SHEIN customer service
Open support in the website or app and select the order concerned.
US entry. Switch to the market used for your purchase; sign-in may be required.All brands
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SHEIN support & feedback
Find SHEIN order, return and refund routes, and share a shopping or service experience with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
Start with the relevant order in your SHEIN account. The order’s seller, market and available return options matter. Carrier tracking can help investigate delivery, while order and refund requests belong in the shopping support flow.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
SHEIN return policy
Review item eligibility, the order-based request and the return label instructions.
US policy. Do not apply its fees, methods or deadlines to another market.Order and missing-item help
Official help topics include split packages and wrong or missing items.
US help examples. Use the matching topic in your local account.Refund status guidance
Check the selected refund destination and the notification of processing.
US help article. Bank processing and local terms may differ.Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
My order is late or tracking has stopped. What should I check?
Open My Orders and inspect each package separately. Record the carrier, latest event and expected window, then ask SHEIN support about the affected package and order.
An item is missing, wrong or damaged. What information helps?
Check whether the item belongs to another package. If not, select the order’s relevant support topic and provide item identifiers, quantities and clear photos without sensitive payment information.
Where should I send a return?
Request the return from the original order first. Follow the approved label or code and its packing instructions; the sender address on the original parcel is not a return instruction.
My return was delivered. Why is the refund not visible?
Check the return review and refund status in the order, then verify whether you selected the wallet or original payment method. Keep the return receipt when contacting support.
Before you contact support
- Order number, purchase country and the seller shown in the order.
- Affected item, size or SKU, and photos of any mismatch or damage.
- Each package reference, delivery status and previous support conversation.
- Return approval, correct label and dispatch receipt, if returning items.