findsBuyer support
Most problems have one right destination, and sending them somewhere else costs days. This page sorts them.
OOTDBUY publishes support hours of 09:00 to 21:30 UTC+8 and a contact address of [email protected]. For most of Europe the useful window is the morning, and for North America it is the night before.
Take it to the right place
Three destinations, and they do not overlap much.
The official help centre
Policy questions: fees, storage, packaging, customs, after sales, insurance. The articles are the authority, and everything on this site links back into them.
Open the novice guide
OOTDBUY officialThe official Discord
Live questions and the fastest way to find out whether a line is behaving normally this week. Community answers are not policy.
Join the DiscordOrder support
Anything about a specific order, parcel or refund. Use the ticket attached to the order rather than a general enquiry, and include the order number. [email protected]
This guide
Corrections, broken links, or a figure here that disagrees with the official page. We cannot see or change your orders. [email protected]
What after sales can do, by order status
OOTDBUY grades cancellations and returns by how far the order has travelled. Knowing this before you need it saves an argument.
| Order status | What is possible | Roughly how long |
|---|---|---|
| Pending | Cancel and refund immediately | Immediate |
| Processing | Cancellation handled by support | About one working day |
| Purchased | Depends on the seller | About three days |
| Seller has sent it | Handled once it reaches the warehouse | About a week |
| Stored in the warehouse | Return application window | Five days |
| Signed for | Compensation claim window | Seven days |
| Dispatched internationally | Loss claim window | Forty five days |
Source: OOTDBUY after sales and insurance notices, read 3 August 2026. Timings are the operators own descriptions, not guarantees, and the official pages are the authority.
The help centre is organised by department, not by problem
Which is why people end up in the wrong article. The six groups are customer service, the shopping agent guide, payment, delivery, warehouse and after sale, and about. If your question is about money before the parcel exists, it is in payment. If it is about money after the parcel exists, it is in delivery.
One practical note: the article URLs are long numeric identifiers rather than readable paths. They cannot be guessed, so use the footer index or the links on this site rather than trying to construct one.
Frequently asked questions
Seven that come up more than anything else, answered from the official notices rather than from folklore.
Does OOTDBUY check whether the item is any good?
No, and it does not claim to. The published inspection scope is quantity, colour, size and other stated specifications, plus opening every parcel to check for prohibited goods, plus photographs. The same notice names colour deviation, size deviation and usage effect as outside that scope. It is a shipping safeguard, not a quality opinion.
What do I do if the item does not fit?
Sizing is the one failure this route cannot protect you from, because a garment that matches its own label has passed inspection. The prevention is to take the sellers measurements in centimetres before ordering and compare them against something you own. After sales is graded by order status, and once a parcel is stored there is a five day window to apply for a return.
How long can a parcel sit in the warehouse?
Normal parcels are held free for ninety days from the day they are received, and OOTDBUY emails before the deadline. Abnormal parcels get thirty days with no reminder, so it is worth checking your parcel list rather than relying on the email.
Why is the international shipping fee not in my order total?
Because it is a separate payment made later, when you submit the parcel for shipping. The order screen prints a grey line saying so directly under the amount payable. The first payment is goods plus domestic freight.
Can I ship perfume, cosmetics or anything with a magnet?
Sometimes, depending on the line. Liquids, pastes, powders, cosmetics, magnetic parts, blades, lighters, seeds and medicine are all named on the official restricted list, and tobacco and alcohol are not accepted at all. Read the list before you pay for the goods, because a rejected item has still cost you the domestic purchase.
What happens if the parcel is damaged or lost?
Compensation has published windows: within seven days of signing for the parcel, or forty five days from dispatch, with damage evidence submitted within two working days. Fragile items are covered for loss but not for damage, which is a real limit and worth planning around before you order glass or ceramics.
Do I need an account to use this guide?
No. Everything on this site is readable without signing in anywhere. You only need an OOTDBUY account at the point where you actually want to order something, and the official help centre articles are public too.
The jargon you will see, decoded
QC means the photographs the warehouse takes after it opens your parcel. It is a record of what arrived, not an opinion on whether it is any good. Consolidation means several of your stored items leaving as one parcel. Declared value is the number written on the customs paperwork, and it is the number your own customs authority reads.
GL means green light and RL means red light: community opinions about whether an item looks acceptable in its QC photos. They are not shipping-line names or guarantees. If a photo shows a problem, describe it clearly and request the next action through your order before the return window closes.
The screenshot below is the operator defining one of its own terms, and it is a good example of why the definitions matter. Out for delivery sounds like a courier is carrying your box around right now. OOTDBUY applies it to a parcel the courier already attempted and could not hand over.
