Explore ahlabuy’s After Sales Service, including storage service, refund & returns, live photos & product inspection, and guidelines on non-returnable & non-exchangeable items. We ensure a smooth post-purchase experience with reliable support and clear policies.
Storage service
Ahlabuy offers storage service directly via our ship-for-me service and indirectly via shop-for-me service. Your items or parcels are stored in our China warehouse. You can ship item to our warehouse using your the unqie warehouse address generated by our system.
Refund & Returns
After First-Payment, before Second-Payment:
1. If the item(s) HAVE NOT been purchased, the whole cost of that item can be refunded (including our service fee).
2. If the item(s) HAVE been purchased and was NOT YET SENT OUT. We will try our best to ask the seller to arrange a full refund. If the seller agrees to refund, we will refund the whole cost (excluding our service fee).
3. If the item(s) HAVE been purchased and was ALREADY SENT OUT. We will try our best to ask the seller to arrange a partial refund. If the seller agrees to refund, we will refund the whole cost (excluding our service fee, domestic shipping fee paid by the seller and the domestic shipping fee to send back to the seller).
4. If the item(s) HAVE been purchased but the seller DISAGREE TO REFUND, we will try our best to negotiate a partial refund on behalf of you. but there is no guarantee for the amount of partial refund. However, the chance is super low for this case to happen.
5. If the item(s) are purchased and the live pictures show that the product is not as described or damaged. With concrete evidence, we will request exchange/refund from the seller. In this case, the service fee and domestic shipping fee to send back to the seller has to be deducted from the refund.
After Second-Payment:
1. If there are missing items, please contact us within 72 hours upon receipt of the parcel(s) with a clear photo of the parcel. Once confirmed, we will refund the full cost of the missing items (including the service fee and domestic shipping fee).
2. If items are wrongly purchased(e.g. size, color,etc.), please contact us within 72 hours upon receipt of the parcel(s) and we may arrange exchange or refund depending on the situation. Once confirmed it is our mistake, the wrong item will need to be sent back to us. we will refund the full cost of the wrong item(s).
3. If the parcel is not received /returned due to your local customs( e.g. recipient not paying tax), NO refund is accepted. However, we promise to try our best assisting you to have the parcel passing the customs. P.S. additional international shipping fee has been paid to resend the parcel once the parcel is returned.
4. If the items are physically damaged during shipment, please contact us within 72 hours. Follow up Damaged or missing items.
5. If the parcel is not received due to wrong recipient information or absent of recipient during delivery. All cost will not be refunded.
***Kindly notice ***
Some items don’t accept refund or exchange-
Custom-made items, Pre-order items, 2.Taobao items, Virtual items, Some electronic items,
Deposit and other situation that the seller points out.
Normally, we leave the items remark when confirming, please check the remarks before check out!
Do not meet return&exchange standards
The following factors do not to meet return and exchange standards due to taobao policy:
1. The items exceeded taobao after-sale service deadline.
2. Cosplay related items:
Cosplay related products usually restore anime characters and are handmade products. Therefore, each item may have some changes due to different materials, accessories, etc. These are allowed in cosplay-related products. Most sellers do not accept returns for these reasons. If you use Ahlabuy for the first time or choose a seller for the first time, it is best to contact customer service before purchasing to obtain the seller’s physical image to avoid similar problems.
*Costume
Color shading, correct size label but not fit well, not accurate like the character foto, not ideal material, accessories drop but can fix.
* Wig
Headdress exclude, bad smell, cannot refund after trimmed or styled.
* Prop
Props are all handmade and coloured crafts. The product may exist small defects like bubbles, rough, dyed, slight color fading, cannot refund due to these reasons.
* Shoes
Glue stains.
*Accessories
Some cosplay accessories are gifts, buy first get them first. If order late, the accessories are sold out. Cannot refund due to this reason.
Live Photos and product inspection
Whenever your item arrives, our warehouse staff will check on the superficial status of the product such as quantity, color, size, etc. More importantly, Ahlabuy will take real live pictures of your product. Remember to check all the photos before you pay for the international shipping.