How our concierge service works

Eligibility

You must be at least 18 years old to use iWishBag. By creating an account or placing an order, you confirm that you are 18 or older and have the legal capacity to enter into these terms.

Our role as purchasing concierge

iWishBag links shoppers to overseas sellers worldwide. We help you research listings, place orders, and move parcels, but we don't make, own, or re-sell the products.

When you request a quote or approve an invoice, you authorize us to act as your agent for purchasing, paying the seller, clearing customs, and coordinating delivery. The sales contract for the goods stays between you and the third-party seller.

Third-party sellers & product information

Product descriptions, pricing, stock levels, authenticity claims, and warranty notes all come from the seller or marketplace link you provide. We don't independently verify every listing or guarantee what the merchant promises.

We will flag any major discrepancies we notice, but accuracy of specs and fulfilment commitments remains the seller's responsibility.

• If pricing or stock changes before we place the order, we'll refresh your quote or suggest alternatives.
• Manufacturer warranties, support, and after-sales service must be handled directly with the seller or brand owner.

Authenticity & branded goods

We purchase products from the seller or marketplace you specify. We do not independently verify the authenticity of branded goods, and we are not an authorised retailer, distributor, or licensee of any brand unless explicitly stated.

If you suspect a product is counterfeit, report it within the 48-hour inspection window with photographic evidence. We will escalate with the seller and pursue a refund or replacement under their policy.

• The seller or marketplace is solely responsible for the authenticity and provenance of goods.
• We can provide the original purchase receipt, order confirmation, and tracking history from the seller as proof of sourcing upon request.
• We do not issue certificates of authenticity. For brand verification, contact the brand owner directly.

Supplying accurate order details

Share full links, color or size variants, quantities, and any other details when you ask for a quote. We place the seller order using the instructions you provide.

If we mis-enter an instruction you clearly gave (for example, choosing the wrong size), we'll fix it at our cost—refund our service fees, exchange the item, or both when possible.

• Let us know right away if you spot an error in your submission or confirmation email.
• Custom builds, pre-orders, and made-to-order items may be non-cancellable once the seller locks the order.

Pricing, taxes & payments

Quotes include product cost, international freight, duties, taxes, customs handling, and iWishBag service fees. Amounts default to US dollars (USD) unless noted otherwise.

Exchange rates hold for the validity window on the quote (usually 48–72 hours). Paying late may require a refreshed quote to reflect new forex or courier rates. The payable amount locks only when cleared funds are received within the validity window.

Pay invoices in full before we confirm the seller order. You're responsible for bank fees, wallet charges, or cash-handling costs.

• Carrier re-weighs or re-dimensioning can change shipping charges. If the courier's assessed weight/volume differs, we'll update the charge; underpayments must be cleared before delivery, and overpayments are refunded net of non-refundable bank/FX fees.
• If a quote expires, we may pause ordering and issue a refreshed quote before proceeding.

Shipping, custody & risk transfer

We coordinate forwarding, customs brokerage, and last-mile delivery with vetted partners. Transit times are estimates and can extend because of inspections, weather, or courier issues outside our control.

Risk transfers to you once the parcel is handed to the recipient or address you provided. If you authorize drop-off without signature/OTP, risk transfers at drop-off. Any outstanding balances, including COD amounts, must be cleared before delivery.

• We do not offer guaranteed delivery dates or delay credits; timelines are estimates only.
• If delivery fails due to incorrect address or refusal, additional re-delivery or return costs may apply.

Delivery delays

Transit times shown on quotes and tracking are estimates. Delays can occur due to seller processing, customs clearance, carrier routing, weather, or regulatory holds — most of which are outside our control.

If your order is delayed beyond the estimated delivery window, we will notify you and provide an updated estimate when available.

• You may cancel unshipped items for a full refund minus non-refundable third-party costs (payment/FX fees, customs duties already paid).
• For items already in transit, cancellation is subject to carrier policies and return shipping costs.
• We do not offer compensation, credits, or penalty payments for delivery delays unless the delay was directly caused by iWishBag's negligence.
• If a delay exceeds 45 days beyond the original estimate with no resolution in sight, you may request cancellation and we will refund all amounts within our control.

Repackaging & customs optimization

To reduce shipping costs, customs duties, and volumetric charges, we may consolidate, repackage, or remove non-essential packaging materials before international dispatch. This is a standard practice in cross-border logistics and is done to lower your total delivered cost.

Repackaging may include removal or alteration of original retail packaging, shopping bags, gift boxes, hang tags, price tags, promotional inserts, or bulky outer cartons. The product itself is not altered, opened, or tampered with.

• Original retail invoices and receipts from the seller are available upon request and can be shared electronically.
• If you require original packaging, tags, or retail presentation to be preserved, notify us before we dispatch. Additional shipping charges may apply due to increased parcel weight or volume.
• Repackaging does not affect product authenticity. The item delivered is the same item purchased from the seller you selected.
• We photograph items before repackaging for our records. These photos can be shared if a dispute arises.

Inspection window & evidence requirements

Inspect every delivery within 48 hours. Fast reporting lets us engage the seller or courier while evidence is still clear.

Use the support form or reply to your concierge email with photos or video of the parcel, product, and packaging so we can advise next steps. For detailed instructions visit our returns and refunds guide.

If the seller ships the wrong or damaged item, we'll escalate under their policy; if damage happens while an item is in our custody or with our courier before delivery, we take responsibility and fix or refund our charges.

• Keep every piece of packaging until the claim is closed—sellers often insist on it for returns.
• Claims filed after 48 hours may be rejected if the seller or courier finds the evidence incomplete.

Refunds & cancellations

Refunds, where approved, are processed to the original payment method when possible. Typical processing time is 7–14 business days after approval.

Buyer-initiated cancellations or returns carry a USD 2 handling fee per order, plus non-refundable third-party costs (payment/FX fees, courier/customs/inspection fees already paid, and seller restocking/return shipping if applicable).

Orders can be cancelled only if the seller order has not been placed or if the seller accepts the cancellation. Pre-orders/custom builds are often non-cancellable.

• If payment was made after the quote validity window, a refreshed quote may be required or the order paused/cancelled.
• Returns to sellers may incur return shipping and restocking fees unless the seller/carrier admits fault. Outbound courier fees and customs paid for the original delivery are non-refundable.
• Courier fees for returning items to the seller are chargeable to the customer unless the seller/carrier admits fault.
• If we caused the error, we waive the USD 2 handling fee and any fees we control.

Mediation & remedies

If the seller sends the wrong, counterfeit, or defective item, we'll work with them toward a repair, replacement, or refund based on their policy.

Outcomes depend on the seller or marketplace, so we can't promise a specific remedy. We'll keep you updated and close the file only after reasonable escalation.

• Refunds we issue are limited to amounts we recover from the seller or courier, minus non-refundable third-party fees.
• If the seller offers store credit or a replacement only, we treat that as the resolved remedy unless you agree in writing to pursue another path.

Customer responsibilities

You agree to follow your destination country's import rules, provide accurate declarations, and make sure the products you request are legal to ship.

• Keep contact details current so we can reach you for approvals or customs paperwork.
• Pay duties, taxes, or extra courier fees quickly when notified.
• Store delivered goods safely—damage after delivery to your address isn't our responsibility.
• Do not request under-declaration; fines or penalties for inaccurate declarations are your responsibility.
• Restricted or prohibited items may be declined or cancelled; related costs (seizure/return fees) may be chargeable.

Payments & chargebacks

If you raise a chargeback while goods or refunds are in process, we may pause service until the dispute is resolved.

We reserve the right to contest chargebacks using delivery scans, signatures/OTP, correspondence, and payment records.

• Unresolved chargebacks may delay future orders or lead to account suspension.
• Where a refund has been processed, duplicate recovery through chargeback may be contested.

Disclaimer of warranties

Our platform and concierge services are provided on an "as is" and "as available" basis. We do not warrant that the service will be uninterrupted, error-free, or free of harmful components.

To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We make no guarantees about the quality, authenticity, or suitability of products sourced from third-party sellers.

• Product warranties are the sole responsibility of the manufacturer or seller.
• Nothing here excludes warranties that cannot be excluded under mandatory consumer protection laws.

Limitations of liability

We stand behind the parts we control. If we make an order-entry mistake, mishandle packaging before handoff, or misplace funds you paid us, we'll correct it or refund the iWishBag fees and shipping costs for that order.

We are not liable for seller misrepresentation, manufacturing defects, warranty issues, or delays caused by customs, regulators, or carriers.

To the fullest extent permitted by law, we exclude liability for indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, business interruption, cost of substitute goods, or any losses arising from reliance on our service.

• Our aggregate liability for all claims arising under these terms in any 12-month period shall not exceed the greater of (a) the total amount you paid for that order (product cost, shipping, and iWishBag service fees), or (b) the total fees you paid to iWishBag in the 12 months preceding the claim.
• Nothing here reduces rights you have under mandatory consumer protection laws.

Indemnification

You agree to indemnify, defend, and hold harmless iWishBag, its officers, employees, and partners from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your violation of these terms or applicable laws.
• Inaccurate customs declarations, under-declaration of value, or false information you provide.
• Import of restricted, prohibited, or counterfeit goods at your request.
• Your misuse of the platform or any fraudulent activity on your account.
• Third-party claims arising from products you ordered through our service.

Force majeure

Neither party is liable for delays or failures in performance caused by events beyond reasonable control, including but not limited to natural disasters, pandemics, wars, government actions, sanctions, carrier strikes, port closures, customs holds, internet outages, or disruptions to banking or payment systems.

If a force majeure event continues for more than 60 days, either party may cancel affected orders. Refunds in such cases are limited to funds not already committed to sellers or carriers.

Account suspension & termination

We may suspend or terminate your account, with or without notice, if we reasonably believe you have violated these terms, engaged in fraud, abused the chargeback process, or used our service for illegal purposes.

Upon termination, any outstanding balances remain payable. Orders in progress will be completed or cancelled at our discretion, with refunds issued for unshipped and unprocessed items only.

• You may close your account at any time by contacting support. Active orders must be completed or cancelled before closure.
• We reserve the right to refuse service to any person or entity at our sole discretion.

Electronic communications consent

By using our service, you consent to receive communications from us electronically, including via email, SMS, WhatsApp, and dashboard notifications. You agree that all notices, disclosures, and other communications we provide electronically satisfy any legal requirement that such communications be in writing.

You may opt out of marketing communications at any time, but transactional messages (order updates, payment confirmations, customs notices) are essential to the service and cannot be disabled while you have active orders.

Privacy & data use

We share only the data required to fulfil your order (for example: name, phone, address, and item details) with couriers, payment processors, and customs brokers.

Review our Privacy Policy for how we collect, store, and protect your data.

Dispute resolution

Please escalate any service or billing concerns to our support team first; most issues can be resolved with documentation and direct follow-up.

If we cannot resolve a dispute informally within 30 days, you agree to attempt good-faith mediation before pursuing litigation. The mediation period may be extended by mutual written consent where the dispute involves third-party sellers or international carriers.

• This process does not limit any rights under mandatory consumer protection laws.
• Urgent injunctions or debt recovery for undisputed amounts may proceed without mediation.

Governing law & updates

These terms are governed by the laws of Singapore. Any disputes shall be subject to the exclusive jurisdiction of the courts of Singapore.

We review these terms as regulations, logistics, or features change. Significant updates will be announced via email or dashboard notices and reflected in the revision date above.

Severability & entire agreement

If any provision of these terms is found invalid or unenforceable by a court of competent jurisdiction, that provision will be enforced to the maximum extent permitted and the remaining provisions will continue in full force and effect.

These terms, together with our Privacy Policy and Returns & Refunds guide, constitute the entire agreement between you and iWishBag regarding use of our service. They supersede any prior agreements, understandings, or representations.