I can’t request to pay for my order at delivery (Pay on Delivery). Why?

The following factors may impact your access to this payment option:

• The item you ordered is shipped from overseas, is a digital product, or an insurance item.
• Your cart is below the minimum, or above the maximum amount allowed to enjoy payment on delivery.
• Your delivery option (address in a distant region, select pick up station) is not eligible for Pay On Delivery.
• Payment on delivery is not allowed on your account, based on your past delivery experience.

How can I use a voucher to pay for my order or receive a discount?

To use an existing voucher:

1. Log into your Jpryme & Co. account.
2. Select “Account” in the upper right/left hand menu.
3. Select “Vouchers”. All vouchers linked to your account are listed on this page. Alternatively, you may also have received a code via email, or obtained it via social media. Once you locate the code you wish to use, copy it.
4. Paste the code in the “Do you have a voucher?” section of the checkout, and click “Apply”.
5. Your order total will be instantly adjusted based on the voucher value.
6. Proceed with your order by clicking “Confirm”.

I get an error message when I try to use my voucher at checkout. Why?

You may get an error message in one of the following scenarios:

• Voucher code was entered incorrectly or includes a space or special character.
• Voucher code was issued for another Jpryme & Co. account. Voucher codes are linked to your account and are not transferable.
• Voucher code has already been redeemed.
• Voucher code has expired.
• Voucher code has reached the maximum number of redemptions.

How long is my voucher valid for? And can it be reactivated if the validity period has been exceeded?

Voucher validity period may vary, and depending on voucher type, it may not be possible to reactivate it. To know more, visit your “Vouchers” section under “Account”.

Is there a minimum order value to use my voucher code?

Voucher usage conditions, including minimum order values, may vary. To know more, visit your “Vouchers” section under “Account”.

I tried to pay for my order using my card/mobile money, but it says my payment did not go through. Why?

There are many factors that may impact your payment success. Ensure you input the correct banking information (card number, expiry date, CVV), and that you have sufficient funds on your card/account. Also, network and connectivity issues with your issuing bank may lead to a payment failure. Your bank may also send you a verification code (OTP) via SMS, so please ensure you have access to your phone at the time of completing the transaction. A transaction on the payment platform is valid for a limited period of time, so please ensure you complete it before it times out.

I tried to pay for my order using my card/mobile money. The funds were debited from my bank account, but it says my order did not go through. What happened, and how can I get my money back?

On rare occasions, technical issues may occur preventing us from confirming the transaction although your account may have been debited. Not to worry, you will receive a refund should this issue occur. Please contact us here to request a refund back to your account.

What is bank transfer and how does it work?

Bank transfer is a secure way to pay for your order. Simply transfer the amount due to the merchant account displayed using your bank’s mobile banking app or internet banking.

I tried making payment using bank transfer but keep getting an error message that the transaction is already ongoing.

If you have a pending transaction currently being processed, you may be unable to initiate another payment using bank transfer option immediately. You may need to wait for about 10 mins before initiating another transaction using bank transfer. Please contact us here if this persists longer than 10 Mins.

I used bank transfer and transferred a wrong amount.

If you have transferred a wrong amount while using the bank transfer method, an automatic reversal will be done to you in 1-3 days.

I tried to pay for my order using my card/mobile money, but it says my payment did not go through. Why?

Card payments from your bank may not be currently accepted following recent changes in Visa and Mastercard payment processing