The standard protocol is to require consumers to send back the replacement product in order to get a refund or replacement. Sellers are usually unwilling to cover the expensive international shipping fees. Furthermore, the expectation is that customers should notify the seller about problems as soon as possible after they receive their parcel. Due to the long overseas shipping duration, this is often not possible and by the time the consumer receives the product, the window for problem resolution has closed.
For items with missing parts, the seller will typically consent to send it out for free to the warehouse, but you’d have to ship it with your future shipment, or pay international shipping fees if you ship it out alone.
If you still wish to attempt to get some compensation, please take clear photos of the problem areas and email them to me. I will try my best to help you get some form of compensation, but I can’t guarantee it.
Please be reminded that as stated in my answer on quality checks, we don’t do in-depth quality checks.
For second-hand products, the window of time for problem resolution is even shorter. When you purchase items second-hand, by default, you accept that the product cannot possibly be as new as it was at the time of its release, and there may be small flaws that the seller has missed or failed to photograph. Hence, it’ll be even more challenging to receive compensation from sellers, who may simply be looking to declutter and have no interest in maintaining a commercial reputation for international customers.
For all delivery-related issues, contact your local post office / courier to make inquiries using your tracking number as soon as you can. If your parcel is supposedly signed for, do also check with anyone who might have access to your apartment or lives nearby to see if they signed for your parcel while you were away.
Do not wait for the post office to contact you! I have had returned packages from customers because the postmen don’t leave a notice for failed deliveries and the package was returned after the claim period. Please check the tracking status of your package regularly until you receive it.
Evidence is needed for all claims.
Before you open your parcel:
- Inspect the box first for signs that it has been opened up or damaged.
- Take clear pictures of the sealed openings on the box (that’s usually the top, and bottom of the parcel). Photograph the damages if any.
- Open your package gently. If you’re using a pen knife, do not push it in too deep as you may cut into the contents.
- Snap another top view picture of the layout of the contents in the box
- Check all items as soon as you can.
- If items are damaged, photograph the damage. If a part of a set / item is missing, photograph the parts that you did receive. If there is a sticker label with numbers on it, that is usually the identification label used by the warehouse to identify items, photograph it as well. Do not dispose the product packaging until the case is closed.
- Send all your photos to me with explanations about the problem and I’ll get it looked into as soon as possible.
- If there are problems with your parcel, contact me within 2 weeks from the projected deadline that you are supposed to receive your parcel. Otherwise, I assume that you have safely received your parcel with no problems, and that concludes the end of our transaction.
If the exterior of the package is damaged, and the contents are damaged or missing as a result, I can file a complaint / compensation to the courier company or post office.
If contents are missing, but the parcel is intact, the missing item will be sent out if found, or you will get a refund.
Word of caution: it is generally very difficult to claim for damages and missing parcels from the postal service.
I would like to assure you that all packages are carefully packed, with usage of boxes, bubble-wrap and packing fillers where necessary. Many different people/companies are involved in the shipping process and it is difficult to pinpoint the blame. Even if the claim is successful, if the value of the parcel has been marked down, the compensation amount is very little.
I will do my best to protect your interests, but if I fail to secure a claim for you, please understand that I have tried my best.
Please consider insuring your package or valuable products (available for China and Japan shopping services) if you experienced shipping problems before or your country’s postal service is not very good.
I am not a seller and none of the sellers you choose are my suppliers. I purchase items at your request, consolidate them and ship them to your address according to your instructions.
As such, please understand that my responsibilities and actions are limited compared to an actual seller because the product or service you purchase is not provided by me. I do not have control over, nor am I able to guarantee the quality, accuracy, legality, user-friendliness or safety of your purchase.