Submit a complaint

SUBMIT A COMPLAINT ON FELIX.STORE

Felix.store accepts complaints concerning orders, products, services and activities on the platform. We review the information provided, coordinate with the parties involved and help resolve issues in accordance with agreed transaction terms, platform policies and applicable law.

Email: info@felix.store
Hotline: +84 933 661 122

1. Issues You Can Raise

  • Products that do not match their descriptions, incorrect items, missing quantities, damage or concerns about quality, origin or safety.
  • Late deliveries, undelivered orders, deliveries to incorrect addresses or problems during shipping.
  • Cancellation, return, refund or warranty requests that have not been handled in accordance with agreed terms and applicable policies.
  • Discrepancies in prices, payments, service fees, invoices or transaction reconciliation.
  • Services provided by Felix.store or its partners that do not meet the agreed scope or requirements.
  • Restrictions on content, transactions or accounts that you believe were applied in error.
  • Other issues affecting your lawful rights and interests when using the platform.

To report impersonation, fraud, prohibited content or conduct that may harm the community, please use the Report Abuse section. If the issue also affects your transaction, include the transaction reference and the specific resolution you are requesting.

2. How to Submit a Complaint

Send an email to info@felix.store with the subject line “Complaint – [order number or issue to be resolved]”, or call +84 933 661 122 for guidance.

To help us review your complaint, please provide:

  1. Your details: Your full name or business name, email address and telephone number, together with your Felix.store account details, if applicable.
  2. Transaction information: The order number, payment reference, shipment tracking number, seller name or product link, as relevant to your complaint.
  3. Description of the issue: What happened, when it occurred and the steps you have already taken to discuss or resolve it.
  4. Supporting materials: Order confirmations, transaction agreements, product photographs, messages, payment receipts or other relevant documents.
  5. Requested resolution: For example, delivery of missing items, replacement, return, refund, warranty service, a fee adjustment or review of a decision.

If you are submitting a complaint on behalf of another person or business, please provide details of your authority to represent them or an authorization document where necessary.

Only submit information necessary to handle the case. Do not send passwords, one-time passwords (OTP) or complete payment card details. You may redact unrelated information from documents, but keep the details needed for verification clearly visible.

3. Complaint Handling Process

  1. Receipt and classification: Felix.store records your complaint, identifies the relevant transaction or service and determines the appropriate handling process.
  2. Information review: We examine the materials provided and may request additional documents or explanations from the parties involved.
  3. Coordination: Felix.store communicates with the buyer, seller and relevant partners to clarify responsibilities and propose a resolution based on agreed terms, applicable policies and law.
  4. Response: We communicate the outcome or progress using the contact details you provided and explain any further steps where necessary.

Processing time depends on the nature of the case, the completeness of the supporting materials and verification with the parties involved. Felix.store observes mandatory deadlines under applicable law and provides updates when additional information or further verification is required.

4. Delivery and Shipping Complaints

Felix.store has integrated shipping with Goship. For orders shipped through this integration, please provide the order number, shipment tracking number and details of the issue so that Felix.store can coordinate with the seller, Goship and the carrier to investigate.

If a parcel appears damaged, incomplete or opened, document its actual condition and retain the packaging, photographs and delivery records, where available. An unboxing video, if available, may assist verification; the absence of a video does not automatically remove your lawful right to submit a complaint.

The resolution and any liability for compensation are determined according to the cause of the incident, shipping service terms, transaction agreements and applicable law.

5. Returns, Refunds and Warranty Claims

Return, refund and warranty requests are assessed based on the product’s condition, the cause of the issue, the terms disclosed or agreed and any mandatory rights under applicable law.

Before returning goods, confirm the return address, packaging requirements, shipping method and related costs with the responsible party. Retain proof of shipment for verification.

Submitting a complaint does not mean that a refund request has been approved. Once a refund arrangement is confirmed, the responsible party should communicate the amount, payment method and processing timeframe. The time it takes for the funds to appear in your account also depends on the bank or payment service provider.

6. Responsibilities of the Parties

  • Complainant: Provide truthful information and relevant materials, and cooperate with verification. Do not fabricate evidence or use complaints to harass or harm others.
  • Seller or service provider: Provide explanations and supporting records, and fulfil their responsibilities for the products, services or transactions they supply.
  • Felix.store: Receive and review complaints, coordinate their handling and fulfil the obligations within its responsibility as the platform operator or service provider in the particular case.

Felix.store’s role is determined by the actual transaction and relevant agreements. Assistance with a complaint does not automatically transfer all seller or partner responsibilities to Felix.store, and does not exclude Felix.store’s obligations under applicable law.

7. Protection of Complaint Information

Complaint information is used in accordance with the Privacy Policy to verify facts, resolve the case, protect the parties’ interests and fulfil legal obligations. Necessary information may be shared with relevant parties or competent authorities to the extent appropriate for handling the case and permitted or required by applicable law.

8. Requesting a Review and Resolving Disputes

If you disagree with the outcome, you may request a review by emailing info@felix.store. Explain which issues remain unresolved, the reasons for your request and any additional supporting evidence.

If the parties cannot reach an agreement, you may seek assistance from competent authorities or organizations, or pursue an appropriate dispute resolution process under applicable law and valid agreements between the parties. Using Felix.store’s complaint procedure does not remove your right to pursue legal remedies.

9. Urgent Situations

If you discover an unauthorized payment transaction or suspect fraud, contact your bank or payment service provider immediately for assistance, secure your account and preserve evidence. Notify Felix.store as well. If you suspect a crime or there is a risk to health or life, contact the appropriate authorities.

Contact for Complaints:
Email: info@felix.store
Hotline: +84 933 661 122