Help center

FELIX.STORE HELP CENTER

Felix.store supports buyers, sellers and partners with sourcing, product listings, orders and services available on the platform.

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

1. Support for Buyers

Finding Products and Suppliers

Use the search function or product categories to explore available products. Before transacting, check the seller’s information, product specifications, minimum order quantity, price, delivery terms, returns and warranty conditions.

Requesting a Quotation

For bulk purchases, customized products or items without a fixed price, provide the product name, quantity, quality requirements, delivery location and expected delivery date. The parties should agree on the terms of sale before confirming the transaction.

Business buyers can register their sourcing requirements here.

Tracking or Changing an Order

Check your order information and notifications sent through your registered contact channels. To change the delivery address or quantity, or to cancel an order, contact us promptly and provide the order ID. Available changes depend on the processing status and agreed terms.

Returns, Refunds and Warranties

Review the conditions applicable to each product and order. When requesting assistance, explain the reason, state when the goods were received and provide relevant photos, videos or documents. Requests are handled according to evidence, transaction terms and statutory rights.

2. Support for Sellers

Store Registration and Verification

Sellers must provide identity, business and contact information, together with documents required for verification. Certain product categories require additional licences, product declarations, certificates or proof of origin before listing.

Listing and Updating Products

Product information must be accurate and current, including the product name, images, specifications, origin, price, stock, delivery terms, warranty and instructions where necessary. Prohibited goods, counterfeits, intellectual property infringements and misleading content must not be listed.

Managing Quotation Requests and Orders

Sellers should clearly communicate prices, minimum order quantities, preparation times, additional charges and payment terms. If supply capacity changes, notify the buyer so that an appropriate solution can be agreed.

Service Fees and Reconciliation

Fees, commissions and payment terms follow the accepted service plan or agreement. For questions about charges or reconciliation results, email info@felix.store with your store ID, reconciliation period and relevant documents.

3. Shipping Support

Felix.store integrates with Goship for eligible orders. The carrier, service coverage, charges and estimated delivery time are determined for each order.

To check delivery progress or report a shipping issue, provide the order ID and tracking number. If goods are missing, damaged or appear to have been opened, keep the packaging and take photos or videos of the parcel. Where possible, ask for the issue to be recorded at delivery.

Felix.store coordinates with the seller, Goship and the carrier to investigate and address issues according to each party’s responsibilities and applicable service terms.

4. Support for Business Referral Partners

Partners may contact us for guidance on registration, referring buyers or sellers, tracking transactions and reconciling benefits under the applicable programme or partnership agreement.

Partners must not independently promise prices, delivery times or guarantees, or collect payments on behalf of Felix.store or sellers without authorization.

5. Cross-Border Transaction Support

Before confirming an international transaction, buyers and sellers should agree on product specifications, destination-market standards, payment currency and method, documents, delivery terms, customs procedures, taxes and related costs.

If Incoterms® are used, the contract should specify the rule, edition and named place. Felix.store supports introductions and information coordination within the agreed service scope.

6. Accounts and Personal Data

If you experience login problems, need to update your information or suspect unauthorized account access, contact Felix.store promptly. Personal data requests are received and handled under the Privacy Policy and applicable law.

Do not share passwords, one-time passwords (OTPs) or full payment card details through support emails, calls or messages.

7. Complaints and Abuse Reports

For disputes concerning orders, payments or services, submit a complaint with the transaction ID and supporting evidence. To report impersonation, counterfeit goods, unlawful content or suspicious payment requests, provide the relevant link and a description of the incident.

Felix.store reviews the information and takes appropriate action. Submitting a report does not automatically result in the immediate removal of an account or content.

8. How to Request Assistance

Email info@felix.store or call +84 933 661 122. To help us review your request, please provide:

  • Your name and a phone number or email address for our response.
  • The order ID, tracking number, quotation request ID or storefront link, where available.
  • A description of the issue, when it occurred and your preferred outcome.
  • Relevant photos, videos, messages or documents.

9. Request Handling Process

  1. Receipt: Felix.store records your request and may ask for additional information.
  2. Review: We check transaction information and evidence and communicate with the relevant parties.
  3. Resolution coordination: We identify an appropriate solution based on transaction terms, each party’s responsibilities and applicable law.
  4. Response: We communicate progress and results through the contact details you provided.

Resolution time depends on the nature of the case, the information requiring verification and mandatory legal deadlines. Sellers remain responsible for their goods and sales obligations. Felix.store fulfils its responsibilities as the platform operator and coordinates assistance within the applicable scope.

Need assistance? Contact info@felix.store or +84 933 661 122.