When all taobao items arrive to our warehouse, order status changes to arrived.
You are provided with the photos of your taobao order, the weight and shipping fee for international shipping of parcel from China to your country.
Items status should be “received at warehouse” and they all should be displayed on the photo which our logistics department provides to you. Sometimes, we do not receive some items, thus, they are cancelled (it happens that the seller provide a wrong tracking number, but actually does not ship the item, or there are some other situations when the item is cancelled after being purchased). In any case, amount for all cancelled items is returned to you and you do not pay commission on cancelled items.
Upon arrival at our warehouse all items go through quality check. We check items only for absence of visual defects. We cannot check items material and performance or operation of electronic items. Also, we cannot guarantee color nuances and sewing quality of clothing and footwear, as well as size match to that you ordered.
You need to check attentively your taobao order photo and double-check whether all items of your order are present in the photo and all items are correct. If something is missing on the photo, wrong color or wrong item, you should inform us by using corresponding function behind every item on your order page (Have issue with this item?). Then we will check the items and fix the issue.
Attention: if you do not submit an issue for any of items before shipping and it is clearly displayed as something wrong, we will not be able to accept the claim after shipping of your order – please pay attention to items before international shipping.
If you want additional photos – this service is paid and costs 35RMB per 1-2 photos. To use this service, you can submit request for each item individually on your order page. If you need a detailed photo report, then the rates negotiated individually based on the number and type of items in your order.
If you need to return or exchange items because of seller’s mistake – we will return/exchange and the domestic shipping fee is on the seller’s charge. If there is no seller’s or our mistake and you want to return or exchange the item, then this service costs 35RMB, and also:
– If you want to return items – you pay additional delivery to the seller: 15RMB per seller
– If you want to exchange items – you pay delivery fee: 30RMB per seller (delivery to seller and return to our warehouse).
Important: The second payment must be done only after the resolving all items issues and recalculation of the total amount for items and services.
After confirmation of the second payment, any reclamations about color, size, quality and other items issues will not be accepted.
All parcels are automatically shipped the next day after confirmation of the second payment. Then within 3 days your order status will change to «shipped» and you will be provided with the tracking number for your parcel.
If you have combined orders – check the information on your orders page and you will find where the payment for international shipping should be done. Notice: second payment for combined orders is done only once (in one of the combined orders, as indicated by the operator).
To make the second payment, please select a convenient way to pay and follow the instructions. The process of the first and the second payment is completely the same. If you have any difficulties with payment, please check the page: Make payment for taobao order.
Attention: if the amount of the second payment is a negative balance, it means that your first payment covers the cost of international shipping and you do not need to make the second payment for delivery. This happens when there are cancelled items in your order or when you initially paid more than the real value of the items ordered.
In this case you need to confirm the shipping of parcel and remaining money will be transferred to your account in order system.
When parcel is shipped, you can track online your parcel from China at the postal services websites or at alternative parcel tracking websites.