Help
Go to the source, not to us
This guide cannot see your order, change it, or refund it. For anything about a specific order the only route is OOTDBUY support, and the official contact details are published on their contact page.
Support hours are given as 09:00-21:30 (UTC+8). The support address is [email protected] and a separate address, [email protected], is given for business enquiries. A phone number is published for WhatsApp.
Before writing to them it is worth checking who the official table holds responsible, since that decides what you are asking for. What we last re-read and when is on the updates page.
The official pages this guide is built from
Every rule quoted on this site comes from one of these. They were read on 2026-08-06.
Returns and refunds
The responsible party table, the fee rules, and the special standards for return packing.
Open the official pageService and fees
The three charges, and the statement that nothing else is charged.
Open the official pageInsurance and compensation
Compensation against each line, the two deadlines, and the disclaimer list.
Open the official pageInspection information
What happens at intake, and what the check does and does not cover.
Open the official pageStorage
The free storage period and what happens as it ends.
Open the official pageReceipt information
The checks to make before signing for a parcel.
Open the official pageNotes before purchasing
Prohibited and restricted items.
Open the official pageCustoms and taxation
Risk alerts, method recommendations and where duty is decided.
Open the official pageHow to apply for aftersales
What to do at each order status, including cancelling while pending.
Open the official pageTop up and PayPal
Supported currencies, the conversion to US dollars, and the stated fee.
Open the official pageAbout OOTDBUY
The company name, number and registered address.
Open the official pageContact us
Support and business email, and the phone number.
Open the official pageFrequently asked questions
Answers here summarise official wording. Where money is involved, open the linked page before acting.
Is the OOTDBuy Spreadsheet a file I download?
No. It is a browsable set of product entries arranged by category. Each entry carries a photo, the seller wording, the marketplace and one link. You browse it and hand a link to the agent.
Who actually offers the five day return guarantee?
The seller on the third-party marketplace. The official page describes it as a service offered to customers by those sellers. The agent negotiates on your behalf and the final result is subject to the seller decision.
When does the five day window start?
At the next full hour after the order status changes to stocked in. It runs for 120 hours from there, not from delivery.
What does a return cost me?
Where the official table puts you as the responsible party: shipping to the seller, shipping back, and a 10 RMB service fee. The first request each calendar month is exempt from that fee. Where the seller or the domestic leg caused it, the official wording is that the customer does not need to pay.
The seller shipped free. Do I still pay shipping on a return?
Yes. The official note says that even where the seller offered free shipping at purchase, the first leg has to be paid back when a return or exchange is raised.
How do I know how many free returns I have left this month?
The official FAQ points to the order page: find the order, then open aftersales.
My parcel is lost. What is the deadline?
Seven days from signature or 45 days from dispatch, whichever comes first. Compensation is paid against the standard of the line the parcel travelled on.
Does inspection tell me whether the item is good?
It confirms quantity, colour, size and other specifications against your order. The official page is explicit that several kinds of judgement sit outside that check, so treat the photos as a comparison against what you ordered rather than as a verdict.
Can I return underwear or socks?
No. They are on the official list of items the return and exchange guarantee does not cover, along with food, adult products, second-hand goods and several other groups.
What is the 14 day window I have read about?
A separate clause on the same official returns page, cited against the Consumer Contracts Regulations 2013, covering a change of mind within 14 days of delivery with proof of purchase. It is not an extension of the five day seller guarantee. See the comparison.
Are the links on this site affiliate links?
Links to ootdbuy.com are referral links and that is how this guide is paid for. It does not change what is written here, and the sections where nobody covers you are marked as such.
Reaching this guide
For corrections, missing detail or a rule we have read wrong, write to [email protected]. Corrections get made and dated on the updates page.
We cannot help with an order. We have no account access, no visibility of your parcel and no ability to issue a refund. Anything of that kind has to go to OOTDBUY support. Who we are and how this guide is paid for is on the about page.
Shopping terms: QC, GL and RL
- QC — quality check
- The warehouse inspection pictures of the item that arrived. Compare them with your order, including size, colour, quantity and visible condition. Photos cannot prove fit or every hidden fault.
- GL — green light
- A community opinion that the pictured item looks acceptable to the person reviewing it.
- RL — red light
- A community opinion that a visible issue deserves a closer look or a return request. It does not automatically open a return or establish eligibility.
Ask for a missing angle or measurement before deciding. If you need to act, use the order’s aftersales channel while the relevant deadline is open. Check the return situation.