Buying from Taobao/Tmall as a European: How to Use a Freight Forwarder

In recent years, Taobao and Tmall have become increasingly popular among European consumers. However, for Europeans shopping on these platforms, language barriers and shipping logistics can be significant challenges. Below is a detailed guide on how to use a freight forwarder to shop on Taobao and Tmall.

Registering a Taobao/Tmall Account

• Visit the Website: Go to the Taobao (www.taobao.com) or Tmall (www.tmall.com) website.
• Click “Register”: Locate and click the “Register” button on the homepage. Follow the prompts to complete registration using a phone number or email address. You can also use an Alipay account to register.
• Set Up Your Account: After registration, log in to your account, click on “Personal Settings,” and update your personal information, including your name, gender, and date of birth. For enhanced security, bind your phone number and email address. Taobao and Tmall require a Chinese phone number for registration. European shoppers can use a virtual phone number or ask a friend in China to assist with registration. Alternatively, consider using a third-party Taobao agent to handle the registration process.

Choosing a Freight Forwarder

• Research and Compare: Look for freight forwarders with experience in shipping goods from China to Europe. Compare their service fees, shipping speeds, reputation, and customer reviews. Some well-known forwarders include TokCommerce, CNXtrans, and JiyunService.
• Understand Service Terms: Carefully review the forwarder’s service terms, including shipping methods, timelines, fees for storage and handling, and liability for lost or damaged goods. Ensure the forwarder can meet your shipping needs and expectations.

Filling in the Shipping Address

• Obtain the Forwarder’s Address: After selecting a freight forwarder, obtain their warehouse address in China. This address will be used as the shipping destination for your Taobao/Tmall purchases.
• Log In and Update Address: Log in to your Taobao/Tmall account, click on “Address Management” under “Personal Settings,” and add a new shipping address. Fill in the forwarder’s warehouse address as the recipient address, along with a valid phone number (which can be a virtual number or the forwarder’s contact number).

Placing Orders on Taobao/Tmall

• Search for Products: Use the search bar on Taobao/Tmall to look for desired items. Filters can be applied to narrow down search results based on price, sales volume, and ratings.
• Select Products and Sellers: Review product details and seller ratings to choose reliable sellers and suitable products. Pay attention to seller reputation, product reviews, and customer feedback.
• Place an Order: Add the selected items to your cart or click “Buy Now.” During checkout, confirm the shipping address is the freight forwarder’s warehouse address. Select your preferred payment method, such as Alipay or a credit card, and complete the payment.

Communicating with Taobao/Tmall Sellers

• Use Translation Tools: Since Taobao/Tmall primarily uses Chinese, European shoppers can use translation tools like Google Translate or browser plugins to communicate with sellers. Copy and paste messages between the translation tool and the chat interface.
• Clearly State Your Needs: When communicating with sellers, clearly express your requirements, such as product specifications, colors, sizes, and shipping preferences. Ask questions about product details, shipping timelines, and after-sales policies.
• Confirm Order Details: After placing an order, confirm details with the seller, including the product price, shipping costs, and estimated delivery time to the forwarder’s warehouse.

Shipping Process and Tracking

• Track Domestic Shipping: After the seller ships the goods, you can track the domestic shipping status using the tracking number provided on the Taobao/Tmall order page.
• Forwarder Receives and Inspects: Once the package arrives at the forwarder’s warehouse, the forwarder will inspect it to verify the quantity and condition of the items. They will notify you via email or their platform when the package is received.
• Consolidate and Ship Internationally: If you have multiple packages, the forwarder can consolidate them into a single shipment to reduce shipping costs. After consolidation, the forwarder will provide an international shipping quote. Confirm the shipping method and arrange payment.
• Track International Shipping: After payment, the forwarder will ship the package internationally and provide a tracking number. You can monitor the package’s progress using the forwarder’s platform or the courier’s official website.

Clearing Customs and Receiving Your Package

• Customs Clearance: When the package arrives in Europe, it will undergo customs clearance. The freight forwarder will assist with the process, but you may need to pay import duties, VAT, or other fees based on your country’s regulations. Be prepared to cover these costs to avoid delays.
• Receive Your Package: Once customs clearance is complete, the package will be delivered to your address. Inspect the package upon receipt to ensure it matches your order. If any issues arise, contact the freight forwarder or seller promptly.

Tips for Communicating with Taobao/Tmall Customer Service

• Use Translation Tools: Leverage translation tools to communicate with customer service. While some larger sellers may offer English support, smaller sellers typically communicate in Chinese. Use translation tools to draft and translate your messages.
• Be Clear and Concise: When reaching out to customer service, be clear and concise about the issue. Provide specific details, such as order numbers, product images, and descriptions of the problem, to help them address your concerns quickly.
• Refer to Policies and Guarantees: Familiarize yourself with Taobao/Tmall’s policies and seller guarantees. If issues arise, reference these policies to advocate for solutions like refunds, replacements, or compensations.