Modify the order

Pickshell Mall (Pickshell Mall) Order Modification Guide

Dear User,

During your shopping, you may sometimes need to modify an order you have placed, such as changing the shipping address, adjusting product quantities or cancelling the order. To help you successfully make these modifications, please read this guide carefully.

When Can Orders Be Modified?

Whether an order can be modified depends on its current status. Different statuses allow different changes, as follows:

1.1 Awaiting Payment (Order submitted but not paid)

Modifiable: Shipping address, product quantity, product specifications, coupon/points usage, order notes.

Cancellable: Yes.

How: On the order page, click "Modify Order" or "Cancel Order". If you need to change product specifications, it is recommended to cancel the original order and place a new one.

1.2 Awaiting Shipment (Paid successfully, merchant has not shipped)

Modifiable: Shipping address (contact customer service to attempt change, not guaranteed), order notes.

Modifiable quantity/specifications: Generally not supported. It is recommended to cancel the order and place a new one (cancellation requires merchant approval).

Cancellable: You can apply for cancellation, subject to merchant approval. After approval, the order is cancelled and payment is refunded.

How: Contact online customer service as soon as possible for address changes. For cancellation, click "Request Cancellation" on the order page.

1.3 Shipped (Merchant has shipped, package in transit)

Modifiable: Shipping address cannot be changed. You may try to contact the carrier to redirect delivery, but success is not guaranteed.

Modifiable quantity/specifications: Not supported.

Cancellable: Not supported. If you no longer want the items, please apply for a return and refund after receiving the package.

How: Contact customer service for special needs.

1.4 Completed (Order confirmed received)

No information can be modified. If there is a product issue, please apply for after‑sales service.

Detailed Instructions for Common Modifications

2.1 Changing the Shipping Address

Awaiting payment: Directly click "Modify Address" on the order page, update and save.

Awaiting shipment: Contact customer service immediately with the correct address. Customer service will try to contact the warehouse. However, if the warehouse has already printed the shipping label or packed the order, modification may not be possible.

Shipped: Cannot be changed. You may contact the carrier yourself, provide the tracking number and correct address, and request a delivery change. Some carriers support this service.

2.2 Changing Product Quantity or Specifications

Awaiting payment: Directly modify the quantity or re‑select specifications on the order page (subject to stock availability).

Awaiting shipment: Direct modification is not supported. Cancel the original order (after merchant approval) and place a new order with the correct quantity and specifications.

Shipped: Cannot be modified. After receiving the package, you may apply for a partial return (only for the unwanted items).

2.3 Exchanging Products

Pickshell Mall does not directly support product exchanges. If you need to exchange an item, follow these steps:

After receiving the product, apply for a return and refund.

Send the original product back. After the merchant confirms receipt and issues a refund, place a new order for the product you want.

2.4 Cancelling an Order

Awaiting payment: Click "Cancel Order" – no approval required, the order is cancelled immediately.

Awaiting shipment: Click "Request Cancellation" and wait for merchant approval. After approval, the payment will be refunded via the original payment method (usually within 1‑7 business days).

Shipped: Cancellation is not supported. Please apply for a return and refund after receiving the package.

2.5 Changing Coupon or Points Usage

Awaiting payment: On the order page, re‑select the coupon or modify the number of points used. The system will automatically recalculate the amount payable.

Other statuses: Not supported.

Important Notes on Order Modification

Time sensitivity: Order status changes quickly, especially the awaiting shipment period. If you need to modify, please act quickly or contact customer service.

Inventory impact: Changing quantity or specifications may affect inventory. If the newly selected specification is out of stock, modification may not be possible.

Price changes: After modification, the order amount may change. The system will recalculate based on current prices, not the prices at the time of original order. Please check carefully.

Coupons and points: If you cancel an order, coupons that are still valid will be returned, and points will also be refunded. If modification changes the order amount, coupon and point rules will apply to the actual amount.

Contact customer service: If you cannot modify the order yourself, please contact us via online customer service or email, providing the order number and the changes you need.

Example Steps for Modifying an Order (Changing Address)

Find the order you need to modify and click on the order details.

If the order status is "Awaiting payment", you will see a "Modify Address" button. Click it, update the address, and save.

If the order status is "Awaiting shipment" and there is no modify button, click "Contact Customer Service" and explain the address change you need.

After customer service confirms, they will do their best to assist. Success depends on the customer services response.

Frequently Asked Questions

5.1 Is there an extra fee for modifying an order?

Modifying order details (such as address or quantity) is free of charge. However, if the modification results in a change in shipping cost (e.g., changing from a free shipping zone to a remote area), you may need to pay additional shipping fees, subject to system calculation.

5.2 Will coupons be returned after order cancellation?

If the coupon is still within its validity period, it will be returned to your account.

If the coupon has expired, it will not be returned.

5.3 How long does it take to receive a refund after cancellation?

After cancellation is approved for an awaiting‑shipment order, the refund typically arrives within 1‑7 business days, depending on the payment channel.

5.4 I requested cancellation but the merchant has not responded. What should I do?

If the merchant has not responded within 24 hours, please contact customer service for assistance. Generally, merchants will respond within 24 hours.

5.5 Does modifying an order affect points?

After modification, the system will recalculate points: any points used will be adjusted based on the new order amount; points earned after order completion will also be recalculated based on the actual paid amount.

If you encounter any problems while modifying an order, please feel free to contact us:

Online customer service: Click the customer service icon on the right side of the page after logging in.

Customer service email: please refer to the information published on the platform.

Thank you for your understanding and support. Pickshell Mall will do its best to provide flexible order modification services. At the same time, please carefully review your information before submitting an order to reduce unnecessary modifications.

Happy shopping!

Pickshell Mall Operations Team