Package return, re-export, product return to US store, compensation, and support requests.
The rules depend on the shipping method.
Universal and Econom shipping methods. The carrier stores the package for 15 days. Unclaimed packages are returned to our logistics hub in Europe, from where they can be re-shipped. Returning to the US is not possible; re-shipping is only available to Russia. Re-export and re-shipping are paid services. If you decline re-shipping, the package will be disposed of, with the disposal fee equal to the re-export fee. The recipient and delivery address can be changed within Russia for an additional fee. Changes to declaration data are not possible.
CDEK shipping methods (Superfast, Fastbox, Express).
If the package is not picked up from the parcel locker on time, it is moved to the nearest pickup point — please check the exact address with support. CDEK shipping methods do not offer re-export: if the package is unclaimed and paid extension is not arranged within 5 days after the storage period ends, it will be disposed of. Disposal is free of charge.
USPS, FedEx, DHL shipping methods.
Re-export is paid separately.
When a package is returned and becomes available for re-shipping, we will message you in a ticket and specify the cost of re-export, re-shipping, and any possible additional actions. The re-processing deadlines are tight and set by our logistics team — it's important not to miss our ticket, provide the necessary information on time, and pay for the service.
Re-export is the return of a parcel to our logistics hub in Europe or to the warehouse in the USA (only for USPS, FedEx, DHL) when the customs of the recipient country did not clear it (prohibited item, exceeding the duty-free import limit, error in the declaration, etc.) or the parcel was not picked up in time and the storage period at the post office expired.
The re-export period is usually 2–6 months, in some cases up to six months, depending on the carrier and the country. The period is determined by the logistics companies, and we cannot speed it up.
First of all, it's important for the recipient to independently track the delivery stages of USPS, FedEx, and DHL packages.
USPS tariff. If the package is returned to the warehouse (the reason is usually indicated on the shipping label), the cost of the original shipment is not refunded. The package is added to your personal account as a new incoming one. Two reshipment options are available:
FedEx and DHL tariffs. The original shipping cost is not refunded. You need to track the package's return on your own and periodically check in the ticket whether it has arrived at the warehouse. Re-export is a paid service; the invoice is issued by the logistics team 1–2 months after the physical return of the package to the warehouse. After the invoice is paid, we add the package to your personal account, and it can be re-registered for shipment. It's impossible to add the package to your personal account before the re-export is paid.
When a package is returned to the warehouse in the USA, you receive a notification in your personal account and by email (automatically for USPS; for other tariffs, it's better to track on your own). Available actions:
Yes. Once the package arrives at the US warehouse after re-export, you can specify a recipient address in any country we ship to. The cost is recalculated according to the rate of the selected country.
Any type of insurance is lost upon re-export.
The insured value of the parcel is retained until the parcel receives the status of being sent for return — insurance no longer applies while in transit during the return. If the parcel is disposed of, the insured amount is not returned to the balance.
Returns are only possible for self-purchased items. Goods bought by our operators through the buyout service cannot be returned to the store — only in case of obvious defects or discrepancies.
If the item is still at our US warehouse and hasn't been shipped in a package, a return is possible. You'll need a return label from the store or a return address.
Our return fee is $10.
If the store provided a prepaid return label, you only pay our fee. If there's no label, we can help generate one: we'll need the full return address (recipient, address, ZIP code, phone, email). In this case, the cost includes our fee plus the US shipping cost — it's calculated individually and depends on the delivery address and package dimensions.
The service is paid from your balance in your personal account.
Deadlines depend on the store. As a rule — up to 30 days from the moment of purchase. The client arranges the return directly with the store, since the purchase is personal and we cannot know in advance whether the return window has closed and whether a return is possible in a specific case (defect, wrong size, didn't like it, no longer needed).
If the store's return window has already closed, we won't be able to process the return.
The store refunds money directly to your bank card or the payment method you used. It doesn't come to your balance with us.
The timeframe is usually 3–14 days after the store receives the return. If the store hasn't refunded the money within this period, contact their support — we can't influence this.
Yes, if the return window allows it. You can ship the item back to our US warehouse at your own expense, and from our warehouse we will process the return to the store according to standard rules and with our commission. For shipping from Russia to the US, we recommend Russian Post or Boxberry.
We recommend using the "item photo" service upon receipt to make sure the store sent the correct item of proper quality.
If needed:
If the item was damaged during transportation (and not at the time of purchase) — see the "Refunds and Compensation" section above.
If your balance was charged for a service you didn't order or that wasn't provided (for example, a storage fee despite timely shipping payment, express handling instead of standard handling, or additional services), create a ticket with the subject "Refund" and specify:
We'll review the charge and refund it to your balance within 1–3 business days.
Balance withdrawal is available through the "Balance withdrawal" section in your personal account.
Withdrawal is made using the same method by which the balance was topped up (to the same card or wallet).
Fee:
Yes, if insurance is purchased (it's included automatically on most tariffs).
You must:
Without an official report from the postal or courier service, it is impossible to file and receive an insurance payout.
Procedure:
Timeframes:
If you made the purchase yourself — there's no need to contact us, the issue is resolved directly with the store.
If the order was placed through our buyer or operator — create a ticket with the subject "Return", describe the nature of the claim and attach photos and videos.
Response time (business hours, MSK):
If the matter is urgent (the store's return window is closing, perishable contents) — add the "URGENT" tag to the subject.
Payment methods:
Carriers:
