Help Centre

Things you buy from different shops in China arrive separately at our China warehouse, where we combine them into one shipment to Italy – much cheaper than sending each parcel by international courier. Suppliers can also deliver whole cartons straight to the warehouse and we ship them.

Register in My account with your email, then enter the 6-digit code we send to verify it. You can pre-alert parcels and request packing only after verifying. Your customer code and the China warehouse address are shown on your account home page.

Use the China warehouse address shown on your account home page, and copy the whole recipient line given there (it includes your customer code). Without the customer code the warehouse can’t tell whose parcel it is.

With a pre-alert the parcel is matched to your account as soon as it arrives. Parcels with no customer code and no pre-alert become “unnamed parcels”: you can claim them in your account and, once checked, they are added to it.

The warehouse weighs and photographs it on arrival: the weight and photos appear in your account and we send you an email (you can turn it off under “Notification emails” on the “Account” page of your account). Photos stay available for 180 days after shipping.

Storage is free for 30 days after arrival; after that the fee is CNY 1 per parcel per day. After you request packing and we invoice you, please pay within 7 days – after that, storage days keep counting.

If you have not requested shipping or a return 60 days after arrival, we remind you by email; if it is still not handled 90 days after arrival and at least 10 days after the final reminder, under our terms it is treated as abandoned and we may dispose of it (for example by destruction or donation); it cannot be recovered afterwards. Unclaimed unidentified parcels are treated the same way after 30 days.

In your account open “Request packing”, tick the parcels in stock to ship together, choose a line and an address, fill in the declaration and submit. After packing and weighing we invoice you and ship once you have paid.

We currently offer: Inspection with photos CNY 10/parcel, Reinforced packing CNY 10/carton, Remove original packaging CNY 5/parcel. Packing services are chosen when you request packing; services for a single parcel are requested from that parcel in your account.

Declare the description, material, use and value truthfully – no vague entries such as “household items” or “gifts”. On the Air Economy, Truck and Rail lines the declared value may not exceed €150 (per carton); above that, choose Air Express or Sea.

Not allowed: loose batteries, power banks, flammable or explosive goods, knives and weapons, prescription drugs, white powders, alcohol, fresh meat, counterfeit goods, e-cigarettes and anything else prohibited by law. Cosmetics, food, supplements and battery-powered products are sensitive goods with dedicated lines – just choose a sensitive-goods line when you request packing.

The chargeable weight is the greater of actual weight and volumetric weight (length × width × height ÷ the line’s divisor); up to 10 kg it is rounded up to 0.5 kg, above 10 kg to the whole kg. Enter each carton’s weight and size in the calculator on the Rates page for an estimate; the warehouse’s actual weighing and measuring is final.

Yes. Prices include handling in China, international transport, export, customs clearance, duties and VAT, and final delivery, with no surcharges for private addresses or product type. Extra courier charges (remote areas, heavy or long cartons) are listed in the terms on the Rates page; costs from a second clearance or customs inspection in the destination country are paid by the recipient.

After invoicing you pay in your account by bank transfer (in renminbi or euros), Alipay, WeChat Pay and, once available, by card online; the methods shown in your account apply. Euro and other foreign-currency prices on the site are for reference only – the renminbi invoice is final. We ship once payment is confirmed.

Your balance can only be used to pay for our shipping and services and cannot be refunded in cash.

Each line’s reference transit time is on the Rates page. It counts from arrival in Europe until the parcel is ready for delivery and excludes customs inspections, flight delays, strikes, holidays and other force majeure.

The order details in your account show the full tracking history; you can also enter the shipment number on the Track page.

For loss before the courier has scanned it in, we pay CNY 40/kg for air, CNY 25/kg for truck and rail and CNY 20/kg for sea, plus a refund of the shipping charge. After the courier scan we help you claim under the courier’s rules. For valuable goods we recommend insurance.

Before packing you can cancel it yourself in your account; for orders already packed or invoiced, please contact us.

Yes, parcels in stock can be returned from your account. We first send you a quote (domestic courier plus a handling fee of CNY 30 per shipment) and ship once you have paid.