When something goes wrong
After-sales covers receipt issues, failed delivery, abnormal or damaged items, returns, and loss or damage in the warehouse or in international transit. The golden rule: keep your evidence and file a request promptly.
How compensation is decided
The compensation scope depends on:
- Whether it is a warehouse responsibility or an international-logistics responsibility;
- Whether you purchased insurance;
- Whether the parcel followed declaration and line rules — prohibited or restricted items and under-declaration reduce or void claims.
Customs holds, returns & failed delivery
Customs inspection, return-to-sender, failed delivery and lost or damaged parcels are each handled under their own rules. Contact support with your tracking number, order details and any photos to open a claim.