Help
CSSBuy help centre
Sorted by what you are actually asking rather than by which department owns it. If your question is about a real order that already exists, skip all of this and talk to CSSBuy directly, because we cannot see your account.
What this site can and cannot do. We explain how the service works. We cannot look up an order, chase a parcel, issue a refund or change an address. Anything involving your actual money or your actual box needs CSSBuy support.
Buying
Links that will not resolve, minimum order quantities, sellers with no product page, failed purchases and what happens when an item is out of stock after you have paid.
Shipping
Choosing a line, restricted goods, volumetric weight, consolidation, customs and what happens when tracking goes quiet.
Fees
Every point where money leaves your hands, in order, plus the deposit and reconciliation mechanism that surprises almost everyone once.
Official policies
Storage deadlines, returns, insurance and terms, straight from CSSBuy rather than paraphrased by us.
How to ask so you get a useful answer
Support quality depends more on the question than on the agent. Three habits change the outcome.
Use the order's own note thread. It carries the item, the inspection photos and the history. A fresh ticket starts from nothing.
Say what you want to happen. Not just that something is wrong, but what would resolve it: return it, ship anyway, hold it, refund. Otherwise the first reply is a question rather than an action.
Include the numbers. Order number, parcel number, tracking number. One line of identifiers saves a day of back and forth.
Frequently asked
Five questions that come up constantly
Who do I contact about a real order?
CSSBuy, always. We are an independent guide and we have no access to your account, your orders or your parcels. Use the note attached to the order itself, or their contact page. The order note is better because the item, the photos and the history are already attached to it.
Is there a fee just for using an agent?
Fee structures change and we do not publish figures that go stale. What we can tell you is where money moves: the goods and Chinese domestic postage at checkout, then international shipping later as a deposit that gets reconciled. Optional extras such as insurance, reinforced packing or extended storage are charged when you request them. For current numbers use the official calculator.
My tracking has not moved in five days. Is my parcel lost?
Probably not. International freight has long silent stretches, especially around customs clearance and carrier handovers. Compare the silence against the quoted transit time for your line. If it is well past that, raise it in the parcel's note thread.
Can I cancel an order after paying?
It depends entirely on how far it has gone. Before CSSBuy has purchased from the seller there is usually room. Once the seller has shipped to the warehouse you are into return territory instead, which needs the seller to accept returns, the item to be within seven days of arrival, and you to pay return postage. Ask through the order note as early as you can.
Do I need to pay customs duty?
That is between you and your own country's customs authority, and it depends on your destination, the declared value and the category of goods. No agent can waive it or predict it reliably. Some shipping lines include a customs handling component in the quote and some do not, which is one reason two lines to the same country can look very different.
Still stuck?
Write to us at [email protected] if something on this site is wrong or unclear. For anything about a live order, CSSBuy support is the only party that can act.