

Q: Can I use SPX Express to return a bulky item? 

A: Currently, we can only allow returns for items with a maximum weight of 6kg for the total return order and a maximum dimension of 100 cm on each side. 

Q: Why can't I see the SPX Express shipping option for my order? 

A: Pick Up is only available to select serviceable areas and is limited to parcels within certain dimensions and weight limits. Pick up service for returns will be available to all buyer locations soon. In the meantime, you may select Drop Off, or Self Arrange for any item that you wish to return. 

Q: Why can’t I choose “Pick up” as a return shipping option after selecting a different address?

A: Pick Up is only available to select serviceable areas. If you have selected a different enrolled address and is unserviceable, an error will show up and you will not be able to proceed with the booking request and must select another address. 

Q: Do I need to provide my own packaging materials?

A: Yes, and we recommend you use the original packaging of the item you received. High-value, fragile, items delivered in a box - these items must be sent along with the original box packaging. Otherwise, if not packaged properly, SPX Express may reject your parcel. For pouches that were already destroyed upon opening, buyers may use any other packaging to secure the item for return.

Q: What do I need to put in my parcel when labeling the return?

A: For buyers with printer access, the digital copy of the Air Waybill can be downloaded and printed to be pasted in the parcel to be handed over to SPX Express Rider. For buyers without printer access, you can simply write down the Tracking Number indicated in the Return/Refund Details page on the parcel. Make sure that the tracking number is clear and correct to avoid concerns in handling.

Q: What do I need to show the SPX Express rider when I’m returning my parcel?

A: Buyers just need to present the QR Code in the Return/Refund Details page for the rider to scan in order to acknowledge the return. If in case the QR code is not readily available, the buyer can just show the tracking number to the rider for manual input. 

Q: Can I cancel my return request if my parcel is on the way to the Seller?

A: No. You can only cancel your return request if the parcel is still with you.

Q: What if I'm unavailable when the SPX Express rider arrives at my Pick Up location?

A: If you are unavailable when the SPX Express rider arrives, the rider will automatically make a second Pick Up attempt. After 2 failed pickups, the Return/Refund request will be canceled. If the buyer wants to proceed with the return/refund, they can refile a request as long as it's within the Shopee Returns Window.

Q: What if the SPX Express rider did not arrive on the scheduled Pick Up date?

A: Kindly wait for the rider the next day. If the rider still does not show up, you can cancel the request and create another one if your order is still within the Shopee Returns Window. Please note that you can only select the Return/Refund button within 24 hours from the cancellation of the initial request.

Q: Do I need to upload my SPX Express waybill?

A: No. SPX Express will automatically update the status of the return once picked up. If no status update is seen within 24 hours, please contact Shopee Customer Service via chat.

Q: Can I change my selected pickup date?

A: Yes, buyers may change their selected pickup date by clicking the CHANGE button found in the Return Instructions page. Buyers will repeat the whole booking process (selection of pick-up address and pick-up date) and a NEW Tracking Number will be generated. Buyer must update the Tracking Number that should be written in the parcel for rider’s reference. (Buyer can only change shipping options once. If initially selected shipping option is Drop Off, changing the shipping option to Pick Up will be considered final already)

Learn about raising a return and refund request and getting your payment for a refund.