FAQs

Frequently Asked Questions


Taxes may apply for imported goods/services and is regulated by the country law. D-Market is not responsible for any tax invoice charged on its products. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.

1.How long will it take to get a response once I apply for an RMA ?

Customer Service will contact with you via Ticket system within 24 hours after the application. Please check the tickets in your D-Market account. If the application does not need to be approved, the RMA status will be updated as “Processing” within 24 hours.

2.When do Ineed to return the item ?

Customers should return the parcel within 7 days once the RMA status has been updated to “Waiting For A Return”. Otherwise the RMA application will be closed automatically.

3.When will the returned package be received?

The exact length time depends both on the shipping methods that customers choose and the return address. The RMA status will become “RMA Processing” when D-Market has received your package.

4.How long will it take for the status to change from “RMA process” to “Completed”? Please consider the following timeframes:

Please consider the following timeframes:

Refund:

For Paypal Account: 48 hours. For Credit card Account: 10-14 business days. The exact length of time is dependent on your card issuing bank.

Exchange:

In stock items :3-5 business days. Out of stock items :7-15 business days.

Compensation ( Points or Coupon):

1-2 business days.

Repair:

7-14 business days.

No. Sorry. We can only accept payment in advance. You can use one of our secure payment methods to pay for your order.

Can you ship to a PO Box?

Can you ship to a APO address?

We strongly recommend that you provide a physical address to facilitate order delivery.

If you really need to ship the package to a PO BOX then you will need to please select Flat Rate Shipping as the shipping method and only order items that weigh 2kg or less. For heavier items, you will need to select an alternate address.

We are sorry but both DHL and FedEx are unable to deliver items to APO or PO BOX addresses.

We can deliver orders to most countries in the world. Goods are sent from our warehouse by courier, and delivered direct to your door (home or company address).
Log into " My Account " ; Enter into " My Orders " ; Once we have received your payment, all D-Market orders will show various order status stages before being shipped out. Please check the meaning of these order status messages in the table below.

Some of Gearbest products are supposed to ship with a manual but...

  1. sometimes the manual just isn't very good, and you need more help with the product.
  2. sometimes we made a mistake and the manual was not put in the box.
  3. sometimes the product is new, and the manufacturer manual was so dire, we took it out!
  4. sometimes the manufacturer thought they were only selling this product B2B, so there is no manual.

Here's how we'll help:

  1. Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product's function you need help with.
  2. If a manual was omitted accidentally, we'll give you a link where you can download it.
  3. If the product has no manual, chances are we are already working on making one ourselves, and we'll send that to you when it's done.

Currently we only offer English manuals for all our products.

First, check the details in the product description again to make sure it is supposed to have what you think it should.

If you're really missing something, please contact us, and here's how we'll handle it:

  1. Give us your order number and the product code.
  2. If the missing part is hard to describe, please provide a photo and reference a similar product photo .
  3. If we confirm something is missing, we'll send it out to you free of charge.

Usually, when you import goods from D-Market, the packet will be inspected by your local Customs office.

There's usually no reason to worry because:

  1. D-Market provides all the necessary paperwork for your shipment;
  2. In most countries it's pretty easy to import most kinds of consumer electronics;
  3. The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL);
  4. If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay the costs later.
  5. We keep track of all our deliveries. In the event that an order is delayed in customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Customs Liability

  1. If, for any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with you case by case about how best to handle the issue(s).
  2. If goods cannot be delivered due to restrictions in your own country, this is solely your responsibility. For example, if you decided to try to import an Android phone, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from D-Market. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it's your job to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on D-Market, and in the case of a failed delivery, we cannot offer any compensation.
  3. As the importer you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other customs charges and fees, are your sole responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.

Is something missing from your order? Then simply follow these steps:

  1. Unpack all the products because sometimes our packing staff save space by placing smaller items inside the boxes of bigger items.
  2. Check the status and comments of your order on D-Market, and see if you received any emails from D-Market about the order. It's possible we split your order into more than one delivery to speed things up.
  3. Next, you should contact us to explain the problem. Provide your order number and clearly describe which item(s) is missing. We can cross-check our warehouse records to show that the correct products were indeed packed and dispatched... meaning that the item(s) went missing during shipping and has been lost/stolen. (This is very rare, but it can happen.)
  4. If it is definitely a lost/stolen item issue, you need to contact the courier company that delivered your item and register a formal complaint. You must do this as soon as possible following delivery. The tracking number is available from the packaging and from your D-Market order history. It's imperative that you, or the recipient of the delivery, contact the courier company directly and follows the steps in their incident reporting system. They will provide you with confirmation of your complaint, and we can then confirm the incident on our side when we speak to the courier.
  5. In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim to provide compensation. If they accept the claim, depending on the case they will either offer you compensation or, more commonly, compensate D-Market. In that case we will inform you and either pass on the refund directly or make a new delivery to you - it will be your choice to make.
  6. Sometimes the confirmation process from the courier can take a while, and you could consider making a new order on D-market in the meantime if you need the products urgently.

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