Delivery policy

From request to dispatch

Each step begins only after the previous one finishes. How long it takes depends on when the goods arrive, when you pay, and the warehouse's dispatch schedule.

1. 1

   Request submitted

   Submitting the form issues your order number (#0001) and a pre-assigned waybill immediately. From then on you can follow the order on its detail screen.

2. 2

   Arrival and check-in

   When the seller's parcel reaches the warehouse it is checked in. We match it to your request using the local tracking number you entered — without it the parcel is stored as an unclaimed arrival and matching takes longer.

3. 3

   Inspection

   We verify quantity, outward condition and order match, and take the photos you asked for. Inspection is not a warranty of performance, authenticity or quality.

4. 4

   Freight confirmed and paid

   Freight is confirmed on the weight measured at the warehouse and a payment notice follows — for air, the basis is the greater of actual and volumetric weight. Packing and dispatch begin only after payment.

5. 5

   Packing

   Once your order moves on to packing, consolidating and splitting bundles is locked — for manual packing, after you check the inbound photos and approve packing; for automatic packing, once the order moves on to packing after inbound. Cancellation is locked once packing counts as started: when the inspection time, the packing time or the measured packed weight is recorded.

6. 6

   Dispatch

   Your parcel goes out on the warehouse's next dispatch for that shipping method. Payments completed after the cut-off move to the following dispatch.

Consolidation rules

Sending several requests in one box saves freight. The unit of a bundle is the order number.

• An order number is issued the moment you submit a request — request A becomes #0001, B becomes #0002, C becomes #0003.
• Consolidation does not create a new number; it ties existing numbers together. Merge #0001 and #0002 and the lowest number, #0001, becomes the representative.
• Split a bundle and each request goes back to its own original number.
• You can consolidate and split bundles yourself only until the order moves on to packing — for manual packing, until you check the inbound photos and approve packing; for automatic packing, until the order moves on to packing after inbound. If you really need a change after that, ask our staff (an additional handling fee applies).
• Orders filed on different sites, orders leaving from different warehouses and orders bound for different countries cannot go in one box.
• Freight for a bundle is charged once, under the representative order number, and once packing is confirmed the same basis applies to every member of the bundle.

Dispatches by shipping method

Dispatch days and the cut-off for requests and payment (warehouse local time) differ by warehouse. Miss the cut-off and your parcel moves to the next dispatch.

Dispatch days are for guidance and do not guarantee a delivery time. Air and ocean schedule changes, customs inspection, holidays and weather can all shift the date.

Carriers

The international leg is handled by the air or ocean forwarder assigned to the route and method. We assign the carrier, and the assignment appears on your order detail once the waybill is issued.

How freight is calculated

• Volumetric weight applies to air freight only. Air uses the greater of actual weight and volumetric weight (length × width × height ÷ the divisor for that warehouse); other shipping methods use the weight measured at the warehouse.
• The final weight is the one measured at the warehouse after packing, and it may differ from the estimate you entered.
• Inspection, packing, customs and other add-on services and storage fees are charged separately from freight. At-cost items are billed at their actual amount once the work is done.
• Freight for a consolidated bundle is charged once, under the representative order number.

Waybills and tracking

• The pre-assigned waybill is issued the moment you submit your request, and the number appears on your order detail right away.
• If a shipment is split into several boxes, each box gets its own waybill and all of them are listed on the order detail.
• Domestic waybills link straight through to the courier's tracking page. For couriers whose tracking link is not confirmed, we show the number only.

Scope of responsibility

Delivery enquiries

For delays, losses or address changes, sending us your order number together with the enquiry is the fastest route.