Start the review when the warehouse receives the item
Eligible purchases have a five-day window to request a change-of-mind return or exchange after warehouse receipt and storage. This deadline is tied to receipt at the warehouse. Do not wait until the parcel arrives at your home to check it. Check the timestamp and available action on your order as soon as the item is received.
Review the QC photos, selected colour, size and quantity promptly. If a measurement or view is missing, ask immediately and keep the application deadline in mind. Waiting for extra photos should not be assumed to extend that deadline.
Eligibility depends on the item and seller
A five-day window does not make every item returnable. The seller needs to support the request, and the item generally needs to remain suitable for resale. Common exclusions include custom-made goods, second-hand purchases, intimate items, food and goods whose required seals, tags or packaging have been removed.
Do not authorize packaging removal while you are still deciding whether to keep an item. Check the terms for your exact listing before purchase, especially for personalised versions or goods with sealed packaging. If the option is unclear, get an answer before placing the order.
Separate a change of mind from a seller mistake
State the reason clearly. “I selected the wrong size” is a different case from “the received size does not match the order.” For a mismatch, keep a copy of the selected option and a clear photo of the received label or defect. Ask support to assess responsibility and available remedies.
For a buyer-requested change-of-mind return, the published cost structure includes postage back to the seller, applicable seller-to-warehouse shipping and an RMB 5 service charge. Under that policy, the service charge does not apply when the buyer is not responsible for the problem. Confirm the itemised amount for your case rather than assuming all postage is included or waived.
Submit a clear request and keep the record
- Open the relevant order, check its receipt timestamp and use the available return or exchange action before the deadline.
- State whether you selected the wrong option or received something different from the order.
- Attach the selected option, received label or defect photo, and any comparable measurement.
- For an exchange, name the replacement size or color and ask about availability.
- Save the submitted request and timestamp, then check acceptance, charges and the next required action.
| Case | Useful evidence |
|---|---|
| Wrong ordered option received | The purchased specification and a readable photo of the received label or color. |
| Visible damage or missing contents | A full-item view, focused defect photo, quantity record and packaging where relevant. |
| Measurement discrepancy | The saved chart and a measurement photo taken using the same points and units. |
| Change of mind | Order reference, eligible item condition and the preferred return or replacement option. |
A submitted request is not yet seller acceptance or a completed refund. Check where the refund will be credited and whether a separate withdrawal or payment-processing step is needed.
Resolve the decision before international dispatch
Keep a disputed item out of a consolidated international parcel until you have decided to accept it or the return has been arranged. Once it leaves the warehouse, the practical options and costs change. Do not plan an international return around a warehouse-only return window.
For a problem discovered after delivery, preserve the packaging, order record and clear photographs, then ask about the applicable claim process. In the meantime, watch the storage dates on any other items still waiting at the warehouse.