Where to ask, what the words mean, and what has no window
The routes that exist, the shorthand you will meet in community threads, and the nine categories the return guarantee never covers.
Type what you are looking for, in English. Results are product cards you can hand to the agent.
Browse
Looking for goods rather than answers? These categories lead to the catalogue.
Routes
Four ways to reach a person, and what each is for
Picking the wrong route is the usual reason a question goes unanswered for a week.
The agent's own contact page
Orders, balances and parcels all go here. It is the one route with sight of your account, and the one that can act on it. The contact page is the page.
The operator's policy pages
For what the rules actually say. The returns policy and the user agreement are the two that decide almost every dispute, and both are short enough to read in full.
Community threads
For reading other people's experience, not for resolving yours. Community covers what those reports can and cannot tell you.
This site
For the timing arithmetic and for finding which rule covers a situation. No account here, no view of yours, no connection to the warehouse. The source log records the dates and limits of the material used here.
Vocabulary
The shorthand, separated by who uses it
Two of these look official and are not. Mistaking a thread's verdict for a process is how people end up expecting an appeal that was never offered.
| Term | Means | Whose word it is |
|---|---|---|
| Warehoused | The status an order takes when the warehouse checks it in. The 120-hour window starts at the next whole hour. | The operator's. It appears on the order page. |
| QC | Quality check: the photographs taken at check-in. | Both, and the photographs are an operator feature. |
| GL and RL | Green light and red light: a thread's verdict on whether a set of QC photographs looks acceptable. | Community shorthand. No official process attaches to either. |
| Line | A shipping route with its own price, transit time and list of what it refuses to carry. | The operator's. |
| Sensitive goods | Items a parcel may be opened to remove, with consent treated as given: essential oils, care solutions, lubricants, batteries and glue. | The operator's, in the user agreement. |
| Carriage due | Freight the sender did not pay, collected on delivery. On forwarded parcels it is taken from your balance without confirmation. | The operator's. |
Money
What currency this actually happens in
Everything inside the service is priced in Chinese yuan. The service fee on a return was 5 RMB when the policy was captured on 2026-08-04, product prices come from the seller in yuan, and freight is quoted in yuan.
So the rate you get is not one number. It is the operator's conversion when you top up or pay, plus whatever your own card issuer adds, and the two are set by different people on different days. This site publishes neither, because a rate quoted on a guide page is wrong within hours and is wrong in a way that looks authoritative.
The number worth reading is the one on the payment screen before you confirm. If you want to compare, compare the all-in figure there against your card statement afterwards; that is the only comparison that includes both margins.
No window at all
The nine categories the guarantee never covers
Six more categories are returnable only while something physical stays intact, and those are on the spreadsheet page. These nine have no window under any condition.
| Category | As published |
|---|---|
| Made to order or altered | Tailored and custom-made items |
| Tags or packaging removed on request | Items whose packaging, tags or accessories you asked to have taken off |
| Newspapers, magazines, subscriptions | Newspapers and periodicals, including subscribed books |
| Second hand | Second-hand goods |
| Bought outside mainland China | Goods from overseas, Hong Kong and Macao |
| Underwear, socks, leggings | Undergarments |
| Adult products | Adult products |
| Food | Food, with biscuits and candy named as examples |
| Fifteen or more books | Books in quantities of fifteen or more |
Four of the nine describe the seller or the listing rather than the product, which means you can be outside the guarantee before you have chosen a size. Sellers and items is about spotting those first.
Questions
Frequently asked, answered from the policy
Does the Chinese seven-day no-reason return apply?
No. The agreement says those measures are not applicable because the service is entrusted purchasing rather than online commodity selling. What exists instead is the platform seller's guarantee, with a shorter clock and a list of exclusions.
How long do I have, exactly?
120 hours per item, from the next whole hour after it turns Warehoused. Not from the order date, not from despatch, and not pooled across the box. Return budget does the arithmetic for a batch.
Who decides whether an item is faulty?
The seller, in the first instance, and a seller who says there is no fault turns the case into a change of mind, which is the category where you pay. Inspection photographs are what move it back. Inspection covers which ones matter.
Is there a phone number?
Nothing published offers one. The routes that exist are the contact page, the social accounts listed in the site footer, and the community channels carried over from the old brand.
Can this site chase an order for me?
No. It has no access to any account and no relationship with the warehouse. It can tell you which rule applies and which page to raise it on, which is what the routes above are for.