FAQ

General Guideline

Upon successful registration, you will be able to access all our services including reviewing past orders, printing invoices and editing your account information.

  1. Visit the Register page.
  2. Fill in the form with the required information.
  3. Read and agree to our Privacy Policy.
  4. Click on the Submit button.


For easy login, you may also link your Facebook account with us.
In the Register page, click on the Facebook Login button and follow the instructions on screen.

How To Generate A Delivery Order

After you have finished shopping on the Chinese merchant's website, submit the product in the "My Order > Ship For Me" section.

1.将您在其他网站购买商品的详细填写到包裹资料输入框中,填写完毕后点击“保存和提交”按钮。您的包裹将会输入送货订单。
2.当填写商品包裹资料时,您必需填写数所需的资料如下。
     ■ * - 必须填写
     ■ 商品名称 - 必须填写包裹里所有的货品因为这是会出现在COMMERCIAL INVOICE.
     ■ 快递单号 - 每个包裹的快递单号必须是独一的
     ■ 商品数量 - 请填写每个包裹里商品的数量(*注:不是包裹的数量)。
     ■ 申报总价(¥)
     ■ 物流公司
  填写后,就选择所要的商品然后按提交所有包裹资料键进入我的订单如下图。订单已生成,客户在我的订单里头会看到所提交的订单。订单状态为在途中等待货运。


3.在"我的订单->商品订单"提交运送后,就会进入提交运单。顾客可以选择运送方式及所需的附加服务。当顾客确认提交后将会生成运单。
  i. 系统会显示你所提交的商品资料,确认全部真确才进行下一步。
  ii. 填写及确认你的收货地址。请在此选择你的运送区域。注意全部资料必须真确以免货物运送时出现差错。
     iii. 选择你的运送区域后,你会显示不同的运送方式及费用。请在此选择你所要的运送方式。
  iv. 接下来亲爱的客户可以选择所要的附加服务来减轻货物的重量和查验货。如有特殊说明请在此说明。当一却无误后,提交运单来结束提交过程。

4.运单已生成,客户在我的运单里头会看到所提交的运单。运单状态为待处理。

5.当单状态为已到货后(包裹全部收到),运单状态会改为等待称重。这时就等待工作人员称重及提供重量。

6.当货物称重完毕后,运单状态改为等待付款。客户会被显示重量,运费和总运费。如果一却无误后,按"付款"键以支付费用。

7.提交运单结算前,系统会显示运单所有费用让顾客确认运单并结算。确认提交后,货物会自动安排运送到达你所设定的目的地。

8. 付费成功后,运单状态等待发货。

9.当运单状态为已邮寄时,你就可以追踪包裹行踪。货到的话就按确认收货来完成整个流程。



订单状态
在途中:商品等待进入Cili Express (M) Sdn Bhd仓库。
已到货:商品进入Cili Express (M) Sdn Bhd仓库,商品已完成验货.您可以提交运送了喔。 
已邮寄:仓库已经发送包裹去目的地,等待客户收货。
无效订单:商品名称、价格与提交的不一致,商品没货,商品无图片或描述,虚拟商品、违禁商品等,均视为无效订单


运单状态

待处理:商品等待Cili Express (M) Sdn Bhd员工处理。
等待称重:商品等待Cili Express (M) Sdn Bhd员工称重。
等待付款:运单等待Cili Express (M) Sdn Bhd客户付款。
等待发货:商品等待Cili Express (M) Sdn Bhd员工发货。  
已邮寄:商品已经邮寄去目的地,等待收货。  
无效运单:对于问题商品,工作人员与会员.

*备注:当商家实际发货情况与会员提交的商品信息不符,比如:数量有误,需要与会员进一步确认才能进入Cili Express (M) Sdn Bhd仓库。问题描述等通过客服邮箱(cs@ciliexpress.com)提供给我们,客服专员会为您处理并尽快给您答复。

你想买什么动动手指简单5步骤,即可购买中国任意网站商品、验货、配送全程一站式服务.


一、挑选商品,提交代购订单

如果您在中国大陆购物网站上看到了需要的商品,请进入会员中心“代购->我要代购”,使用“我要代购”提取商品信息或者在网站页面搜索框将您需要订购的商品链接地址复制进去,并选择“搜索”按钮,根据页面提示信息选择商品信息,并在商品备注栏中填写您对商品的要求,然后添加至购物车。 你可修改“购买数量”,可选择商品选项,并填写“商品备注”。

温馨提示:

1、对于有颜色和尺码区分的商品,请一定在备注信息中注明,这样便于对您订单进行直接处理。

2、对于商户的换购产品,请您订购时确认是否达到商户换购要求,确认无误后再下订单。

3、对部分超重商品与卖家商品信息中邮资不全的需要补邮的情况,我们会与您联系,请您再次确认订购。所以建议您可以在下订单后留意一下您订购商品的状况。

4、对于虚拟物品,我们现在暂时无法帮您订购,请您谅解。


二、商品结算

进入“我的购物车”,您就可以看见刚才提交的商品,点击“去收银台结算”以及“确认结算”,付款成功后,我们将马上为您购买。如果您的马币RM账户余额不足,系统将提示您先充值。


三、为您订购

当采购人员接到您提交的订单后,会按照您对商品的要求联系卖家核对,确认订购。


四、商品到达,提交运送

”您可以根据商品重量自行安排调配,一切随心所欲。此外,我们为您提供多种运输方式,您可以根据需要自行选择。我的订单点击“。空运一般的运期为5~7个工作日,而海运一般的运期为12~17个工作日,不同的国家运期略有变动噢。


五、确认收货

以上事项确认无误后,提交运单时填写运单信息,请注意填写信息的正确性,以便我们能及时联络您。在等待发送员送货期间,您需要保持电话畅通,以便于投递员能及时联系到您。 最后,您在成功收到商品后,请到我们的网站进行包裹“确认收货”!




订单状态
待处理:订单提交后的初始状态及等待采购人员处理。
处理中:订单确认及已分配到相应的采购人员及正在处理中。
在途中:商品等待进入Cili Express (M) Sdn Bhd仓库。
已到货:商品进入Cili Express (M) Sdn Bhd仓库,商品已完成验货.您可以提交运送了喔。 
已邮寄:仓库已经发送包裹去目的地,等待客户收货。
无效订单:商品名称、价格与提交的不一致,商品没货,商品无图片或描述,虚拟商品、违禁商品等,均视为无效订单

运单状态
待处理:商品等待Cili Express (M) Sdn Bhd员工处理。
等待称重:商品等待Cili Express (M) Sdn Bhd员工称重。
等待付款:运单等待Cili Express (M) Sdn Bhd客户付款。
等待发货:商品等待Cili Express (M) Sdn Bhd员工发货。  
已邮寄:商品已经邮寄去目的地,等待收货。  
无效运单:对于问题商品,工作人员与会员.

*备注:当商家实际发货情况与会员提交的商品信息不符,比如:数量有误,需要与会员进一步确认才能进入Cili Express (M) Sdn Bhd仓库。问题描述等通过客服邮箱(cs@ciliexpress.com)提供给我们,客服专员会为您处理并尽快给您答复。

通过微信连接 Cili Express 账号,直接下单和查询包裹状态。


  1. 追踪微信公众号: cili-exp
  2. 点击 “我的账号” 菜单
  3. 使用 Cili Express 账号密码登录即可


微信公众号功能:

  • 提交代运代购订单
  • 运单追踪
  • 查看服务费用
  • 充值付款
  • 查看仓库地址
  • 查看地址簿
  • 更改账户设置

Payment

可以通过网上银行转帐或者汇入银行户口,并把转帐成功的讯息,截图下来,提交给我们或者发电话短信。 

Account

Click Forgot Password and follow the instructions on screen.

You're welcome to contact us if you cannot get your password back through the form above.

登录帐户后,进入地址簿,这里添加地址后,下单时将提供简易选择。

  • 点击 新地址 按钮,添加新收货地址和收件人资料。
  • 在相应地址旁点击 编辑 按钮,更改地址和收件人资料。
  • 在相应地址旁点击 删除 按钮,删除地址资料。

Parcel Shipment Rules & Regulations

*1.Air Shipping Items total value less than USD100 @cannot more than 15KG/order are not required to pay tax.

*2. Value Declaration: Refer to parcel value filled in RMB amount by the customer,
our system will auto convert to USD. Value declaration exchange rate as USD 1.00 = ¥6.2。

*3. Air flight fare here include custom clearance but not include tax. However, it's almost zero percent chances been tax by custom,
if your shipment has been tax, can be settled by express company.

*4.Daigou Risk: If anything happen like damage and lost to your shipment on the way to the destination,we are not responsible for that. Bear in mind while receiving your parcel, make sure your items weight and quantity is correct then only sign on it.

*5.If there is any damage on your parcel,please check on the spot and inform the delivery man;
Must take picture and send to email:cs@ciliexpress.com
Or phone us.:WhatsApp 601120200100(Immediately). Once all the info in place, 「Cili Express (M) Sdn Bhd」will fight for the customer to ask for compensation of shipping company.

*6.Air Shipment Compensation: If parcel lost or missing, the shipping company will follow your declaration value or the most USD100 as compensation.
The compensation will be 3 times of shipment fee or good declaration value whichever is lowest as basic. Note:If it's highly valuable goods, please contact us for buying insurance.

*7.Sea freight Compensation: If parcel lost or missing, the shipping company will follow your declaration value or the most 3 times of your shipping fare as compensation.
The compensation will be 3 times of shipment fee or good declaration value whichever is lowest as basic. Note:If it's highly valuable goods, please contact us for buying insurance.

*8.Any issues cause by Taobao seller, we are not responsible for that. (Cheat,Color,Quality or Parcel Missing etc)

*8.If seller not honest,parcel missing half way, quality issue, send wrong good, color mistake etc. We are not responsible~

*9.If buyer received the parcel and discover the product is not the right one etc, we will help customer to request the seller to solve it.

*10.For customer who request for perfect and good quality, it's advisable while make order please choose QC service (Extra charge needed) whereby the warehouse staff will help to ensure your product in good quality when arrive in our warehouse.

*11.We would like to make sure customer can enjoy perfect buy for me service.
Make sure you understand the basic risk of buy for me service,for those items condition received by customer, we are not responsible for it. During festival, the shipment will be slow caused by custom clearance delay and big volume of shipment. We are not responsible for the delay.

*12.Parcel status show received but buyer claim that never receive it. Buyer have to trace where is their parel. Please understand that there is a risk in buy for me service, whereby goods might not arrive on time.

*13.Customer need to request seller pack the parcel in suitable way to avoid damage while shipping. Any damage on the goods received by warehouse, our company will not responsible for it but will help to get compensation from seller.

*14.If worry about goods condition, we do provide service like count goods, QC, take photos etc. Please contact customer service:cs@ciliexpress.com. If customer complaint that wrong product or product missing or send wrongly. We are not responsible for it.

*15.All the duration provided for Air and Sea shipping here, are not cover public holiday and festival,weather, custom clearance delay etc. We are not responsible for any delay causing loss by customer.

*16.Only for those product out of stock allow to refund, else once sold out non-refundable or exchangeable.

*17.If customer make order and choose our shipping service, it means customer accept all the rules and regulations above.
Bear in mind while using our shipping service, must understand all the flows,rules and consideration then only make order. Please wait patiently for your parcel to arrive. Thank You.

*Shipment Rule !
Normal Goods & Sensitive Goods Differences:
Pirated product, liquid, beauty product, medicine, battery contains product, CD, DVD, powder and adultery products as sensitive goods.

*Air Shipment Prohibited Goods:
Dangerous goods, weapon, animal, currency, alcohol and all the international freight associate banning items.

*Weight Calculation:
If good weight is 1.2kg, we will charge 2kg as air freight fee.
According to air freight calculation, the air freight fee will use either actual weight or volumetric weight whichever is heavier. What is volumetric weight? It's based on height, width and length.

Sample 1:
Good Actual Weight:1 kg
Good Volumetric Weight:25cm x 20cm x 30cm
volumetric weight = (25 x 20 x 30)/6000
= 2.5 kg

If your goods actual weight is 1.5KG,receipt written 1.5KG, but if volumetric weight is 4.6KG,charges is based on 5KG。
Please beware of this! To avoid any arguement later!

Why volumetric weight calculation exist~
Firstly, give an example.
Due to air freight is using air plane, the flight storage only contains limited space one.
If most of us send items like toy and plastic items etc, it takes a lot of space. But the real actual weight is actually very light. That's why the air freight company set the rule for volumetric weight calculation.

 *Weight Calculation:
If good weight is 1.2kg, we will charge 2kg as air freight fee.
According to air freight calculation, the air freight fee will use either actual weight or volumetric weight whichever is heavier. What is volumetric weight? It's based on height, width and length.

*Sample 1:
Good Actual Weight:1 kg
Good Volumetric Weight:25cm x 20cm x 30cm
volumetric weight = (25 x 20 x 30)/6000
= 2.5 kg

If your goods actual weight is 1.5KG,receipt written 1.5KG, but if volumetric weight is 4.6KG,charges is based on 5KG。
Please beware of this! To avoid any arguement later!

*Why volumetric weight calculation exist~
Firstly, give an example.
Due to air freight is using air plane, the flight storage only contains limited space one.
If most of us send items like toy and plastic items etc, it takes a lot of space. But the real actual weight is actually very light. That's why the air freight company set the rule for volumetric weight calculation.

Must comply with International Air Transport Association (IATA) regulations.


The general cargo air transportation channel refuses to accept the following items:
Counterfeit, liquid, powder, food, livestock, drugs, flammable, explosive, corrosives, optical discs, weapons and arms and/or other items restricted by the International Air Transport Association (IATA).


Some commodities can be classified as sensitive goods and can be transported using sensitive air freight channels.

What are sensitive items?
Liquids, powders, electronic products, batteries, name brands, imitation brands are all sensitive items - Please select Sensitive Air Freight channel


** If the customer misreports the item type or uses the wrong shipping method, our company will not bear any costs related to the mistake, please provide the correct information carefully and use the appropriate shipping method.

Purchasing and shipping rules:

  1. Air freight package clearance does not include Tax. But the probability of taxation is very low.
    * In the case of Tax, you can entrust the courier to handle it, and the delivery will be paid to the courier when the goods arrive.
  2. Purchase Risk
    * Any accident, damage, loss, and customs confiscation of the goods in transit belong to the buyer.
    * Remember that before signing for the package, you must check the weight and quantity of the goods yourself before signing for it.
    * If the package is damaged, you must check it on the spot and notify the delivery personnel;
    * Be sure to take a photo and forward the email to ciliexpress33@gmail.com (the first time)
    * In the case of sufficient information, we will do our best to claim from the transportation company for the customer.
    * (Once the goods are signed for, it is assumed that the goods are complete and without problems when they are received. So in order to avoid unpleasant things and misunderstandings, please check carefully before signing for it.)
  3. We will not be responsible for any problems caused by Taobao sellers. (such as: fraud, color difference, poor quality, low delivery, etc.)
  4. Such as seller fraud, loss during transportation, quality problems, incorrect version of the goods, wrong colors, etc., we will not be responsible for them. (Alipay but guarantee)
  5. If the buyer finds that the seller has sent the wrong goods after receiving the goods, he will not be responsible, but will try his best to find a solution to the Taobao seller.
  6. For those with strict quality requirements, perfectionists, it is recommended to choose the agent inspection service before placing an order (additional payment is required), and the purchasing risk and logistics process must be considered.
    * Because our company wants to ensure that both parties can provide you with the perfect purchasing service in a pleasant situation.
    It must be understood that based on the purchasing risk, our shop is not responsible for any dissatisfaction with the goods in hand.
    * All product quality risks are borne by customers.
    * The store is not responsible for the slowness and delay caused by the customs inspection during the holiday season.
  7. After signature, if the buyer has not received the package. Buyers are required to trace their own packages.
  8. Purchasing agent has certain risks, and sometimes it may not arrive within the scheduled time.
  9. The customer needs to ask the buyer to provide appropriate packaging when sending the goods to prevent the goods from being damaged in transit. The goods in the package have been damaged when they arrive at our company. Our company will not bear it, but will try to replace it. Seller recovers.
  10. If you are worried about the goods and need to order the goods, inspect the goods, or take pictures, please contact customer service. After the customer complains about the wrong version of the goods, the goods are missed, or sent wrong, our company will not bear this responsibility.
  11. All delivery days are provided, excluding holidays/holidays, weather effects/customs processing delays and other delays. If there is a delay, our company will not be liable for delay compensation.
  12. Refunds will only be made when the goods are out of stock, and all sold goods will not be returned or replaced.
  13. If the customer places an order and let our company undertake the freight service, it is equivalent to accepting the above terms.
    * Remember to use the purchasing service to place an order after consideration and understanding of the process before submitting; wait patiently for the parcel to arrive, until the order is complete.

General

Malaysia Customer Service

MON - FRI 9:30AM - 6:30PM
SAT 9:30PM - 2:00PM

** Closed on Sundays and Malaysia Public Holidays

  • Customer Service
  • Purchasing
  • Account Reload Verification
  • Parcel Status Inquiry


China Warehouse

SUN - FRI 9:00AM - 7:00PM

** Closed on Saturdays and China Public Holidays

  • Receive Parcels
  • Update Parcel Status
  • Parcel Shipping
  • Packaging of Parcels