Receiving and Returning Packages in China

Moving to Shanghai is exciting, but even simple things like receiving an online order can feel unfamiliar at first. After placing your first order on Taobao or JD, you might wonder where the package goes, who delivers it, and how to return it if needed.

No worries. China’s delivery system is incredibly efficient, and once you understand how it works, it’s actually very convenient. Whether you live in a private apartment or a co-living space, this guide will show you exactly how to receive and return packages in China without speaking Chinese.

At HERE Real Estate, we help expats feel at home faster by providing hands-on support during your transition to life in Shanghai. That includes navigating everyday systems like online delivery.

How Delivery Works in Shanghai

In China, delivery couriers rarely leave parcels at your front door. Instead, they usually place them in smart lockers located inside your building or nearby, or they may leave them with the front desk or property manager known as 物业 (wùyè).

You will typically receive a text message or an app notification with instructions to retrieve your package. While most alerts are in Chinese, the process is still simple to manage once you know where to look.

Using Cainiao and HiveBox Lockers

Cainiao Lockers

Cainiao lockers are the most widely used parcel pickup option for Taobao and Tmall orders. They are found in residential compounds, apartment lobbies, or convenience stores nearby.

How to use them

1. You receive a text message or an alert in the Alipay or Cainiao app with a six-digit pickup code or a QR code

2. Visit the Cainiao locker indicated in your app or near your building

3. Enter the code or scan the QR on the locker screen

4. The locker opens automatically, and you can take your package

You can also access Cainiao through the mini-program inside the Alipay app. It allows you to track orders, view pickup codes, and locate your nearest locker. Some features are available in English, which is helpful for newcomers.

HiveBox Lockers

HiveBox lockers work similarly and are commonly used for JD.com and Pinduoduo deliveries. They are typically green and blue and placed in building lobbies, residential entrances, or outside community shops.

How to use them

1. Wait for a notification with a code or QR

2. Go to the HiveBox locker near you

3. Enter the pickup code or scan the QR code

4. Retrieve your package once the door opens

If you do not collect the package within 24 to 48 hours, HiveBox may charge a small late fee ranging from 1 to 3 RMB.

Returning Packages in China

Returns in China are often faster and easier than expected. Many platforms offer free or low-cost return shipping, and most of the process is done inside the app.

Returning on JD.com

JD offers one of the easiest return experiences.

Steps

1. Open the JD app and go to “My Orders”

2. Select the item and tap on “After-Sales Service”

3. Choose a return reason

4. Select the pickup option to schedule a courier

5. Hand over the item at your door. No need to print a label

Refunds are usually processed within one to two business days after pickup.

Returning on Taobao

Taobao returns involve one additional step but are still manageable for non-Chinese speakers.

Steps

1. Open the Taobao app and go to “My Orders”

2. Select the item and tap on “Apply for Return”

3. Choose the return reason and confirm

4. You will receive a QR code or tracking number

5. Go to a Cainiao return station. Show your QR code to the staff

6. They will scan the code, print a label, and ship the item for you

You can also manage returns through the Cainiao app or Alipay mini-program for an easier experience.

What to Do If You Miss a Delivery

If your order is marked as delivered but you cannot find it, try the following steps

• Check the app for delivery status updates and pickup details

• Review SMS or Alipay notifications for any codes or locker locations

• Visit nearby lockers and enter your phone number on the screen to see if a parcel is registered under your number

• Ask the front desk or property office if they accepted the delivery on your behalf

• If nothing works, message the seller through the app. Chat tools often include built-in translation

Must-Have Apps for Newcomers

Even without speaking Chinese, you can manage deliveries with these essential apps

AppWhat It DoesAlipayAccess Cainiao lockers, pay bills, track packagesJD.com / TaobaoManage orders, track shipments, handle returnsCainiaoLocate lockers and return stations, view pickup QR codesGoogle Translate or PapagoTranslate screens and messages in real time

HERE Real Estate offers onboarding support when you move in, including helping you set up your address in Chinese and guiding you through your first few orders. We make sure you feel confident navigating local systems from day one.

Smart Tips for Hassle-Free Deliveries

• Always use your real name written in pinyin and your Chinese phone number when placing orders

• Save your full address in Chinese characters and keep a copy in your phone

• Pick up your package promptly to avoid late fees or returns to sender

• When in doubt, take a photo of the locker screen and use a translation app to understand it

Which Option Is Best for You

• If you order from Taobao or Tmall, your package will likely be placed in a Cainiao locker or pickup station

• JD.com orders usually offer faster delivery and convenient home pickup for returns

• For first-time users, HERE Real Estate can walk you through the process, from setting up your account to using the lockers

HERE Real Estate is more than a housing agency. We are your relocation partner in Shanghai, helping you live, work, and shop like a local from the moment you arrive.

• Comment recevoir ou retourner un colis en Chine ?

  Recevoir ou retourner un colis en Chine est simple une fois qu’on connaît les outils à utiliser. Les boîtes Cainiao et HiveBox permettent de récupérer les colis à l’aide d’un code ou d’un QR. Les retours sur JD se font par collecte à domicile, tandis que ceux sur Taobao se font dans des stations de retour. Les applications comme Alipay, JD et Cainiao sont très utiles, même pour les non-francophones. HERE Real Estate accompagne ses clients pas à pas, dès leur emménagement.