FAQ / Terms & Conditions

Last updated: 22 March 2023

These FAQ and Terms & Conditions are applicable to all of my various shopping services. However, there are specific services and issues that are unique to each shopping service, such as service fees, storage periods, and value-added services. To find out more about these unique services, please refer to the specific shopping service page. Please take the time to review the information provided on the shopping service page, as well as this page, before placing your order.

1) Placing an Order

Can I add on new purchases later and still ship everything together?
Absolutely, you can simply email me the add-ons if we already have an open order and are communicating through email. There’s no need to submit the add-ons through the order form.
Can I insure my purchases?

In-house insurance can be purchased for my China, Japan, and Taiwan (Economy) shopping services. To insure your purchases against loss and damage, you will need to pay a small percentage of the value of your purchases.

However, it’s important to note that insurance has certain limitations:

  • Claims for lost packages can only be made if the tracking status shows them as unknown or missing, which can take several months from the time of shipping. You cannot make a claim simply because the package is late or stuck at a certain status for a long time.
  • If you need to make a claim for damage, you will be asked to provide video evidence of the damage before you opened the package.
  • It can be challenging to make claims for damaged packages, as postal services often shift the blame onto others due to the multiple hands involved in the delivery process.
  • If weather conditions are suspected to be the cause of parcel damage, the postal service will most likely not entertain claim requests.
  • Fragile and breakable items are not covered by insurance.

If you still wish to purchase insurance, please let me know when you place your order so that I can make the necessary arrangements.

Can I place orders for pre-order or split-payment listings?

Yes. However, please keep in mind that for split-payment listings or pre-orders that require a down payment to be confirmed and released in advance to the seller, these pre-orders are non-refundable. Additionally, if the release date is delayed, this would not be grounds for cancellation or a refund.

Please note that I do not handle pre-orders that require me to join a messenger group and monitor it for updates and payment requests. These types of orders are typically run by fans who are not professional sellers, and often take months to fulfill as they only start after achieving a minimum number of orders. They may also be sidelined by manufacturers for more mainstream orders. Due to the complexity and effort involved, I regret to inform you that I cannot accept such orders. Instead, I suggest customers look for the final product on Xianyu. There are usually some available as people lose interest in the product or fandom by the time the product is released.

Can you help me search for products?
  • I can help you to search for specific items, but I will require photos/pictures, or as much relevant information as you can provide.
  • I can advise you on some keywords that you can use to do your search.
  • Tip: Taobao has a function that allows you to search by uploading a photo.
  • I have a Xianyu account and, depending on the nature of the product that you’re looking for, I can help you to make want-to-buy listings for free.
  • Please use the Price Quote Request / Contact Form to get in touch.
Do you accept group orders?

Yes. There are two ways we can approach this:

  1. I will handle all orders, payments, and communication with a single group order leader.
  2. I will treat each member’s order as separate, with payment and orders communicated individually. For shipping arrangements, one person will handle payment for all shipping fees. The downside of this method is that even if multiple members are ordering items from the same seller, you won’t be able to benefit from associated discounts or bulk purchases.
How do I obtain product links for Xianyu and Taobao on my mobile device?



Is my personal information safe with you?

I understand that you may have concerns about the safety of your personal information. Rest assured that I take your privacy seriously and will only share your information with the relevant parties involved in processing your order and shipment.

Order-specific information, such as body measurements, will only be shared with the seller to ensure that you receive the correct product. Shipping information will be shared with the postal service/courier and logistics agent responsible for handling your package.

Apart from these necessary disclosures, I will not share your personal information with anyone else. I respect your privacy and will take all necessary measures to ensure that your information is kept secure and confidential.

Is this a pre-order or is it in stock?

Here are some useful terms that may show up in the item name:

定金 / ding金:Downpayment (usually for a pre-order). Usually the listed price will be significantly lower than the actual price.


尾款 / 尾kuan: Remainder payment of a previous pre-order. You can’t purchase it if you did not participate in said preorder.

定做 / 定制: Make to order

现货:In stock

无现货: No available stock (in other words, it must be pre-ordered)

If you’re not sure, just ask me or send your order and I’ll advise you accordingly.

Regarding clothes, what size should I choose?

Standard sizes for Clothing

Standard sizes i.e. S, M, L, XL and One-size only pieces differ for different stores and even different items from the same store. Never assume that just because you usually wear a certain size back home, the same size from the Taobao store will fit you. Size is just a label on Taobao.

The good thing is, the measurements of each size and item will usually be stated in the item’s description in cm. Online translations tend to do a decent job with translating them, but if the seller uses images for the size chart, the translator can’t pick it up, so knowing what the relevant terms are will be helpful. Here are some common ones:

身高: Height
肩宽/肩寬: Shoulder width
胸围/胸圍: Bust
腰围/腰圍: Waist
臀围/臀圍: Hips

衣长/衣長: Length of whole outfit / Length of top
裤长/褲長: Length of pants
裙长/裙長: Length of skirt, may sometimes refer to length of a whole dress too
袖长/袖長: Length of sleeve

男: Male size
女: Female size

All sizes are in cm. Measurements are usually taken by hand and are not 100% accurate. Please allow some room for error.

You should thus find out your own measurements in cm first in order to choose the most fitting size. There are lots of guides on taking your own measurements which apply internationally, so I won’t go into that. If you really need help, feel free to ask.

Standard sizes for shoes

Shoes on Taobao generally take on Chinese sizes, which are very similar to European size, but usually about 0.5 larger. To get an accurate Chinese size for your feet, you will need to measure the length of your sole.

The upper row indicates the Chinese shoe size while the lower row indicates the corresponding length of sole in mm.

However, if the width of your feet tends to give you issues (e.g. if you have wide feet or bunions), you may wish to provide the width of your feet as well so I can check it out on Taobao’s feet size calculator. They have a very good one here but unfortunately you need to be logged in to see it.

Here’s a simple guide to measuring your foot length and width: http://www.wikihow.com/Find-Your-Shoe-Size
Do work with cm/mm instead of inches.

Most of us have one foot slightly larger than the other. Make sure you provide the size of your larger foot unless you don’t mind it being pinched throughout the day.

Some shoes may run large or small. This information may be available in the seller’s description, or in the customers’ reviews.

What items cannot be purchased?
  • Flammable items (including fragrances, alcohol, nail polish, lighter)
  • Precious metals (gold, silver)
  • Cigarettes
  • Fresh food
  • Live animals
  • Plants (includes seeds and flowers)
  • Hazardous products like weapons. Includes props that resemble weapons as well, notably guns and blades.

Please note that certain types of products may be prohibited by specific shipping methods. These products are typically of a sensitive nature, and shipping them through sensitive shipping routes can be considerably more expensive than other methods. If you are concerned about shipping costs, it is advisable to avoid the following types of products in order to avoid limiting your shipping options:

  • Food products, including dried goods and snacks
  • Products containing powder
  • Products containing liquid (e.g. make-up, pens)
  • Products containing magnetic fields and batteries
What measurements should I provide for custom-sized clothes / footwear?

Custom sizes for clothing

If you’re getting your clothing custom-sized, the basic info required by most sellers is as follows:
Height, bust, waist, hips, shoulder width, biological gender.
Provide all measurements in cm.

Sellers may specify the measurements they need, so please follow that as much as possible.

Feel free to use your good judgement and common sense to provide additional information. If the outfit has sleeves, then provide your desired sleeve length. If it’s a top and a skirt, then provide your preferred length of top and length of skirt. If you often find sleeves tight on your arm, you might wish to provide the circumference of your upper arm. And so forth. There is no guarantee that the tailor will use all the measurements that they did not ask for, but if they notice that the clothing may not fit at certain parts, they can inform us.

On the other hand, do not over-complicate measurements. For example, if it’s a simple pair of pants, don’t split it up into parts and provide thigh length, length of calf and whatnot. No tailor will go to that extent to make it so exact to your body unless it’s your personal tailor. Pants length will do. That said, please understand that it is not quite possible to get a 100% exact fit when you have your clothing custom-made online by someone who hasn’t seen you in person. If you’re particular about the fit, you may have to be prepared to have a local tailor adjust your outfit.

For measurement of body parts, do provide your actual body measurements. The tailor will translate this to garment measurements accordingly so you do not have to incorporate a buffer.

Custom sizes for shoes

For boots, you generally need to provide: Physical gender, Chinese shoe size, boot height, circumference of opening in cm. For shoes with no extension beyond the ankle, you’d just need to provide your Chinese shoe size.


2) Costs

How do I determine the domestic shipping fee?

To find the domestic shipping fee for various e-commerce platforms, you need to know that some webstores list it below the product price, while others like Xianyu or Carousell may require you to initiate contact with the seller to find out. In some cases, the domestic postage rates may be published on a different page within the website.

  • If you need estimates for budgeting purposes, here’s what you can expect:
  • Taobao: Usually no more than 15rmb. Many offer free postage these days.
  • Xianyu: Typically no more than 15rmb, but for high-value items, Shunfeng may be used, which can cost around 25rmb. While some Xianyu listings may list the domestic shipping fee as 0 or 包邮, the domestic postage may be charged on delivery, and sellers usually specify 到付 on the product listing, seller bio, or terms & conditions page to indicate this.
  • Singapore: Commercial sellers usually charge between 1.50 SGD –  3 SGD, while non-professional sellers on Carousell may charge between 3.50 and 5 SGD.
  • Japan: Usually ranges between 400 to 800 yen, and may be free with a certain amount of purchase.
  • Taiwan: Usually between 60 to 100 TWD.
  • These are just estimates and it could vary with the location of the seller and type of product.
  • When placing an order, I will select the most economical option that is reliable and trackable.
Some of the listed prices look off. Are there other fees that I should be aware of?

On Taobao, some listings are pre-orders and are only listed at the downpayment price, which might seem quite low. Conversely, some items are listed at very high prices for display purposes only, either to inform people of an upcoming product or to showcase products that are no longer available for sale or pre-order. Additionally, there may be additional costs associated with certain products that are not visible in the listing, such as custom sizing.

Similarly, on Xianyu, not all listings are actual sale listings. If the price appears unreasonably cheap or expensive, it is most likely not the actual price. The terms 收 and 求 are associated with “Want To Buy” listings, while 挂 and 展示 are used for showing off items that are not for sale.

Don’t worry if you are unsure about anything. I will calculate the exact amount you need to pay before confirming your order. If you are unable to commit to a purchase without a clear idea of the total amount payable, you can use the Price Quote Request / Contact Form to get a price quote.

Why do your service fees seem higher compared to other shopping services?

My service fees may appear higher because I work with live exchange rates. Unlike some other shopping services that claim to charge a 5-10% service fees, I do not incorporate hidden fees into inflated currency exchange rates.

Additionally, I’m based in Singapore and provide shopping services in other countries through proxies, which means that my fees are subject to cross-border transaction fees and currency exchange rates.

I understand that transparency is crucial, so I’m upfront about my service fees and what they cover. However, if you feel that my services do not justify the price, you’re welcome to explore other shopping services. I won’t attempt to change your mind or offer discounted service fees because you’ve compared my service fees to others.

3) Ordering Process & Duration

I have a deadline for receiving my items. Can you guarantee delivery by a certain date?

Unfortunately, I cannot guarantee a specific delivery date for your items. As a third-party purchaser, I do not have control over courier services or shops. For made-to-order products, it is important to keep in mind that production time frame estimations given by sellers are generally just that – estimations. They are subject to delays, and even the most reputable of sellers can overshoot promised deadlines for various reasons.

While I cannot guarantee a delivery date, I can ensure that sellers eventually send out your purchase. If necessary, I can also try to ask sellers to cancel your order and provide a refund. However, please understand that I cannot control the actions or decisions of the sellers and cannot guarantee a specific timeline or outcome for refund requests.

What is the expected wait time for in-stock products?

Typically, in-stock purchases will arrive at the warehouse within a week from the date of payment. If there are no issues with the purchase, you will be contacted to confirm your preferred shipping options. Once shipping fees are paid, the package will be shipped within 2 working days.

Overall, the entire process should take no longer than 2 weeks. To ensure optimal efficiency, it is important to respond promptly to any communication from me. Please check your email regularly, especially if you are expecting an urgent purchase.

4) Order Cancellations / Changes

I selected the wrong option for my order. Can I change it?

Changes can be made before I begin purchasing your items. However, after the order has been placed, the decision lies with the seller. If the seller has not yet started making or dispatching the item, it is usually possible to change the order at no additional cost.

However, if the seller has already begun the production process or shipped the item, any changes or returns may incur extra charges. As such, it is important to carefully consider your options before placing your order to avoid additional fees or delays.

I’ve paid, but now I want to cancel my order. Can I?

Cancellation policies vary by seller, but in general, cancellations are only allowed under certain circumstances, including:

  • The item you wish to purchase is out of stock
  • Part of a set is out of stock (e.g., you ordered a dress and matching accessory, but the dress is out of stock)
  • Waiting time is unreasonably extended (subject to the seller’s cancellation policies)
  • The seller sent out a wrong or defective item (the first course of action is to request an exchange, but it may also be possible to cancel the order for legitimate reasons)

If an order is cancelled successfully, please note that payment platform fees, such as those charged by Paypal, Wise, or international bank transfers, are non-refundable. To avoid incurring these fees, you may request to roll over the payment for a future order.

If I only want item A and am adding other items to make the shipping fees worthwhile, can I cancel the entire order if item A is not available?

Please inform me of your intentions when placing the order. I will verify the availability of item A before proceeding with the rest of the order. Some sellers may only check their stock after receiving payment, so I will only process the remaining items after confirming the availability of item A.

In the event that item A is not available, you can choose to cancel the entire order.

Please note that payment platform fees, such as those charged by Paypal, Wise, or international bank transfers, are non-refundable. To avoid incurring these fees, you may request to roll over the payment for a future order

5) Quality Checks & Product Verification

Do you do quality checks?

Yes, we will check for the following:

Quantity: If the seller sends out less than what you ordered, the seller will be asked to send out the missing quantities free of charge. For bulk purchases concerning small items (e.g. buttons), it will not be possible to count everything and achieve a 100% accuracy.

Colour: The general colour of the items will be checked (e.g. blue vs yellow), but not so much the shade of the colour (e.g. turquoise vs cerulean). The lighting when the photo was taken and the difference in calibration of colours on monitors can lead to a slight difference in colours between the actual item and the photo onscreen.

Size: If the item comes with a sizing label, it is possible to check the order against it. If there’s no label, it will not be possible to check it. This applies to custom-sized clothing too.

Design/Style: Where there are multiple designs available, checks will be conducted to ensure the seller sent out the correct design. Marginal differences in design may be missed.

Regarding brand-new and sealed products, some may be opened for further inspection while others may not, depending on the packaging. If you have specific requests regarding whether to extract the product or not, kindly inform me when placing your order. Otherwise, the warehouse personnel will use their discretion. While the warehouse team will exercise caution when handling the product, they will not be held responsible for any missing or damaged parts that may result from unpacking the item.

We do not conduct in-depth checks on the products. If you’re concerned about the product’s condition, you can request photos or videos to conduct your inspection. This add-on service is available for specific shopping services, and you can refer to their respective pages for more information.

However, please note, that in general, for second-hand market places like Xianyu where the sellers are not expected or required to provide professional after-sales service, we will not negotiate with the seller regarding returns or refunds, with the exception of when the item is significantly different than stated, damaged or missing.

We are unable to verify the following:

  • Authenticity of products
  • Functionality
  • Complicated items consisting of multiple parts and accessories: Cue cosplay costumes, props, self-assembled models… we do check that the general appearance and product description on the packaging matches what was ordered, but there’s the possibility of missing or wrong parts that we may not catch on, especially if the parts are small/numerous, or if the seller’s description is vague.
  • Gifts/Freebies, unless it’s a bonus item that you had to pay more for.

Regarding second-hand items:

  • It’s important to keep in mind that sellers on second-hand marketplaces such as Xianyu or Carousell are typically not professionals. As a result, their level of service and product quality may not be the same as that of professional sellers.
  • When you buy second-hand items, you acknowledge that the product won’t be in the same condition as when it was first released, even if the seller claims it’s unused or barely used. Additionally, there could be defects that the seller didn’t notice or didn’t capture in photographs.

    Please only purchase from reputable shops and sellers with good feedback. It will reduce the likelihood of problems with your purchase.

6) Shipping

Can I ship some of my purchases separately? / Can I ship out some of my purchases first?

Sure. If you have multiple items in an order, you are welcome to contact me at any time to request that certain items be shipped first.

How are items packed to ensure safety of my purchases during shipping?

Here is a typical package we ship out. Corrugated cardboard boxes are used, along with bubble wrap, air packets and other fillers to cushion spaces where necessary.

As most couriers charge by volumetric weight over physical weight, attempts will be made to reduce the overall size of the package, while retaining as many of the individual packing boxes that your products arrived in. This is to provide as much protection as possible for your purchases.

All necessary precautions are taken to ensure that packages are professionally packed with the most appropriate materials to minimize the risk of damage during transit. However, despite our best efforts, packages may still arrive with some damage due to challenges in the shipping industry, such as high volumes of packages and limited capacity to handle them, as well as increasingly severe weather conditions.

Please refrain from buying breakables and fragile items to reduce the risk of damage during shipping.

If you have any specific packaging requirements, please inform me in advance.

7) Issues with package

I’m not satisfied with my purchase. Will you compensate me?

I am sorry that you are disappointed with your purchase, but I must clarify that I am not a seller and I do not provide the products or services that you purchase. My role is to purchase items at your request, consolidate them, and ship them to your address based on your instructions.

Therefore, please understand that my responsibilities and actions are limited compared to an actual seller. I do not have control over the quality, accuracy, legality, user-friendliness, or safety of your purchase, as it is provided by the seller that you have chosen. Consequently, I am unable to offer any compensation for your purchase.

My package has arrived! Is there anything I should do before opening my package?

Yes, you should pray to the online shopping Gods that everything arrives well and safe.

Sorry, I couldn’t resist.

In all seriousness, take photos and/or videos of all angles of the package. Please do this regardless whether there are damages to the package. Please video the unboxing process as well. This will serve as important evidence to raise a claim if you have missing or damaged items.

As for opening the package, be careful not to cut too deep with your scissors or knife, as you don’t want to accidentally damage the contents inside.


Some items are missing or damaged. What should I do?

Please contact me immediately if you find that any items are missing from your package. If the package shows no signs of damage or tampering, it is possible that the product was not purchased or shipped out by mistake. I will investigate this further for you.

However, if the package has been damaged or tampered with, it is important to provide video or photo evidence to support your claims or investigation requests. Please refer to my advice on taking videos of the outer package and the unboxing process.

If any items are damaged, please take photographs of the damage. If a part of a set or item is missing, please photograph the parts that you did receive. If there is a sticker label with numbers on it, please photograph it as well. Please do not dispose of the product packaging until the issue is resolved.

Please send all evidence to me with an explanation of the problem, and I will investigate as soon as possible. If there are any issues with your parcel, you must contact me within two weeks of the projected delivery date. Most service providers will not entertain claims requests after this time frame.

The parcel is taking longer than the projected duration to arrive / Tracking status is abnormal

If your parcel is taking longer than the projected duration to arrive, or you notice that the tracking status is abnormal, please reach out to me immediately. I will then contact the courier service to investigate the issue.

For economy shipping services provided by the national postal service i.e. registered air mail, SAL, E-packet/EUB, customer service is often non-existent, and the only available option is usually to wait.

If the tracking shows that your parcel has been signed for, or if the delay is due to issues in the destination country, you should contact your local post office or courier to make inquiries using your tracking number.

It’s also a good idea to check with anyone who may have access to your apartment or lives nearby to see if they accepted the package on your behalf.

It’s important not to wait for the post office to contact you, as I have had cases where packages were returned because the delivery personnel didn’t leave a notice for failed deliveries, and the package was returned after the claim period. Make sure to check the tracking status of your package regularly until you receive it.

There’s a quality problem with my purchase. Can I get a refund / exchange?

If you have a problem with the quality of your purchase, please be aware that the standard protocol for most sellers is to require consumers to send back the replacement product in order to get a refund or replacement. However, this can be difficult for international customers due to the expensive shipping fees and the long duration of overseas shipping. Additionally, most sellers require customers to notify them about any problems as soon as possible after receiving their parcel, but this can also be challenging due to the long shipping time.

If you have missing parts in your purchase, the seller will usually agree to send them for free to the local forwarding warehouse. However, you will need to pay international shipping fees to ship them to you. If it is a small item, you may consider shipping it together with a future order to save on shipping fees.

If you wish to seek compensation for a quality issue, please take clear photos of the problem areas and email them to me. While I will do my best to help you, I cannot guarantee any compensation.

If your question is not answered, you may contact me through this form.