Since Parcel Up (Taobao FOCUS) is offering services we do not issue refunds once the order is accomplished and all items are sent. As a customer you are responsible for understanding this upon placing order at our site.
However, we realize that exceptional circumstance can take place with regard to the character of the product you purchase or with delivery of order.
Therefore, we DO honor requests for the refund on the following reasons:
order cancellation before purchasing: if you wish to cancel your order soon after you made the first payment, you can request to cancel all items in your order and then cancel all order and ask for refund directly in order system. In this case, if no items were shipped by sellers, full refund will be issued within 3 days of request date;
order or item cancellation before international shipping: if some or all of items are purchased and shipped by sellers, you can request to cancel order or some items only by providing a valid reason for cancellation. If the item meets the characteristics described by seller and corresponds to your request (color, size, configuration, etc.) and there are no defects, such item is not directly eligible for return and refund. We will contact the sellers and discuss the possibility to return items. Upon agreement of all sellers, we will send the items back to respective sellers and get money back from them. The refund will be issued based on amount of first payment deducted order commission, 35RMB additional service fee and all shipping expenses occurred during returning items to taobao sellers;
non-delivery of order: due to some postal service issues you might not receive your parcel. In this case we recommend contact us for assistance. Claims for non-delivery must be submitted within 45 days from shipping date for EMS and 60 days for Air Mail by contacting online support. If postal service company approves that the parcel is lost, they will issue a refund and we transfer refund to your account;
major defects: although all the products are thoroughly checked before shipping, unexpected errors may occur. Such issues must be submitted by contacting online support and sending information for customer service approval. We keep the right to check information about this error or defect within 14 days. If the fact of our mistake is approved, the refund will be issued to the customer, OR, at customer’s choice and if we are able to do so, a replacement of the product can be offered. In case of mistake of color, size or configuration, and refund is requested, item should be returned to us in new condition with original labeling and packaging at customer’s expense; otherwise, only refund of commission for such item is offered. Please be advised that additional information (i.e. photos of items, photos of parcel package, etc.) can be requested by our customer service in order to approve the issues with item and our mistake. Failure to provide such information in a timely manner may result in a delayed resolution of the issue. Refusal or failure to provide information will result in your inability to qualify for a refund;
product not-as-described: such issues should be reported to customer service by contacting online support within 7 days from the date of parcel delivery. Clear evidence must be provided proving that the purchased product is not as it is described on taobao.com website. Complaints which are based merely on the customer’s false expectations or wishes are not honored.
Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on customer’s expectations, standard size difference, false color perception, delivery delay, quality of items purchased from sellers with low rating and defects appeared after using the product. We don’t guarantee that the items you order through Parcel Up (Taobao FOCUS) are error-free, accurate or complete.
Our Customer Service Team is always eager to assist you and deliver highly professional support in a timely manner. Thank you for using our service.
Online support: Go to Live Chat
Requests for a refund are accepted through online support within the period of 1 week after order delivery. You should accompany this request with detailed and grounded reasons why you apply for a refund. Please make sure your request does not contradict our Terms and Conditions.
If we decide to change our refund policy, we will post those changes on this page.