Submitting a LoloBuy after-sales request means identifying the correct order or parcel, checking the reporting dates and attaching evidence for the proposed claim. Prepare those details together, then keep the case reference and follow-up record.
Start from the correct order or parcel
For a purchase that has not been internationally dispatched, use the order return or cancellation process.
For an international parcel, open My LoloBuy → Parcels and select Apply After-sales for the relevant shipment. Include a detailed problem description and photographs of the packaging and affected products.
Do not combine unrelated parcel problems into one description. Each parcel has its own dates, contents, route and selected protection.
Check the dates without waiting for the longest window
The parcel application rules refer to a 7-day period after account receipt confirmation, subject to the remaining time within 45 calendar days of warehouse dispatch. Leaving receipt unconfirmed does not extend that dispatch-based limit.
There are also shorter post-delivery requirements: problems may be rejected after tracking shows delivery for 3 days, and damaged-parcel evidence can be required within 2 working days.
Submit the problem on the day you find it and check the deadline shown for your parcel. Do not use “7 days” or “45 days” as permission to postpone a delivery-related report.
Record these dates separately:
| Date or event | Why to keep it |
|---|---|
| Warehouse dispatch | Establishes when the parcel journey began |
| Carrier delivery scan | Shows when tracking marked delivery |
| Account receipt confirmation | Records your own confirmation action |
| Problem discovered | Explains when you identified the issue |
| Application submitted | Documents when you reported it |
The receiving guide helps prepare this evidence at arrival.
Describe the case and attach the right files
State the affected order numbers, expected contents, actual problem and requested outcome. Attach the shipping label, outer packaging, relevant product photographs and purchase records.
For missing goods, wrong options or damage, use the abnormal item checklist to choose evidence. For a shipment returning to the warehouse, use the parcel return checklist to establish location and cause.
Keep a copy of what you submitted and the case reference. If support asks for more information, answer against that case and preserve the follow-up.
Read protection terms before assuming compensation
A successful application is not the same as an approved payment. The route, selected protection, cause of loss and exclusions affect assessment.
Fragile-product damage, prohibited contents, customs outcomes and delays may have limits or exclusions. Reinforced packaging does not by itself establish damage cover. Review the terms attached to your parcel and ask which clause applies to the decision.
Do not describe a delay as a loss without checking the carrier’s investigation. Do not send goods back without receiving return instructions.
Review the proposed resolution
Check whether the response offers a refund, return, exchange, further investigation or another action. Ask what fees, evidence or deadlines remain before agreeing to a next step.
Save the final response and any balance or payment adjustment beside the original records. If an import charge also needs attention, keep that separate using the import-cost record guide.
Common after-sales questions
Does leaving receipt unconfirmed give me unlimited time?
No. Dispatch-based limits and delivery reporting conditions still apply.
Can I wait 7 days after delivery?
Report immediately. The shorter delivery and damage-evidence requirements can affect the case.
Does buying protection guarantee every problem is covered?
No. Check the actual cover, exclusions and evidence requirements for your parcel.