Shopupp FAQs

ORDERS

What happens when I order an item on Shopupp?

When you order an item on Shopupp, our tech links up with the retailer to purchase your item from their website (think of us as a go-between for you and your favourite brands).

You’ll see on the app when the purchase has been successfully processed at the retailer. We’ll email you when the item is out for delivery and provide any extra info you need. You can also see any updates to your order on the app.

The retailer is responsible for sending the delivery to your address, and once you have received the item, you can decide to keep it or return it via the instructions on the returns slip in the delivery package.

Are the items sent by Shopupp?

Shopupp acts as an agent for the retailers, so we don’t hold any stock ourselves and all items that you can see in the app are shipped directly to you from the retailers.

My item was out of stock, why wasn’t I told this at the time of ordering?

Unfortunately, items can sometimes be out of stock even though an order has been fully processed. Shopupp acts as an agent for all the retailers whose products are on the app, so we connect you with their stock. Sometimes, stock runs out at the retailer before they have time to update us.

If a retailer informs us that an ordered item is out of stock, we'll let you know as soon as possible and issue you a full refund. We can also help you find an alternative – check out our ‘Similar’ tool for ideas to get you started or get in touch.

My order was out of stock, when will the money be back in my account?

When you place an order on Shopupp, we use a system of Authorization and Capture:

Authorisation is a verification performed on a cardholder’s card to check if they have enough funds in their account to cover their purchase. Capture transfers the actual purchase amount to the merchant’s account and completes the purchase.

The Capture will be processed once the order has been placed successfully with the retailer. if an item turns out to be out of stock, the money won't be claimed by the merchant, and Shopupp will send it back to your bank account. It normally takes 72 hours tops to see your available balance updated.

Shopupp uses Stripe for security and transparency. Please see more information on www.stripe.com

My order said ‘out of stock’ but the item is still showing as in stock?

We actively do stock checks on retailers but sometimes they do not update us in time when items sell out, which can cause a delay in the app updating the availability. Please send us the details of the item that’s incorrect so we can update it!

My order has been processing for a while, why is that?

Shopupp aims to process all orders ASAP, however, if your order has been processing for more than 12 hours it may be due to us requiring further information in order to proceed. If this is the case, we would have sent you an email, so please check your inbox and spam folder. If you haven’t received one, please contact support@shopupp.com

How do I know what size to get?

Found a new brand and not sure what size to take? Here’s our handy size conversion chart so you can work it out:

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Can you notify me when an item is back in stock?

Unfortunately, at the moment, we don't get any extra info from the retailers on stock so just make sure the item is in your saved list so you can easily check back on it. We're hoping in the future we'll have a way of letting you know if an item comes back into stock.

How can I see the items that I’ve ordered?

Once you’ve completed your order, you’ll be able to see it (and check up on it) on the Orders section of the app. You can find this by tapping on your profile icon on the top left corner of your screen.

If you’re interested in how your order’s doing, you can check your emails or come back to your Orders section, as we’ll update each item to let you know when it’s confirmed, processed, or out for delivery.

How do I find my Order Number?

Once you’ve completed your order, all the order information you need is in the Orders section of the app, including your order number. You can find this by tapping on your profile icon on the top left corner of your screen. The Order Number is underneath the information giving the date and total cost of your order.

If you’re interested in how your order’s doing, you can check your emails or come back to your Orders section, as we’ll update each item to let you know when it’s confirmed, processed, or out for delivery.


PAYMENTS

When does Shopupp actually take my money?

When you place an order on Shopupp, we use a system of Authorization and Capture:

Authorisation is a verification performed on a cardholder’s card to check if they have enough funds in their account to cover their purchase. Capture transfers the actual purchase amount to the merchant’s account and completes the purchase.

Authorisation is a verification performed on a cardholder’s card to check if they have enough funds in their account to cover their purchase. Capture transfers the actual purchase amount to the merchant’s account and completes the purchase.

If you are returning your order, you will be reimbursed for your returned item as soon as we have received confirmation of receipt of your successful return from the retailer. We will notify you as soon as this happens.

What payment methods do you have?

We accept debit/credit cards, Paypal and Apple Pay. We use Stripe to process all payments for security. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. For more information please see www.stripe.com


MAKING CHANGES TO YOUR ORDER

What happens if I want to cancel or change an order?

Shopupp gives you a 30-minute window for all order changes or cancellations. After that, Shopupp cannot make any cancellations or amendments to orders, as the retailer needs to process the order.

If you don’t want your order after this period, you will need to return the order to the retailer after it has been delivered to you. You can do this by following the instructions on the returns slip in the delivery package.

What happens if I want to change my delivery address after I have ordered?

Shopupp gives a 30-minute window for all order changes, including changing your address. After that, you cannot change your delivery address, and the order will be sent to the address you provided when you ordered.

What happens if I want to change my delivery time?

Each retailer has different modes of delivery (UPS, Royal Mail, DHL, Hermes) so you will need to check your email from us to see when your order has been shipped.

We are working on providing you a safe and easy way to change your delivery time if you need. However, this is not a service we currently provide through our app. If you need help, please contact us.


YOUR DELIVERY

Who will deliver my order?

Since Shopupp acts as an agent for the retailers, we don’t hold any stock ourselves, so all the items that you can see in the app are shipped directly from retailers. Don’t be surprised if you receive more than one parcel when ordering from several retailers and brands!

What are my delivery options?

Shopupp offers standard and express shipping.

What are the delivery costs?

The delivery cost is set by the retailer and is exactly the same as if you ordered directly from the retailer.

How long will it take to receive my order?

Delivery times may vary depending on which retailer you are ordering from. You can see your delivery options in the basket section of the app, and you’ll also see these options and costs in the checkout. If you’re wondering about the status of your order, you can check up on it on the Orders section of the app or contact us directly.

Can I track my order?

Once your order has been shipped, we will send you an email to notify you. Additional tracking information can be provided upon request.

What happens if I want to change my delivery time?

Each retailer has different modes of delivery (UPS, Royal Mail, DHL, Hermes) so you will need to check your email from us to see when your order has been shipped.

We are working on providing you a safe and easy way to change your delivery time if you need. However, this is not a service we currently provide through our app. If you need help, please contact us.

What happens if I miss my delivery?

If you miss your delivery, most delivery services will leave a note with further information on how to receive your package. If you have further questions, please contact us.

Some of my order is missing upon delivery. What’s going on?

First of all, don’t worry! There are several reasons why this may have happened.

If you have ordered from more than one retailer, your items will come in separate deliveries. You can keep a look out for a separate parcel arriving with the rest of your order, but we recommend simply checking on the orders section of the Shopupp app – this will give you information you need about separate deliveries.

Sometimes, the same retailer will use 2 or more parcels to send your items (for example, if you’ve bought lots of bulky items and they won’t fit easily in one parcel). This will show as one delivery in the Shopupp app, but can arrive separately.

The item may be missing because it was out of stock. You can check this on the orders section of the app. You will not be charged for this item.

If there is something missing from your order and you can’t find an answer, please contact our customer care team at support@shopupp.com


RETURNS

What is Shopupp’s returns policy?

Shopupp’s return policy is that of the retailer your items are from. Please refer to the retailer’s own returns policy, as this will inform you of the conditions for a successful return.

Think of us as a go-between for you and your favourite brands: we’ll help you find the perfect item & order it quickly and safely, but it’s still coming from the retailer. So, if you want to return it, you’ll need to adhere to the retailer’s returns policy. Shopupp is currently working on a catch-all returns policy that is simple and applies to all retailers, and we hope to have this ready for you soon.

How do I return an order?

To return an order, simply follow the instructions on the returns slip enclosed in your delivery package (as you would if you had bought the item from the retailer website).

Once you have returned your item, the retailer will contact us to confirm their receipt of your return and we will inform you. You will be reimbursed for the item upon confirmation of successful receipt of the return.

Can I exchange an item?

Shopupp does not currently support exchanges. If you would like to order the item in a new size or colour, please order the desired item on the app, and return your undesired item via the instructions on the returns slip.

Shopupp does not substitute items from other retailers as an exchange.

What is the cut-off for returns?

Shopupp features many brands and retailers that have varying returns policies. Please refer to the retailer’s own returns policy when returning your items, as the cut-off varies between retailers. Please ensure your items are in their original condition when returning them.

When do I get a refund if I have returned an order?

You will be reimbursed for your returned item as soon as we have received confirmation of successful receipt of your return from the retailer. We will notify you as soon as this happens.

As is standard, you will not be reimbursed for shipping of the item to you. However, most retailers provide means of free shipping for returns parcels.

I don’t have a returns label in my parcel, how can I get one?

Some retailers don’t provide a pre-paid return label in their parcels; some just specify the address to which you can send the item back. Please contact us directly and we can provide more details on your return options.


PROBLEMS WITH ORDERS RECEIVED

Some of my order is missing upon delivery. What’s going on?

First of all, don’t worry! There are several reasons why this may have happened.

If you have ordered from more than one retailer, your items will come in separate deliveries. You can keep a look out for a separate parcel arriving with the rest of your order, but we recommend simply checking on the orders section of the Shopupp app – this will give you information you need about separate deliveries.

Sometimes, the same retailer will use 2 or more parcels to send your items (for example, if you’ve bought lots of bulky items and they won’t fit easily in one parcel). This will show as one delivery in the Shopupp app, but can arrive separately.

The item may be missing because it was out of stock. You can check this on the orders section of the app. You will not be charged for this item.

If there is something missing from your order and you can’t find an answer, please contact our customer care team at support@shopupp.com

I have an incorrect item in my order, what do I do?

Oh no! If you’ve received an incorrect item, we’re really sorry for the inconvenience.

Shopupp acts as an agent for all the retailers on the app, so we connect you with their products, but they’re responsible for distributing the order to you. This means that if something goes wrong, we’ll act as a go-between to help fix the problem as soon as possible.

In order for us to fix the issue, please provide us with as much information as you can about your order by emailing support@shopupp.com. We will liaise with the retailer to make sure you get the right item or are reimbursed.

I have a faulty item in my order, what do I do?

Eek! If you’ve received a faulty item, we’re really sorry for the inconvenience.

Shopupp acts as an agent for all the retailers on the app, so we connect you with their products, but they’re responsible for distributing the order to you. This means that if something goes wrong, we’ll act as a go-between to help fix the problem as soon as possible.

In order for us to fix the issue, please provide us with as much information as you can about your order by emailing support@shopupp.com. We will liaise with the retailer to make sure you get the right item or are reimbursed.