Follow an order from start to finish. At each step, choose what happens and see what it means for you.
Show all steps
You place your order
You choose your goods and tick the Buying Agency Authorisation. With it, you appoint us as your buying agent: we purchase the goods on your behalf and in your name from a seller in the origin country, up to the goods amount fixed at checkout. Terms 4.1
Where it is offered for your destination, you can add Shipping Protection at checkout. Terms 13.4
You pay
Your instruction to purchase is issued to our fulfilment partner automatically at the moment your payment is confirmed. For a bank transfer, your payment is confirmed when the transfer reaches our account. Terms 4.2
I have paid the full amount
Your order goes ahead
Your payment is confirmed and your instruction is issued straight away. You can follow every step on your order page. Terms 4.2
I paid less than the total
Partial payment
A small shortfall is covered by us and taken from our service fee: at most €5, and at most a small percentage of the order total set for your store (never more than 5%). If the shortfall is larger, we record a partial payment and tell you the balance. Nothing is purchased until the full amount has arrived. Terms 4.7
I pay the balance in time
Your order goes ahead
As soon as the full amount has arrived, your instruction is issued and your receipt shows both payments.
The balance does not arrive
Order cancelled, full refund
If the balance has not arrived within 72 hours of our notice, the order is cancelled and the amount you paid is refunded in full by the same payment method within 14 days. Terms 4.7
I have not paid yet
Nothing has started
You can cancel at any time at no cost. We send a payment reminder each day for three days; an order that is still unpaid 96 hours after it was placed is cancelled automatically. Terms 4.3
I want to cancel after paying
Cancelling after payment
Before the goods are purchased: we stop the purchase where we still can and refund everything you paid less the Procurement Initiation Charge of €10, by the same payment method within 14 days. If your instruction has not been issued yet (for example while a payment is still being verified), everything you paid is refunded in full. Terms 4.4
After the goods are purchased: your right to cancel ends, because the goods are yours. Terms 4.5
We purchase the goods on your behalf
Your goods are purchased in your name from the seller in the origin country. Depending on the store, the seller is a licensed local retailer our fulfilment partner buys from, or the licensed supplier that is also our fulfilment partner. From that moment the goods are yours. Terms 2.4 Terms 4.5 Terms 14.1
The price is as authorised
Nothing changes
The goods are purchased at the authorised amount and prepared for dispatch.
The seller's price is lower
You get the difference
The difference is added to your account as store credit. Terms 8.2
The seller's price is higher
You never pay more without your consent
We cover the increase ourselves or, if it is more than we can cover, we ask for your consent before purchasing. We ask by email and wait for your reply, by the date in our email, before purchasing. You may then cancel the affected item free of charge. Terms 8.2
An item is unavailable
You choose
We tell you, and you choose a replacement or a refund of everything paid for that item, including its share of our fee. Please choose by the date in our email. Terms 8.3
Your parcel is dispatched
The fulfilment partner hands your parcel to the postal carrier as the sender, and the customs declaration is made in your name, as the importer. You receive the tracking number. Our service for the order is completed at this point. Terms 10.1 Terms 10.4
On the way: what can happen?
Most parcels simply arrive. These are the other cases and what you can do in each.
It arrives
Arrived
That's it. We hope you enjoy your order, and we would be glad to hear how it went.
Everything is fine
Enjoy your order
Thank you for ordering with us.
Something is wrong with what arrived
Tell us what is wrong
Reply to your order email with a photo, and we look at it straight away.
It is our mistake (wrong item, wrong address entered by us)
We put it right
We re-perform the service at our cost or refund everything you paid, as you choose. Terms 16.2
The packaging, pack size or warning language looks different
Goods of the origin market
Packaging, pack sizes, health-warning language and product versions are those of the origin market and may differ from those sold in your country. The goods are supplied as sold by the seller in the origin country, so this is not a fault. Terms 18.1
Import charges are requested
You pay them in your country
As the importer, you pay any customs duty, tax or carrier handling fee in your country directly to the carrier or customs. These charges are not part of your order total. Terms 11.2
I pay them
Arrived
The carrier hands the parcel over once the charges are paid.
I don't pay or I refuse the parcel
The parcel is sent back
The parcel goes back to the origin country. See “The parcel is returned” for what happens then. Terms 12.2
The parcel is returned
Your goods are held for you
A returned parcel is received and held for you by the fulfilment partner in the origin country. The goods are yours; the seller does not take them back, so a return is not refunded like a shop purchase. You then choose reshipment or resale within the period stated in our notice, which is at least 30 days. Terms 12.1 Terms 12.2
Not refunded on a return: our Buying Agency Service Fee, the original postage and the Fulfilment Handling Fee, because the service was performed. If the return was our error, we reship at our cost or refund everything, as you choose. Terms 12.7 Terms 12.8
Origin customs asks for re-import charges
Pay or abandon
Some origin countries charge tax when goods come back (for example Japanese tobacco tax). We send you the customs assessment, and you choose within the period customs allows, normally 7 days. Terms 12.3
I pay the charges
Released and held for you
We release the parcel when your payment arrives and send you the assessment and our proof of payment. Then you choose reshipment or resale. Terms 12.3
I don't pay or I don't reply
Abandoned to customs
The parcel is not collected and is abandoned to the customs authority, which disposes of it. No credit arises and nothing is refunded. If your payment arrives after that and customs has already disposed of the parcel, we refund that payment to the account it came from. Terms 12.3
Send it to me again
Reshipment
You pay the new postage, the Fulfilment Handling Fee and any re-import charges from the step above before dispatch. An unpaid reshipment is cancelled after 96 hours and your goods stay held. Until the parcel is handed to the carrier you can cancel the reshipment and those amounts are refunded in full. If you had Shipping Protection, it covers the reshipment without a new premium. Terms 12.4 Terms 12.7
Sell it on my behalf
Resale
We resell the goods on your behalf to another customer who orders the same product; where the seller is also our fulfilment partner (RS and MY stores), the resale is completed when the goods go back into its stock. Nothing is credited or refunded until a resale has actually taken place. When it has, you choose store credit equal to the Goods Procurement Cost, or a refund of that amount less a €10 Refund Transfer Charge; if you had Shipping Protection, its premium is added. If you do not choose, store credit applies. Terms 12.5 Terms 12.7
I don't choose anything
Held for resale
If you do not choose within the period in our notice (at least 30 days), the goods are held for resale on your behalf and you receive store credit when they are resold (you may ask for the refund instead until the credit is used). Goods still unsold six months after their return may be disposed of; we tell you before that, and you can ask for reshipment at any time until then. Terms 12.4 Terms 12.5 Terms 12.6
Customs seizes the parcel
Seized by customs
If the customs of your country seizes or destroys the goods, they are not returned. Any appeal is between you, as the importer, and that authority. Please send us the notice; it fixes the date of the loss. Terms 13.1 Terms 13.5
I have Shipping Protection
You choose one remedy
- Replacement: we purchase the same goods again and send them at no further charge.
- Store credit: the Goods Procurement Cost plus the Shipping Protection premium.
- Cash refund: the same amount less a €10 Refund Transfer Charge.
Choose within 30 days after the parcel is treated as undelivered, and in any case within 120 days after dispatch. Shipping Protection provides one remedy per order: a replacement parcel that is itself seized or lost is not covered again. If the original parcel arrives after all, please tell us: store credit is reversed, a cash refund is repayable, and for a replacement you pay its Goods Procurement Cost. Terms 13.4 Terms 13.5
I don't have Shipping Protection
The loss is yours
The goods travel at your risk after dispatch. There is no remedy from us, and any appeal or enquiry is between you and the customs authority or the postal operator of your country. For future orders, Shipping Protection can be added at checkout where it is offered for your destination. Terms 13.1 Terms 13.2
The parcel is lost
Treated as undelivered
A parcel is treated as undelivered when tracking has shown no movement for 30 days, or 60 days after dispatch if it has not arrived, whichever comes first, unless the last event is waiting for you (for example import charges or a collection). An enquiry with the postal operator of your country can only be opened by you, as the recipient. We email you when your parcel is treated as undelivered, and with that email we send the tracking history. Terms 13.2 Terms 13.3
I have Shipping Protection
You choose one remedy
- Replacement: we purchase the same goods again and send them at no further charge.
- Store credit: the Goods Procurement Cost plus the Shipping Protection premium.
- Cash refund: the same amount less a €10 Refund Transfer Charge.
Choose within 30 days after the parcel is treated as undelivered, and in any case within 120 days after dispatch. Shipping Protection provides one remedy per order: a replacement parcel that is itself seized or lost is not covered again. If the original parcel arrives after all, please tell us: store credit is reversed, a cash refund is repayable, and for a replacement you pay its Goods Procurement Cost. Terms 13.4 Terms 13.5
I don't have Shipping Protection
The loss is yours
The goods travel at your risk after dispatch. There is no remedy from us, and any appeal or enquiry is between you and the customs authority or the postal operator of your country. For future orders, Shipping Protection can be added at checkout where it is offered for your destination. Terms 13.1 Terms 13.2
This explains the usual cases in plain words. If anything here differs from the Buying Agency Terms, the Terms apply.
Global
EU Store
ID Store
JP Store
KR Store
MY Store
RS Store
