Help Center
Answers,
before
you need them.
Clear guidance for a smoother global journey.
01
Orders & Payment
8 articles
Everything about placing and managing your orders.
How do I place an order?
Send us the product link, or the item details if there's no link, along with size, color and quantity. Our purchase service is completely free — we place the order on your behalf at no extra charge.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, Diners Club, Apple Pay and Google Pay.
Can I change or cancel my order?
Procurement begins one hour after your order is placed. If you need to change or cancel it, please request this within that one-hour window — once procurement has started, changes may no longer be possible.
When will my payment be confirmed?
Payments are confirmed within a few minutes of checkout. You'll see an updated order status and receive a confirmation once it clears.
Why was my payment declined?
Declines are usually due to card limits, incorrect billing details or your bank flagging an international charge. Try again or contact your card issuer, or use an alternative method from our accepted list.
Can I request a price adjustment?
If a price changes before procurement begins, let us know and we'll do our best to accommodate it. Once the one-hour procurement window has passed, the order is locked in at the original price.
Will I be charged in my local currency?
Your card issuer will convert the charge to your local currency at checkout, using their standard exchange rate. We display estimated totals in your selected currency for reference.
How do I get an invoice?
An invoice is generated automatically for every order and is available from your Order History in your account at any time.
02
Warehouse & Inspection
7 articles
Storage, inspection and consolidation in one place.
What happens when my order arrives at the warehouse?
Every parcel is logged, weighed and matched to your order the moment it arrives, then made available in your account for inspection or consolidation.
Do you inspect items?
Yes. Our team checks each item against your order details and flags any visible damage before it's added to your warehouse inventory.
How long can I store my items?
Storage is free for the first 30 days. From day 31 onward, a fee of USD 0.10 per item per day applies until your parcel is shipped.
Can I consolidate multiple orders?
Yes — select the items in your warehouse and request consolidation into a single shipment. Our packing service is CNY 8 per order, helping reduce your overall shipping cost.
How do I request extra photos?
Open the item in your warehouse inventory and select "Request Photos." Our team will send additional images, usually within a few hours.
What if an item is damaged or missing?
Report it from the item's page in your warehouse inventory. Our Compensation & Protection Policy covers items damaged or lost while in our care — see the Returns & Refunds section for full details.
Are there any storage fees?
No fees for the first 30 days. After that, storage is billed at USD 0.10 per item per day until the parcel ships or is disposed of at your request.
03
Shipping & Tracking
8 articles
From China to your door, with clear updates.
What shipping methods are available?
We offer standard and express international shipping. Same-day dispatch applies whenever your parcel is approved and international shipping is paid before 13:00 Saudi Arabia time.
How much is shipping?
Shipping cost depends on weight, volume and destination, and is calculated automatically at checkout before you confirm payment.
How long does shipping take?
Delivery to Saudi Arabia and the UAE takes 5–9 working days. Delivery to Oman, Bahrain, Kuwait and Qatar takes 6–10 working days.
How do I track my package?
Every shipment gets a tracking number visible in your account as soon as it dispatches, updating automatically at each stage of the journey.
What does each tracking status mean?
Statuses range from "Processing" and "Dispatched" through "In Transit" and "Customs Clearance" to "Out for Delivery" and "Delivered." Each one reflects where your parcel is right now.
Can I change my shipping address?
Yes, as long as the parcel hasn't been dispatched yet. Update it from your order details, or contact support if it has already shipped.
Are there any customs fees?
Customs duties, if applicable, are set by the destination country and are the customer's responsibility. We provide accurate documentation to help clearance go smoothly.
What if my package is delayed?
Occasional delays can happen during customs clearance or peak periods. If tracking hasn't updated in a while, reach out and our team will look into it for you.
04
Returns & Refunds
12 articles
Returns, protection and claims made clear.
What items are eligible for return?
Most unused items in their original condition are eligible for return within the request window below. Some items — such as personalized goods, perishables or items flagged non-returnable by the seller — are excluded.
Compensation & Protection Policy. Every order is covered from the moment it's confirmed at our warehouse:
• Items lost or damaged while in our care are fully compensated at their declared purchase value.
• Discrepancies between the item received and the item ordered are corrected at no cost — we'll arrange a replacement, refund or store credit.
• Parcels lost in transit after dispatch are investigated with the carrier and compensated once confirmed.
• Claims must be reported within 7 days of the issue being identified (delivery date for transit loss, warehouse arrival date for warehouse-side issues), with photo evidence where applicable.
• Approved compensation is issued as a refund to your original payment method or as account credit, your choice.
Compensation & Protection Policy. Every order is covered from the moment it's confirmed at our warehouse:
• Items lost or damaged while in our care are fully compensated at their declared purchase value.
• Discrepancies between the item received and the item ordered are corrected at no cost — we'll arrange a replacement, refund or store credit.
• Parcels lost in transit after dispatch are investigated with the carrier and compensated once confirmed.
• Claims must be reported within 7 days of the issue being identified (delivery date for transit loss, warehouse arrival date for warehouse-side issues), with photo evidence where applicable.
• Approved compensation is issued as a refund to your original payment method or as account credit, your choice.
How do I start a return?
Open the order in your account and select "Start a Return." Tell us the reason and attach photos if the item arrived damaged or incorrect.
How long do I have to request a return?
Return requests must be submitted within 14 days of delivery, or within 7 days of identifying an issue covered by our Compensation & Protection Policy.
Who pays for return shipping?
If the return is due to our error — wrong, damaged or defective item — we cover return shipping. For change-of-mind returns, return shipping is the customer's responsibility.
How long does a refund take?
Once your return is received and inspected, refunds are processed within 3–5 business days, plus your bank's standard processing time.
What if I received a defective item?
Report it with photos within 7 days of delivery. It's covered under our Compensation & Protection Policy and you can choose a replacement, refund or store credit.
Can I get a partial refund?
Yes, for orders with multiple items where only some are affected, or for minor issues that don't require a full return — our team will confirm the amount with you first.
How do you handle lost return packages?
If a return package is lost in transit back to us, keep your proof of shipment — we'll open a carrier claim and process your refund once the loss is confirmed.
Will I be refunded for shipping fees?
Original shipping fees are refunded when the return is due to our error. For change-of-mind returns, original shipping fees are non-refundable.
Can I exchange an item?
Exchanges are available for size or color when stock allows. Start a return and select "Exchange" to let us know what you'd like instead.
What if a seller refuses the return?
Our Compensation & Protection Policy applies regardless of the seller's individual return policy for issues on our side — reach out to support and we'll take it from there.
How will I know when my refund is issued?
You'll get a notification and an email the moment your refund is issued, with the amount and expected arrival time in your account.
05
Account & Billing
6 articles
Your profile, payments and account settings.
How do I create an account?
Select "Sign Up," add your email and a password, and verify your email address. You'll be ready to place your first order right away.
Can I update my personal information?
Yes — go to Account Settings to update your name, contact details and shipping addresses at any time.
How do I change my password?
In Account Settings, select "Change Password," enter your current password and choose a new one.
What payment methods can I save?
You can securely save Visa, Mastercard, Discover or Diners Club cards for faster checkout. Apple Pay and Google Pay are available at checkout without needing to be saved.
How do I view my order history?
Your full order history, including invoices and tracking, is available under "My Orders" in your account.
How do I delete my account?
Contact support to request account deletion. We'll confirm any pending orders are complete before permanently removing your data.
