How to claim a Shein order that does not arrive

If the estimated delivery date has passed and your order has not yet arrived to your hands, we recommend you to be calm, as Shein stands out for its excellent customer service and will take care of any eventuality you may have during the purchase process.

In this article we tell you the steps you should follow in case your order has not yet arrived.

In what cases can you claim?

You can access Shein customer service here.

In this section you will see that the site recommends waiting a little while if the order is less than a week late.

In case more than seven days have passed since the estimated delivery date and the order is still not in your hands, contact Shein to request a refund.

Track your order

When you make a purchase on Shein, the site provides you with a tracking number so you can track your purchase, so before contacting the customer service center, we recommend that you check where your package is.

Tracking will be available at all times when you have selected standard shipping. If you have chosen economy shipping, you will only be able to track your order when it is in China and at the time of delivery.

Shein has an excellent order tracking system, but you can also track by copying the tracking number and pasting it into tracking sites such as 17track or Postal Ninja.

Shipping types and approximate delivery date

In addition to tracking your order, Shein provides you with an approximate delivery date. You should be aware that this date is not infallible, and that your package may be delayed.

The delivery date will depend on the type of shipment you select:

These are the usual delivery times depending on the type of shipment:

  • Economy shipping: It will take about 30 days (you will only be able to see where your package is when it is in China or when it is delivered).
  • Standard shipping: it will take about 20 days (you can track it at all times).
  • Collection point: you will be able to search for it in approximately 20 days (this option is only available for those countries where Shein has collection points).

Why can your order be late?

If the estimated delivery date has passed and your order has not arrived, you can contact the company in charge of the transport to consult the reason for the delay before contacting Shein.

When the tracking indicates that the package has already left China, it may take several days for another one to appear informing that it has arrived, since packages tend to move much faster in the Asian country.

You should also keep in mind that on special dates or holidays, your package may take longer to arrive, as transport companies work on those dates with a volume of shipments, higher.

Is it worth paying the shipping guarantee?

At the time of making your purchase at Shein, you will see that you can hire a shipping guarantee, to be paid additionally.

This shipping guarantee commits Shein to resend you what you have purchased if the package is lost or damaged before it reaches you.

Regardless of whether or not you take out this guarantee, you can always ask for a refund if you don’t receive your package or if what was sent to you doesn’t match what was indicated on the website.

With this in mind, it is not worth hiring the guarantee, as it can cost you the same or more than the purchase itself and, in any case, you can ask for a refund even if you have not paid for it.

What to do if your order has not arrived, but appears as delivered

An error may occur and the tracking shows you that your order has already been delivered, although you have never received anything.

The first thing you should do is contact the delivery company, as it may have been delivered to someone else (a neighbor, for example) or the company may have made a mistake.

If you do not get a satisfactory solution from the delivery company, do not hesitate to contact Shein.

What to do if your order is held in customs

Your package will pass through customs in the country of origin (China) to check that it does not contain dangerous goods, and through customs in the country of destination, to check that it complies with import regulations. These laws depend on each country, so you can read them for more information.

It is unlikely that your package will be detained if it is small, but this may happen and you may be asked to present the documentation corresponding to the purchase in order to release your purchase. If you do not present the necessary documentation when requested, the package will be returned to the seller.

In this link you have more information about Shein’s customs management. The platform can reimburse you in case you had to pay customs.

If you have questions about the process, it is best to contact Shein.

Ask for a refund of your purchase

You will be able to request a refund of your purchase from Shein if the order is not what you expected.

You’ll also be able to select the method by which you want your money back: in your Shein wallet (this way the refund will be faster and you’ll have the balance available to make new purchases), with the method you used at the time of payment (the time it takes for the refund will depend on the payment method) or with a gift card (you can only select this method if you have used a gift card to pay).

The Shein points used will also be refunded.

When you request a refund, your order will be moved to “orders in return”, and you will be able to see the status of the refund in the order details.

You can find more information about this in our article on refunds at Shein.

Contact Shein

If your order has never arrived or the status of your order was stalled, you should contact Shein from this link.

You can search for a solution to your problem in the FAQ center. If you can’t find the answer to your question, you can contact Shein customer service.

The ways to contact them will vary depending on your country, but in general they will be available:

  • A chat, which you can access from Monday to Sunday from 9:00 am to 10:00 pm.

  • Social networks, such as Facebook, Twitter or Instagram.
  • Sending messages, where you will receive a response within 24 hours.
  • Telephone calls, which you can make from Monday to Friday from 9 a.m. to 5 p.m.

A Shein agent will try to solve your problem. If the order is a few days late, they may ask you to wait a little longer. If the problem is different and your package does not arrive, you will be advised to request a refund.

You can find more information about this in our article on how to contact Shein.