Hi, how can we help?

Who is eligible for flag redemption?

The National Flag redemption is available to the first 400,000 users who complete a successful redemption. Redemption is strictly limited to: (1) Singapore Citizens and Permanent Residents, and (2) One redemption per household (based on your registered address in Singpass). 

Can I appeal if I am not eligible for the flag redemption?

Users deemed ineligible may submit up to 1 appeal per user. However, please note that the appeal process will perform the same eligibility checks: (1) You are a Singapore Citizen or Permanent resident, and (2) No one from your registered household has redeemed the flag. 

If you meet these criteria but were marked ineligible, we encourage you to submit an appeal for review.

How long do I have to wait for my appeal result? 

Please allow 2-3 working days for us to process your appeal. Once the review is complete, you will be notified of the result via push notification.

I meet the eligibility criteria, but I am still unable to redeem the Flag. Why? 

If you previously raised an In-transit Return/ Refund (ITRR) request or a Return/ Refund request for the National Flag order, you will have to wait for the request to be approved before you are eligible for redemption again. 

If you need further assistance, please contact our Customer Support team.

2 Redemption

How do I redeem the NDP flag?

Go to the NDP microsite and click on ‘Redeem Now’. You will be brought to the eKYC page to complete user verification. Upon completion of the verification process, you will be brought to the checkout page for flag redemption. 

How to perform user verification?

User verification can only be done via Singpass. On the e-KYC page, click ‘Retrieve Myinfo with Singpass’ to proceed. 

Why do I need to perform user verification?

User verification is required to confirm that you meet the eligibility criteria for flag redemption.

Am I able to cancel my redemption? 

Once you have redeemed the National flag, you will not be allowed to cancel your redemption. Users who cancel their orders will not be eligible for another redemption.

3 Delivery

Can I change my delivery address or delivery method?

Once redemption is completed, changes to the delivery address or delivery method (e.g. doorstep vs. self-collection are not allowed, as the delivery process is automatically arranged to ensure timely and efficient order fulfillment.

If changes are necessary, you may raise a In-Transit Return/ Refund (ITRR) request to cancel the order, allowing you to re-redeem using your updated address or preferred delivery method. 

Can I schedule the date and time of delivery of my order?

We are unable to support the scheduling of specific delivery dates and times at the moment. If possible, please be available or arrange for someone else to collect your parcel at the collection point/ be present at your delivery address around the estimated date of delivery. Read more about tracking your order’s shipping updates here. 

However, if changes are necessary, you may raise an In-Transit Return/ Refund (ITRR) request to cancel the order, allowing you to re-redeem at a later date. 

I did not receive my parcel, but the order status is marked as “Delivered”. What should I do?

We apologise for the inconvenience caused. Please submit a Return/Refund request via the Shopee app within 15 days from the date the order status was marked as “Delivered”, selecting “Parcel not delivered” as the reason. You may proceed to redeem the flag again once your request has been approved. 

Click here for a step-by-step guide on how to raise a return/ refund request.

What happens if I forgot to pick up my order from the self-collection point?

Once the parcel has arrived at your chosen collection point, you have 3 days to collect your parcel. If the parcel is not collected within this timeframe, the delivery will be considered complete and the user will not be eligible for another redemption.