After-Sales Policy

Last updated: July 2026

Things occasionally go wrong in cross-border shipping. This policy sets out clearly when we reship or refund, so you always know where you stand. Your dedicated account manager handles every case personally.

1. Lost parcels and failed delivery

Failed delivery

• If a parcel can't be delivered because of an incorrect or incomplete address, or an unreachable recipient, it returns to the local processing centre.
• Redelivery must be requested within 7 days with a corrected address in the same country. A redelivery fee applies.
• If a second delivery attempt also fails, the order is closed.

Lost in transit

• If tracking confirms the parcel is lost, we arrange a free reshipment.
• If tracking shows "delivered" but your customer says it never arrived, we'll ask for supporting evidence before reshipping or refunding.

2. Wrong or missing items

• Wrong item (incorrect size, colour or model): send us photos of what arrived plus the shipping label.
• Missing item: send photos of everything that was in the package.
• Once verified, we reship the correct or missing items free of charge, or refund them.

3. Quality issues

If a product arrives damaged or defective, send photo or video evidence from your customer. After a quick check with your account manager, we arrange a free replacement or a refund. Please raise quality claims with your manager before offering your customer a resolution, so we can verify and process it correctly.

4. Custom and private-label products

Because custom items use exclusive designs and materials and can't be resold, they are non-refundable once produced. If a custom product has a genuine quality defect, we provide a free replacement.

5. Long shipping delays

• Orders shipped on Pickoship lanes that exceed the estimated delivery time by 30 days qualify for a reshipment or refund.
• Delays caused by force majeure — natural disasters, strikes, customs holds, war — are outside our control and not covered.
• We can't guarantee delivery to remote areas or P.O. boxes, and after-sales cover doesn't apply to those.

6. Processing times

• Refunds: processed within 7 business days of approval, credited to your Pickoship balance.
• Reshipments: processed within 3 business days, with a new tracking number.

7. When after-sales doesn't apply

• The customer refused delivery or gave an incorrect address.
• The request is made outside the applicable claim window.
• The return is for personal reasons (changed mind, no longer wanted).
• The issue was caused by force majeure.