Frequently Asked Questions

Table of Contents

Q: How do I create ticket support for my orders?

A: We are pleased to announce we have opened a new trouble ticket and inquiry system to help ensure reliable communications and timely management of customer service inquires. 

Go to My-Account > Orders > View Order Detail > Then you can start submitting Ticket support for your order.

Q. Will the shipment of packages be affected during the Coronavirus outbreak?

A: As of March 14, we have confirmed that delivery in below countries has been affected:

Saudi Arabia
  • As Seihat, Anak, Qatif, Tarout and Safwa are now on lockdown by the authorities, parcels carried by the logistics channel was not able to be delivered in those cities. You might see the tracking information of your parcel stops at ’item received at OE in the destination country: Shipment picked up by Naqel’ on https://global.cainiao.com/. You are suggested to wait patiently for the delivery to be resumed.
  • You may find your order placed in Feb but tracking information stops at ‘Outbound in sorting center’. Please don’t worry, the logistics status of those packages is supposed to be updated before March 22.
Italy

Currently, no city is closed in Italy, but contactless pickup will be adopted in the ways as follows, you may check your mailbox more frequently.

  • The mail will be stored in the mailbox and signed by the postman
  • If the recipient is not in or refuses to accept the delivery in the mailbox, the postman will leave a notice in the mailbox, the recipient can pick up the mail package from the post office
  • Packages rejected by the recipient will be returned to the sender
Spain
  • As Lgualada、Vilanova del Camí、Santa Margarida de Montbui is now on lockdown by the authorities, packages destined for those cities will not be delivered. The impact is expected to last until March 27. Your package will be held at the Barcelona distribution center until delivery is resumed. You could find the latest tracking information via https://www.correos.es/.
Israel

Due to the flight suspension, the delivery of packages sent after January 10th will likely be delayed by 20 days. If you do not receive your package after the automatic confirmation of receipt, please open a dispute. We will check the package status and further process.

Q: What is the status of the coronavirus outbreak now? Is it under control? Is the country or platform taking action?
A: Thank you for the inquiry, please refer to the official announcement of WHO and other authorities.
Q: Will the order preparation period, the response time, estimated delivery time, and the response time be affected?
A: Due to the Pandemic issue that affects globally, we will make every effort to ensure that you can receive your order as soon as possible. We Appreciate your understanding.
Q: My order has not been shipped yet. I am a bit worried. I want to cancel my order. What should I do?
A: Dear customer, please don’t worry about your shopping. You may refer to the latest clarification of WHO that packages from affected countries are not at risk of contracting Coronaviruses since the virus does not survive long on objects (link available at https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.
Q: I have received my order, but I am a bit worried. I do n’t want it anymore. What should I do?
A: Please don’t worry about your shopping. You may refer to the latest clarification of WHO that packages from affected countries are not at risk of contracting Coronaviruses since the virus does not survive long on objects (link available at https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.