Help Center

Dear Customer:

If your parcel is a valuable item,You can purchase insurance when submitting your order as follows:

At present, the insurance types covered include transportation damage insurance + transportation loss insurance, and the maximum coverage amount is RMB 5,000.

Which damaged products are not covered by compensation

1. If the outer packaging of the product itself is not polluted or damaged, the internal damage of the product does not belong to the scope of protection; for example: eye shadow, loose powder and other products with the characteristic of easy to disperse, are broken or dispersed in the platen, and such as lipstick, fondant, biscuits, etc. , chocolate, candles and other products with high temperature and easy-to-melt properties are not crushed or melted; for special products eye shadow, loose powder, pressed powder, lipstick, candles, gummies, the outer packaging is not polluted or damaged, and no claims will be made; Products such as lipsticks, candles, fudge, and chocolate that are easily melted at high temperature are not suitable for overseas shopping for products that are easily melted, and no claims will be made.
2. The outer packaging of the product such as the carton/carton box is wrinkled or damaged, and the product itself is not damaged, which is not covered by the guarantee.
3. Gifts, samples and other free products presented by the merchants will not be compensated.

Product damage: within the maximum compensation limit, compensation will be made according to the specific loss of the product itself

1. If the product is severely damaged, the product cannot be used, and the full amount will be compensated.
2. Partial damage: compensation will be made according to the actual damage caused by the actual impact of use; for example: pots, pot lids, and kettles have dents due to extrusion, and the compensation will be 10%-20% of the value of the goods; pots (not pot lids) due to If the crack is caused by transportation, 20%-50% will be paid according to the location of the crack and the usage conditions; the handle of the cookware will be broken due to transportation, and the compensation will be 30%-80% of the value of the product.
3. Minor leakage: full compensation for food products (for example: explosion and leakage in tin foil bags of milk powder); non-food products, compensation based on the actual leakage ratio.
4. Pollution: If it cannot be cleaned (such as clothes), and the pollution exceeds 1/5, full compensation will be paid; it will not affect the use after cleaning. The cleaning fee will be paid as appropriate, up to 50% of the actual value of the product. For example: the outer box/outer packaging of the postal package is not damaged, and the cosmetic packaging is not damaged/contaminated, the pressure plate such as eye shadow/powder cake is broken inside, or the products with high-temperature melting characteristics (such as lipstick, candles, gummies, etc.) are in the tube. If the body melts, no compensation will be paid; due to the leakage of the lotion, the powder will be contaminated to the powder in the same package, resulting in the powder being contaminated (both the package and the contents are contaminated) and cannot be used. No compensation will be made if the use of other products is not affected; compensation will be made based on the proportion of the value of the actual payment amount for active products, packaged products, and fully-reduced products.

The outer packaging of the product is damaged

For products used for collections or gifts, the outer packaging of the product or the packaging of the product itself is damaged during transportation. If it does not affect the practicality of the product itself, but affects its own collection or ornamental value, compensation can be made as appropriate. Compensation shall be made according to the impact of the outer packaging on its actual value; the content of compensation shall be subject to the inspection results, and the maximum compensation limit shall not exceed 50% of the value of the goods. For example: the outer packaging of perfume and skin care products, which belong to the carton category and other negative reviews, the soft box packaging is damaged/squeezed/deformed/contaminated, the product itself is not damaged/contaminated, and no compensation is paid; the packaging of lipstick, foundation cream and other products themselves are damaged/squeezed Pressure/deformation, the compensation shall not exceed 5%-15% of the actual value of the goods.

Important tips: Damage insurance only covers the damage of the product during transportation. Any quality problems with the product itself are not covered by claims.

List of materials for claim settlement. You cannot apply for subsidy at the same time for damaged goods and lost items. You can only apply for subsidy for one of them.

Damaged Products

1. The certificate of the value of the goods.
2. Order pic/purchase order sheet/invoice (including item, order number, value details and tracking number).
3. Proof of damagement.
4. Proof issued by the local delivery logistics service provider (including the order number, situation of damagement, signature and date).
5. Photos/videos of damaged goods.
6. Photos of the damaged goods (including the outer package, the overall photo of the product, and the close-up of the damaged part).

Lost Parcels

1. The proof of the value of the goods.
2. Order pic/purchase order sheet/invoice (including item, order number, value details and tracking number).
3. Signature proof of the express company or other proof issued by the logistics service provider (including order number, situation of loss, signature and date).
4. Photos of the damaged goods (including the outer package, the overall photo of the product, and the close-up of the damaged part).
5. Photos/videos of damaged goods.

Description: It is necessary to take a photo of the front of the damaged product, a group photo of the damaged product, and a close-up of the damaged part. The brand logo and product name must clearly show the condition of multiple damaged products (a group photo of the damaged product needs to be taken, which can explain how many damaged products are in a box. If it is bad, you need to take a photo together and take a separate photo. If you have a recent photo of the details of the damaged product, you can take a few more detailed photos, and you can take a close-up photo for the smaller ones).

There are two cases of lost items:

1. The whole package is lost.
2. Part of the goods in the package is lost; the weight of the package when the package is out of the warehouse and the weight chart when the
   package is received must be provided.

If the query of the logistics dynamic shows that the delivery or receipt has been completed, it will not be covered by the loss insurance.