Questions you may concern about Coronavirus
It’s been a challenging start of a new year, we would like to thank you for being with us. For questions about Coronavirus you may concern, please refer to below Q&A.
1, Q. Will the shipment of AliExpress packages be affected during Coronavirus outbreak?
A: As of March 25, we have confirmed that delivery has been affected in the following countries:
1) Saudi Arabia:
Seihat, Anak, Qatif, Tarout and Safwa are now on lockdown by the authorities.
Parcels carried by Aliexpress Direct channel can only be picked-up at temporary pick-up point. Please contact Naqel by 00966-920020505 to make a reservation one day in advance.
Address of pick-up point: FrozenCups Yogurt & Café, Uhud Rd, Alqal'ah, Al Qatif 32637.
Parcels carried by other channels cannot be delivered at the moment, you are suggested to wait patiently for the delivery to be resumed.
2) The United Arab Emirates：
Orders carried by AliExpress Direct channel to The United Arab Emirates will be delayed by about 20 days in current situation, please wait patiently. If your package is not received when the guaranteed delivery time is over, you can open a dispute to request refund.
3) Italy:
Currently, no city is closed in Italy, but contactless pickup will be adopted in the ways as follows, you may check your mailbox more frequently.
* The mail will be stored in the mailbox and signed by the postman
* If the recipient is not in or refuses to accept the delivery in the mailbox, the postman will leave a notice in the mailbox, the recipient can pick up the mail package from the post office
* Packages rejected by the recipient will be returned to the sender
4) Spain:
As Lgualada、Vilanova del Camí、Santa Margarida de Montbui are now on lockdown by the authorities, packages destined for those cities will not be delivered. The impact is expected to last until March 27. Your package will be held at the Barcelona distribution center until delivery is resumed.
You could find latest tracking information via https://www.correos.es/.
5) Israel:
Due to the flight suspension, the delivery of packages sent after January 10th will likely be delayed by 20 days. If you do not receive your package after the automatic confirmation of receipt, please open a dispute. We will check the package status and further process.
2, Q: What is the status of the coronavirus outbreak in China now? Is it under control? Is the country or platform taking actions?
A: Thank you for the enquiry, please refer to the official announcement of WHO and other authorities.
3,Q: Will the order preparation period, the seller's response time to cancellation request, estimated delivery time and the seller's response time to dispute be affected?
A: Dear customer, due to the extended Chinese Spring Festival most of our staff are off their duty, so from Jan 19th PT to Feb 18th PT, you may see an extension for the preparation period, cancellation time, dispute time and estimated delivery time of orders. We will make every effort to ensure that you can receive your order as soon as possible. Appreciate your understanding.
4, Q: Since the processing time of all stages and estimated delivery time coule be extended, can I extend the protection period of the order?
A: Since the order delivery time might be delayed on those days, you can negotiate with seller to help you to extend the guarantee delivery period of your order.
5,Q: My order has not been shipped yet. I am a bit worried. I want to cancel my order. What should I do?
A: Dear customer, please don't worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.
If you do not want to receive the order any more, you can request to cancel it on order detail page. Please kindly wait for the seller to respond, If the seller does not respond within 72 hours, the order will be automatically cancelled.
6,Q: My order has been sent out. I am a bit worried. I don't want it anymore. What should I do?
A: Please note that the package of the order is in transit and it could not be cancelled now. If you do not want it, you may try to return the package before its acceptance. When the package was on its way back to the seller, you can open a dispute for a refund.
Besides, please don't worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.
7,Q: I have received my order, but I am a bit worried. I do n’t want it anymore. What should I do?
A: Please open a dispute to raise a return request. After opening a dispute, you are generally entitled to 14-day product return period if the dispute fails. In this case, please be aware, you may need to cover the returning shipping fees.
Please don't worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.
by Sophie Lu
for more help, you can refer to Sophie Lu by Whatsapp:008613205631412; facebook:umegroup
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