Rejected Claims

Parcel Up is your assistant for purchasing Taobao items and for delivering your order. Consequently, we are not the seller of items, and we cannot be responsible for items provided by sellers on, the largest Chinese marketplace.

Thus, there are situations when we cannot accept the claim. The following are such cases:

— We do not guarantee the time and quality of Taobao sellers’ work and third-party delivery services. The processing time of purchasing and delivering parcels is indicated only for estimation purposes. You can always contact online support to get information about the status of your order.

— Electronic items: We do not check the operation of electronic items, so we can not guarantee their operation and exact configuration. If you have questions about such items, we can help, if possible, exchange them or get instructions from the seller to resolve issues, but if the item should be exchanged, you need to pay all shipping expenses.

A manifestation of defects after product use: A claim will only be accepted if the item is new or unused.

— Discrepancy between the size of the received item and the size declared by the seller: A claim will not be accepted if you do not specify the correct size in your order. Also, we will reject a claim if you request to choose an individual size following your specified parameters. It remains the Taobao seller’s sole responsibility.

— Slight difference of colors: Even if we provide a photo before shipping, the color shades or contrast may still differ from the actual color, particularly for some bright colors, beige, brown, and gray.

— Items purchased from the seller with a low rating (hearts): These items may differ significantly from the seller’s description, making their quality challenging to predict. We recommend that you buy from Taobao sellers with high ratings to avoid unpleasant surprises.

— Items sold at low prices: if the price is much lower than the average from other Taobao sellers. Please consider this information while ordering, and select sellers and items with special attention.

— Parcel damage during shipping of your Taobao order: All claims concerning the integrity of the parcel you should address to courier services upon delivery. Please note that you need to check the integrity of the parcel and its weight upon receipt. If you have questions, immediately submit a claim to the delivery company before signing the receipt of your parcel.

Please note that you must make all claims within seven days from the parcel receipt date.