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Shopville is a new multi-seller marketplace, so our FAQ is designed to explain not just what the rules are, but how the marketplace actually works. We want buyers and sellers to understand the process clearly before they place an order or list a product.
We explain where the seller is responsible, where Shopville steps in, and how issue resolution works when something needs review.
Orders, shipping fees, and tracking can differ by seller. Our FAQ makes that logic explicit so the checkout experience feels predictable.
If you still need help after reading, we point you to the right next step instead of leaving you to guess which page or person to contact.
Shopville is a curated multi-seller marketplace built for independent sellers and thoughtful brands. Each seller manages their own catalogue, stock, dispatch timelines, and shop policies, while Shopville provides the shared storefront, secure checkout, order coordination, and customer support layer.
That means you get the variety and personality of buying directly from sellers, with the added clarity of a single browsing and checkout experience.
Yes. You can add products from multiple sellers into a single cart and complete one secure checkout. Shopville then splits the order behind the scenes by seller so each seller can prepare and ship its own items accurately.
Because Shopville is a true marketplace, sellers usually ship from different locations and on different timelines. Items from one seller may arrive together, while items from other sellers may arrive separately.
We surface this clearly during checkout so there are no surprises about split deliveries or per-seller shipping charges.
If the seller has not started processing the order yet, cancellation or edits may still be possible. Custom, made-to-order, or personalised products usually move into production quickly, so change windows are often short.
The best next step is to review the order in your account and contact support promptly if you need help. For platform-level guidance, see our Returns & Refunds page.
We are building Shopville as a quality-first marketplace, not an open catalogue. We look for originality, clear product presentation, reliable fulfilment intent, and a fit with the marketplace standards we want customers to trust.
Since Shopville is still a new platform, our curation is intentionally hands-on. That helps us keep the marketplace focused and reduce the noise that often appears on larger platforms.
Sellers are expected to describe products honestly, use representative imagery, disclose key materials or production details, and state realistic dispatch timelines. We also maintain marketplace policies around originality, prohibited goods, and listing quality.
Sellers remain responsible for their inventory, product quality, packaging, and dispatch. Shopville provides the platform infrastructure, payment flow, customer communication layer, and support escalation process.
In practice, that means we do not replace the seller’s operational responsibility, but we do help customers resolve issues when something goes wrong.
Shipping is calculated per seller rather than as a single platform-wide flat fee. This is the fairest way to reflect real fulfilment, because each seller may ship from a different origin with different package sizes, delivery commitments, or free-shipping thresholds.
Checkout shows a clear breakdown so you can understand exactly what each seller is charging.
Delivery timing depends on two stages: the seller’s processing time and the courier transit time. Ready-to-ship products tend to move quickly, while made-to-order or personalised items may need additional preparation time before dispatch.
The most relevant estimate is always the one shown on the product page and at checkout for that seller’s items.
Once a seller marks an order as shipped, tracking details appear in your order history and are usually also shared through your order notifications. If your checkout includes multiple sellers, you may see multiple tracking updates.
You can review your active orders anytime from your order history.
Delays can happen because of courier slowdowns, weather, remote-area routing, festival demand, or seller-side production issues. When a delay is significant, the seller is expected to communicate clearly and update the buyer.
If you are not getting the clarity you need, our support team can help review the order status and next steps.
Returns are shaped by both marketplace rules and the nature of the product you bought. Eligible products can usually be requested for return within the policy window, while personalised, custom, perishable, intimate, or final-sale items may be non-returnable.
We explain the broader process on the Returns & Refunds page, and product-specific details should be visible before you buy.
Please report the issue as soon as possible and include photos of the product, packaging, and shipping label if relevant. This helps us and the seller assess whether the right outcome is a replacement, refund, partial adjustment, or return.
Refund timing depends on the issue type and payment provider. Once a refund is approved and processed, the funds usually return to the original payment method within the normal banking cycle.
We always prefer to keep customers informed about the stage of the resolution rather than leaving the status unclear.
Yes. Payments are processed through secure payment infrastructure, and Shopville does not rely on sellers to collect card details directly from buyers. That is a core part of how we build trust in a marketplace setting.
Buyers can pay in one place while sellers receive only the information needed to fulfil the order, not your full payment credentials.
Sometimes a payment can be authorised while the final order confirmation is still being reconciled. Please wait a short while and check your orders page and inbox first.
If the order still does not appear, contact us with the payment reference, approximate amount, and the email or phone number used during checkout so we can investigate.
Sellers receive the information necessary to fulfil and support the order, such as the buyer’s name, delivery address, ordered items, and relevant order notes. They should not need access to your full payment details to do their job.
For more detail about account data, please review the Privacy Policy.
If your question is about a live order, the fastest path is to share the order reference and a short summary of the issue. If you are exploring the marketplace more broadly, our policy and contact pages will point you in the right direction.