Parcel Up (Taobao FOCUS) provides services to buy items from Taobao.com following individual customer order instructions.
It should be understood that the responsibility for selecting items from Taobao and providing instructions for the purchase lies entirely on the customer.
We are not responsible for the quality and conformity of the items’ descriptions and photos provided by the seller. So, you should choose items from sellers with a good rating, a high volume of sales, and an optimal price. You can find additional information here: choose items on taobao.com.
Upon receipt of items at our warehouse, Parcel Up (Taobao FOCUS) checks the quality of the goods and compliance with your order instructions with the size, color, and configuration of received items. Note: Items quality is checked only for visual defects. We do not check item material and its texture, as well as we do not check the operation of electronic goods due to a lack of technical expertise and inability to perform such tests.
Exchange or return of items is only possible before the order is shipped from China.
During order purchasing, we are responsible for:
We guarantee that the goods will be purchased only following the link you provide in order and corresponding to your order instructions. Purchasing occurs within 24 hours from confirmation of the first payment, provided that the Taobao seller is reachable online and can confirm that the item is available.
During order purchasing, we are not responsible:
When you do not specify the exact color, size, or configuration of the product.
When you buy Taobao items without specifying the standard size and providing us with individual personal sizes to help you choose the right size. In such cases, the Taobao seller is responsible for the size selection.
Also, we can not guarantee the performance of Taobao sellers and their actions, such as the inability to deliver items, delay in items delivery, or the seller committing an error while shipping your order.
If the seller sent the wrong item, we will immediately exchange it for the right one. If there is a seller’s mistake, the Taobao seller should bear the cost of delivery to exchange the wrong items. Items exchange can last 7 days, but sometimes it may take longer. Exchange or return of items follows the rules and policy of taobao.com and Taobao sellers. We cannot in any way affect the speed of this process.
If the seller does not offer items exchange/return, our procurement department will request you to confirm the purchase of such goods and to communicate that you understand that if any issues with the item, it cannot be exchanged or returned. You will also have the option to cancel the item before buying it.
If the buyer has ordered the wrong item, then there will be an exchange of the item at our expense.
If you see in the photo items which does not comply with your order request, you should use the appropriate function near the corresponding item on your order page, where you can specify the issue and tell us what you wish to do with the items (exchange or return) and indicate the reason. We will contact the seller to discuss the possibility of an item exchange or return.
If the seller agrees, item exchange/refund will take place according to taobao.com policy and the rules set by Taobao seller, including the cost of delivery and amount of payment for compensation for items in case of return (for example, some sellers pay for shipping, while others accept exchange only in case if buyer bears delivery costs; also some seller may not return the full amount for returned items). We should respect the rules set by the seller.
Note: In most cases, if items do not correspond with what we have bought from the seller, they can be exchanged or returned within 7 days from the date of purchase. Please frequently check your order status, and as soon as there are photos of your Taobao order – immediately check that everything is correct.
If you want to return or exchange items for personal reasons, we will contact the seller to discuss such a possibility. Shipping costs for item return will be at your expense if exchange the item – also add the delivery to our warehouse.
In any case, when items are returned to the Taobao seller, our commission for such items will not be returned.
All information about items’ exchange or return is provided on your order page.