Confirm location and reason first
Save the parcel number, return tracking and carrier notice. Ask whether the issue arose before export from China, during destination clearance or at final delivery. Returned to sender does not establish that the warehouse has received the goods.
Write down the stated cause rather than guessing from the latest scan. If clearance is involved, gather the documents described in the customs guide.
Know which return handling applies
| Return type | What happens next |
|---|---|
| Within China after security or packaging checks | Once received back and made compliant, a qualifying parcel may be dispatched again without an additional reshipping charge. Ask support to confirm eligibility and the required changes. |
| From the destination country | The original international freight is not refunded and a new dispatch requires payment. Confirm receipt, the return reason and the new quote. |
Do not apply domestic-return handling to a destination-country case. Insurance, if purchased, needs a separate check of cover, evidence and claim conditions.
Correct the cause before another dispatch
- Address issue: confirm name, street, postcode, phone number and any missing delivery detail.
- Failed delivery: check the carrier’s reason and recipient availability.
- Customs rejection: establish whether the goods or documents can meet the requirements before choosing another line.
- Packaging or damage: obtain photos and agree on the necessary packing changes.
Review a new shipping quote for the corrected parcel. Reusing the previous route without resolving the cause may leave the problem unchanged.
Send one complete support enquiry
Parcel [number], return started [date]. Tracking states [reason]. Please confirm its current location, whether it has arrived back, the required correction and the full cost of reshipment. Correct recipient details: [details].
Keep the reply, tracking and any revised quote together. A transport return does not automatically refund the products. For a seller return, follow the returns and refunds process separately.