- Disputes submitted can be divided into 2 types:
- 1. If the package is not received:
- 1) Tracking number is invalid.
- If a third party fails to track a package via an online tracking system provided by the carrier, we will take full responsibility and made full refund to buyer.
- 2) The package is held at the customs.
- If the item is retained for reasons bearing to authenticity, the seller is responsible for the refund and has to pay all the related costs.
If the item is at customs because the buyer has not paid the related custom duties, or obtained the necessary import license, it is the buyer's responsibility to pay the customs duties and all related costs.
- 3) The package is returned.
- If there is a mistake in the address provided by the buyer, the buyer is responsible for the shipping fees and related costs.
If the seller misspelled the address, we are responsible for paying shipping fees and related costs.
- 2. The received item isn't what you expected.
- After the dispute happen, and buyer asked full refund, the buyer (and the seller if necessary) is/are required to provide effective proof including copies of shipping document of the shipped back goods within 3 business days. when the back item received, we send full refund to buyer.
