Every proxy shopping order goes through four stages:
- Requested: once you create an order, we review it as soon as possible.
- Ready to pay: paying confirms the order details and fees. You cannot change the order after payment. Please check your order carefully first, and contact us via Live Chat with your order number if you have any questions.
- In progress: once payment is settled, our team will place your order, then wait for the seller to ship it. You will receive an email once the order is placed.
- Purchased: after the seller ships your items, we add the tracking number to your order details. Click it to follow the delivery.
- Other status: Cancelled. You can find all cancelled orders under "Cancelled".
After the seller ships, this is how your items reach you:
- To our warehouse: the seller sends your items to our warehouse in that country, which forwards them to our sorting centre.
- Free storage: your items can be stored free of charge for up to 30 days, so you can wait for your other orders to arrive, including orders from other countries.
- Consolidate and pay for shipping: combine your items into one shipment to save on shipping, then pay the international shipping fee. It is based on the consolidated weight and includes delivery to your address. Use our shipping fee calculator to estimate it.
- Delivered to your door: we ship your parcel to the address you choose, and you can follow it with its tracking number.
The service fee covers our team buying the items for you. It is a percentage of the item price, starting from as low as 6%, and varies by warehouse. For orders from Japan, the service fee is at least JP¥90 and no more than JP¥200 per order. The service fee for each order is shown clearly before you pay.
Every fee is listed before you pay, with no hidden charges. For most orders, you pay the item price plus the service fee. The amount is shown in GBP, converted from the item's original currency at the current exchange rate.
International shipping is charged separately. When your items reach our sorting centre and are consolidated, you pay the international shipping fee, based on the consolidated weight. It includes delivery to your address. See our shipping fee calculator for details.
If the item you received does not match the order details you confirmed when you paid, please contact us via Live Chat as soon as possible. Having your member ID and order number ready will speed things up.
You can change or cancel any order before you pay. Once our team has bought the items, the order generally cannot be changed, cancelled or refunded.
Once your order status shows "Purchased", click the tracking number in your order details to follow the delivery. If you still cannot find your parcel, please contact us via Live Chat as soon as possible.
We always confirm the price and availability with you before buying anything. If the price is higher than you expected or the item is no longer available, you can cancel your order at no cost.