For a wrong, damaged or missing LoloBuy item, identify the exact mismatch and the stage where it appeared. “The order is for black size M; the received label shows size S” is more useful evidence than “something is wrong.”
Decide whether the item is still in the warehouse
If the issue is visible before international dispatch, preserve the warehouse photos and check returns and cancellations promptly. Use the QC checklist to identify the detail you need checked.
If it is discovered after delivery, retain the parcel packaging and move to the receiving checklist. Report it immediately rather than continuing to use or alter the product.
Match the evidence to the problem
| Issue | Evidence to prepare |
|---|---|
| Wrong size | Order option and clear received size-label photos |
| Wrong style or colour | Selected listing image, whole-item photo and labels |
| Damage or stains | Whole-item photo plus clear close-ups of the affected area |
| Missing item | Missing order number, contents list, packaging and all received items |
| Missing accessories | Selected bundle description and the parts actually received |
| Parcel weight mismatch | Unopened parcel weight where available, label and dispatch record |
For shoes, photograph both size labels. For electronics, show the model identifier and included components. For bags, show the whole bag and the affected closure or strap, rather than only a tightly cropped detail.
If an item has no size label, state that limitation and ask what alternative measurement is acceptable. Do not invent a label or a missing weight record.
Write a concise account of what happened
Include the parcel number, affected order number, delivery date, discovery date, expected option and actual issue. State the outcome you are requesting without presenting it as already approved.
For example:
Parcel [number] was delivered on [date]. Order [number] was for [option]. I received [difference]. The attached photos show the label, the whole item and packaging. Please assess the case and confirm the available resolution.
Keep original image files. Supplement them with useful labelled copies if needed, but do not remove contextual details from the only evidence you retain.
Submit the request and keep the case record
Use the after-sales steps to submit against the correct parcel. Problems involving missing, damaged or defective delivered goods should be reported within 72 hours. Damage evidence may have a shorter 2-working-day requirement; submitting the same day is the practical approach.
Retain the response, requested additional evidence and any resolution. Do not return the goods on your own before receiving the address and instructions.
Separate later wear from an arrival mismatch
A defect noticed after use needs a different record: when it first appeared, how the product was used and whether a seller warranty applies. Keep purchase proof and warranty documents where supplied.
Support may help communicate with a mainland-China seller, but the seller’s eligibility rules and return delivery costs matter. Do not assume normal wear, altered goods or an item without purchase evidence qualifies for a return.
Common abnormal-item questions
What if I received the wrong product?
Photograph the whole received item, its identifier and the parcel contents list. Include the affected order reference and saved listing option.
What if a product is missing?
List what should have arrived and what actually arrived. Keep the box, packing materials, parcel label and unpacking evidence.
Should I repair or clean a damaged item first?
Document and report the condition before making changes. Alterations can make the original problem harder to assess.