Help
If something goes wrong, this is the order to try
We are a guide, not the agent. We cannot see your account, your parcels or your money, and nothing you write to us can change any of them. What we can do is tell you which door to knock on, because the official site keeps its answers in places that are not obvious from the navigation.
Order questions, payment questions and anything to do with a parcel go through the agent. Its contact page lists a customer support address for account matters, gives a separate address for business enquiries, and directs everything else to the ticket button inside your account or to its online customer service (checked 4 August 2026).
The official pages worth bookmarking
Each of these is a real page on the operator's site that we opened and read while writing this guide. They are the primary sources for everything quoted here.
Why combine delivery
The operator's own worked example of what combining saves, including the first weight and handling fee structure.
Read the combining articleOrientDig officialShopping assistant guidance
The ten step tutorial, with the screenshots of the warehouse and submit screens used throughout this guide.
Read the tutorialOrientDig officialCustoms risks
Declaration choices, what raises the odds of a check, and who carries the cost.
Read the customs articleOrientDig officialReturns and exchanges
The window after an item is stored, what is excluded, and the fees involved.
Read the returns termsOrientDig officialSign off notices
What to do at the door, the evidence deadlines, and the exemption clauses.
Read the sign off noticesOrientDig officialHelp centre index
Seven categories. Parcel questions sit under shipping and delivery.
Open the help centreFrequently asked questions about hauls
Everything here is answered from the operator's own pages, with the date we checked them. Where a figure is involved, your account screen is the authority rather than this page.
How long can items stay in the OrientDig warehouse?
Each item carries its own countdown. The operator's warehouse page shows a remaining storage figure against every row, and in the official tutorial capture those rows read as a number of days out of ninety. Treat the counter in your own account as the authority, because it is the one that will actually expire (checked 4 August 2026).
When does the storage clock start?
When the item is checked into the warehouse, not when you paid for it and not when you started the haul. The first thing you bought is therefore always the most urgent item in the box.
How long do I have to ask for a return?
Much less time than you have for storage. The operator's returns article puts the window at five days, stated as 120 hours, from the point the order status changes to stored in the warehouse, and says requests after that are not accepted. Returns also carry the shipping both ways plus a service fee, and the seller has the final say (checked 4 August 2026).
Can I add one more item after I have submitted the parcel?
No. Submission is the point where the contents are fixed. Anything that arrives afterwards is a separate parcel with its own first weight and handling fee, which is the entire argument for waiting until the haul is complete.
Why is my final shipping cost different from what I paid?
Because what you paid at submission is a deposit based on estimated weight. The operator states that the final fee is calculated from the size and weight the shipping company confirms, and that any difference is refunded to your account balance after dispatch (checked 4 August 2026).
Does the warehouse check whether my item is genuine?
It states the opposite. The verification article says staff verify material and category but cannot determine whether goods are genuine, and that if an item is judged to be an imitation and the parcel is confiscated, the recipient carries that (checked 4 August 2026).
What happens if my parcel arrives damaged?
Check it in front of the courier and either note the damage or refuse the parcel. If you did not check at the door, keep the original packaging and send the invoice and photos within two working days. Anything else about a delivered parcel goes to customer service within 72 hours of signing (checked 4 August 2026).
Is there a size or weight limit on one parcel?
Routes differ, and the submit screen only offers you the ones available for your destination. Separately from any hard limit, the operator warns that weight and piece count are what customs services use to judge whether a parcel is personal or commercial, and names 10 kg as the point where commercial treatment becomes more likely (checked 4 August 2026).
Who do I contact about a parcel?
The agent, not this guide and not the catalogue. Its contact page lists a customer support address for account matters and directs order, payment and parcel questions to the ticket button inside your account or to its online customer service (checked 4 August 2026).
What to send when you open a ticket
Support threads get resolved faster when the first message contains the things the other side will ask for anyway. For a parcel problem that is the parcel number, the order numbers inside it, photos of the outer box including the label, photos of the items as they came out, and one sentence saying what you want to happen.
For a damage claim there is an extra one: the operator asks for the original packaging to be kept. Throwing the box away before the claim is settled removes the evidence the claim depends on.
Where this guide can help, and where it cannot
Being clear about this saves everyone time.
Write to us about the guide
Corrections, out of date facts, broken links, or something that reads as wrong. We will fix it and note it on the updates page. [email protected]
Write to the agent about parcels
Orders, payments, quality photos, parcels, refunds and claims. Use the ticket button in your account so the thread stays attached to the shipment.
The jargon you will see, decoded
Four abbreviations do most of the work. QC is the quality check: photos of your item taken at the warehouse before it is packed. GL and RL are community shorthand for green light and red light, which is what buyers say to each other about whether a batch is worth ordering. Neither GL nor RL is an operator grade, and you will not find them anywhere in an account.
Two more are worth knowing because they show up on invoices rather than in forums. Volumetric weight is a weight calculated from the size of the box, used when the box is large and light. IOSS is the European import scheme whose number appears on a parcel line when the destination needs it.
When a term is the operator's own, it is defined in the operator's own articles rather than here. Where this guide and an official article disagree, the official article is the one to act on.
What QC is, and what it is not
Quality control here means one thing: somebody at the warehouse photographs the item when it arrives and puts the pictures in your account. The operator states the quantity in writing on the product page, and the quality check happens before the item can join a parcel, which is why it belongs in a guide about parcels at all.
What the QC process is not is an authentication service or a verdict on whether you will like the thing. It is a record of what arrived. If the pictures show a problem, that is the moment to raise it, because once the box is taped the cheap options are gone.
How to read QC photos in the two minutes you have
They arrive as a strip of thumbnails on the warehouse row. Reading the QC set properly means opening them full size, because the thumbnail is too small to show the things that actually go wrong. A short checklist covers most of it: the label and its size against what you ordered, the stitching where two panels meet, the sole or the hardware, the colour under a different light, and anything the listing promised in writing.
What to look for in a QC set is not perfection. It is the difference between the photos and the listing. A seam that is slightly off is a judgement call; a different colourway is a mismatch you can raise.
Do it the day the photos land. Judging the QC set late is how people end up paying to ship something they already knew was wrong.
