FAQ
FAQ
How can we help?
Shop Online Account
keyboard_arrow_down
Sign-Up / Registration
keyboard_arrow_down
Will my account details on the old website still work on the new one?
keyboard_arrow_down
• We have transferred all member login details from our old website across to the new one. As long as you sign up with the same email address that you used on our previous website, your favorites & order history from our old website will also be available on our new website.
• Note that you can use any password when you sign up for our new website, the key is to use the same email address.
What if I can’t remember my password from the old website?
keyboard_arrow_down
• No problems, simply sign up for a new account using the same email address that you used on our old website and you can set a new password. Your order history and product favorites will be transferred from the old website to the new after approximately 1 hour.
• We recommend that if you had a lot of history on our old website that you actually sign up at least 1 hour before you plan to start shopping so that you have access to all of your favorites and order history.
What if I am a registered user of the new website and have forgotten my password?
keyboard_arrow_down
Simply enter the email address that you used to register on our website and our system will send you an email with further instructions.
I am already a member of Vplus – do I need to sign up again?
keyboard_arrow_down
• Yes, at the moment our Vplus and Shop Online services use separate login.
• But you can link your Vplus account to your shop online account to earn Vplus points online. To do this, you will need to verify your phone number on your profile page – please note that it needs to be the same phone number registered in your Vplus account for this to work:
1. Go to your profile page
2. In the Phone Number section, if it says “Verify to connect Vplus” then you have not yet connected your Vplus account to your profile. To do this, click on the “Verify to connect Vplus” link
3. Then enter the phone number associated with your Vplus account in the next screen
4. Click on Verify and as long as the phone number is registered in our Vplus system your Vplus account will be connected.
What are my sign up or logging in options?
keyboard_arrow_down
You can choose to sign in with the following social logins:
Or you can sign up and create a free account with your email or phone number, simply click on the “Sign Up Free” link and then choose your preferred signup option.
After you click on the “Continue” button, you will receive a 6 digit one time password either by email or SMS – depending on your signup type. 
Enter your code and click continue to complete your registration. You will be taken back to our home page and can now start shopping!
Please note that you can return to our home page from any screen by simply clicking on the Villa Market logo in the top left of the screen
The menu bar at the bottom of each page includes the following buttons:
Delivery Address
keyboard_arrow_down
How do I add a delivery address?
keyboard_arrow_down
• To add a new address, simply follow these steps:
• Click on the Profile icon
• Click on the “Add” button next to Shipping Address
• Please complete all fields on the next screen and click next when you are ready to proceed.
• Note that you can have a different receiver name & phone number for each address in your profile, which is useful if someone else will be receiving the order.
• On the next screen, you have a number of options:
- Move the map around until the red marker is as close to your delivery address as possible
How do I know if Villa Market Shop Online can deliver to my address?
keyboard_arrow_down
• If you have entered your address in the “Shipping Address” section on your profile page and then try to checkout, our system will check if we are able to deliver to your address.
• Please note that if your address falls outside our same day delivery zone, you will default to our Nation-wide delivery service which takes between 2-5 days for delivery depending upon your location and day on which you order (eg. The weekend). You will see the delivery type on the checkout page, along with the corresponding delivery fee.
• Please note that if your address is within our same day delivery area that you can choose between Regular (choose a delivery slot) and Express delivery type if your order is 8 units or less. Express delivery type does not require a delivery slot and your order will be delivered as soon as possible by our team.
What if I get an error message on the map page?
keyboard_arrow_down
• If you see this error message on the map page – “Permission denied, please check your browser settings” – you can simply click close and continue to search for your location. This means that you have turned off location settings in your browser or on your device
How to Shop Online
keyboard_arrow_down
Site Navigation
keyboard_arrow_down
What do the icons on the menu bar at the bottom of each page mean?
keyboard_arrow_down
• The menu bar at the bottom of each page includes the following buttons:
How can I return to the home page?
keyboard_arrow_down
• Please note that you can return to our home page from any screen by simply clicking on the Villa Market logo in the top left of the screen
Selecting Products
keyboard_arrow_down
How can I see products that I have ordered previously?
keyboard_arrow_down
• Any item that you have previously ordered can be found by:
- Go to your Profile page
- Click on “View” next to Orders History
• Click on “Reorder’ for the order with the items that you would like to order again.
• You can also see items you have ordered in the past under history items. 
• Our system also allows you to save any items as “Favorites” to make it easier for you to shop those items again. To view your Favorite Items, simply click on the View link next to “Favorite Items” on your profile page:
• To save an item as one of your favorites, just click on the heart icon which can be found in the following locations:
- Item list in cart
- Product page
Are all Villa Market products available online?
keyboard_arrow_down
• 95% of the products we sell in stores are available to purchase online however this will differ by location and availability of stock in the store your order is picked from. If an item is temporarily unavailable it will be visible on the website and marked as out of stock.
• We’d love to hear from you if there’s an item missing from our online store. Simply drop us an email at online@villamarket.com or live chat with us on our website, Line official or Facebook.
How do I leave instructions for my shopper?
keyboard_arrow_down
• Our shoppers are trained to always carefully choose the items to make sure you receive the freshest, best quality produce. If you want to leave specific instructions for your shopper, for example, “Not too ripe please.” You can do this on the checkout page where the items you are ordering are listed. 
Substitutions
keyboard_arrow_down
Do you offer a substitution service?
keyboard_arrow_down
• Yes, if a product you have ordered is not available when we pack your order, you can select this option if you would like your personal shopper to recommend a substitution for you. Our team will contact you with the substitute item details before making any substitutions. 
Product Search
keyboard_arrow_down
How can I search for products?
keyboard_arrow_down
• On the top of every page there is a search box or a magnifying glass if you are on mobile.
• Enter your search term and our search engine will offer you some suggestions, click on one of the suggestions to perform a search or press enter to search for what you have typed.
• If you are on a computer, you can click on “View all” to see a page with all of your search results.
Favorites
keyboard_arrow_down
How can I create a list of my favorite items?
keyboard_arrow_down
• You can add an item to your favorites list by clicking the heart icon on the following pages:
1 The product detail page
2 The item list on your cart page
How do I view my favorite items?
keyboard_arrow_down
• Go to your profile page and click on the “view” next to Favorite Items
Buy Again
keyboard_arrow_down
How can I re-order an item I have bought online before?
keyboard_arrow_down
• You can view your order history and re-order by clicking in any of the following places: https://shop.villamarket.com/profile/historyitems
• The “Buy Again” banner on the homepage
• The “Buy Again” icon in the category selection pane
• “History Items” on your profile page
• Click on either your username in the top right corner or the person icon in the blue menu bar at the bottom of the screen to go to your profile page.
• Once you are the profile page, scroll down to “History Items” and click on the view button.
• You can now see all of the items you have bought from us previously and you can simply add them to your new order.
Checking Out
keyboard_arrow_down
How do I checkout?
keyboard_arrow_down
• Go to your cart by clicking on the cart button at the bottom of the screen
• You can adjust item quantities on this screen.
• Click on the checkout button when you are ready to finalize your order.
• You will have several options for your order:
• Change your delivery address.
• Our regular delivery service allows you to choose a 1-hour delivery slot from same day to up to 6 days in advance. Please note that our delivery slots close 1.5 hours prior to the start of the delivery slot. For example, the 4:00-5:00pm delivery slot will close at 2:30pm.
• If you are within our same-day delivery area and have ordered less than 8 units in total, then you can choose “Express Delivery” and your order will be delivered as soon as possible. There is no need for you to choose a delivery slot with this option. This is only available for orders of 8 total units or less. For example, a 12 pack of water = 12 units. It is also not available for deliveries that fall outside our same day delivery area (which will default to “Nation wide” delivery type. Please note that Express delivery orders placed after 7pm will be delivered the following morning. 
• Please note that if our system identifies your address as outside our same-day delivery area, then only the “Nation wide” option will be available to you.
• Choose your preferred payment option.
• Add a promotion code (if you have one) and click the “apply” button to apply it to your order.
• Add a Villa Market gift voucher code (if you have one) – note that this can be purchased from Villa Market and given to your friends as gifts.
• If you have a Villa Market refund voucher, you can click on “Select voucher” and choose the voucher you would like to use from the list of refund vouchers available on your account. These refund vouchers will be added to your account automatically. Please note that you can use multiple refund vouchers with 1 order. After you have selected the refund vouchers you would like to use with your current order, click on the “confirm” button.)
• Note that we offer refund vouchers to customers as they are processed faster than the standard bank refund process. You are given the option to choose Villa Market refund vouchers when we confirm the refund amount for your order. You will need to confirm your type of refund required within 8pm the day after we send you your refund details otherwise our system will default to a refund voucher.
• Choose the “Add items” if you would like to add some more products to your order – this will take you back to our online store.
• You can add a note to your personal shopper for the item you have ordered if you would like. Note that there are sections against each item for comments as well as an overall section for notes for your shopper or delivery rider.
• Choose your preferred delivery date and time from the drop down options. Note that your delivery fee for your current chosen address is also displayed in this section.
• “No plastic bag” – choose this option if you would prefer that we do not pack your order in plastic bags. Our team will use alternatives, including recycled cardboard boxes, to pack your order.
• “Request tax invoice” – choose this if you require a Tax Invoice. You will be prompted to fill out address and other details.
• “Request substitutes” – whilst we make every effort to supply your ordered items, out of stocks do occur. You can choose this option if you would like our team to contact you with alternative products.
• “Chat with us” – click here to open a live chat session with one of our personal shoppers. 
• When you are ready to proceed to payment you can click on “Place Order”
Why haven’t I received an order confirmation email?
keyboard_arrow_down
• Our system will automatically send you an email confirmation of your order once payment is successful. Occasionally, these emails can end up in your spam / junk folder – please check there.
What are the different types of coupons and vouchers that can be used?
keyboard_arrow_down
• There are 3 different types of coupons / vouchers that can be used on our site:
1. Promotion Codes
• From time to time we will have different promotional offers available which may include discounts, free delivery, etc. These promotions will require a code to be entered to apply to your order.
• Note that some coupon codes have conditions attached – which could include:
• A minimum spend amount (sum of total spend on products minus the total value of items specifically excluded, see next point).
• Exclusion of government controlled and promotional items
• Please refer to the conditions attached to your coupon either on our website or in the email your coupon code was sent with.
2. Villa Market Gift Voucher
• We have gift vouchers available which can be purchased from our stores and given to your friends. If you receive one of our gift vouchers, you can enter the code in the “Villa’s Gift Voucher” section to apply the discount to your order.
3. Refund Voucher
• If a refund is required for your order, we offer our customers the choice of a refund voucher in place of standard bank processes as it is much faster. You will be given the choice of a refund voucher when we confirm any refunds to you after your order has been delivered. You will need to confirm your type of refund required within 8pm the day after we send you your refund details otherwise our system will default to a refund voucher. The refund voucher will be added to your shop online account within 2 days of confirmation that your choice is a refund voucher.
• Click on “Select voucher” in the Refund Voucher section to see your list of available refund vouchers.
• Choose the refund vouchers you would like to use and click on the “confirm” button. Note that you can apply multiple refund vouchers to 1 order.
• The result of the coupons and vouchers that you have applied will be added to the “Promotion discount” line in your order summary.
Tax Invoice
keyboard_arrow_down
Can I get a tax invoice?
keyboard_arrow_down
• Yes, if you require a tax invoice, please turn this on and choose the address for tax invoice purposes. Once you choose the address to use you will be able to enter your Tax ID in the box provided. 
Store Selection
keyboard_arrow_down
Can I choose which store I shop from?
keyboard_arrow_down
• Yes, you can choose any store for pick up orders.
• For delivery orders, our system will default to the nearest store to you in order to minimize travel time and maintain product freshness.
• If you are in Bangkok, you can choose to shop at our Sukhumvit 33 branch even when it is not your nearest store but please note that delivery fees will be based on distance from our store.
• Simply click on the store name on the top right of the screen to change store (or the location icon if you are on a mobile).
• We recommend that you choose your preferred store before you start shopping as product availability does vary from store to store.
• Once you have made your product selections and reviewed your cart, you can click on the “Checkout” button to start the checkout process.
• Our system will check your chosen store and compare it to your delivery address. If there is a store closer to you it will give you the choice to deliver from your current chosen store (in this example, Sukhumvit 33) or switch to your nearest store (The Circle in our example). Note that delivery fees are calculated based on distance so you will get the lowest delivery fee when you choose to shop at the store closest to you. 
Delivery
keyboard_arrow_down
Order Tracking
keyboard_arrow_down
How do I track my order?
keyboard_arrow_down
• To track your order, simply go to your Profile page, click “view” next to Orders History and select the order you wish to track by clicking on “view detail”
The status of your order will change as each step is completed. 
Delivery Issues
keyboard_arrow_down
What if I am not home when delivery is made?
keyboard_arrow_down
• Our driver will try to contact you using the contact information you have provided. If we are not able to contact you, our driver will need to return to our base with your order and a redelivery fee will be applied, which will be the amount of your order’s delivery fee. If you have alternative delivery arrangements (eg. leave with front desk) then please advise us prior to delivery.
Why are items missing from my delivery?
keyboard_arrow_down
• Whilst we do our best to fulfil every order item, sometimes an item is not available when our shopper goes to prepare and pack your order just prior to delivery.
• You will receive an email with confirmation of items not available and any substitutions made.
• You can also check the paper receipt provided with your delivery for confirmation of the items delivered
How do I check which items should have been delivered with my order?
keyboard_arrow_down
• Please check your paper receipt that came with your order as it will list all of the items that were available for delivery when your order was packed and prepared. If you need another copy of your receipt please let our team know via online@villamarket.com or live chat on our website.
Delivery Fees
keyboard_arrow_down
How are delivery fees calculated?
keyboard_arrow_down
• Delivery fees are based on distance from our store that will prepare and deliver your order. Our same day delivery fees range from THB 90 – THB 180 depending on the distance to be travelled and the location.
• Nationwide delivery fees for up-country orders are also calculated based on distance & location, along with the size of the order.
Are there any fees when ordering a Villa Market pick up order?
keyboard_arrow_down
• No, we don’t charge you any fees when you pick up an order that you placed online.
What is the minimum order amount?
keyboard_arrow_down
• Villa Market Shop Online does not have a minimum order amount.
Delivery Zones
keyboard_arrow_down
Can Villa Market deliver up-country?
keyboard_arrow_down
• Yes, our Nationwide service allows us to deliver anywhere in Thailand in approx. 2-5 days, depending on your location and the day you order (eg. Weekends). Simply enter your address and your shipping fee and delivery type will be displayed on the final checkout page.
• We can deliver anything available on our website up-country including fresh & frozen items.
Delivery Options
keyboard_arrow_down
Can I choose no plastic bags for my order?
keyboard_arrow_down
• Yes, on the final checkout page, just before pressing “Place order” there is a switch you can turn on to indicate you do not want our team to pack in plastic bags. We will use recycled boxes to transport your groceries. 
Can I cancel my order after it is confirmed?
keyboard_arrow_down
• Yes, you may cancel an order up to 40 minutes before your delivery time. For example, if your delivery time is 3:00-4:00pm then you can cancel your order up until 2:20pm.
Do I need to be at home to receive a delivery?
keyboard_arrow_down
• We recommend you are at home, as it’s the most reliable way to receive your order. We appreciate things pop up in life, and for some reason or another you might not be able to be home. When that eventuates, you can organise to have your order left in a safe place, but please notify us of delivery instructions prior to drop off. At this point it becomes your responsibility. If you haven’t left us with delivery instructions, we will contact you on the phone number(s) you’ve supplied us with. If we can’t contact you, your order may be returned to our store and re-delivery charges and the cost of any perishables items (e.g. fresh fruits and vegetables) will apply.
Pricing, Payment & Refunds
keyboard_arrow_down
Out of Stocks
keyboard_arrow_down
What happens if an item is out of stock?
keyboard_arrow_down
• If you have chosen to have substitutes, then our team will do their best to offer you a substitute item if one is available. All substitutions are subject to approval by our customers so that we can make sure you won’t receive an item you don’t want.
• If you have not chosen to have substitutes then the item will be marked as out of stock and the refund process will be implemented. Please note that if you pay with a credit card then you will only be charged for the value of the items delivered.
Pricing & Promotions
keyboard_arrow_down
Are the prices online the same as in store?
keyboard_arrow_down
• Yes, when you shop with Villa Market Online you get all the same prices as you would get in store. However, delivery fees may apply.
Will I earn collectable stamps when I shop online?
keyboard_arrow_down
• Yes, our staff will include your stamps when your order is delivered. If you have a Vplus Wallet then your stamps will be added as digital stamps to your Vplus Wallet application.
How can I see all of the promotions currently available?
keyboard_arrow_down
• By clicking on the “Special Offer” icon on the menu bar, you will see a list of all the different promotions we currently have available:
How do the “Buy 1 Get 1 Free” and “Buy 2 Get 1 Free” promotions work?
keyboard_arrow_down
• For all of these promotion types, the free product will be given to you in the form of a discount applied automatically at check out. You need to add the total number of units to your cart to qualify for the free item discount. For example:
1. Buy 1 Get 1 Free = 2 items in cart
2. Buy 2 Get 1 Free = 3 items in cart
3. Buy 3 Get 1 Free = 4 items in cart
• The discount amount will be calculated automatically for the free item promotions.
• In this example, we have 2 products in our cart. The first one Is on “Buy 2 Get 1 Free” promotion so we have added 3 units to our cart. The second product is on “Buy 1 Get 1 Free” promotion so we have added 2 units to our cart. The promotion discount has been applied automatically which is THB 25 + THB 35 = THB 60.
Where can I enter my coupon code?
keyboard_arrow_down
• Once you have finished selecting your items, please click on the cart icon. You will have a chance to review your order, once you have done that click on Checkout.
• Please enter your coupon code into the “Add coupon code” section on the final checkout page and click apply. If your coupon code has been applied successfully then either the promotion discount or total shipping fee values will change, depending on the type of coupon code you are using.
• Some coupon codes have conditions attached – which could include:
1. Minimum spend amount (sum of total spend on products minus the total value of items specifically excluded, see next point).
2. Exclusion of government controlled and promotional items.
• Please refer to the conditions attached to your coupon either on our website or in the email your coupon code was sent with.
Payments & Refunds
keyboard_arrow_down
What are your payment options?
keyboard_arrow_down
• We currently accept the following payment methods:
1. Credit / Debit Card - Visa, Mastercard & JCB
2. American Express
3. Union Pay
4. Vplus Wallet
5. Thai QR Payment
6. WeChat
7. AliPay
Can I pay Cash on Delivery for my order?
keyboard_arrow_down
• At this stage, we are not able to accept cash on delivery payments.
I don’t want to give my credit card details over the internet, what are my options?
keyboard_arrow_down
• Thai QR Payment does not require you to give us your card details. When you select this payment method, our system will generate a QR code on the screen which you can scan with your internet banking app on your phone and make payment.
Does Villa Market Shop Online accept overseas credit cards?
keyboard_arrow_down
• Yes we do. But please note that the time it takes to return refunds to an overseas card is dependent upon your bank’s policy.
Why is the value of my delivery not the same as what I ordered?
keyboard_arrow_down
• It can be less if some of your ordered items were not available.
• It can be more if you either asked our staff to add some items to your delivery or if the value of your products sold by weight was slightly higher than what you ordered.
How do I get a refund for any items I ordered that were not available when my order was packed & delivered?
keyboard_arrow_down
• The refund process varies based on the payment method you used when placing your order:
• Visa Credit, Mastercard Credit, & Amex = an initial “holding” transaction is processed for the value of your order. This is replaced by a final transaction equal to the value of the products available when your delivery was made. This final transaction is processed after 6pm on the day your delivery made and will appear in your online card statement in the following 2-3 days. Please note that for some banks, the final transaction will only appear on your paper or monthly statement, not in your app.
• For Local Debit = you have the choice of a Villa Market Refund Voucher (sent within 2 business days of confirming your preference) or the normal bank process which can take between 14-45 days depending on your bank.
• For Other payment methods, we will give you options with your refund confirmation:
- A coupon code to use next time you shop online with us
- A bank transfer via prompt pay
- Normal bank process (can take up to 14 days for local cards and longer for overseas cards)
• Note that where a refund option is offered, you have until 8pm the day after the email was sent to confirm your preference, otherwise a Villa Market Refund Voucher will be prepared & added to your shop online account. You will also receive an email with details of your Villa Market Refund Voucher.
How do I know how much my refund will be?
keyboard_arrow_down
• On the bottom your receipt that came with your order you will see a section where the difference between what you paid online and the final value of the items that were delivered is displayed. If the difference is negative then you are owed a refund, if it is positive then you have added some items to your order and further payment is required. 
• We will also send you an email confirming any items that were not available, item substitutions made and your final refund amount. This email will give you options as to how to process your refund if they are available. For example
The email confirming your refund will look like this:
Vplus Rewards
keyboard_arrow_down
Membership
keyboard_arrow_down
How do I become a Vplus member?
keyboard_arrow_down
• Simply download our app and register and you will be given a Vplus member code straight away. Download from:
1. Google Play
Vplus Points
keyboard_arrow_down
How do I earn Vplus points?
keyboard_arrow_down
• You can earn 1 Vplus point for every THB 25 that you spend with Villa Market, either online or instore. Note that promotional items, government-controlled items & alcohol & tobacco items cannot earn points.
What can I do with my Vplus points?
keyboard_arrow_down
Your Vplus points can currently be used to redeem as a discount on your next purchase in store. 800 Vplus points converts to a THB 100 discount. Simply show your member barcode in your Vplus Wallet app to our cashier next time you shop in one of our stores.
Can I earn Vplus points when I shop online?
keyboard_arrow_down
• Yes, you will earn the same number of Vplus points as when you shop in our stores. To earn points online you need to link your Vplus account to your online Villa Market account. Simply:
1. Go to your profile page
2. In the Phone Number section, if it says “Verify to connect Vplus” then you have not yet connected your Vplus account to your profile. To do this, click on the “Verify to connect Vplus” link
3. Then enter the phone number associated with your Vplus account in the next screen
4. Click on Verify and as long as the phone number is registered in our Vplus system your Vplus account will be connected.
Can I use my Vplus points when I shop online?
keyboard_arrow_down
• At this stage, Vplus points are only able to be redeemed as a discount in store but we plan to add the function to use your Vplus points when you shop online in the near future.
Vplus Wallet
keyboard_arrow_down
What is the Vplus wallet?
keyboard_arrow_down
• The Vplus Wallet is our digital Vplus card which can also act as a wallet if you would like it to. This allows you to store money in your Vplus wallet and use it to pay when you go shopping with us, both in store and online. It’s a contactless payment method and is the most convenient way to pay for your groceries.
How I pay online with my Vplus Wallet?
keyboard_arrow_down
• Choose the Vplus Wallet payment method
• Enter your Vplus Mobile No. and Vplus Member ID in the form
• Click on “Place Order”
• Request to Pay will be sent to your Vplus Wallet app on your phone”
• Open Vplus Wallet app and press Confirm button
• Enter your Vplus Wallet pin code to confirm
• You will see a “Receipt” on your app when payment is successful. 
• A successful order confirmation message will also appear on the screen of Villa Market Shop Online
General
keyboard_arrow_down
System Details
keyboard_arrow_down
Which browser do you recommend?
keyboard_arrow_down
• Our website has been tested and is fully functional on all browsers and operating systems. Please ensure your browser is updated to the latest version to enjoy all of the functions available and to enjoy a smooth experience.
Alcohol Items
keyboard_arrow_down
Can I order alcoholic beverages online and have them delivered to my home?
keyboard_arrow_down
• Unfortunately, not. In December 2020, the laws in Thailand were changed that prohibit the sale of any alcoholic beverages online. We keep the items on our website so that our customers can see what we have available in our stores.
Browser
keyboard_arrow_down
Which browser do you recommend?
keyboard_arrow_down
• Our website has been tested and is fully functional on all browsers and operating systems. Please ensure your browser is updated to the latest version to enjoy all of the functions available and to enjoy a smooth experience.
refresh