Account

• How do I create an account?

  Download Zupe from the App Store.

  Sign up using your preferred method: Email, Google, Apple or Facebook.

  Verify your email and finish setting up your profile.
  

• How do I finish setting up my profile?
  Click the ‘Edit profile’ tab located in your profile to update any personal details. Add a profile picture and bio to your account to introduce yourself to the community. Feel free to include your interests, expertise, or anything you’d like to share.
  

• How can I find people to follow?
  Explore the Community Feed: Discover users and experts whose content you find interesting and educational. Click into their profile to follow them.

  Expert Tab: Click into the Expert tab to find experts who specialize in fields you’re interested in learning more about.
  

• How can I manage my notification preferences?
  Head over to the ‘Account settings’ tab located in the menu bar in your profile. Navigate to the ‘Notifications’ tab and click ‘Edit’ to change your preferences.

Shipping

• How long does shipping take?
  Shipping within Hong Kong: Typically takes 2-3 days from the time you place your order. Orders placed by 3pm will be shipped the same day.

  Shipping to Singapore: Generally takes 4-6 days from the time you place your order.
  
  Please note: Shipping times may be longer during holidays and busy seasons.

  Tracking Information: Once your order ships, you will receive tracking information via email.
  

• How much does shipping cost?
  Shipping within Hong Kong:

  • Free Shipping: Orders above $500 HKD qualify for free shipping.

  • Shipping Fee: For orders under $500 HKD, there is a $38 HKD shipping fee per order.

  Shipping to Singapore:

  • Free Shipping: Orders above $1500 HKD qualify for free shipping.

  • Shipping Fee: For orders under $1500 HKD, there is an $80 HKD shipping fee per order.

• Where does Zupe ship to?
  Currently Zupe only ships to Hong Kong and Singapore.
  

• How do I view my order history?
  Click the ‘Menu’ tab located in the top right corner of your profile. Tap on the ‘Orders’ tab to see your order history.
  

• How do I track a current order?
  You will receive a shipping email from Zupe once your order is shipped. Click ‘View your order’ in the email to track your order and see the delivery status. For any issues, please email us at orders@zupe.life.
  

Returns

• Do you accept returns?
  All sales are final. In limited circumstances, we may accept a product return if:

  • There is a manufacturing defect 

  • An item has been damaged during shipping 

  • ⁠An item is expired 

  • ⁠You received the wrong item

  If you qualify for a return by meeting one or more of the above criteria, please initiate a return by following the steps below within 7 days of receiving your order.

• How do I return an item?
  Click the ‘Menu’ tab located in the top right corner of your profile.
  Tap on the ‘Orders’ tab to view your orders.
  Click ‘View Details’ on the items you would like to return. Email our team at returns@zupe.life with the following details:

  • Your order number

  • A picture of the product

  • A description of the return issue

  We will be in touch to arrange pick up time and location.

  Note: Returns must be unopened and in the condition they were received. You must initiate a return within 7 days of receiving your order.
  

• Will I get charged for a return?
  Returns are free as long as the items are returned in the condition they were received or if the return is due to a manufacturer’s defect or damages during shipping.

  How to Process a Return:

  1. Contact us at returns@zupe.life.

  2. Provide proof of the defect or damage (e.g., photos).

  3. We will process the return for you.

  Return Window: Returns must be initiated within 7 days of receiving your order.
  

• When will I receive my refund?
  Processing Time: After your refund has been initiated, it will be processed within 10-14 business days from the time we receive the returned items.

  Bank Variability: The exact time may vary depending on your bank institution.

Checkout

• How do I Checkout?
  Tap the shopping cart located at the top right of the screen to access your cart.
  Click the ‘Checkout’ button to purchase your item(s).
  For express payment, select Apple Pay.
  Alternatively, enter your contact and shipping information below.
  Choose your payment method and billing address. Click ‘Pay now’ when you’re ready to place your order.
  

• Which payment methods can I use?
  We accept Apple Pay, Visa, Mastercard and Amex.
  

Orders

• How can I see my orders?
  Click the ‘Menu’ tab located in the top right corner of your profile. Tap on the ‘Orders’ tab to view your orders.
  

• How do I track a current order?
  You will receive a shipping email from Zupe once your order is shipped. Click ‘View your order’ in the email to track your order and see the delivery status.

  For any issues, please email us at orders@zupe.life.
  

Rewards

• Can I earn on Zupe?
  Yes, all users can earn points from their product recommendations on Zupe.
  

• How do I recommend a product and receive points?
  Tag a Product: Tag a product in your post to earn points from your recommendations.

  Earn Commission: If someone purchases a product from your post, you will receive a commission.
  

• How can I see my points?
  Click the ‘Menu’ tab located in the top right corner of your profile. Click ‘Rewards’ to find your loyalty points.
  

• What can I do with these points?
  Please bear with us while we develop this feature further. Soon, you will be able to use these points towards in-app purchases or withdraw them as cash.

  For now, please continue to build up your rewards. The more points you accumulate, the more benefits you will enjoy once the feature is fully implemented.

  Keep an eye on our announcements and updates within the app. We will notify you as soon as these features become available. In the meantime, actively participate in the community by recommending products and sharing your experiences. This will not only help you earn more points but also enhance your presence and influence within the Zupe community.

Vendors

• How can my brand join?
  We currently work with brands in health and wellness industry. If you’re interested in finding out more, please send us an email at vendors@zupe.life. Include the following information:

  • Details about your business

  • Your location

  • Your contact information

Experts

• How do I apply to be a health expert on Zupe?
  Log out of your current user account and click the option sign up as an expert.

  Follow and complete all the steps provided in the application process.
  We will verify the information you provide. If your qualifications meet our guidelines, your account will be approved within 2-5 business days.
  

• Who qualifies as a health expert?
  A verified expert is a qualified wellness practitioner. This is a person who holds a valid university degree, diploma, or other relevant educational or training certification that allows them, in their home jurisdiction, to provide advisory services related to this certification.
  

• How are experts verified?
  Experts are verified through a number of steps, including: (a) having submitted copies of their proof of identity and their main educational/training certification that relates to the wellness advisory services that they provide on Zupe, AND having had this certification verified by a member of the Zupe team or a third-party verification service provider, and (b) having had a live interview with a member of the Zupe verification team - either in-person (where possible), or via video-conferencing.