Refund Policy

Since Parcel Up offers services, we do not issue refunds once the order is completed and all items are sent. As a customer, you are responsible for understanding this upon placing an order at our site.

However, we realize that exceptional circumstances can occur regarding the character of the product you purchase or the delivery of your order.

Therefore, we DO honor requests for a refund for the following reasons:

Order cancellation before purchasing: If you wish to cancel your order soon after you make the first payment, you can request to cancel all items in your order and then cancel the order and ask for a refund directly in the order system. In this case, if sellers shipped no items, we will issue a full refund within three days of the request date;

Order or item cancellation before international shipping: If some or all of the items are purchased and shipped by sellers, you can request to cancel the order or some items only by providing a valid reason for cancellation. Suppose the item meets the characteristics described by the seller and corresponds to your request (color, size, configuration, etc.), and there are no defects. In that case, such an item is not directly eligible for return and refund. We will contact the sellers and discuss the possibility of returning items. We will return the items to the respective sellers upon all sellers’ agreement and get a refund. We will provide the refund  based on the amount of the first payment deducted order commission, 35 RMB additional service fee, and all shipping expenses that occurred during returning items to Taobao sellers;

Non-delivery of order: You might not receive your parcel due to some postal service issues. In this case, we recommend contacting us for assistance. Claims for non-delivery must be submitted within 45 days from the shipping date for EMS and 60 days for Air Mail by contacting online support. If the postal service company approves that the parcel is lost, they will issue a refund, and we will transfer the 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 the customer’s choice, and if we can do so, a replacement of the product can be offered. In case of a mistake of color, size, or configuration, and a refund is requested, the item should be returned to us in new condition with original labeling and packaging at the customer’s expense; otherwise, only a 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 to approve the issues with the item and our mistake. Failure to promptly provide such information may result in a delayed issue resolution. Refusal or failure to provide information will result in your inability to qualify for a refund;

Product not as described: The customer should report such issues to customer service by contacting online support within seven days from the parcel delivery date. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints 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 expectations, standard size difference, false color perception, delivery delay, quality of items purchased from sellers with low ratings, or defects that appear after using the product. We don’t guarantee that the items you order through Parcel Up are error-free, accurate, or complete.

Our Customer Service Team is always eager to assist you and promptly deliver highly professional support. Thank you for using our service.

Online support: Go to Live Chat

Requests for a refund are accepted through online support within one week of order delivery. You should accompany this request with detailed and grounded reasons for applying for a refund. Please make sure your request does not contradict our Terms and Conditions.

We will post the changes on this page if we change our refund policy.