When something goes wrong
Returns and problems
Most problems are caught at our warehouse, before the parcel leaves China. That is when returns are quick and cheap, so we check every item and show you photos.
At our warehouse: the right time to fix things
Every item gets 3 photos: the whole item, details, and the label or size tag. Look at them carefully. If something is wrong, you choose:
| Problem | What we do | Cost to you |
|---|---|---|
| Wrong item, colour or size sent by the seller | Exchange or full refund from the seller | Nothing; the seller pays |
| Damaged or faulty | Exchange or full refund from the seller | Nothing; the seller pays |
| Not as described (fabric, finish, clearly different) | We negotiate exchange, refund or partial refund | Usually nothing |
| You changed your mind or ordered the wrong size | Return or exchange if the seller allows it | Seller's return shipping, usually ¥10–15 |
Refunds are paid back to you in US dollars at the rate of your original order. Our service fee on a fully refunded item is refunded too when the seller was at fault.
Things we can't promise
- Exact colour. Screens and studio lighting differ. We photograph in daylight and tell you if the colour looks clearly different.
- Fit. We compare your measurements with the seller's size chart, but cuts vary. Ask us before buying if you are between sizes.
- Pre-orders. Delivery dates are set by the seller and sometimes slip. We chase the seller and keep you informed.
- Delays in transit or at customs once the parcel has left China.
After delivery
If a parcel arrives damaged, photograph the box and items before throwing anything away and send the photos to us within 7 days. We file a claim with the carrier. If a parcel is lost, we open an investigation with the line and pass on any compensation the line pays.
Questions
What if the item is fine but I don't like it?
Many Taobao sellers accept returns within 7 days for unused items, but not all, and not for custom or clearance items. If the seller accepts, you pay the seller's return shipping, usually ¥10–15.
Can I return something after it reaches my country?
Sending items back to China is expensive and slow, so we avoid it. If an item was faulty and we missed it in the photos, we work out a refund or partial refund with the seller where possible.
How long does a refund take?
Sellers refund after they receive the return, usually within 3–7 days. We pay you back by the method you used.