Superbuy help for UK shoppers: first order, contacts and terms
The steps of a first order, every Superbuy contact route with its hours on a British clock, the abbreviations behind the fees, and short answers to deadline questions.
Buying questions before and after the first payment
Do I pay everything when I order the product?
Normally there are two stages: the goods and applicable domestic charges first, then international shipping after warehouse arrival. Optional services, payment conversion and destination charges can add to the total. A coupon on shipping does not remove those other costs.
What can warehouse photos tell me?
They show the received item’s visible condition, variant and labels. Compare them with your saved listing, and ask for a ruler measurement or extra angle if needed. Standard photos are not proof of authenticity, material composition or electrical safety.
Can I return an item after it arrives at the warehouse?
Acceptance depends on the seller, item condition, order type and the request window. Public articles use different start events; ask about the specific order promptly rather than assuming the longest period. Secondhand purchases normally have restricted returns, but a seller-agreed exception may exist. Obtain acceptance and the costs before acting.
How long can I combine items in storage?
Normal purchasing and forwarding items have 90 free days from Arrived in Warehouse. Days 91–180 are charged at CNY0.1 per DI per day. Eligible extensions have separate prices and conditions. Abnormal parcels with incomplete information can have a 60-day limit from receipt and no reminder. Check each item’s account deadline.
Who can change an order or resolve a payment issue?
Use Superbuy’s order or parcel support entry and provide its number, the relevant message and dated evidence. This independent guide does not access your account, take payments or approve refunds. Avoid posting an address or payment record publicly.
A first Superbuy order from a Superbuy Spreadsheet card
Here is how to order, step by step. Register on Superbuy, then find an item through a catalogue card or the search box. Copy the item’s shop link, paste it into Superbuy, choose size and colour and add any paid services. Pay, and wait for the order review window, the purchase and the seller’s shipping.
When the item is stored, read the standard photos, decide on any further checks, and when everything is in, submit a parcel, choose a line and pay the postage. Each paid step along the way has a time standard you can look up on this site.
- Register and top up.
- Find an item and copy its link.
- Paste it into Superbuy, choose options and services, pay.
- Wait for review, purchase and shipping to the warehouse.
- Read the free photos; buy further checks if needed.
- Submit the parcel, choose a line, pay postage.
Help routes and their hours in UK time
Online chat runs from 09:00 to 18:00 Beijing, seven days a week, which is 02:00 to 11:00 BST or 01:00 to 10:00 GMT. Email to [email protected] is promised a reply within 2 working days. A phone line, +86 19986924711, is listed as non-toll-free.
For a complaint that front-line support has not resolved, the help centre offers [email protected] under the line “Talk to the boss”. Include your order number or username, as the help centre asks.
Glossary of terms on Superbuy order screens
These terms appear in the 10× table and on order screens. They are the words you need when you write to support about a deadline.
The unit matters more than it looks. A fee per DI and a fee per item give the same total for a single piece, and very different totals for a five-piece order, as the storage extension shows. When an article and the table disagree on a unit, quote the one you were actually charged in, and say which article you are relying on.
| Term | Meaning |
|---|---|
| DI | A stock-in entry: the warehouse record for one item line. Split, stock-in and stock-out fees are per DI. |
| DO | The unit Speedy Response is priced in (CN¥5 per DO); Superbuy does not spell the abbreviation out. |
| PCS | Pieces: an item count, used for most photo and packaging fees. |
| BT | Beijing time, UTC+8, used in help 1203 and 1441. |
| 3C | Computers, communications and consumer electronics: the power check category. |
| EPE | Expanded polyethylene foam, used as protective packaging. |
| Work hrs | Working hours; used for priority stock-in and stock-out and not defined. |
| Pending confirmation | A status that stops the clock while the warehouse waits for you. |
| Non-withdrawable | Balance you can spend on Superbuy but cannot transfer out. |
Short answers on 10× credits and timing
These frequently asked questions have short answers, each traceable to an article on the pages linked above. These are the questions that come up once someone has read the 10× table and starts applying it to a real order: when the money arrives, where it goes, which days count and which warehouse their item is in. Each answer names the rule it rests on, so you can check it yourself.
Is the 10× credit automatic
Current Chinese help 3457 schedules accepted eligible credits for Tuesday of the following week, postponed for holidays, into non-withdrawable Superbuy balance. Lateness alone does not establish eligibility. The article does not describe a claim form; if an expected credit is missing, contact support with the order and status history.
Can I withdraw the credit to a UK bank
No. Every article in the scheme describes the balance as non-withdrawable.
Does a weekend pause the 24 hours
Weekends are not on the exclusion list, so a 24-hour standard runs through them. Only priority stock-in and stock-out use working hours.
Do UK bank holidays count
No. The exclusion is for legal holidays where the warehouse is, which is mainland China.
What if my item went to the Hong Kong warehouse
The services still have standards, but the 10× scheme explicitly excludes Hong Kong warehouse value-added services.
Why does my 24-hour service look 23 hours long
Because the UK clocks went back during it. The calculator shows the real deadline in GMT.
The two tools and the question each one answers
Two tools do the arithmetic. The deadline calculator turns a service and a UK start time into a deadline in both time zones, a timestamp comparison if you have the status time, a conditional credit illustration and the following-week Tuesday for a potentially eligible case.
The home-page strip shows Beijing and UK time and whether the device time falls within the published chat schedule. It cannot verify that an adviser is available or that a particular order has entered processing.
Still stuck? The Superbuy help centre is searchable by article number.