FAQs / Help

Membership Benefits

My current LiveUp membership is due for renewal between 24 April 2020 - 31 August 2020. Will I still continue to enjoy the free benefits of LiveUp if I did not cancel my membership?

Yes, you will be auto-renewed and continue to enjoy free benefits under LiveUp until 31 August 2020, such as partner lifestyle benefits and member-only exclusive discounts on RedMart.

Thank you for your continued support during this time. Your renewal membership fee will be refunded in May 2020.

Will I still get free shipping on RedMart for purchases above $40?

From 1 May onwards, free shipping on RedMart will only be available for purchases above $60.

Will I still get access to member-only exclusive discounts on RedMart?

Yes, you will still be able to purchase products with member-only exclusive discounts on RedMart.

Will I still get access to partner benefits?

Yes, partner benefits are still available with LiveUp. You can view an updated list here.

I have yet to activate some of my partner benefits. Can I still do so now?

Yes, for redemption of the benefits from our partners, please refer to the "Welcome to LiveUp!" email you received upon successful sign up. Alternatively, you can check the partner's launch email.

Can I still activate my partner benefits after 1 May 2020?

Yes, you can still continue to activate your partner benefits until 31 August 2020.

When will my current rebates expire?

The expiry date of the rebates you've already earned will not change. They will expire 30 days after they were earned.

Will I still earn 4% rebates on LazMall & RedMart?

From 1 May 2020 onwards, rebates will no longer be offered as part of the suspension of the LiveUp programme.

Membership Refunds

Who is eligible for refunds?

All active members as of 30 April 2020 will be eligible to receive the refunds on a pro-rated basis.

I have paid for LiveUp and my membership does not expire yet. What will happen to my unused membership fees, and how will it be calculated?

Your unused membership fees will be refunded to you on a pro-rated basis from 1 May 2020 onwards. For example, if your membership is ending on 30 September 2020, you will be refunded for the remaining number of days pro-rated by the year (365 days) $59.90 x (153 / 365) = $25.00.

For LiveUp members on the monthly membership programme, you will receive a refund of pro-rated fees calculated on a daily basis from 1 May 2020 onwards.

When will I receive my refund?

You will receive your refund within the month of May 2020. You will also receive an email by first week of May with further details on the refund process.

How will I receive my unused membership fee refund?

Your pro-rated membership fees will be refunded to your Credit Card or Lazada Wallet. We will prioritize the refund to your original payment method, which will always be the first consideration, and if that fails, the refund will be made to your Lazada Wallet.

Refund failure to your credit card can happen due to several factors, including credit card regulations and processes which place limits on credit card refunds if the payment was made more than 180 days ago. If this happens, the refund will be made to your Lazada Wallet and you will be alerted by email.

The Lazada wallet is applicable as a payment method for purchases on Lazada and works like cash with no limitation on minimum spend. It can also be withdrawn and transferred to your bank account.

How do I use the amount refunded to my Lazada Wallet?

You may learn more about your Lazada Wallet here.

Please note that you have to first activate your Lazada Wallet. Follow the steps here if you have yet to activate it.

I received a refund in my Lazada Wallet, but I would like to withdraw it instead of using it to shop. How can I do that?

To withdraw your balance, please follow the steps here.

Important: ensure that you provide the correct bank account details. In addition, please note that each withdrawal request is expected to take 7 to 14 working days to complete.

Please note that you have to first activate your Lazada Wallet. Follow the steps here if you have yet to activate it.

I have a Citi Lazada Credit Card which is supposed to give me 1 year of free LiveUp membership that I have yet to receive (from 1 May 2020 onwards). What happens to that?

Due to the suspension of LiveUp, you will be receiving an equivalent voucher of $59.90 from Citi which can be used across Lazada and RedMart. Please login to your Citibank Online to retrieve your voucher once you receive a notification from Citi.

I have a Citi Lazada Credit Card which has already given me 1 year of free LiveUp membership. Will I still get a refund?

You will receive a refund for your remaining membership duration on a pro-rated basis. We will communicate by first week of May on the details of the refund.

Other Common Questions

Can I still sign up or re-subscribe to LiveUp?

The programme is suspended till the 31 August 2020. We will communicate when we open the programme again at a later date.

I was advised/read an email that LiveUp is suspended. When are you reactivating (unsuspending) the program?

We hope that the current COVID-19 pandemic stabilises and improves soon. We will continue to launch more comprehensive offerings in the upcoming months to best suit your daily needs, and will notify customers when we do so.

Upon un-suspending, are you going to charge me automatically?

We will continue to launch more comprehensive offerings in the upcoming months to best suit your daily needs, and will notify customers when we do so. Rest assured that will not charge you any fees without prior consent.