Question 1

How Non-China Users Shop on Tmall

Accepted Answer

Q1: Can non-China users shop on Tmall?

Yes. Non-China users can shop on Tmall by registering an account with an overseas phone number and using either:

DIY shopping (you place the order yourself), or
BuyForMe (BFM) service (comGateway places the order for you).

Q2: What do I need before starting?

Before registering, please prepare the following:

1) Phone Number

Overseas phone numbers are supported
Verification is done via OTP (SMS code)

2) Payment Method (DIY users only)

Alipay (most reliable and recommended)Reference: Alipay for overseas users
Some sellers may accept international credit cards, but this is not guaranteed

3) China Delivery Address (DIY users only)

Use your comGateway China warehouse address exactly as shown below:

Region (所在地区): 北京市 > 大兴区 [Beijing/Beijing/Daxing District/Ronghua Street] Address (地址):科创三街隆宝源工业园2号楼易连Your Suite + CGW + Your Name 邮编 100023 Recipient Name (姓名): 康捷威 Postal Code (邮编): 100023 Telephone (电话): 13301205932

Important Address Notes

In the address field, after科创三街隆宝源工业园2号楼易连 please add:Your Suite + CGW + Your Name Example:科创三街隆宝源工业园2号楼易连 AUX-ABC CGW Peter Chan 邮编 100023 Always enter 康捷威 as the recipient name.

4) Website Translation Tool

Tmall is mainly in Chinese
Google Translate or similar tools are strongly recommended

Q3: How do I register a Tmall account?

Go to https://www.tmall.com
Select Language > English
Click “Free to register”
Enter your phone number and complete SMS verification

Common issues
If you don’t receive the SMS:

Retry after 30–60 seconds
Check if your phone blocks overseas SMS

Q4: How do I set up my delivery address?

(For DIY users)

Go to Account > Address
Paste your comGateway China warehouse address
Click "Select to set as default delivery address" & click "Confirm" to save the address.

Recipient name: 康捷威 Phone number: 13301205932 Full Chinese address (see Q2)

Q5: How do I search for products on Tmall?

You can shop in two ways:

Browse Categories -Categories are listed on the left side of the homepage. Useful for brand or general browsing
Use the Search Bar - Search using Chinese product names. Use Google Translate to find the correct Chinese keywords
Tips for choosing a good seller
Check seller reputation and years of operation. Read customer reviews and view buyer photos. Review product descriptions carefully

Q6: How do I place an order?

Option A: DIY Shopping

Click the product
Select options (color, size, quantity, etc.)
Click Add to Cart (加入购物车) or Buy Now (立即购买)

Option B: For comGateway BFM user

Create BFM order with the product details and comGateway BFM team will take care of the purchase and its delivery to your comGateway address in China. Your will be notified upon package arrival.

Q7: How does checkout work?

Go to your cart
Select the items
Click Checkout / 结算
Confirm:
Shipping address (Your comGateway China address)
Delivery option
Price and vouchers
Click Pay / 提交订单

Q8: How can non-China users pay on Tmall?

Option A: Alipay (Recommended)

Click Pay at checkout
Redirected to Alipay
Choose payment method
Confirm amount
Payment successful

Option B: International

Credit/Debit Card (Limited)

Some sellers may support:

Visa
MasterCard

Availability depends on:

Seller
Product category
Whether international checkout is enabled

If you don’t see card options, that seller does not support it.

Q9: How do I track my Tmall orders?

Go to My Orders / 我的订单
Check order status:
- Paid
- Shipped
- Delivered
View courier tracking number
Optional- Screenshot the order page and update “Expected Deliveries” in your comGateway dashboard

Question 2

How do I ensure that I am shopping the U.S. version of the online store?

Accepted Answer

There are two things to look out for:
1. Selecting Store Location or URL to U.S.

When you are at the merchant website, ensure that the store location or URL is set to U.S./ United States

Selecting your local region site may only show limited shopping selections reflect higher international prices.

Many merchants will embed international shipping costs into their international product selection.

2. Always Select US Currency To View Prices

Choose to view shopping in your local currency and you’ll often be shown higher prices. To compensate with currency fluctuations, many merchants quote inflated exchange rates.

Tip: Make sure that what you are shopping for is not a prohibited item for international shipping. For a full listing, please visit Prohibited Items.

Question 3

Are there U.S. online stores I can't order from?

Accepted Answer

Yes—some U.S. brands have requested that we do not forward their products internationally due to brand owner shipping restrictions.

Here are some of the merchants we currently cannot ship from:

abercrombie.com

abercrombieandfitch.com

abercrombiefitch.com

abercrombiekids.com

advdshop.com

belk.com

bonton.com

coachfactory.com

crest.com

eyeslipsface.com

hoka.com

hollisterco.com

motorola.com

newbalance.com

salomon.com

supremenewyork.com

🚫 Orders from these stores may be canceled or undeliverable to your international address.

Question 4

Where do I view my BuyForMe Order?

Accepted Answer

You are able to view a list of your BuyForMe Orders when you click on BFM Orders in your sidebar of your account.

Tapping on the order number will allow you to see the details of your order you placed with us.

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Question 5

Are there any taxes and duties?

Accepted Answer

Yes. All international shipments are subject to import duties and taxes based on your destination country’s rules.

These charges vary by:

Item value

Product type

Country of delivery

📦 comGateway does not control or collect these fees. You’ll be notified by the courier if payment is required.

Country-Specific Guidelines

Here are some general import rules for common destinations. For exact details, please check with your local customs authority.

As of 1 January 2024, GST in Singapore is 9% and applies to all imports, including:

Low-value goods (S$400 or below)

Items shipped via air or post

For more info, visit the IRAS website

A GST Calculation Example:

Cost of Goods: S$390

Freight: S$30

Insurance: S$4.20

GST (9%) = S$38.20 on the full sum

GST Handling Fee:

A 5% administrative fee is charged on the GST amount.

What is the GST handling fee?

It is the processing/administrative fee (5%) levied on the GST amount payable.

Shipments to Australia are delivered duty paid (DDP)—this means all GST and duties are included in your shipping cost at checkout.

No additional payment is needed when your package is delivered.

Key notes:

A 10% Goods and Services Tax (GST) applies to most imported goods, regardless of value. Customs Duty (typically 0-10%, depending on the goods) & import processing fee applies if the value exceeds AUD 1,000.
GST/Duties Handling Fee : A 5% administrative fee is charged on the total GST/Duties amount
This tax is automatically calculated and collected by comGateway at the time of payment
There are no customs clearance delays due to unpaid taxes

✅ Everything is prepaid, and your items arrive ready to open—no surprise fees, no fuss.

Since the UK’s exit from the EU, all imports—including personal goods—are subject to VAT and potentially customs duties, depending on the value and item type.

General guidelines:

VAT (20%) is applied to most imported goods

Items valued under £135: VAT is applied at checkout if the seller is registered, or charged on delivery

VAT Handling Fee:

A 5% administrative fee is charged on the VATamount.

Items over £135: May be subject to both VAT and customs duty, payable to the courier upon delivery

📦 You’ll receive a notification from the courier (DHL or FedEx) if any payment is required before delivery.

Important: Aways check the latest updates via UK HMRC .

Shipping to the Rest of the World

All imported goods are subject to a country's customs and duties. As limits and regulations vary in different countries, we encourage you to check on the website of your country's governing authority.

Shipments to the rest of the world, are delivered with duty unpaid (DDU). This means duties and customs will not be included on your final checkout during shipment.

Duties and custom payments will be made to the courier delivering your package.

Shipping to Ecuador

Estimate Shipping Cost to Ecuador

$49.86

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