Orientdig Returns Guide: Refunds, Parcel Returns & Claims

Eligibility & Warehouse Deadline

For eligible no-reason returns or exchanges, submit the request within five days (120 hours) of the status changing to Stored in warehouse. The seller must offer the relevant return policy and the item must meet the seller’s resale requirements.

This is not a return guarantee for every product. Customized, second-hand and certain personal-use or opened products can be excluded. Check the exact listing and obtain confirmation before assuming an item is returnable.

Return or Exchange Request

Use the return or exchange option attached to the order in your account. Identify the item, explain the reason and include photos that show the issue. For an exchange, specify the replacement option.

The agent coordinates with the seller. A request being submitted does not mean the seller has approved it, and a return being sent does not mean the refund is complete.

For an unclear photo or size mismatch, complete the warehouse QC checks so the request identifies the actual problem.

Packaging & Charges

Keep original labels, accessories, seals and packaging intact where required. For sneakers, removing a security clasp or protective sticker can prevent a return under the category’s packaging conditions.

No-reason returns and exchanges can involve domestic delivery and service charges, including the original dispatch cost even if the seller initially offered free shipping. Review the amounts for your request before proceeding.

Refund Status

A Returning status means the item has been sent back with the seller’s consent and the refund is pending. Returned indicates that the return and refund are complete and the funds have been credited to the Orientdig account. Check the account record rather than assuming an automatic refund to your card.

Use the payment and credit records checklist to match the refund entry with the original order.

Delivered-Parcel Problems

For a delivered parcel problem, use the after-sales application on the corresponding parcel. Identify the affected item and describe what happened. Keep the parcel packaging and product photos while the enquiry is open.

Report a problem immediately. The general after-sales page allows refusal after tracking shows receipt more than seven days earlier, but the abnormal-items page lists shorter periods: evidence within two working days for certain damaged-parcel cases and contact within 72 hours for missing, damaged or defective goods. These are not interchangeable waiting periods; confirm the applicable deadline with support as soon as you notice the issue.

Domestic Parcel Returns

A parcel returned after failing a security check inside China follows the domestic parcel-return process. This is a shipping event, separate from sending an unwanted warehouse item back to its seller.

Orientdig distinguishes China Post lines, for which it describes confirmation and free resending, from other shipping methods. For other methods, the original shipping payment is applied toward resending and a difference may be payable. Check the parcel page and confirm the arrangement before expecting another dispatch.

Ask why the check failed and whether the contents or route need to change. Keep the original reference and revised shipping record together. A domestic-return status alone does not mean a seller refund has been approved.

Check the domestic and overseas return status meanings to establish which shipment event the enquiry concerns.

Overseas Parcel Returns

A parcel can be returned after it has left China, for example after an international security issue, an unclear address or a failure to obtain a signature. Orientdig states that the recipient is responsible for the redelivery fee in these cases.

Contact support to establish the parcel’s location and the action needed before requesting redelivery. Confirm recipient details, any unresolved delivery requirement and the new amount payable. Keep the explanation and revised tracking information with the original record.

Do not send a delivered product back expecting an automatic refund. Obtain the relevant return authorization, destination and charge information first. An overseas shipping return does not itself establish a right to return goods to the original seller.

Insurance & Compensation Limits

For insured parcels, Orientdig describes eligible compensation based on actual shipping cost and product value, capped by the insured amount. The covered event and route conditions still matter. Review the insurance selection saved when the parcel was submitted.

The insured-parcel terms exclude situations such as recipient-caused loss, failure to collect the parcel or cooperate with clearance and tax payment, prohibited or restricted contents, and missing evidence. Buying insurance is not an unconditional full-refund promise.

Without parcel insurance, loss or damage is assessed under the compensation standard for the selected route. Apply through after-sales or contact support to establish the applicable standard. Do not assume either that the full order value is covered or that no claim can be made.

For a future shipment, review insurance selection before parcel submission before paying for cover.

Preparing a Claim

Start with the parcel number, tracking history, affected item references and a short account of the event. Keep purchase and shipping payment records, the insurance selection if any, and messages already exchanged with support.

For damage, show the outer packing, shipping label, internal protection and affected product. For missing contents, retain the packing list and photos of what arrived. If a weight discrepancy is apparent, record the parcel weight before opening where possible. Keep original files and packaging until support confirms what it needs.

Ask support to confirm the claim type, evidence and deadline. The insured and uninsured compensation pages also list deadline exclusions tied to seven days after receipt or 45 days after shipment. If delivery is overdue, enquire while it is unresolved rather than waiting indefinitely for a final scan.

Track the claim separately from the shipment: request submitted, extra evidence requested, decision issued and credit received. Keep the outcome and compare the credited amount with the decision.