What should I do if I receive a package with missing items？

If you find that the package you received has missing items, please check below steps.

1. Please contact us within 3 days after receiving the package. We do not accept for more than 3 days. 

a) Check whether the outer box has been opened or damaged by the customs inspection?

b) If there is any damage, please contact the postal service at the first time and request for the CN24 "International Mail Compensation Report".

c) For details of how to apply, please refer to: What should I do if my parcel is damaged?

In case of no damage, please keep the carton box so that the warehouse can confirm the status of the package.

2. Check whether there is any difference between the weight of the parcel and the weight of the shipment. 

a) Usually the weight within 100 grams of the normal error (actual according to the purchase of goods as a basis)

b) If there is a big difference in weight, it means that the seller may not have sent the goods yet or may have sent the goods in two boxes.

If the second package is not yet in your account, it might because the seller forgot to write down the member number.

Suggestion: Please contact the seller as soon as possible or go to account top page to submit for the package recovery service.

Path : Leyifan  >   My account  >  My forwarding  >  Apply for package recovery

3. Check the delivery number given by the seller of the missing item, and check whether the package has been registered to your account.

a)If the package is in your account, please make sure that the package is not combined with other package.

Sometimes the package may have been combined with other packages and not yet received.

Suggestion: Check if the courier tracking number of the package shipped by the seller is the same as the one of the package in your account.

b) If the parcel is not registered in your account yet, and the courier tracking number shows that it has been arrived at warehouse, it might be handled as a lost and found parcel as mentioned above due to lack of member ID information.

Please go to account top page and submit for the package recovery service.

Path : Leyifan  >   My account  >  My forwarding  >  Apply for package recovery

------------------------------------------------------------------------------------------------------------------------

If you cannot retrieve the package after following the above steps, please contact our CS team for assistance. 

Please provide the following information in the email. 

1. Photo of the outer box of the package

2. Photo of the package's weighing

3. Photo of the contents of the package actually received.

4. Photo of the product (shipment details)

5. Screenshot of the ordered products (including the shipment tracking number)

********** or unboxing video for 1-5 **********

6. Photos of missing items, links of the items

7. Screenshot of the dispatch notice from sender

In order to protect each other's rights, we will not accept any claim if you have not applied for "photo checking service" when the package arrives at warehouse and provides "unboxing video or photo".