RETURNS and refunds for faulty goods or wrong order fulfilment - enjoyed by shoppers in the United States - often do not apply to overseas customers.

Victoria's Secrets, for one, does not accept returns from or refund its online customers outside the US.

Here's where e-concierges like Globeshopper, Comgateway and vPost come in handy.

As purchases through these companies are considered 'local' - because users have US forwarding addresses - the same policy that applies to US shoppers will also apply to the Singapore customers of Globeshopper, Comgateway and vPost.

All three companies will assist returns without charge if the goods are defective or if the merchant delivered the wrong order.

Customers can make the request via instant messaging on Globeshopper and Comgateway's websites. Users can also send an e-mail on Globeshopper's website and to customerservice@comgateway.com.

vPost's customers can call its hotline 1605 or send an e-mail to vconcierge@vpost. com.sg.

The shipping costs for the return and the re-delivery of goods will be borne by the customers of Globeshopper and Comgateway.

vPost, on the other hand, will subsidise half of the shipping charges associated with the return. This is thanks to a recent change in its policies.

Up until Sept 22, vPost customers had received no help from the service provider on returns and refunds.

However, such help only applies to its virtual concierge customers. Those who bought through its direct-order service called Shop@USA will have to liaise directly with the merchants.

When orders are cancelled, refunds will also be made by the merchants to users' credit cards. The terms and conditions of refunds follow the US merchant's policies, which vary from shop to shop.

This story was first published in The Straits Times Digital Life on 1 Oct 2008.

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