When does the five-day return window start?
Check the order’s stock-in status and timestamp as soon as the item arrives. The return window is calculated from the next whole hour after the status becomes Warehoused. It is a warehouse-stage deadline, rather than five days after you receive an international parcel.
Which warehouse items are eligible for a return?
| Check | Why it matters | What to preserve |
|---|---|---|
| Seller offers the return service | The service depends on seller eligibility and approval. | Listing and order details |
| Item remains suitable for resale | Use, alterations or missing parts can prevent acceptance. | Item, labels and accessories |
| Required seals and packaging remain intact | Some categories have special packaging conditions. | Seals, tags, protective labels and boxes |
| Request is within the warehouse window | Late requests may not be accepted. | Stock-in time and application record |
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Customized products, second-hand goods, intimate clothing, food and seller-designated non-returnable items can be excluded. Cosmetics, perfume and certain sealed goods have additional packaging requirements. Ask before requesting tag removal, unsealing or disposal of accessories if a return might be needed.
How do I submit a warehouse return request?
- Open the relevant order in your personal account page while it is still in Warehoused status.
- Select the available return service and the actual reason for the request.
- Describe the selected size, colour or product and attach relevant images if something is wrong.
- Check the proposed fees, keep sufficient balance where needed and retain the application record.
For a defect or wrong item, identify the mismatch precisely: the order says blue size M, while the received label or image shows black size L, for example. Seller approval is still needed. If the account offers no applicable return control, contact support with the order number before the window expires.
Who pays for a warehouse return?
| Reason | Cost treatment to check | Useful evidence |
|---|---|---|
| Changed mind, ordered the wrong option or exceeded budget | Both domestic postage legs plus CNY 5 service fee can apply. | The item, seller terms and quoted deductions |
| Wrong product, size or colour sent | Ask support to confirm seller responsibility and any payable cost. | Order selection and clear images of the received item |
| Visible defect or damage | Request a review of responsibility before accepting fees. | Close-up and full-item photos, plus packaging if relevant |
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A seller’s original dispatch cost can still be charged on a change-of-mind return even when the listing offered free delivery. For illustration, CNY 8 outbound postage, CNY 10 return postage and the CNY 5 service charge total CNY 23. Those postage amounts are sample figures; check your actual quote before proceeding.
What if the deadline has passed or the item is not eligible?
Describe the issue to support and ask whether the seller will agree to an exception or another resolution. A quality problem should still be documented, but acceptance cannot be assumed. Avoid adding the item to an international parcel while a warehouse return is being resolved.
Keep the return and refund records together
After submitting the request, keep its approval, postage, return tracking and inspection confirmation. These records help identify when payment processing can begin.
Understand refund stages & follow-up