How long does a return take?

It depends on the seller and the agent. Domestic shipping back to the seller usually takes a few days, and the refund lands in your agent balance once the seller confirms it.

Where does the refund go?

Usually to your account balance with the agent. Some agents let you withdraw it to your original payment method; check their terms.

Can I return an item that has already shipped to Canada?

Sometimes, but it’s expensive: you pay international shipping back to China and wait weeks. That’s exactly why reviewing your QC photos carefully matters.

Exchange or return: which is faster?

A return closes the case faster because you only wait for the refund. An exchange means waiting for the new item and a new round of QC photos.

How to Return or Exchange an Item at Your Agent’s Warehouse

If your QC photos show a problem, open a return or exchange request with your agent right away, while the item is still at the warehouse in China. The agent ships it back to the seller and then either refunds the money to your agent balance or waits for the replacement and sends you new QC photos. You normally pay the domestic return shipping inside China, unless the seller made the mistake. Here’s how to choose between the two options, the step-by-step process, typical costs and the items that usually can’t be returned.

Exchange or return: which one to ask for

Situation	Best option
Wrong size sent by the seller	Exchange
You ordered the wrong size	Exchange (you may pay shipping both ways)
Defect on the item	Exchange if you still want it; otherwise a return
Seller is out of stock in your size or colour	Return
You’ve changed your mind	Return, if the seller accepts it

If you’re not sure whether a defect deserves an RL in the first place, read GL or RL: how to decide before you start.

Step by step

Review your QC photos and note exactly what’s wrong. A clear description (“stain on the left cuff”, “received size M, ordered L”) speeds everything up.
Open the request with your agent. Most agents have a return/exchange button on the item; otherwise, open a support ticket.
Explain the problem in a short message in English and Chinese. Use the “Return a defective item” or “Exchange for another size” templates in the agent message generator.
Pay the return shipping if it applies. The agent will tell you the amount.
Wait for the seller’s confirmation. For a return, the refund lands in your agent balance. For an exchange, the new item ships to the warehouse.
Review the new QC photos of the replacement just as carefully. Use the same product checklist as the first time.

Typical costs

Cost	Who usually pays
Domestic shipping back to the seller	You, unless it’s the seller’s mistake
Shipping the replacement to the warehouse	Often the seller; sometimes you
Agent service fee for handling the return	Depends on the agent; many don’t charge one
Extra photos of the replacement	Depends on the agent

Amounts vary by agent and seller, so check your agent’s fee page rather than relying on a fixed number. When the mistake is clearly the seller’s, say so in your message and ask them to cover the shipping — many will.

What usually can’t be returned

Custom-made items (定制), such as personalised prints or made-to-measure pieces.
Used items or items without their tags.
Some hygiene products and underwear.
Items past the seller’s return window.

If you’re ordering something custom, ask for extra photos and measurements before it’s made where possible, because you may not get a second chance. Our guide on asking for extra photos and measurements shows how.

Deadlines: don’t let them slip

On Chinese platforms, sellers commonly accept returns for a few days after delivery to the warehouse — you’ll often see this shown as 七天无理由退换 (seven-day no-reason returns). The exact rules depend on the seller and the platform, and your agent may set its own deadline too. The safe approach:

Review QC photos the same day they arrive.
Open the request immediately if something is wrong, even if you still have questions.
Keep the conversation in one ticket so the history is easy to follow.

How to write the message

Short, factual and polite works best. For example:

Hello, the item I received is size M. Could you please ask the seller to exchange it for size L? Thank you!

您好，我收到的是M码，麻烦帮我联系卖家换成L码。谢谢！

Add a photo reference if your agent’s system allows it (“see photo 3”). Avoid long explanations: the warehouse staff forward the key facts to the seller, and the simpler they are, the less gets lost.

Keep a simple record

When several items are moving at the same time — one being exchanged, one waiting for extra photos, one already approved — it’s easy to lose track. A simple record keeps everything clear and helps if you ever need to escalate.

What to note	Why it helps
Item name and order number	Find the right item fast in the agent dashboard
Date the QC photos arrived	Know how much of the return window is left
The problem in one line	Reuse it in messages and tickets
Ticket or request number	Follow up in the same conversation
Amount paid for return shipping	Check it against your refund later
Date of refund or replacement	Close the case

A note on your phone or a small spreadsheet is enough. Save the QC photos that show the problem in the same place.

Tips to avoid problems

Don’t create your parcel while an exchange is open. Wait for the replacement and approve it first, or your parcel may leave without it.
Don’t approve the replacement automatically. It goes through the same checks as the original.
Check your agent’s storage period. Items waiting for an exchange still count towards free storage time at most agents.
Stay polite, even when it’s frustrating. Support teams handle many requests. Clear, courteous messages get handled faster.

If you’re regularly exchanging items for size, take a moment to compare your own clothes with the seller’s chart before ordering. Our guide on asking for measurements explains how to measure flat so your numbers match the chart.

After the return or exchange

Refund received: check that the amount in your balance matches what you paid for the item (and the domestic shipping, if the seller covered it).
Replacement arrived: go through the QC review method again. Replacements can have their own defects.
Seller refused: ask your agent what options remain. Sometimes they can mediate, especially if the photos clearly show the problem.

Handling it fast and clearly is what makes a return painless. The longer an item sits at the warehouse with an open question, the fewer options you have.