Find answers to some frequently asked questions here.
Shopogolic.net is a purchase and forwarding agent working in eight countries. We offer clients our virtual addresses for online purchases, shopping assistance, parcel combination, and delivery to over 200 countries of the world, saving up to 70% on delivery fees.
We have prepared for you a detailed instruction on how to use the Shopogolic service. You can find it by clicking here: SHOPOGOLIC GUIDE
Please visit this page to see detailed instructions on how to send your orders.
A detailed list of services and their price could be found in Rates section.
Delivery fees are paid separately depends on shipping types, country, weight and size of the shipment.
You can calculate the estimates on the shipping calculator.
Shopogolic is a registered company in the United Kingdom working since 2012, with branches in a few countries. Full company details can be accessed in User Agreement.
We work directly with courier services, consequentially, all parcels we send have assigned tracking numbers that you can use to track parcels. We offer additional insurance to cover the value of the parcel in case of loss or damage
We purchase and ship items from many online shops and marketplaces, including EBay, Amazon, Allegro etc. We can purchase goods from private individuals and auctions, if the website has SSL protocol, and the seller has genuine reviews.
You could ask our representatives in our live chat, or sent your inquiry to hello@shopogolic.net. Our representatives respond to inquiries during business days from 10 AM to 6 PM (GMT+6).
To see full details of your invoice, please visit Billing menu in your account, click three dots, and choose "See Invoice". You can see the full list of included services.
After you created a parcel, you should wait 24 - 48 hours during business days for our members of staff to pack it. After packaging is completed, you will receive an invoice via email. Once you have paid the invoice, you will get an assigned tracking number that you can use to track your parcel. We send parcels according to a schedule.
Tracking starts operating after a couple of days passed since the parcel's shipping.
If a parcel is sent to Russia or Belarus, tracking will only start working after the parcel leaves its designated transport hub in Germany, which usually takes a couple of days.
Verification is a standard procedure of verifying documents to insure security of our clients and the company. All personal data is stored in a secure server, and could only be used for security checks by our security department.
If necessary, our security department could request a copy of your passport or other identity document, and also all invoices and bank statements to confirm your purchases.
Of course. If your orders are located in the same warehouse, we can combine them for free. To combine orders, please enter "My Orders" section, select orders, and click "Create Parcel".
We operate a loyalty program and offer referrals for your friends. More details can be accessed here.
To see a referral link for your friends, click on “Partner program” in the menu, and you will receive a special link that you can send to your friends and family. For each parcel your friends have sent, you will receive a bonus on your account.
You could upload the link to any social media and website.
If your parcel is insured, we provide compensation in case of loss or damage. Insurance does not cover goods that are prohibited or restricted for delivery, or goods that are not covered with insurance. The full list could be accessed here. All requests for compensations with detailed descriptions of the situation and photos should be sent to hello@shopogolic.net. We reserve the right not to respond to requests five days after parcel's receipt.
Delays in delivery is not an insured event for courier companies, as delivery times are always estimates.
If you have not received your parcel after 30 days, you could send an application for search of parcel. Usually it takes between 15 and 60 days, after which carriers will pay compensation. We will transfer the sum to your balance in our website.
All received orders are processed in the same day. To speed up this process, please add parcel tracking information to the Account (Create MF order
Exact price of delivery depends on final weight and size of a parcel, country of destination, and method of delivery. The final price of delivery would only be known after the parcel is fully packaged. Use our calculator to get the quotes.
All parcels are assigned with tracking code that are available in your Account after the parcel has been sent. Please, click on it to open the website of carrier, that you can use to track your parcel.
To separate order please read the instructions Leave instructions in the comments section (e.g. put in Box 1 two T-Shirts, 1 pair of sneakers, put in Box 2 1 jacket and 1 dress).
We do not put a limit on the amount you can divide to. As long as we have clear instructions, we can separate your order up to 10 orders.
Please note that we do not take apart tech and composite items, we cannot remove certain details, etc. We can only separate the order on per-unit basis.
All purchases from stores have to be made from bank cards or paypal accounts, that are registered to the same name that is used for Shopogolic account. This is necessary to avoid incidents of fraud.
Please visit this page to see how to use assisted purchase in our website.
You can send liquids and perfumes only If ground delivery is available to your country, up to 1 litre in a parcel. To see details on your delivery options, please click on the Question mark next to the name of the delivery in calculator.
All alcoholic beverages and car oils are prohibited for delivery, full list of prohibited items could be accessed here
Shopogolic does not return VAT. In order to return VAT, you should contact the seller. We can provide CN23 Customs Declaration or commercial invoice upon request.
The exchange rate in our converter may differ from the official rate due to market distortions maintained by monetary authorities, or difficulty in converting. We try to update the exchange rate every day.
Unfortunately, we do not accept payments after delivery. We only work with 100% prepayment. Before an order is purchased or parcel is sent, it is necessary to pay the invoice.
Yes, we can arrange your order return to the seller, if the item is in the warehouse, and the time period for return has not expired. Please note that this service comes with a fee, and returns can be done via labels from the sender.
In order to arrange a return, please follow these steps:
1. Contact the seller and ask for return label. Once you will have it, send it to customer supportt or live chat.
2. Create a parcel from your order, choose any delivery, and put an address as laid out in return label.3. Leave comment and put information like Return parcel, label sent to the support team. Without this comment, the warehouse will not return your order with your label and create a new one.
After that, the warehouse will send your item back to the store.
You could send your parcel to any address in the world. To add an address, go to "Address Book" section in your account and click "Add Address". Please enter all details with care.
Important: We do not send parcels within the country (e.g. from Germany to Germany).
No, we do not accept advance payments. You cannot pay for our services before we send you an invoice. We also do not accept direct transfers via PayPal, they will be returned. Please use your account to pay invoices when it is issued.
Go to the ORDERS section, tick the orders you want to send and click on CREATE PARCEL. Now you need to choose a shipping method and fill out a customs declaration. You can also write any wishes on the package in the "Comments" column. Your parcel will then be packaged and you will receive an invoice, which will list the services provided. The exact weight of the parcel may decrease or increase depending on the volume, weight or additional packaging, as well as the shipping method. We try to ensure that all parcels are as small as possible. If the weight of your parcel has increased significantly, it means that the volume of the parcel exceeds the actual weight (this happens when you decide air freight parcel delivery).
You fill in the declaration for the goods in the parcel yourself. If you have several different goods, do not fill them all in on one line. Try to give detailed information about the goods, including model, color, brand, and etc.
It is possible that you paid to purchase an order, but you did not pay for parcel delivery. Upon purchase, the price of delivery to your destination is not included, as we do not know the weight of your parcel. We need first to receive your order from the seller, pack it and measure, before we can send you an invoice
If you have a balance on account, you have two options:
1. Return the funds to where they have been sent from. To withdraw, please click the button Return money in your account. Your application will be processed within 5 business days.
2. You can use positive balance to pay for future parcels and orders. If the balance does not cover the entire price, you need to pay the difference. If you want to convert the balance to another currency, please tell us through live chat.
Sometimes it seems that the weight is greater or smaller than what you would expect. In that case, first you should see the weight of item in the store (packaging including). Occasionally stores specify incorrect weight, and upon receipt, we measure the actual weight of an item, including packaging. We also often encounter situations when parcels arrive without a few items.
If the parcel weight differs significantly, you can order order check, or order additional photo (both are services with a separate fee), and leave a comment about the possible mistake. We will check it and correct it, if necessary.
All parcels pass through customs control upon arrival, and clients have an obligation to correctly state the information in parcel declaration. If the declaration was incorrectly filled, or the parcel is a commercial consignment, and the customs stated that you need to pay customs duties, you should contact local customs authorities.
We strongly advise against reducing the value of goods or including excessive positions in your declaration. Shopogolic.net cannot assist in these events, and does not act as a party of interest. If you are refused the parcel due to customs taxes, it will be returned to our warehouse, and you will have to compensate for 100% of delivery fees and additional customs duties. The final price is usually higher than the customs duties are. If we cannot return the parcel, the customs authorities will utilize it.
Customs Declaration is necessary to send any item to a destination outside a country. Our website provides a form to fill all necessary information, that we later communicate to the customs authorities of the country of destination
We kindly ask you to take good care about information that you leave in your declaration. You have obligation to provide accurate information to the authorities to avoid facing issues of delays in shipment or penalties.
Shopogolic ID is a unique number assigned to Shopogolic clients. We use it to identify your parcels and orders. You could find your Shopogolic ID in the top right corner, just below your name.
You can return goods within 14 days after receiving them. All returned goods must be unused and with tags.
The refund will be credited to your original payment method within 7 calendar days after we receive the returned goods at our online return centre. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process. We highly recommend that you return the goods via a recorded delivery service and keep the proof of postage.
Please note that refunds cannot be issued for any consequential loss or loss of profit.
We accept all major debit cards, PayPal and bank transfers. In some countries, available payment by Crypto. Shopogolic encrypting connections and complying with the Payment Card Industry Data Security Standard (PCI DSS) and we never save, store or share your data.
After you created a parcel, warehouse should pack the item within 48 hours during business days. After packaging is completed, you will receive notification through email, and you will be able to pay the invoice. After the invoice is paid, you will receive a parcel tracking number.
Parcels are sent according to a schedule.
All air delivery options uses volumetric weight (according to IATA standards), which could be different from physical weight. A huge but lightweight parcel could attract a larger fee than a small, but heavy parcel.
The volumetric weight is calculated using the following formula: Length (cm) X Width (cm) X Height (cm) / 5000 = Volumetric weight (kg).
For example: The real weight of parcel is 9 kg, inside is a shoebox with sizes of 44x46x34 cm. The volumetric weight will be 13.76 kg, which is then used to calculate cost of delivery.
If you want to decrease the weight or size of your parcel, you can order parcel clearing service. We can remove excessive packaging to reduce costs of delivery.
If the parcel is not packed, then you can change the delivery option, address details, and the declaration in your Account through My Parcels section. If the parcel is already packaged, you need to contact Customers Support, and we will help as much as we can. Change of delivery option is not free, because we need to change documents and repackage the parcel in some cases. If the parcel is paid or sent, we cannot change the method of delivery.
Yes, you can make online purchases in any EU store if the store can deliver to our warehouses in Germany, Poland, Italy, Spain, and France.
We open certain parcels if we suspect they contain suspicious or prohibited items. We might also open the parcels to perform requested services, such as pictures, order check, etc.
We cannot send your parcel as a gift to circumvent customs fees and taxes. The client, as an importer of goods, has an obligation to correctly fill the customs declaration to avoid trouble with customs and payment of fines. We reserve the right to ask you to refill your declaration, if we see that you have left incorrect information. Should no action be taken after our notice, your items will be sent back to the seller, and your account will be suspended.
We have restricted this feature in order to avoid incidents of fraud. If you need to correct a mistake in your name, please contact Customer Support through live chat. If you need to change the name completely, you should create another account.
You can cancel subscription from advertisement emails. For that, please open your Account, click Profile in the top right corner, skip the page to the bottom, and remove a tick from "Subscribe to our Emails".
You could also configure notifications that you want to receive thought email by checking Notifications section. Please take care not to unsubscribe from receiving important information, as you can miss important details.
To delete your account, please go to your Account, open your Profile in the top right corner, skip the page to the bottom, and click the button "Delete Account".