Help Center

If the parcel is lost in the process of transportation because of BuyMall, BuyMall will make the following compensation:

Sea Freight Buy-For-Me
The compensation will be based on the Buy-For-Me price of the goodies, and not more than 3 times the sea freight shipping fee (note: Buy-For-Me fee will not be refunded).。
Entitled to BuyMall Safe+. If the items are lost in the process of transportation because of BuyMall, you will get full compensation from BuyMall! For more information, please click here.

Sea Freight
The compensation will be based on declared price of the goodies, and not more than 3 times the Sea Freight shipping fee.
If you buy insurance, you are entitled to our Safe+. If the items are lost in the process of transportation because of BuyMall, you will get full compensation from BuyMall! For more information, please click here.

* BuyMall are not responsible for damaged items (No matter whether it has wood framing protect), quality issues, damage by rats and other item damage issues, be sure to ask the sellers to provide a better packaging (seal with wooden frames/wrap with foam film).
* If the goodies are bought from our Buy-For-Me service, whereby the seller has sent the wrong items with wrong size or colour, we will provide free service charge for the customers to recover losses from the sellers. The final amount of compensation is up to the sellers, BuyMall will not be responsible for paying the full amount or making up the difference.
* Please note that XianYu ordering has no after-sale service. So, BuyMall will not take any responsibilities on the parcels and fees different once our China warehouse team has received and update the orders into BuyMall system.

Air freight Buy-For-Me
The compensation will be based on Buy-For-Me price of the goodies, and not more than 5 times the air freight shipping fee (note: Buy-For-Me fee will not be refunded).

Air freight Ship-For-Me
The compensation will be based on declared price of the goodies, and not more than 5 times the air freight shipping fee.

* If the air freight sensitive parcels are confiscated by customs, BuyMall will based on declared price of the goodies, and not more than 5 times the air freight shipping fee (please refer here for more about air freight sensitive items, , customers may contact customer service inquiry for insurance to get full product price compensation).
* After receiving the items, it is recommended not to remove the packaging, please weight them and take a photo of them as proof. If the items are damaged or have less components after arriving at the destination, BuyMall will continue to find the missing items. We will send the remaining items to the recipient at once if anything is found.
* Please contact and submit all the necessary documents to our customer service team within 72 working hours after receiving the parcel. Any requests submit after 72 working hours will not be accepted.
* If the loss is confirmed, the customer will be required to submit the purchase voucher of the items, BuyMall will use this voucher as the compensation standard.
* Users will bear the risk of broken parcels or parcels bitten by mice.
* Note: BuyMall will not give compensation if the loss, shortage, damage and delay of the mail in the delivery process is not caused by BuyMall. BuyMall has no liability for indirect losses or realized benefits.