FAQs

We are here to assist so you can shop like a pro!
FAQs
GROUP BUY FAQs
ACCOUNT & SAFETY

Yes, you can. Here are the steps to edit your profile details:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “My Profile” in the “Settings” menu
Step 4: Edit your profile details and click “Save”.

Please note that you will not be able to edit your email address yourself. To do so, you will need to contact our customer support at support@8excite.com and they will guide you through a series of account verifications and procedures.

Yes, you can. Here are the steps to change your name:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “My Profile” in the “Settings” menu
Step 4: Edit your name and click “Save”.

In view of the importance of being able to reach you in communication, we would encourage you to contact our customer support at support@8excite.com and they will guide you through a series of account verifications and procedures.

Here are the steps to change or update your phone number:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “My Profile” in the “Settings” menu
Step 4: Edit your Phone Number and select “Verify”
Step 5: Enter the verification code sent to your new phone number
Step 6: Select “Verify Code” to process the code validation

The following could be the possible reasons (not exhaustive) for such error:

  • due to the inaccuracy of the mobile number being inserted into the mobile number field; or
  • network instability of your mobile device in your area; or
  • the mobile number is already in the system under another account. Please note that only one mobile number can be used for one account.

This is to ensure that there is no existing mobile number which is the same as your mobile number in the system and to also ensure that the mobile number keyed in the system is valid and working perfectly.

The following could be the possible reasons (not exhaustive) for such error:

  • inaccuracy of the mobile number being inserted into the mobile number field;
  • network instability of your mobile device in your area;
  • the same mobile number exists in the system under another account. Please note that only one mobile number can be used for one account.

You may select “Resend verification code” to receive the verification code again.

On the login page, you can select “Forgot Password?” which will redirect you to the password reset process as below:

Step 1: Key in your email address/phone number so that a verification code can be sent to you
Step 2: Enter the verification code to verify the code
Step 3: Key in your “New Password” and re-key in again at the “Confirm Password” field and select “Confirm”

Here are the steps to change your account’s password:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “Change Password” in the “Settings” menu
Step 4: Enter your account password and select “Verify” to verify your identity
Step 5: Key in your “New Password” and re-key in again at the “Confirm Password” field and select “Save”

Here are the navigation steps to link/unlink your social media accounts:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “Social Media Account” in the “Settings” menu
Step 4: Select the option of accounts you wish to link or unlink
Step 5: If you’ve selected to link a social media account, follow through with the login process prompted by the respective social media platform.

You can earn Excite Points by performing orders not just on this platform but also with any other 8excite+ partner platforms.

You may redeem your Excite Points as your order discount when you’re processing the checkout of an order not just on this platform but also with any other 8excite+ partner platforms.

Here are the steps to view your order history:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “View Order History” section located on the “Profile” page

You might have switched off the app’s notifications via your device’s notification settings. You may need to check your device’s notification settings to switch it back on again. If that is not the case, then it could be an issue with the app on your device or its compatibility with your device’s operating system. You may contact our customer support at support@8excite.com for more assistance.

Here are the steps to delete your account:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “Request Account Deletion” in the “Settings” menu
Step 4: Make sure you read through the terms & conditions for the account deletion request
Step 5: Select your reason for deleting your account and provide your feedback to us on why you are deleting your account so that we can improve our services.
Step 6: Key in the verification code and select “Verify”

This could be due to there being orders that have not been shipped or pending an ongoing group buy(s) in your account. You may contact our customer support to seek more clarification and assistance.

Yes, you may. However, 8excite+ reserves the right to reject your account creation if you have not abided by the platform’s terms of use.

When you register for an account again using your existing email/mobile number which was previously terminated based on your request, your account is considered a new account. Therefore, your previous account information is deleted and your previously earned points are forfeited.

Yes, they can. 1 month grace period is given after users have signed up to input their referral code to get points.

ORDER & PAYMENT

A group buy allows you to join a community of individuals to purchase products with wholesale prices on the condition that such group buy must hit a minimum order quantity to successfully secure a purchase order.

Navigate to the search icon at the top right of the homepage to search for a product by inserting relevant keywords that would match the product’s name and/or description.

There are a few ways to place an order:

  1. Placing an order through the 8excite+ mobile app:
    • Step 1: Select the “Join Group Buy” button and you will be redirected to the product details page
    • Step 2: Alternatively, you can select the “Group Buy” button at the bottom of the product details page. If you don’t see it, you’d probably have to scroll back up.
    • Step 3: Set the desired quantity of product to be purchased and select “Checkout”
    • Step 4: Add in your new shipping address if you don’t already have one
    • Step 5: At the checkout page, you may select your shipping option, redeem your Excite Points, apply a voucher, select your payment method, and then select “Place Order”
  1. Placing an order through the Group Buy – Public listing via 8excite+ mobile app:
    • Step 1: Select the “Join Group Buy” button that will prompt you to set the desired purchase quantity
    • Step 2: Set the desired quantity of product to be purchased and select “Checkout”
    • Step 3: Add in your new shipping address if you don’t already have one
    • Step 4: At the checkout page, you may select your shipping option, redeem your Excite Points, apply a voucher, select your payment method, and then select “Place Order”

Here are the steps to track your orders:

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “My Orders” section located on the “Profile” page
Step 3: Look for the said order under the “To Receive” tab
Step 4: View the order details of the said order
Step 5: You may find the said order and delivery status within the order details together with the order tracking number

You will also receive a notification upon your order, to which, by clicking on the notification, you will be redirected to the order details page.

Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “My Orders” section located on the “Profile” page. In the order history listing, the order ID should be displayed for each order made.

Your order details upon placing an order will be shown on the checkout page, which includes bundle shipping or direct shipping selections, and the corresponding shipping fees.

If you have selected “direct shipping” during your checkout you will not be able to change your delivery address, however you may get in touch with our customer support on support@8excite.com for assistance.

If you have selected “bundle shipping” during your checkout, you will be required to enter the delivery address during completing the bundle shipping. After completing the bundle shipment checkout you are not allowed to change the delivery address, however you may get in touch with our customer support at support@8excite.com for assistance.

You may change your payment method only during the checkout process.

Currently, you would be able to make payment for an order purchase via credit card, debit card or FPX (online banking).

You can also redeem and use your Excite Points to make purchases as long as you have sufficient Excite Points in your account.

You will be redirected to the order confirmation page once your payment is made successfully and an order confirmation email will be sent to you.

You have 3 days to complete the payment for an unpaid order.

If you’ve placed a group buy order, but the group buy order has closed before your payment, then your order would be automatically cancelled by our system.

You should contact our customer support at support@8excite.com and proper guidance and assistance shall be provided to ensure that you can get your refund of the double payment.

It depends on your shipping method whether it is direct or bundle shipping. The delivery time may vary between 7 to 14 working days for your items to be delivered.

The order receipt will be sent to you via an order confirmation email. If you need an invoice, please contact our customer support at support@8excite.com.

Yes, you can. You must ensure that the delivery address for the order or bundle shipment is addressed to your friend’s address. Please note that we only provide deliveries within West Malaysia at this moment.

Yes, you can, and you are most encouraged to do so!

You will receive your Excite Points when your orders have been fulfilled (i.e., the item(s) have been delivered to you and there is no refund/return request initiated).

You may redeem your Excite Points in order to get further discounts when you’re at the checkout page of an order. Such redemption is not just for this platform but also applicable to any other 8excite+ partner platforms.

You can earn Excite Points by placing orders not just on this platform but also with any other 8excite+ partner platforms and upon completion of such order placed.

It could be due to the order having yet to be delivered to you or the total paid for your order is RM0 in cash value (e.g. order placed is paid fully using Excite Points).

A voucher code is to be used for you to obtain a discount on the total value of items upon placing an order.

Yes. Only 1 voucher can be applied in a single checkout.

No. If the item you have received is damaged, expired or in poor condition, you may contact our customer support with supporting documents for assistance.

You may contact our customer support at support@8excite.com and proper guidance and assistance will be provided.

You may contact our customer support at support@8excite.com and proper guidance and assistance will be provided.

On the product detail page, there is a share icon which will allow you to share the product to any social media or messaging platform you have on your mobile device. You can also copy the product link and paste it to any social media or messaging platform to be shared with your friends.

You can rate a product only after the product has been delivered to you. You can either rate it via the order history page under the “Completed” tab or via a notification message upon the completion of the delivery of an order.

You cannot change your product rating after it is posted in the app. If you really need to, you may contact our customer support for assistance.

Your product review may be removed to due explicit or inappropriate content. 8excite+ reserves the right to remove such reviews upon carrying out content screening to ensure a good user journey experience for everyone.

We apologize for that. Currently, the 8excite+ app is not available in countries outside of Malaysia.

SHIPPING & DELIVERY

If you have selected direct shipping as your shipping method, upon the successful completion of a group buy, your order(s) will automatically be processed for shipping. Selecting direct shipping during your order checkout means that, in the event you have made more than 1 group buy, you will need to pay the shipping fee for each group buy order made.

If you have selected bundle shipping as your shipping method, upon the successful completion of one group buy order, you may “bundle up” multiple group buy orders and ship all group buy orders at once, paying only a one-time delivery fee.

No, you cannot cancel your bundle shipment once it has been arranged and payment has been made. If you have a valid reason to cancel the bundle shipment, you may contact our customer support at support@8excite.com for assistance.

If the item you received from your order is damaged, in a condition different from what is being advertised on the platform, or is lost, you may contact our customer support at support@8excite.com for assistance.

If your order has been processed and the status is not updated, this might be because our logistic partner has not triggered the updated status onto our platform. If you have any further queries regarding this, you may contact our customer support at support@8excite.com for assistance.

Alternatively, you may follow the steps below to reach out to our friendly customer service team for swift support:

Step 1: In the 8excite+ app, navigate to Profile > View Order History.
Step 2: Select the product that you would wish to inquire about its order status.
Step 3: Click on the Contact Us button and voila! Our customer service officer shall be attending to you soon enough for the assistance you need.

You may contact our customer support at support@8excite.com for assistance.

Alternatively, you may follow the steps below to reach out to our friendly customer service team for swift support:

Step 1: In the 8excite+ app, navigate to Profile > View Order History.
Step 2: Select the product that you would wish to inquire about its order status.
Step 3: Click on the Contact Us button and voila! Our customer service officer shall be attending to you soon enough for the assistance you need.

REFUND & RETURN
  1. Reasons for return/refund
  2. Buyers can request for a return or refund of products for the following reasons:
    • Did not receive the order within the estimated delivery dates (e.g., parcel lost in transit)
    • Received an incomplete product (e.g., missing parts of the product, missing products from order)
    • Received the wrong product(s) (e.g., wrong size/colour, different product)
    • Received a product that is damaged (e.g., dents, scratches, cracks)
    • Received a faulty product (e.g., malfunction, does not work as intended)
  1. Evidence to be submitted for return/refund of products
  2. Buyers must submit 3 clear photos from different angles and/or video as evidence of the reason for the return/refund. For example:
    • 3 clear photos from different angles and/or a video showing product errors or defects (for damaged/faulty products)
    • 3 clear photos from different angles of the parcel’s packaging condition
  3.  
  4. 8excite+ may request further supporting documents if:
    • the submitted evidence is not sufficient. Clear, high-quality photos or video must be provided. Evidence that does not support the buyer’s claim for a return/refund will be rejected.
  1. Return of products 
    • Buyers should ensure that returned products are properly packed to avoid any damage to the return address.
    • Products must also be returned in new and/or original condition with original product packaging, price tags and labels.
    • 8excite+ reserves the right to reject requests for a return and/or refunds where:
      • such requests are deemed to be habitual in our sole and absolute discretion; and/or
      • there is a suspicion that the buyer made such purchase for the purposes of resale.
  1. Return delivery fees
  2. 8excite+ may cover the delivery fees for return up to a certain limit, depending on the nature of your return/refund. For more information, you may contact our customer support at support@8excite.com for assistance.

You may proceed to request for return/refund if:

  • your order is still under “To Receive” status and you did not receive the order within the estimated delivery dates
  • you received an incomplete product (missing quantity or accessories)
  • you received the wrong product(s) (e.g., wrong size, wrong colour, different product)
  • you received a product that is damaged (e.g., dented, scratched, broken) 
  • you received a faulty product (e.g., malfunction, does not work as intended)

You can apply for a return/refund request by contacting our customer support for assistance.

Products which cannot be returned due to strict hygiene policies such as:

  • Fashion Accessories > Personal Accessories > face masks
  • Men’s Clothes – innerwear/underwear
  • Women’s Clothes – innerwear/lingerie/underwear

Digital Products

  • Tickets, Vouchers & Services

⚠️ Definition

  • Hygiene policy: goods that are not suitable for return due to health protection or for hygienic reasons.
  • Digital products:  Virtual goods that do not involve a physical product to be delivered to the buyer. Examples include travel voucher, mobile/game top ups, software, warranty, online subscription plans.

Return/refunds will only be entertained in the event the items delivered are not well packed/incomplete orders or a wrong item is being delivered.

The buyer must provide a photo or video evidence within 2 days to be able to claim for a return/refund of non-returnable items.

You are not allowed to request a refund on perishable items.

8excite+ reserves the right to the final decision in processing requests for a refund for perishable items.

The duration of the return/refund process will depend on the nature of your request.

The refund process is different for each payment method used:

  • For credit/debit card payments, the refund will be issued back to the same card used for the payments made within 7-14 working days.
  • For other payment methods e.g., online banking, the refund will be issued to your bank account within 1-3 business working days.

 Note

  • Excite Points and vouchers used will not be refunded to you for return/refund cases.
  • If the products have been discounted either through promotion, the use of a voucher code or Excite Points, the amount refunded will only be based on the paid price of the product as indicated in the order confirmation email/ receipt.

You are advised to respond in a timely manner should the customer support team contact you for more evidence from your end. The request for return/refund will auto-accept the supplier’s final proposal should the buyer fail to respond to the supplier’s counter proposal within 3 working days.

  • If you have not received your parcel after the expected delivery dates, you may request a refund.

For successful requests

The refund process and time frame will vary depending on the payment method used as set out below:

  1. Credit Card/Debit Card

The refund will be credited to the card used within 7-14 working days, depending on the credit/debit card-issuing bank.

  1. Online Banking

The refund amount will be credited to your bank account within 48 hours. It may take up some time to reflect on your account, depending on your bank.

️ Note

The refund process/time taken is also dependent on the nature of your return/refund request. If you are required to return the products, it may take up to 5 working days upon the receipt of the return parcel for a resolution to be drawn. Returned products will be checked by our team before your request can be approved and/or processed. 

If you are not satisfied with the product(s) received, you can contact our customer support at support@8excite.com to raise a return/refund request. Kindly note that the outcome of the request will depend on the buyer’s Return/Refund reason.

️Note

After raising a return/refund request, you’ll need to wait for the request to be accepted before you can ship the product(s) for return. The refund will be processed once the product is checked and accepted by our team.

Supporting documents will vary according to your reason for return/refund:

  1. Damaged product
  • Photo(s) and/or video(s) of the product, showing physical damage (e.g., cracks, dents, scratches)
  • Photo(s) and/or video(s) showing condition of the packaging of the parcel
  1. Faulty product
  • Photo(s) and/or video(s) of the product, showing it does not work as intended (e.g., electronic device that does not work despite connecting to power source/battery inserted)
  1. Incomplete/missing product
  • Photo(s) and/or video(s) of the parcel received, and the products contained in the parcel
  • Photo of the air waybill (“AWB”) attached on the parcel that shows the content/weight of the parcel you should have received
  • Photo showing all the products received in the parcel on a weighing scale to show the total weight of the parcel received
  1. Wrong product
  • Photo(s) and/or video of the parcel received, and the products contained in the parcel
  • Screenshot(s) of the actual product from 8excite+ app
  • Photo of the product being measured using a measuring tool (from one end to the other) if the product size is wrong.
  1. Counterfeit product
  • Photo(s) and/or video of the parcel, the product, and its packaging
  • Photo of the AWB/consignment note attached to the parcel
  • Screenshots/URLs/other documents to show features of an authentic product (e.g., serial number, brand logo, images from official website)

Here are some guidelines for submitting supporting documents:

  • Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video
  • Provide good quality evidence that is clearly visible (not blurry/pixelated)
  • Provide close-up shots to show defects clearly for damaged products
  • Uploading video evidence is highly recommended for returns of faulty products

️Note

  • For non-receipt of products, buyers are not required to provide any documents. 8excite+ will check with the respective supplier and logistics partner to investigate the issue.
  • If the supplier can provide valid proof of shipment or the item is still in transit, the return/refund request will be rejected. If the item is lost in transit, you will be refunded with the total payment made for such an order.

For cancelled orders

Excite Points will be refunded to you after the verification process and credited into your 8excite+ account within 24 to 48 hours

You may check your Excite Points transaction history by selecting “View Point History” via the “Profile” tab on the 8excite+ app.

For return/refund orders

Your Excite Points will only be refunded if your return/refund request has been approved for a full refund. You will not be eligible for an Excite Points refund if your refund amount has been adjusted (i.e., you will be receiving a partial refund amount).

Can I cancel my order?

Please note that orders from Group Buys that has yet to complete can be cancelled at anytime through the Cancel Order button located within the respective Group Buy page. Whereas any orders from Group Buys that are completed are non-cancellable. However, in the event that you have a valid cancellation request even after Group Buy completion (evaluated at the sole discretion of 8excite+), kindly contact our friendly customer service team by emailing support@8excite.com. Alternatively, you may follow the steps below to reach out to our friendly customer service team for swift support:

Step 1: In the 8excite+ app, navigate to Profile > View Order History.
Step 2: Select the product that you would wish to inquire about order cancellation.
Step 3: Click on the Contact Us button and voila! Our customer service officer shall be attending to you soon enough for the assistance you need.

How do I cancel my order?

Before cancelling your order, please refer to our group buy policy. If you want to proceed with the cancellation of your order, you may get in touch with our customer service at support@8excite.com.

How will I get my refund for cancelled orders?

Refunds for successfully cancelled orders will be processed immediately, based on the payment method used. The refund process and time are different for each payment method set out below:

Credit Card/Debit Card

Payment will be credited to the card used within 7-14 working days, depending on the credit/debit card-issuing bank.

Online Banking
Payment will be credited to your bank account within 24 -48 hours.

Your voucher (e.g., platform discount vouchers, free shipping vouchers) will be automatically refunded within 24 to 48 hours after an order cancellation has been approved. This is provided that the following conditions are met:

  • The voucher is still within the validity period for use.
  • The voucher was applied to one order only.
    • If you have applied your voucher across multiple orders and one of the orders was cancelled, the voucher amount applied to the cancelled order will not be refunded.

The initial shipping fee that you paid for an order will be refunded to you if your cancel/refund request is approved.

We will automatically cancel your order(s) if the group buy did not manage to hit the minimum order, or you have chosen not to top up for that particular item.

Once your order has been cancelled, the payment will be refunded back to you based on the payment method you used to place the order.

1. If payment was made using online banking, 8excite+ will refund the payment to your bank within 24 – 48 hours.

2. If payment was made using your credit/debit card, the refund will only be reflected in your card within 7-14 working days depending on the standard operating procedure from the issuing credit/debit card banks.

You can always reach us at support@8excite.com or chat with us to get the status of the cancellation.

If the external packaging of the delivered parcel is visibly damaged:

Lodge a ticket to our customer support at support@8excite.com together with the supporting documents and then we shall guide you through the necessary steps.

If the product is found to be damaged after the courier has left:

  • Report the case within 24 hours of receipt of the package to our customer support at support@8excite.com. We will hold the payment until the case is solved.
  • When you request a refund, please do request under the reason “Received a product with physical damage” and provide pictures of external packaging and the actual damaged item as supporting documents.
  • Upon submitting your Return/Refund Request, please contact our customer service via chat and share the pictures of the damaged external packaging and product. 

If the refund request is approved, we will refund the amount to you. Please ensure that you have taken photos and videos of the damaged packaging and product(s).

Frequently Asked Questions
ACCOUNT & SAFETY

Yes, you can. Here are the steps to edit your profile details:
Step 1: Navigate to the “Profile” page located at the bottom menu
Step 2: Navigate to the “Settings” menu located at the top right of “Profile” page
Step 3: Navigate to “My Profile” in the “Settings” menu
Step 4: Edit your profile details and click “Save”.
Please note that you will not be able to edit your email address yourself. To do so, you will need to contact our customer support at support@8excite.com and they will guide you through a series of account verifications and procedures.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever when an unknown printer.

No helpful answer?
Here are some options
Help desk support

Lorem ipsum is simply dummy text of the and typesetting industry lorem ipsum.

Live chat support

Lorem ipsum is simply dummy text of the and typesetting industry lorem ipsum.