Quick answer
To start a return-related request on DHgate, open the specific order in your account and check the after-sales options shown for that order. If the item is damaged, missing, significantly different from the listing, or has another order-related problem, keep your messages and evidence inside the platform and submit the request through the order record.
Do not assume that every order can be returned immediately or that every request leads to a refund. Available options, evidence requirements, deadlines, return instructions, return shipping responsibility, and any outcome can depend on the order status and DHgate’s current terms.
Important: Do not send an item back on your own before you have reviewed the order options and received clear return instructions from the seller or through the platform process. A return address, shipping method, and evidence requirement may vary by order.
Before you start: identify the type of problem
“Return” can mean different things depending on where the order is in the process. Start by identifying which situation applies to you.
- The order has not shipped yet and you want to cancel it. Check the order page for cancellation or contact options. A cancellation request is different from a return after delivery.
- The order has arrived but there is a problem. Examples include an item that is damaged, missing, materially different from the listing, the wrong variation, or incomplete.
- You have already agreed to send the item back. Follow the approved return instructions for that specific order. Do not assume that products should be sent to DHgate itself or to the address printed on an unrelated package label.
- You changed your mind or no longer want the item. Check the listing, order terms, and available order options. Personal-reason requests may not be handled the same way as an item-not-as-described claim.
Knowing the type of problem helps you submit a clearer request and avoids choosing a reason that does not match what happened.
What to save before opening an after-sales request
Evidence is easier to collect before packaging is discarded, the product is used, or the listing changes. Save a copy of the information that shows what you agreed to buy and what you received.
- the product title, photos, full description, selected variation, price, and shipping information;
- the size chart, measurements, material details, or included-items list where relevant;
- the seller profile and messages exchanged through DHgate;
- the order confirmation, tracking updates, and delivery notices;
- photos of the outer package, shipping label, packaging condition, and the item received; and
- clear photos or video showing any damage, missing part, wrong item, or difference from the listing.
If the issue is that an item does not match the listing, make the comparison easy to understand. Show the saved listing detail alongside the received item and explain the specific difference in simple, factual language.
How to start an after-sales request from the order record
The safest place to begin is the specific order page in your DHgate account. The labels and available buttons can vary by order status, device, region, and current platform interface, so use the option shown for your transaction rather than relying on an old screenshot or a generic instruction.
- Open the relevant order. Confirm that the item, seller, selected variation, and delivery details match the transaction you need help with.
- Review the available after-sales option. Look for the return, refund, dispute, or support path displayed for that order.
- Select the reason that best matches the issue. Choose a factual reason, such as damaged item, missing item, wrong item, or item materially different from the listing.
- Describe the problem clearly. State what the listing said, what you received, and the specific difference or damage.
- Upload relevant evidence. Use clear photos, video, packaging images, delivery information, and screenshots of the listing or messages where useful.
- Keep communication inside the platform. Use the order message history so your explanation and the seller’s response remain connected to the transaction.
- Review any proposed solution carefully. Check whether it involves a refund, return instructions, additional evidence, or another action before agreeing.
Practical rule: A concise, evidence-based request is more useful than a long general complaint. Focus on the order facts: what was promised, what arrived, and what evidence shows the difference.
When a physical return may be required
A return is not always the first or only possible after-sales outcome. Depending on the order and the current options available, you may be asked for more evidence, offered another solution, or given return instructions. Do not ship the item until the return arrangement for that order is clear.
Before sending anything back, confirm the following through the order record:
- whether a physical return is required for the proposed solution;
- the return address and recipient information approved for that order;
- the shipping method, tracking requirement, and any labeling instructions;
- who is expected to pay return shipping or whether reimbursement is available;
- the deadline for dispatching the package, if one is shown; and
- which evidence or tracking information you need to upload after shipment.
Keep a receipt and tracking record if you are instructed to return an item. Upload the information through the order process if that option is available, and keep a copy until the case is closed.
How to present evidence for common issues
Item is damaged
Photograph the outer package, shipping label, internal packaging, the full item, and close-ups of the damage. If possible, record a short video while opening the package so the condition is shown in sequence.
Item is missing or incomplete
Photograph the package contents, packaging, labels, and the parts that arrived. Save the listing section that states what should have been included.
Item is not as described
Save screenshots of the relevant listing text, measurements, materials, selected variation, or product photos. Photograph the received item from comparable angles and explain the exact difference.
Wrong size, color, or variation
Show the selected option in your order record, the listing information, and the label or product received. Avoid vague wording such as “not good”; identify the exact size, color, or variation mismatch.
Package was not received or delivery information appears incorrect
Save tracking updates, delivery notices, the shipping address shown in the order where appropriate, and any relevant communication with the carrier or seller. Review the order page for the currently available support option.
What not to do
- Do not move the discussion to an unrecorded payment channel or private messaging app. Keep the evidence connected to the order.
- Do not discard the packaging immediately. It can help document shipping damage, labels, or missing items.
- Do not alter, repair, resell, or heavily use the item before documenting the issue. This can make it harder to show its arrival condition.
- Do not send an item back without confirmed instructions. An unapproved return may create avoidable problems with tracking, address verification, or proof of delivery.
- Do not rely only on a verbal or informal promise. Keep the agreement, request, and evidence in the order record.
How to reduce return risk before you buy
The easiest return is the one you do not need. Before checkout, take a few minutes to assess the listing and preserve a record of the information that influenced your decision.
- Read the full description instead of relying only on the title or first image.
- Compare product photos, specifications, measurements, colors, options, and included items for consistency.
- Review recent buyer feedback, especially comments and photos related to the same variation you plan to order.
- Ask specific questions through DHgate if the listing does not explain material, dimensions, fit, package contents, or shipping details.
- Save screenshots of the listing, seller replies, price, selected variation, and shipping information before payment.
- Keep payment and important communication inside the platform so the transaction record remains complete.
For broader guidance on comparing sellers, listings, size information, and order records before checkout, see Tips for Ordering Shoes from DHgate Safely.
FAQ
How do I start a return on DHgate?
Open the specific order in your DHgate account and review the after-sales option shown for that transaction. Select the reason that matches the issue, describe the problem clearly, and upload evidence that supports your request.
Do I need to contact the seller before opening an after-sales request?
Use the communication and support options available in the order record. Keeping messages inside the platform helps preserve a clear transaction history. If the issue is not resolved, review the available escalation or dispute option for that order.
Should I send the item back immediately?
No. Do not ship an item back until you have reviewed the order options and received clear return instructions for that specific transaction. A return address, shipping method, timing, and tracking requirement may vary by order.
What evidence should I upload?
Use evidence that directly matches the issue: photos or video of the package and item, screenshots of the listing, selected variation, seller messages, tracking updates, and a short factual explanation of the difference or damage.
Can I get a refund without returning the item?
That depends on the order, the issue reported, the evidence available, and the current options shown in the platform process. Do not assume that a refund, return, or other outcome is guaranteed.
What if the seller does not respond?
Keep the request and evidence inside the order record. Review the current order page for any available escalation, dispute, or platform-support option.
Can I return an item because I changed my mind?
Personal-reason requests may be handled differently from damage, missing-item, or item-not-as-described cases. Check the listing, order terms, and available after-sales options for the specific order.
Sources and further reading
- Can You Get Your Money Back From DHgate? Refund Tips — DHgate Blog.
- Dispute at DHgate: Solutions to All Your Questions — DHgate Blog.
- How Does DHgate Ship Products to Buyers? — DHgate Blog.
Editorial note: These sources provide general marketplace guidance. Available after-sales options, deadlines, return instructions, shipping responsibility, and outcomes can change and may vary by order. Review the current information displayed in your order record before taking action.