GENERAL

Why should I trust Oumaigou?

As a European company registered in Austria we are obligated to comply with the highest level of customer protection regulation worldwide. We only offer high-quality products that we personally belief in and that have proven themselves to be great value. We give our Chinese customers the same level of safety with their purchases that Europeans are used to enjoying.

How are customs handled?

We will declare the value and the content of each parcel for customs. Please check with your domestic customs office if there are any problems with your order.

Can I also order products that are not in the shop?

Yes, just contact us and let us know which products you are looking for. We will source them for you if possible.

SHIPPING

Do You Ship Internationally?

We ship directly from Germany to your doorstep in China, Taiwan, Hong Kong, Singapore, Malaysia, Indonesia or any other place outside the European union you wish to receive the package in.

How Long Will It Take To Get My Package?

The default is standard postal transportation, customs clearance in the form of postal tax, and parcels are sent directly to the consignee by Deutsche Post DHL. The average time from the confirmation of the delivery order to the receipt is 10~20 working days.

How is the parcel sent to China transported? How long can I receive it?

The default is standard postal transportation, customs clearance in the form of postal tax, and parcels are sent directly to the consignee by Deutsche Post DHL. The average time from the confirmation of the delivery order to the receipt is 10~20 working days.

Will the parcel be intercepted by China Customs?

China Customs takes the form of spot check and payment of postal parcels. If the parcels are checked, the aging time will be delayed. The parcels will check the customs and pay the taxes and fees according to the regulations. If the contents of the package exceed the scope of use, it may be returned by the sea pipe. Please ensure that the goods in the package will not exceed the standard. The scope of self-use is as follows (Chinese Customs does not use official regulations for the scope of use for personal use, the following examples are for reference only): The weight of the package is 10 kg or less, and the length, width and height are not more than 70cm*70cm*70cm. If it is durable goods (such as clothing accessories, make-up), do not exceed 5 pieces, do not exceed 10 pieces of consumables (such as personal toiletries), high-value items (such as more than 500 ohms), try to pack and transport them in a single piece, and recommend that you add Transportation insurance, the insurance premium of 500 to 1000 Euro insurance is 14 Euro, and the insurance premium of 1000 to 2000 Euro insurance is 28 Euro (users are not recommended to send more than 2000 Euro)

What is Chiloobal Tax Package Service? I chose the tax package, will the package be detained at the customs?

If you choose the tax package service during the order process and pay 10% of the service fee, once the package is intercepted by China Customs, the time of receiving the package will be delayed. If additional costs are incurred at Customs, Chiloobal will bear the actual fees charged by the Customs Post Office (subject to customs fees), if the processing location and the recipient's address are different, and the additional processing fee of 100 RMB will be compensated. The relevant amount will be converted into Euro and will be refunded to the user's account balance within two weeks. If the value of the goods recognized by the customs charges exceeds the total value of the goods in the package you filled out in the OuMaiGou system, the reimbursement of your customs taxes will be based on the total value of the goods you filled out. If the tax refund service is selected, the customs declaration form must be filled out truthfully. If the tax refund service is not selected, the customs declaration data is provided by the user. The value of the goods recognized by the customs fee exceeds the total value of the goods in the package that you have filled out in the OuMaiGou system. The reimbursement of your customs tax will be based on the total value of the goods you filled out. Prevail. Regardless of whether you choose the tax package service, in order to ensure smooth customs clearance, please ensure that the items in the outbound package are within the scope of personal use.

What if the parcel encounters Chinese customs return?

The fact that the parcel is returned by customs at the destination does not happen often, but it cannot be absolutely avoided. Once this happens, the parcel will usually be shipped back to Germany and delivered to the recipient via Deutsche Post. If you choose the tax package service, the additional costs incurred by you in China Customs will be borne by us. See the tax package service description. If the value of the goods recognized by the customs charges exceeds the total value of the goods in the package you filled out in the OuMaiGou system, the reimbursement of your customs taxes will be based on the total value of the goods you filled out. Regardless of whether you choose the tax package service, in order to ensure smooth customs clearance, please ensure that the items in the outbound package are within the scope of personal use.

What if the package is damaged during transportation?

If the damaged package is packaged by you and no OuMaiGou parcel reinforcement is added, OuMaiGou will assist you with the carrier Deutsche Post DHL. If the damaged package is shipped online by OuMaiGou, you can claim directly from OuMaiGou. The amount of the claim is determined by the degree of damage to the package and other actual circumstances. In the event of loss or damage to the goods, the client is required to provide the evidence required for the claim, and OuMaiGou will submit the claim application and related procedures to DHL. The required materials are as follows: 1. The report of the damage certificate issued by China Post (CN24 requires the signature and seal of the local post office) 2. Three damaged photos (please take the reinforcement together) 3. If you have not provided the product details before, please submit the following materials: commodity paper bill, e-commerce website PDF e-bill, e-commerce website shopping screenshots, please send the following materials to the following email address: [email protected] (please note: please sign after receipt Send this email within 5 days. Overdue submission will reduce the success rate of the package claim)

Can you send multiple packages?

Packages over 15 kg are easily intercepted or damaged by customs, so OuMaiGou's outbound parcels are capped at 15 kg. If the online shopping transport is estimated to be incorrect, the actual warehousing package weighs more than 15 kg. If the non-single item is detachable, OuMaiGou will split the parcel out of the warehouse and charge the relevant handling fee.

What are the requirements for packaged stickers?

Please use a double-layer carton for packaging, the joints are wrapped with tape, and the whole package should be wrapped with several layers of tape. Place enough stuffing in the package, or wrap each item separately with foam paper, in order to minimize the possibility of damage to the contents of the package caused by long-distance transportation. You can choose extra package reinforcement service, each package is added 5 euros, the package only needs simple packaging, as long as it can meet the requirements of transportation in Germany, you can safely arrive at the German warehouse. The package can be attached to the domestic order provided by OuMaiGou. If you need to package the package that needs to be refunded, please attach the corresponding shopping note and send it to OuMaiGou. Please place the ticket in the envelope separately and attach it to the package under the domestic order.

PAYMENT

What Payment Methods Are Accepted?

We are continuously working on offering the most convenient shopping experience for our customers. Currently we offer payment via Visa, Master Card, American Express and JCB.

Is Buying On-Line Safe?

All payments made are handled via Stripe, the world most trusted facilitator of online payments. We never know your credit card information or any other confidential information. Shopping with us online is safer than shopping in a department store as we never even see your credit card.

ORDERS & RETURNS

How do I place an Order?

Simply put the products you want into the basket and go to checkout. You will be guided through the process until everything is finished up.

How Do I Track My Order?

You will receive a tracking number as soon as we have shipped your order through which you can track your package worldwide using www.dhl.com.

What do I do if I have a problem?

Get into contact with us at [email protected] and we try to get back at you within 48 hours to personally help you through any problem you might encounter.
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