FAQ

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

A detailed list of services and their price could be found in Rates section. Delivery fees are paid separetely. You can calculate the estimates on the main page.

Please visit this page to see detailed instructions on how to send your orders.

Shopogolic is a registered company in the United Kingdom working since 2012, with branches in seven 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 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 "My Invoices" section in the 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 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 receive an assigned tracking code that you can use to track your parcel. We send parcels according to a schedule.

We could give you details on planned shipment should you porvide us with size and weight of your parcel.

Tracking starts operating after a couple days passed since the parcel's shipping.

If 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 consolidate or combine them for free. To consolidate 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 of £2.50 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. Full list could be accessed here. All requests for compensations with detailed descriptions of the situation and photos should be send 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 to 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 order of receipt. To speed up this process, please add tracking and information about your to your Account (Create MF order), and then put correct information in a format, that is laid out in Address Book, since we receive a lot of parcels we cannot identify.

Exact price of delivery depends on final weight and size of a parcel, country of destination, and method of delivery. Estimate price could be calculated here.The final price of delivery would only be known after the parcel is packaged.

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 commens 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 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 deassemble tech and composite items, we cannot remove certain details, etc. We can only seperate the order on per unit basis.

All purchases from stores have to be made from credit cards, or other instruments of payment, that are registered to the same name that is used for Shopogolic's account. This is necessary to avoid incidents of fraud.

Please visit this page to see how to use assisted purchase in our website.

If land delivery is available, then you can send perfume and liquids up to 1 litre in a parcel. To see details on your delivery method, please click on Question mark next to the name of the method.

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 update the exchange rate every day.

We only work with 100% payment. Payment for orders and parcels upon receipt is impossible. Before an order is purchased or parcel is sent, it is necessary to pay the invoice.

Yes, we can arrange your order's 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 support 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,

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.

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 choose air freight parcel delivery).

You fill declaration when you create a parcel. More details on how to fill information in your customs declaration could be accessed here.

It is possible that you paid to purchase an order, but you did not pay for parcel's 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, measure it, and package it, before we can send you an invoice

If you have balance in refund 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 in Shopgoolic. If balance doesn't 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). Ocassionally 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's weight differ signficiantly, you can order order check, or order additional photo (both are services with a separate fee), and leave a comment about possible mistake. We will check it and correct it, if necessary.

All parcels pass through customs control upon arrival, and clients have obligation to correctly state the information in parcel's 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 advice against reducing the value of goods or including excessive positions in your declaration. Shopogolic.net cannot assist in this events, and does not act as a party of interest. If you refused the parcel due to customs, 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.

When adding a new inbound order, you have the option to send only that order. This means that as soon as the warehouse receives the order, it will automatically send for dispatch. In order for such an order to be dispatched you need to fill in the recipient's address completely already at the stage of adding an inbound order. Such an order cannot be consolidated with other orders in the same parcel. Orders with this option are marked with a ⚡️ icon 

Customs Declaration is necessary to send any item to a destination outside of 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.

How to fill customs declaration

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 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 credit cards and PayPal. The current exchange rate can be calculated in your Account using the convertor. Do not worry about your personal data. Shopogolic uses encrypted connection and complies with Payment Card Industry Data Security Standard (PCI DSS).

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 parcel's tracking code.

Parcels are sent according to a schedule.

Air delivery uses voluemtric weight to plan parcel delivery (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) × Width (cm) × Height (cm) / 5000 = Volumetric weight (kg).

For example:
The real weight of parcel is 9 kg, inside is a shoe box 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 of 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 method, address details, and the declaration in your Account through "My Parcels" section. If the parcel is packaged, you need to contact Customers Support, and we will help as much as we can. Change of delivery method is not free, because we need to change documents and repackage the parcel. 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 photo, 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 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 throught 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".