FAQ

Shopogolic provides warehouse addresses for online shopping, assisted purchase, parcel consolidation and international forwarding. Use your warehouse address when a seller can deliver there, or request assisted purchase if you need help placing an order.

Available warehouses, delivery routes, services and fees vary. Check the current options and the restrictions for your goods and destination before buying. The total cost depends on the purchase, selected services, parcel size and weight, delivery and any applicable import charges.

Create a Shopogolic account and choose an active warehouse that the seller can deliver to. Before buying, check that your goods and destination are accepted for the onward delivery.

If you buy directly from the store, copy the current warehouse address and your customer ID from your account. If you need assisted purchase, send the product details for approval before paying. The Shopogolic service guide explains the steps for each type of order.

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

Check the warehouse service rates for the warehouse you plan to use. International delivery is a separate cost: use the parcel delivery calculator with the origin, destination, packed weight and dimensions.

A delivery estimate is not the complete purchase budget. Include any selected warehouse services and applicable import duties, taxes or carrier charges. Check the services and amounts shown on your invoice before payment.

You can use Shopogolic for eligible purchases from online stores and marketplaces, including eBay, Amazon and Allegro, when the seller can deliver to an active warehouse and the goods are accepted for your route.

For assisted purchases from private sellers or auctions, send the item link for a check before committing to the purchase. Seller reviews and a secure connection alone do not guarantee acceptance or a successful purchase. Marketplace rules, payment options, seller delivery conditions and product restrictions also apply.

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).

Open Billing in your Shopogolic account, find the relevant invoice, click the three-dot action menu and choose See Invoice. The invoice shows the services included in that charge.

Match the invoice to the order or parcel reference and check the currency and amounts before payment. If a line is unclear or a payment you already made seems missing, contact support with the invoice number.

Shopogolic is a registered company in the United Kingdom and has operated since 2012. Company details are available in the User Agreement.

Your dispatched parcel is assigned a tracking number so you can follow its progress. Parcel Protection may be available for the selected delivery method; check its conditions before choosing it. If it is selected for your parcel, you can open a Claim in your account. Review depends on the delivery method, the documents provided and the applicable conditions.

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.

Packing takes place during the warehouse’s working days. The time needed depends on the workload, the requested services and any checks or missing information. Creating a parcel does not guarantee packing within a fixed number of hours.

After packing, you will receive a notification and can pay the invoice in your account. Dispatch then follows the selected delivery service’s schedule after payment and the required checks. Tracking details will be provided when assigned.

Yes, if the orders have arrived at the same warehouse and their contents can be packed and shipped together. In My Orders, select the relevant orders and click Create Parcel.

Check the current warehouse rates and the availability of any additional packing services. Consolidation can reduce separate shipments, but the final price depends on the packed weight and dimensions and the chosen delivery method. Large, incompatible or restricted items may need separate parcels.

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.

The delivery price depends on the warehouse of origin, destination, selected service and the final packed weight and dimensions. Use the delivery calculator for an estimate and check the restrictions of the chosen method.

The final delivery charge is calculated after packing. Additional services and any applicable import duties, taxes or carrier charges can affect the total cost; check what is included in your quote before paying.

Parcel Protection is the name of our optional parcel protection service. Check the conditions available for your chosen delivery method before selecting it; availability and conditions depend on the service.

If Parcel Protection was selected for your parcel, you can open a Claim in your account. Describe the problem and provide the requested documents and, where relevant, photos of the parcel, packaging and contents. Keep the packaging and supporting documents while the Claim is being reviewed.

We review each Claim according to the selected delivery method, the documents supplied and the applicable conditions. Opening a Claim does not guarantee compensation. For a delayed or missing parcel, contact support for help with tracking and the next steps. Estimated delivery times are not a guaranteed delivery date.

Prohibited or restricted goods must be checked before purchase and dispatch. See the prohibitions and restrictions.

A carrier’s delivery scan and the warehouse registration are separate steps. Allow time for receiving and processing during the warehouse’s working days; registration is not guaranteed on the same day.

Add the incoming tracking number and order details in your account by creating an MF order. Check that the seller used your full warehouse address and customer identifier. If the order still does not appear, contact support with the tracking number and delivery confirmation.

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. Each new split order in your account is billed as a new MF order.

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.

Perfumes and liquids can be sent only where ground delivery is available for your route, with a maximum of 1 litre per parcel. Check that the specific product is accepted before buying it.

In the delivery calculator, open the question-mark information next to the delivery method to check its restrictions. Alcoholic beverages and motor oils are prohibited. See the prohibitions and restrictions.

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.

Pay only after the relevant invoice has been issued in your account. This includes an assisted-purchase invoice that must be paid before we buy the goods.

Do not send unsolicited payments or direct PayPal transfers outside the invoice payment flow. Such PayPal transfers are not accepted and will be returned. Use your account to pay the issued invoice.

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, a return can be arranged while the goods are at the warehouse, provided the seller’s return period has not expired and the return is accepted. The warehouse return service has a fee; check the current rates and any return delivery cost.

Contact the seller for return approval and a return label. Request the Return Service for the relevant order in your account and provide the label and instructions. If you create a parcel for a return instead, use the return address from the seller’s label and clearly state that it is a return. Confirm that the chosen service can use the label before paying.

For an item bought independently, the seller’s return and refund conditions apply. The separate Shopogolic policy for goods bought through assisted purchase is described in the return-policy FAQ.

You can add a recipient address in Address Book in your account by clicking Add Address. Enter the recipient and address details carefully.

Delivery is available only for the routes and services offered for your origin, destination and goods. Check the delivery calculator before purchase. We do not provide domestic forwarding within the warehouse country, for example Germany to Germany.

In Orders, select the received orders you want to send and choose Create Parcel. Orders must be at the same warehouse and suitable for shipping together. Enter the recipient, select an available delivery method, complete the required goods information and add your packing instructions in Comments.

After packing, check the invoice and the parcel’s final weight and dimensions, then pay through your account. Billable weight can depend on actual weight, dimensions, packing and the selected service; a higher figure is not automatically an air-shipping issue. Dispatch follows payment and the service schedule. Ask support if a charge or measurement needs clarification.

When creating a parcel, complete the required goods details in your account using the seller’s invoice and the actual parcel contents. Describe different types of goods separately instead of putting unrelated items under a vague description such as ‘accessories’.

Provide the quantity, purchase value and currency, plus the model, material, size or other details requested for the product. Use known origin information rather than assuming that the warehouse country is the manufacturing country. Keep invoices and product references. If a field is unclear, ask support before submitting; do not invent details or reduce the purchase value.

Paying for an assisted purchase and paying for onward delivery are separate stages. The purchase payment does not automatically include international transport. The warehouse first needs to receive, pack, weigh and measure the goods before the delivery invoice can be calculated.

Open both invoices and compare their order or parcel references and included services. A later invoice may cover delivery and requested warehouse services rather than the goods again. If the same charge appears twice or you cannot identify it, contact support with the invoice numbers before making another payment.

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.

A customs declaration provides information about goods for a customs procedure, such as import or export. The requirements depend on the route, goods and procedure; crossing a national border does not always mean that the same declaration is required.

When your shipment requires a declaration, enter accurate goods information in your Shopogolic account. Check it against the invoice and keep the supporting documents. Incomplete or inaccurate details can lead to questions, delays or penalties; submitting the form does not guarantee customs release.

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.

For goods purchased through Shopogolic’s assisted-purchase service, you can return the goods within 14 days after receiving them. Returned goods must be unused and have their tags. Contact support to arrange the return and confirm the return address before sending it.

For these assisted purchases, the refund is credited to the original payment method within 7 calendar days after the returned goods are received at our return centre. Keep proof of postage and use a tracked return service. Shopogolic is not responsible for bank charges incurred during the refund process; refunds do not cover consequential loss or loss of profit.

This 14-day return and 7-day refund policy does not apply automatically to orders you bought independently and sent to a Shopogolic warehouse. For those orders, check the seller’s return and refund conditions.

The payment methods available for your invoice are shown in your account when you pay. Options can vary by country, currency and service, so check the methods offered for the specific invoice.

Pay through the payment flow in your Shopogolic account. If the method you need is not shown or a payment fails, contact support before sending a separate transfer.

After you create a parcel, the warehouse prepares and packs it during its working days. Processing time depends on the warehouse workload, the requested services and any information needed for the goods or delivery.

Once packing is complete, you will receive a notification and can pay the invoice in your account. Dispatch follows the selected service schedule after payment and any required checks. You will receive tracking details when assigned; a tracking number alone does not confirm that the carrier has collected the parcel.

The final charge can depend on both actual weight and volumetric weight, calculated from the packed dimensions. The chosen carrier and service determine the formula, rounding and billable weight.

For example, for a service using a divisor of 5000: length × width × height in centimetres ÷ 5000 = volumetric weight in kilograms. A parcel measuring 44 × 46 × 34 cm has a volumetric weight of about 13.76 kg. If its actual weight is 9 kg and the service charges the higher weight, the volumetric weight applies, subject to that service’s rounding rules.

The divisor 5000 is an example, not a rule for every carrier. Check the selected service in the calculator. Removing unnecessary retail packaging may reduce dimensions where the goods can still be packed safely; request the relevant packing service before dispatch.

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, if the seller can deliver to an active Shopogolic warehouse and the goods are accepted for your onward route. For example, check the available warehouse addresses in Germany, Poland, Italy, Spain and France and the seller’s delivery conditions.

The country where the store is based does not have to be the warehouse country. A store in Portugal may deliver to an active warehouse elsewhere; this does not mean that Shopogolic currently operates a warehouse in Portugal. Check delivery costs, return conditions and product restrictions before buying.

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".