HELP | WISHALIVE.shop® South Africa's #1 Site for Millions of Products.

WISHALIVE HELP DEPARTMENT:

Topics

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Awaiting Order Arrival

Refund

Account Management

Aftersales

Ordering & Payment

Coupon & Promotion

Frequently Asked Questions

Awaiting Order Arrival:

I received my order after getting a refund. What can I do?

If you would like to return the item, please contact the seller to negotiate the return, e.g., return it to the seller directly, or place a new order in seller's store.

I haven't received my order. What should I do?

Please Track the parcel to check the package status:

- If the package is in transit with normal logistic update:

According to our past experience, the majority of the packages will be delivered within the time frame promised by the seller.

If your package does not arrive by the promised time (PST), please open dispute and we will help you then. We appreciate your patience.

- If it is over promised delivery time, there is no tracking information, package is returned to seller/hold in customs/shipped to wrong address:

You can open a dispute to apply for a refund on the 11th day after the order marked as shipped by clicking here to find the order and open dispute, we will step in if you cannot reach an agreement with seller in 5 days.

Kindly Reminder: By opening a dispute we could secure your payment from being released to the seller and it would not affect the normal delivery of your parcel at the same time.

- If it is over protection time, but still not received the goods:

Since you cannot open dispute as you have not open dispute in protection time, you will need to contact the seller for help. Also we highly suggest that, next time, you open a dispute in buyer protection period to claim refund.

How do I track my package?

Visit "My Orders"-Find the order-Click “Track Order” /"Click here to view more".

You can also email our customer service call center at CustomerCare@WISHALIVE.co for more tracking information.

Order processing time may be delayed about 5 days during International Workers' Day

To celebrate International Workers' Day, many of our sellers will be on holiday from April 29- May 3. During that period, order processing, shipping and seller response time in dispute may be delayed about 5 working days.
If you have any questions or concerns, please contact our customer service team.

What if the package is held by customs?

As buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first:

1. Importing tax/document is required. Please pay the tax/provide the document for customs clearance.

2. Document from seller is missing. Please contact seller to get the required document, and then clear the customs.

If seller does not cooperate to provide the document, please open a dispute on the order page, providing the official document from the local customs to clarify the detained reason, so that WISHALIVE can step in.

Below is the contact information of customs in several countries:

Customs Contact By Country:

Russian Federation: (+375 17) 222 72 47/ 222 72 28

Mexico: (+52 55) 51 33 07 15

United Arab Emirates - Dubai: (+971 4) 337 4546 / 2146；Abu Dhabi: (+971) 2633 4832

Saudi Arabia - Riyadh: (+966) 1 289 8217；Jeddah: (+966) 2 627 9033；DMM: (+966) 3 842 8665

Italy: (+39 03) 3166 24 73

Brazil: (+55 11) 2112 7267

Ukraine: (+380 44 ) 245 62 20

Spain: (+34 91) 396 42 32

Poland - Warsaw: (+48 22) 548 14 31；Bitom: (+48 32) 281 82 80 / 89；Poznan: (+48 61) 869 72 61；Szczecin: (+48 91) 434 37 83

France: (+33 1) 5501 3812

South Korea: (+8232) 743 9741

Aftersales:

What are the Product Categories that do not allow Physical Return (Non-Returnable)?

1. Within 15 days from the order confirmation date, the consumer can raise Return/refund request if the item is unused and fully qualified, and the item supporting 15-day return with no reason (see below Table 1)

How do I open a dispute?

You can apply for a refund if you've not received the order by the end of Buyer Protection period or if you want to return your order for a refund. You can go to the Account > Orders > Order details to apply, manage or track your refund.
In this article, you'll find:
- When can you get a refund
- How to apply for a refund

When can you get a refund?
Order not shipped out

If the seller has not yet shipped out your order, you can cancel for a refund:
- Go to My Account > Order> Order detail of the order you want to cancel.
- Click on the Cancel order button.
The refund will be processed within 3-20 business days depending on your payment method.
cancel order for refund
Order shipped out by not received

If the seller has shipped out the order but you haven't received it yet,
- Start a dispute by going to Account > Order > order details of the specific order and open a dispute
- Select Refund only for the application type
open dispute for not received order
After-delivery item issues

If the order or the packaging is damaged, item received has issues, or it's not as described then you can;
- Start a dispute by going to Account > Order > order details of the specific order and open a dispute
- Select Refund & Return or Refund only for the application type
open dispute for item issues

How to apply for a refund?
Open a dispute
- Go to Account > Order click on order details on the item you want a refund or refund for a return
- Click on Open Dispute to initiate the process
click 'Order details'
click 'Open dispute' button
Select the dispute details
- Select the reason why you are applying for a refund
- Specify the refund amount you'd like [shipping fee refund will be applicable if you return the entire order]
- Select & confirm the refund method where you'd like to receive the refund amount to get debited.
fill in the refund application form
Describe the issue and add relevant images
- Explain why you should receive the specified refund amount. More context will help your case.
- Attach relevant images and videos to support your reason and explanation.
Please note: the image should be up to 5MB and the video can be up to 2GB (supporting formats: PNG, JPG, MP4, GIF)
Check the progress of your refund

The seller will respond within 5 days after this & keep an eye on updates. To check the progress of your update;
- Go to Account > Order> Order details of the item you want to refund
- Current status is mentioned on the dashboard as In progress
- Click on Handle now to take any action
Check and respond if needed
Confirm the solution provided
- If you agree with the seller's solution, you may Confirm.
- If you don't agree, you can provide more evidence to the seller.
- After 5 days, if there's no solution WISHALIVE will step in and provide solutions based on the evidence you've provided.
confirm the solution provided
Refund ended

On agreement, a refund will be sent to the Refund method selected. It takes 3-20 business days for the refund amount to be reflected in the system. You can check the payment method or the dispute dashboard to ensure a refund has been received.

What's the dispute process after I have opened a dispute?

After you've opened a dispute, the seller will be notified and need to reply to your request in 5 days. Please check My WISHALIVE > Refund & Return, click View details for updates/detail information of the dispute.
- If the seller agrees with your request of Refund Only or if he/she doesn't reply within 5 days, request will be closed automatically, and you will get your refund in 3-20 working days (When will I receive my refund?).

- If the seller agrees with your request of Return Goods, you will be asked to return goods and submit tracking information in the system within 10 days.

- If the seller doesn't agree with your request, you can click View possible solutions to Update Proposal or wait for us to automatically escalate your dispute after 5 days. In this case we will help you look into the matter and try to find a suitable solution.

- If you are not satisfied with the offered solution or asked to provide more evidence, please click View possible solutions to Update Proposal, click Upload proof to provide new evidence to support your request.
For certain request that do not need seller response, the WISHALIVE return/refund team will step in directly and offer solutions for you. Please pay attention to any updates you receive regarding the request and ensure that you are responsive to any additional questions from the return/refund team.

What can I do if dispute time is expired?

If the Buyer Protection period is over, you cannot submit 'Refund/Return' in the system, please contact seller for a solution.

The product I received does not match the description. What can I do?

Please check the goods clearly after you have received it.

1. If you are not satisfied with the product you received, please contact your seller to agree on a solution.

Please tap Contact Seller to send a message to the seller. We suggest providing a photo or video of the item clearly showing the problems so that they can confirm the issue and offer the best solution for you.

And please check the messages between you and seller on the page Message Center - Chats.

2. If that doesn’t help, you can apply for a refund by opening a dispute before the Buyer Protection has ended. Please click here to learn more for how to open dispute.

3. If the order with Free Return service, you could ask for free return in local within 15 days after receipt. Please click here to learn more for Free Return service.

4. If the order with one-year Commercial Warranty Service, please submit a warranty service request after the Buyer Protection has ended. Please click here to learn more for Commercial Warranty Service.

Refund:

I have not received my refund. What can I do?

The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.

Generally, the refund will be received in 3-20 business days. Please click the right Payment/Refund method for detail information about the refund.

Method of Payment

Method of Refund

Debit/Credit Card(Visa/Master/Maestro/Amex/Carte Blue/JCB/Diners Club/Discover/MIR/Hiper/ELO/TROY)

Original Account of the Payment

PPRO(Ideal/Giropay/PayU/Przelewy24/Sofort Banking/bancontact)

Mercado Pago(OXXO/7 Eleven/Telecomm/BBVA Bancomer/citibanamex/Santander)

SMS(MTC/MegaFon/Beeline/TELE2)

Webmoney

Yandex.Money

Doku

QIWI

Mpesa

PayPal

Klarna

Ebanx/Boleto

TEF

COD (available to Saudi Arabian buyers only)

Coupon

How to check my refund?

The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.

Generally, the refund will be received in 3-20 business days. Please click the right Payment/Refund method for detail information about the refund.

For following method of payment, please refer to the Original Account of the Payment:

Debit/Credit Card(Visa/Master/Maestro/Amex/Carte Blue/JCB/Diners Club/Discover/MIR/Hiper/ELO/TROY)

PPRO(Ideal/Giropay/PayU/Przelewy24/Sofort Banking/bancontact)

Mercado Pago(OXXO/7 Eleven/Telecomm/BBVA Bancomer/citibanamex/Santander)

SMS(MTC/MegaFon/Beeline/TELE2)

Webmoney

Yandex.Money

Doku

QIWI

Mpesa

PayPal

Oney Installment(For French user only)

OTC_PIX

Klarna

Ebanx/Boleto

TEF

Why does it show that a refund is being processed after order cancellation?

You are supposed to get a refund for this order and AliExpress is processing the refund. After successfully processed, the refund will be received in 3-20 business.

Note: refund progress might not be shown immediately. You may check it again 3 days later.

When will I get my refund?

Please take easy that the fund is guaranteed as WISHALIVE knows how important your money is and we make sure that the refund is handled accordingly.

Usually, it takes 3-20 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by AliExpress.

You may check the order details to confirm whether the refund has been successfully processed, please feel free to contact your bank (please provide the ARN to your bank if there is) to follow up the Refund status.

What is ARN?

Acquirer Reference Number (ARN) is the tracking information for your bank or card company to locate the refund.

For most debit/credit card refunds that have been successfully processed over 20 business days, there will be the ARN on the order page, or provided by our customer support.

With this number, the issuing bank, especially the department at the bank which deals with chargebacks or disputed payments, is able to help you find the refund. Thus, you may provide the ARN for your bank/card company to locate the refund.

Ordering & Payment:

How to solve payment issues?

If you could not pay for your order through card with error CSC_7200026, please check My Appeal as below:

1. When there is appeal pending on the page, you need to submit with required documents first;

2. In case, you have already appealed online, kindly be awaiting for 1 business days;

3. Otherwise, you could change the payment methods or ensure your card is valid and with sufficient fund.

If there is other payment errors, you may follow the suggestions as below to solve the problem:

CSC_7200011

Insufficient funds in card or account of payment.

Please top up your account for payment again or use another card/method instead.

CSC_7200015

Rejected by bank or financial institution, only from whom the detailed reason for rejection can be confirmed.

You may contact your bank to get detailed information or use another card/method instead.

CSC_7200022, CSC_7200051, CSC_7200001

Card is not supported/Incorrect information of card

Please double check if you have input correct information of card for payment. If you got error after double checking, please pay through another card/method instead.

CSC_7200026

Due to security reason, card verification(appeal) is required.

Please click here to submit document directly.

It usually takes 1-3 working days to get a result. But during Shopping Festival, we will make it as soon as possible.

CSC_7200034

Incomplete information of the order.

1. Check if name in the shipping address has been filled in correctly; correct & complete information is required.

2. Try to verify your WISHALIVE account.

CSC_7200012

Expiry date of card is wrong or the card is expired.

Please try again with correct expiry date or contact your bank for help. Besides, you may use another card/methods instead.

CSC_7200020

Something wrong with the card information.

Please check and input correct card information.

CSC_7200040

This card is restricted by bank.

Please confirm with bank to get resolve the problem, or use another card/methods instead.

CSC_7200006

Currency selected for this payment is not supported.

Please change to USD or other currencies to try again.

CSC_7200009

Exceeding limit of your card or bank account.

Please modify limit of your card or bank account and try again. Besides, you may use another card/methods instead.

CSC_7200021

Wrong CVV code was entered.

Please enter correct CVV code for payment again.

Why was my order closed for security reasons?

In order to ensure the safety of your payment, WISHALIVE executes a verification process for every order. Some orders may be closed due to potential security reasons, including but not limited to:

Scenario A: Coupon/discount has already been used by the same user.

For this scenario, please delete the coupon/code on your order and try again.

Scenario B: Incomplete information of order.

For this scenario, please input complete name information and try again.

How to cancel my order?

1. Unpaid order

You can cancel directly by clicking 'Cancel Order' button on order detail page.
2. Paid order

You can cancel your order with seller's approval. Cancellation process:

① Click 'Request Order Cancellation'. Select a reason for cancellation

② If order is still within 7 days after payment, order will be cancelled immediately. If order is over 7 days after payment, seller should respond within 48 hours. When seller fails to respond within 48 hours, order will be cancelled automatically

③ Refund will be processed to your bank/card account within 3-20 business days
Notes:

1. Order cannot be cancelled when order status is 'Payment being verified' or 'Payment processing'. You can try to cancel the order after order status update.

2. Seller may not reply immediately due to high order volume (such as 11.11 Sales). Your patience on this will be appreciated.

3. If seller have sent goods out, but you haven’t received your order after delivery time is out, or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn't work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.

I cannot find order in my account.

1. Unpaid order

You can cancel directly by clicking 'Cancel Order' button on order detail page.
2. Paid order

You can cancel your order with seller's approval. Cancellation process:

① Click 'Request Order Cancellation'. Select a reason for cancellation

② If order is still within 7 days after payment, order will be cancelled immediately. If order is over 7 days after payment, seller should respond within 48 hours. When seller fails to respond within 48 hours, order will be cancelled automatically

③ Refund will be processed to your bank/card account within 3-20 business days
Notes:

1. Order cannot be cancelled when order status is 'Payment being verified' or 'Payment processing'. You can try to cancel the order after order status update.

2. Seller may not reply immediately due to high order volume (such as 11.11 Sales). Your patience on this will be appreciated.

3. If seller have sent goods out, but you haven’t received your order after delivery time is out, or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn't work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.

How do I extend Processing Time of an order?

If order status is "Awaiting Shipment", it means seller is preparing the goods for you. Goods will be shipping out before the deadline.

If you want to extend an order’s Processing Time, please follow the below steps:

Step 1: Sign into My Orders and find your order

Step 2: Click Extend Processing Time

Step 3: Fill in the extension time and click Confirm

Account Management

How can I find my account?

Please check whether you used another account to place the order, log into with that account.

If you forgot the account(s), please click here to locate the account id with order number or credit/debit card paid for orders, then you can sign into the account to check orders.

How do I change my email address?

To change your register email address, please follow the below steps:
1. Sign in your account;
2. Click here to Change Email Address;
3. Choose "Email Verification", then click on "Click here to receive verification code" to receive a verification code in your current registered email;
4. Enter the verification code you received;
5. On the next page, enter your new email address, and also click on "Click here to receive verification code" to receive a verification code in your new email;
6. Enter the verification code and click on "Submit".

Why are the reward points not added to my account?

The reward points, monthly updated on 8th, consist of Shopping points, Fan points and Bonus points. Membership status is based on the number of reward points you have accumulated over the last 12 months.

If the order points have not yet been rewarded to your account, then it may be due to one of the following factors:

The points are only rewarded once your order has been completed. Check your order status.
Refunded or fraudulent orders are excluded.
Shipping discounts, free gifts, deposits or pre-orders are not eligible to receive points.
Orders less than $2 USD are not valid to claim reward points.

How can I change my birthday on my WISHALIVE account?

You can set your birthday on APP：Account - Settings - Profile - Birth Year

You cannot modify the birthday Settings after they are complete

What should I do if I can't sign into my account?

Scenario 1: Account name or password is incorrect.

Solution: Check whether the account id/email address/password you have entered is correct. If you have forgotten your password, please reset your password and try to login again. For more information about retrieve password, please click: I have forgot the password, how do I retrieve password of my account?

Scenario 2: Verification is required because an unusual activity is detected.

Solution: Please sign in from your PC (computer) and click "REGAIN ACCESS" as below to verify your cellphone number. After successful verification, your account will be available again.

Scenario 3: SNS (Social Network System) account login problem, including Google, Facebook, Twitter, Pinterest, Instagram, VK, OK.

Solution: Please sign in directly with your third party account and password.
For Instagram accounts: By clicking the Instagram sign, you will see a notice page showing the actions you may take in order to sign in your original account.
Note:1. If you are new to WISHALIVE please note that Instagram is no longer available as a login access. Please kindly select other login methods.

2. If you used to sign in your account via Instagram and had an email set up for it, please exit this page and log in with that email. Select "Forgot password" to create a password for your account if you did not set a password. Then you will be able to sign in your original account by email address moving forward.

3. If you used to sign in your account via Instagram but never set up an email for it, please tap “REGISTER BY EMAIL” button to “CREATE ACCOUNT” with a new (non-existent) email and “CONNECT WITH INSTAGRAM ACCOUNT” (your original account). After that, you will be able to sign in your original account by using this email address and password you just created. (Refer to the screenshots showed below)

Coupon & Promotion

Why is the price at checkout different than the price in the product detail or search results page?

What can I do?

Step 1. please get coupons for each product in product detail page as below.
Step 2. If you still have coupon/discount not applied, please add items to the cart and check again.
How is the price calculated?

Price will be calculated base on product price, shipping cost, tax, different types of discounts, etc.
Price after discounts is the best price after all types of discounts and calculated according to basic product information. It might be changed after product selected.
Below are possible reasons of price difference for your reference:

● Information change: price will be different if there is change on address, product option, etc.

● Shipping fee or tax might be added for ordering after product selection base on your address information update.

● 1 coupon can be used only once. Before ordering, the coupon will be applied for all applicable products as estimated Price after

How do I get/use a promo code?

What can I do?

Step 1. please get coupons for each product in product detail page as below.
Step 2. If you still have coupon/discount not applied, please add items to the cart and check again.
How is the price calculated?

Price will be calculated base on product price, shipping cost, tax, different types of discounts, etc.
Price after discounts is the best price after all types of discounts and calculated according to basic product information. It might be changed after product selected.
Below are possible reasons of price difference for your reference:

● Information change: price will be different if there is change on address, product option, etc.

● Shipping fee or tax might be added for ordering after product selection base on your address information update.

● 1 coupon can be used only once. Before ordering, the coupon will be applied for all applicable products as estimated Price after

GoGo Match

What is the campaign schedule?

This campaign will start on 00:00:00, March 15, 2023 PST and end on 22:00:00, March 26, 2023 PST.

How to join in the activity?

1)During the campaign, you can participate in the activity to get the points and then redeem it for rewards.

2)You need sign in the account to start the game and everyday you will get some free moves which will be provided in the midnight PST.

3)If the free moves has been used up, you can try to finish the extra tasks to get more moves, and all task will be changed according to the different countries.

4)You can redeem the rewards during two time slots: the first is from 00:00:00, March 20 to 24:00:00, March 24 (PST) and the second is from 00:00:00, March 25 to 23:00:00, March 26 (PST). And all the rewards is limited offered and first come, first served.

What are the rewards and how to get them?

After playing the game, you will get the points and could redeem them for the rewards. For example, you can

1) Redeem WISHALIVE Coupons: WISHALIVE Coupons can only be redeemed once during each of the Redemption Period respectively.

2) Redeem Store Coupons: Each store coupon can only be redeemed once throughout the game cycle.

3) Redeem Feature Items: You can purchase the feature items with a 99% off discount, i.e. 1% of the item's original price. You need to take care of the related taxes and shipping fees. To enjoy this prize, please place your order and redeem the feature item from March 20 to March 26.

4) Redeem Coins: Coins can be redeemed 50 times at most.

5) Game Prop: GoGo Match Prop can be redeemed up to 50 times and Merge Boss Prop can be redeemed up to 25 times.

Why can't I participate in the activity?

1) This activity is not available in United States, Brazil, Spain, France, Armenia, Azerbaijan, Belarus, Georgia, Kyrgyzstan, Kazakhstan, Russian Federation, Tajikistan, Turkmenistan, Uzbekistan, Moldova.

2) If you find the error ’To protect the security of your account, your request can't be processed at this time‘ when you try to join, it means due to the security reason, you may not join in it. Please try to join in other activities.

When the Anniversary Sale starts?

When the big sale starts?

The warm up period of the shopping festival begins on Mar 18, 2023 00:00:00 PT and end on Mar 19, 2023 23:59:59 PT.

The big sale of the shopping festival begins on Mar 20, 2023 00:00:00 PT and end on Mar 26, 2023 23:59:59 PT.

Therefore, please try to place order for the products with a big discount from Mar 20, 2023 00:00:00PT.

Earn **% off coupon

What is the campaign and how to join in it?

During the campaign events, every WISHALIVE buyer places an order for any Choice item marked with "Earn xx% off coupon", he is entitled to one or more up to a certain total value coupon (for example US$10) .

And when the order was paid successfully, coupon will be showed on the coupon list as 'pending'. After the seller ships this order, the status of the coupon will be available for usage.

What is the coupon I can get and how to use it?

The coupon you can get is one kind of WISHALIVE coupon which only could be used to purchase the Choice items which may from different stores. And normally, it will be valid for 30 calendar days once available.

For the usage,

-when the coupon be available, it will be applied automatically on your Choice order;

-the coupon can be used with the promotions, for example 3+ items from US $5.99/1.99/0.99,US $4 off orders $20/US $3 off orders $15,Group Buy, Selected SuperDeal items, Store coupons and Other AliExpress coupon/codes. However, it could not be used with Coins or Discounts available from GoGo Match and Slash It;

-and the coupon is applicable on the item (exclude the shipping fee and tax) exceed the coupon amount by US $0.01 or more.

Why could not I participate in this activity?

The campaign is only available for some special countries’ aimed buyers who are not from Russia, Kazakhstan, Turkmenistan, Georgia, Belarus, Azerbaijan, Armenia, Uzbekistan, Tajikistan, Kyrgyzstan, Moldova, and other countries that do not support this campaign. If you are from these countries or you do not match the rule of participate, you may not find or join in the campaign.

Why could not I earn the coupon after payment?

1)The item you purchased is not Choice item marked with "Earn xx% off coupon".

2)There may be only a fixed opportunities or the maximum total face value of coupon for every buyer to get the coupon during the campaign, if you has used all opportunities to get coupons or you have got the maximum total face value of the coupon, you may not get one more. Please get the opportunities and maximum amount limitation on the campaign page.

3)If you placed orders without payment, it may be calculated the pending coupon (even not appear on the coupon list), please try to finish the payment as soon as possible or cancel it to release the calculated pending coupons amount and opportunities.

4)If you canceled the paid order before the seller shipped out, the coupon will stop providing, and you can find it under coupon history.

Product Selection

Why do prices sometimes change on the checkout page?

Kindly note the price in shopping cart is based on "ship to" country as below:

When you place order, the price is calculated based on your shipping address as below:

If receiver country is different, then price may be different.

How do I manage my shopping cart?

You can use the Shopping Cart to save products and pay for several products at once. Up to 100 items could be saved in Shopping Cart.

Why price shows different on shopping cart page and checkout page?

Kindly note the price in shopping cart is based on "ship to" country as below:

When you place order, the price is calculated based on your shipping address as below:

If receiver country is different, then price may be different.

How to play “Add products to the Cart to receive coins” game?

When does the campaign begin?

The campaign will start on Oct 28, 2019 00:00:00 PT and end on Nov 10, 2019 23:59:59 PT.

How to participate in the campaign?

1. Add items to your shopping cart, you will earn 5 coins for each item.

2. You can earn coins on the desktop version and the mobile app.

3. You may add as many items to the cart as you like, but you can only earn up to a total of 50 coins per day and earn up to 700 coins during the entire game period.

4. To get more savings during 11.11 Sale, you need to exchange the coins for coupons before Nov 12, 2019 23:59 PT.

Why could not I get the coins after adding the products into my shopping cart?

1. Please ensure when you add the products, you have signed in your account successfully. If not, you may not get the coins.

2. You can only earn up to a total of 50 coins per day and earn up to 700 coins during the entire game period. Please ensure you did not get the maximum coins now.

3. If you add the product on the page which is for user to get more discounts as below, you may not find the coins have been added directly. However, you could find the coins have been added on the coins history list. So, please check it directly.

What should I do if “coffee cup” error occurs when placing order?

It might due to seller’s product setting with limitation for user to place order. We would like to suggest you to try to select other similar products. Thanks for your understanding and cooperation on this.

APP

What should I do if I meet error "AE-QUERY-TRADE-PLATFORM-LIMIT-WARN：You can only purchase one New User Bonus"

Kindly note New user bonus is only valid for first order. One new buyer could only enjoy this discount one time.

The error reason is that buyer selected two or more New user bonus items at one time in shopping cart.

Please operate as below photo steps guide and choose the preferred one new user bonus discount item.

Firstly, change "ship to" country to another one

Next, reset "ship to" country to be yours. Then, shopping cart will show normal.

I want to know more about product (size, color, shipment etc.)

To get product details, please take below steps:

Step 1. Open product page by clicking product's title or picture.

Step 2.

- Check 'Overview' to know description of the products, product images, packaging information

- Check 'Customer Reviews' to refer to other consumers' comments after buying

- Check 'Specifications' to know Item specifics (Material, Size, Item Type, Feature, etc.)

- Check 'Shipping' to choose satisfactory shipping method

- Check 'Buyer Protection' to know how AliExpress protect your benefit

Kind note:

If you couldn't get all details, please click here to know how to contact the seller to ask more.

How to find good products/sellers?

1. How do I find a product?

2. I want to know more about product (size, color, shipment etc.)

How do I find a product?

1. Type the name of the product you’re looking for into the search bar. You can search for products by name or features, such as brand, artist, part number, etc.

2. If you have not decided what product you would like to find, you can try to search for the product in the categories section or our promotion product list under the search bar.

3. Narrow your product search by using the advanced search tools.

Note:

- Detailed product information is displayed on the product details page. This information includes product specifications, seller information and buyer reviews.

- All the products on WISHALIVE are posted by seller members. Please click “Contact” button to communicate with seller for more details.

How do I find a good seller?

There are a number of ways to find a good seller:

1. Filter top-rated sellers with the advanced search tool.

2. Check a seller’s feedback ratings. This rating is based on other buyers’ reviews.

3. Other buyers’ feedback is a valuable evaluation to see if the seller is trustworthy. Check for product reviews, service feedback and other relevant information.

4. Ask questions on App. You can tap "Questions & Answers", you can check questions and answers of other buyer on "Question List" page, and you can also ask questions to wait reply of other buyers who have received the products.

If you still have any doubts, don’t be afraid to contact a seller or open a dialogue. Good sellers are typically happy to engage with interested buyers.

I want to know more about product (size, color, shipment etc.)

To get product details, please take below steps:

Step 1. Open product page by clicking product's title or picture

Step 2.

- Check 'Overview' to know description of the products, product images, packaging information

- Check 'Customer Reviews' to refer to other consumers' comments after buying

- Check 'Specifications' to know Item specifics (Material, Size, Item Type, Feature, etc.)

- Check 'Shipping' to choose satisfactory shipping method

- Check 'Buyer Protection' to know how WISHALIVE protect your benefit

Note:

If you couldn't get all details, please click to know how to contact seller to ask more.

Is this helpful for you?

Feedback

How do I leave feedback?

You can leave feedback for the order within 30 days of completing an order. Please follow the steps below to leave feedback for an order:

Step 1: Sign into My Orders

Step 2: Go to Manage Feedback, and click Orders Awaiting My Feedback

Step 3: Choose an order and click Leave Feedback. There will be the Leave Feedback button after order is completed.

Step 4: Finish the ratings and click Leave Feedback to submit the Feeback.

You can also add description and upload pictures for the goods and service of the order. If you do not would like to show the account information, please select Leave Feedback as Anonymous.

* Some products do not support pictures uploaded in feedback.

Step 5: Feedback will be published after you finish it. Please check the result on Published Feedback page.

Seller's feedback left for you will also shown on Published Feedback page after the feedback is published.

You can leave more feedback and reply seller's Feeback for the order on Published Feedback page.

You can leave feedback once, and leave more feedback once for each order.

Why my feedback is not displayed?

After you leave feedback for an order, the feedback will be displayed on Published Feedback page. Feedback will also be shown on the Product page in 24 hours.
If you cannot find the feedback on Published Feedback page, please check:

1. Please check if you have submitted the feedback successfully. If the order is still on Orders Awaiting My Feedback page, please leave your feedback again as you did not submit the feedback successfully.

2. Please notice that the feedback might be removed if it violates feedback rules.

How do I change feedback?

Once you have submitted your feedback, you won’t be able to revise it. However, you are welcome to add additional feedback and reply to seller's Feeback to show your new opinions and images.
Please find the order on Published Feedback page, click the Leave more feedback button and the Reply to Feedback button to leave additional information.
Is this helpful for you?

Communication

How do I contact the seller?

Please click “Contact” button on any page to start conversation with seller:

Product page:

Order list page:

Order detail page:

Is this helpful for you?

Report channel-Merchants abusive buyers

Seller’s degree of violation:

1. General violations: Abuse words (such as fuck, suck, etc.), threats, curses, racially discriminatory words, religious or personal attacks, etc. or repeated harassment in the text, affecting the mind or normal life;

2. Serious violations: the scope of the harassment is large, the impact is wide, and the behavior that has caused or may have a serious impact on the security and reputation of the platform;

3. Very serious violations: Use extreme methods or tools to harass users, seriously affect the buyer’s normal life, and cause great physical and mental harm to the buyer, including but not limited to mailing to the buyer object that is offensive or insulting/threatening, Publish the buyer's private phone number, address, name, purchase record and other information to the Internet, etc.

Buyer self-reporting process:

You can go to this channel to self-report as blow：

Consumer IM dialog-click on the upper right corner“...”——report——violent, sexually explicit, or inappropriate content——Prompt content: Report ；Submitted

Is this helpful for you?

What can I do if seller did not respond to me?

Due to different time zone and leap order volume during shopping festival, sellers may be not reply in time. Hope you kindly understand this. Your patience on this is highly appreciated!

If a seller has not responded within a reasonable time frame, you can:

- Find another seller

If a seller has not responded within a reasonable time frame, we suggest you find another seller offering the same product.

- Cancel the order

Once you have raised a cancellation request in the system, the system will cancel your order once the order processing time has run out.

- Open a dispute

If you’re not satisfied with an order or it has not arrived, you can apply for a refund by opening a dispute. Please make sure you do this within the Buyer Protection period.

You may have concern on below questions:

- I have not received my order

- Items not as described

- I have not receive my refund

- I would like to open a dispute

How to contact seller by message?

How to contact seller?

Please click “Contact” button on any page to start conversation with seller:

Product page:

Order list page:

Order detail page:

The seller doesn't respond to me. What should I do?

Due to different time zone and leap order volume during shopping festival, sellers may be not reply in time. Hope you kindly understand this. Your patience on this is highly appreciated!

If a seller has not responded within a reasonable time frame, you can:

- Find another seller

If a seller has not responded within a reasonable time frame, we suggest you find another seller offering the same product.

- Cancel the order

Once you have raised a cancellation request in the system, the system will cancel your order once the order processing time has run out.

- Open a dispute

If you’re not satisfied with an order or it has not arrived, you can apply for a refund by opening a dispute. Please make sure you do this within the Buyer Protection period.

How do I stop a seller sending message?

We are afraid to say that there is no stoplist function currently. We are rapidly optimizing and enriching the functions of Instant Messaging, and striving to bring you an improved experience as soon as possible.

The seller doesn't respond to me. What should I do?

How to contact seller?

Please click “Contact” button on any page to start conversation with seller:

Product page:

Order list page:

Order detail page:

The seller doesn't respond to me. What should I do?

Due to different time zone and leap order volume during shopping festival, sellers may be not reply in time. Hope you kindly understand this. Your patience on this is highly appreciated!

If a seller has not responded within a reasonable time frame, you can:

- Find another seller

If a seller has not responded within a reasonable time frame, we suggest you find another seller offering the same product.

- Cancel the order

Once you have raised a cancellation request in the system, the system will cancel your order once the order processing time has run out.

- Open a dispute

If you’re not satisfied with an order or it has not arrived, you can apply for a refund by opening a dispute. Please make sure you do this within the Buyer Protection period.

How do I stop a seller sending message?

We are afraid to say that there is no stoplist function currently. We are rapidly optimizing and enriching the functions of Instant Messaging, and striving to bring you an improved experience as soon as possible.

Rules & Policies

WISHALIVE.shop Privacy Policy

Visit the WISHALIVE Privacy Policy page here

Data protection policy

Ensuring the data security and privacy of our users across the world is of utmost importance to us.

User Agreements

WISHALIVE.shop Terms of Use

WISHALIVE Community Guidelines

WISHALIVE Community Guidelines

Welcome to WISHALIVE ("WISHALIVE" or "we/us") content community (the “Community”)! The Community is a place where consumers around the world can share life experiences, participate in discussions, and share feedback about products and services. We work with you to build a caring, respectful, friendly, and engaging community. Please read and follow these Guidelines to maintain the integrity of the Community.

1. Scope of application

1.1 We encourage you to use WISHALIVE social functions in line with these Guidelines, including but not limited to:

lShare your feedback and comments on the products you purchased

lJoin AliExpress Connect

lShare your life on WISHALIVE Feed

lUse WISHALIVE in-app live streaming feature

lUpload user avatar and profile information

lUse interactive communication features, e.g. Asking Everyone, IM feature, etc.

1.2 By accessing or using our Community features, you agree to our Terms of Use and Free Membership Agreement and to follow these Guidelines and other applicable rules, policies and guidelines on WISHALIVE as amended from time to time. These Guidelines will apply to the content you submit to the Community (including texts, images, videos, and links), your use of Community features, and your interactions with other users in the Community.

2. Appropriate behavior and respect others

A caring and respectful Community is built on mutual respect, understanding and appreciation. WISHALIVE trusts all Community users and we hope that users should also observe the following guidelines:

No discrimination. Do not post discriminatory content or any content inciting discrimination. For example, do not express hatred or intolerance of others based on their ethnicity, race, nationality, gender or gender identity, religion, sexual orientation, age, or disability, and do not promote organizations or individuals that make such inappropriate comments.

Do not annoy others. Do not post content that is libelous, defamatory, harassing, threatening, insulting, obscene, pornographic, obscene, or offensive. For example, do not hurt others with insulting remarks, do not deliberately fabricate false information to damage the reputation of others, do not use foul language or profane language, do not send repeated, similar and similar messages to others repeatedly by forwarding, commenting, @others, asking for attention and other ways.

Do not post false information. Do not post content that is untrue, false, exaggerated or misleading. For example, do not use false identity, do not fabricate details to distort the event, do not exaggerate the fact in the description, mislead others, avoid using absolute terms to make false propaganda.

Do not post inappropriate information. Please do not post content that is contrary to public order and good morals, promotes unhealthy thoughts/lifestyles, or causes public discomfort. For example, don't post content that may cause viewers discomfort, and don't post content that includes overeating, blood/violence, dangerous behavior, bad child behavior, etc.

3. Be helpful

The Community aims to provide accurate, relevant and helpful content to users, and the Community encourages all users to provide content based on real demands and experience. To make the Community features more specific and topic oriented, we also encourage you to submit content that is relevant to a specific topic.

l/We are always committed to improving your shopping experience and suggest that comments should be relevant to the products. If you have any questions about merchants, logistics, packaging, etc., please click Help Centre to seek assistance or solutions.

l/We welcome you to share your favorite products and good shopping experience with friends all over the world. If you are interested in joining us to share, please click here to learn how to share through WISHALIVE Connect.

4. Encouraged behavior

We value our Community and hope to provide users with interesting and useful content. The following sharing will be of particular interest to Community users :

lDeliver short videos conveying messages about your love and passion for life,, and how you cherish wonderful moments in daily life.

lPictures showing beauty and taste of a healthy life.

lShort videos which tell a story, or contain interesting elements, or tailor-made content.

lA good warm-up with an interesting and entertaining environment prepared for livestreaming, which creates a professional, trustworthy and interactive atmosphere with audiences and keeps their attention to the livestreaming.

lOther creative content.

5. Prohibited behavior

Post infringing content. We are committed to technological innovation and intellectual property protection. You must not infringe others’ intellectual property rights (trademark, copyright, patent, etc.) or other rights when you post content or interact with other users in the Community. You should only post content created by you or content that you are permitted to use.

Post content that may create transaction risks. To create a Community where users can trust, share and interact with each other, please do not post content that violates WISHALIVE promotion rules or that may cause transaction risks. For example, do not use any means, directly or indirectly, to induce users to conduct any offline transactions (including through third-party platform accounts, Alipay, bank transfer, etc.); do not post advertisements or solicitations, including any names, URLs, QR codes, logos, contact and account information, of third-party websites or apps (e.g. social networking, shopping guide, group buying, shopping platform).

Abuse of platform features and post spam content. Do not use any means technological or otherwise) to abuse platform features, products, or functions, including to benefit from artificially increasing the number of views, likes, comments, etc., or repeatedly posting the same messages.

Post sensitive content. Sensitive content refers to information that endangers national and social security or other sensitive information and prohibited content as defined under the applicable national laws and regulations of the respective country, including content which:

1) violates the fundamental principles under the applicable laws of the respective country;

2) endangers the unity, sovereignty, and territorial integrity of the respective country;

3) leaks state secrets, endangers national security, or damages national honor and interests;

4) incites ethnic hatred and discrimination, undermines ethnic unity, or infringes ethnic customs and habits;

5) undermines religious policies and promotes extreme religious beliefs and superstitions;

6) disseminates rumors to disrupt social order and destabilize social stability;

7) promotes gambling, violence, homicide, terror, drug abuse, pyramid schemes, self-abuse, or instigates crimes;

8) incites unlawful assemblies, associations, processions, demonstrations, and gathering crowds to disrupt social order;

9) contains obscene and pornographic information, including but not limited to:

a. sexually explicit images or descriptions or pornographic and vulgar content;

b. photos or videos containing nudity or sexually explicit images, or photos, videos, audios or texts containing sexual undertones, innuendoes, insinuations, or any other content implying sexual intent or arousal.

c. vulgar information, e.g. clothes that barely cover the intimate parts of human body, dressed in revealing clothes, topless or bare-chested photos, photos of naked children, breastfeeding, etc., except for the descriptions, illustrations and reviews in relation to product features.

10) contains other content prohibited by the laws and regulations of the respective country.

Doxing and invasion of privacy. Do not post personal information of other Community users, including phone numbers, private email addresses, mailing addresses, credit card numbers, etc.

Impersonate WISHALIVE official account to conduct fraudulent and deceptive activities. It is prohibited to impersonate WISHALIVE official account to contact other users or conduct other fraudulent and deceptive activities.

6. Protection of personal information and privacy

We value privacy of all Community users and are committed to protecting your personal information. When using Community features, please pay attention to the following:

lbe cautious when publishing your personal information such as name, birthday, contact information, and photos in the Community. If you publish content which contains personal information of another user or other users, you should inform such user(s) and obtain the prior express consent of such user(s).

l/we do not provide services to minors. If the content you choose to publish contains personal information of minors, you must notify their parents or guardians in advance and obtain the prior express consent from their parents or guardians.

l/we will not ask you to provide personal information or publish any of your personal information in the Community without informing you and obtaining your consent. Please do not disclose your password to anyone in the Community.

lf you share your computer or device with others, please do not save your login information (for example, user ID and password) in the same computer or device. Remember to log out of your account and close the browser after use.

l/Do not share your own login information or login information of other users on the AliExpress platform.

l/We will take appropriate technical and organisational measures to prevent unauthorized access to the Community, maintain data accuracy, and ensure use of the information in our possession for the purposes stated.

For more details, please see WISHALIVE.shop Privacy Policy

7. Implementation

7.1.1 Together we build our Community.

We welcome your participation in building the Community together with us. We highly value your ideas and thoughts. If you have any comments and suggestions for us, please click “Help Centre” to contact us.

You can click “report” link on the relevant page to report violations if you believe any user or content violates these Guidelines, and we will follow up and take actions in accordance with these Guidelines. Let us work together to build a better Community!

Examples of “report”:

7.1.2 Termination and cancellation

We are always committed to making the Community a caring and warm place for all the users. We encourage users to share with us as much as possible their authentic comments and suggestions, and we also hope users will be considerate and responsible when posting content. We will take the following actions against inappropriate behavior and content:

lBlock content

lDelete content

lDisenable the function of publishing content

lSuspension of your account

lClosure of your account

Other

Legal Information and Notice for Japan

Topics

The seller doesn't respond to me. What should I do?

How do I stop a seller sending message?

The seller doesn't respond to me. What should I do?

How do I stop a seller sending message?

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