Wrong or Damaged Item Received
This is the most common serious issue. Before repackaging anything, photograph the item, the packaging label, and the listing showing what you ordered. Then open a support ticket (not chat - you need photo attachment capability). Describe the mismatch factually: order number, what you ordered, what arrived. Clear wrong-item cases typically resolve with a refund or reshipment within 2-5 business days.
Order Not Delivered
Tracking says delivered but nothing arrived? Check your building mailroom, ask neighbors, and look at any available security camera footage. If still nothing after 24 hours, contact Shein live chat with the tracking number. They will initiate a carrier trace. Keep the chat session reference number for follow-up contacts.
Sizing Issues
Sizing is the top complaint about Shein. The measurements on product pages are often accurate, but the labeled sizes (S, M, L) frequently run smaller than Western sizing norms. Before purchasing, filter reviews by photos and check comments about fit. If the actual measurement differs significantly from what was listed, document the gap - it strengthens your return case.
Account Locked or Sign-In Issues
Do not repeatedly attempt sign-in - too many failed attempts can extend the lockout period. Start a live chat (accessible without login in some regions' web Help Centers), explain the situation, and have the email address associated with the account and any purchase confirmation ready to verify identity.
Payment Failed or Charged Twice
Failed payments usually mean the transaction did not go through. Check your bank statement before assuming you were charged. A charge without an order confirmation is usually a temporary authorization hold that disappears within 3-5 days. If it persists, contact your bank first since Shein cannot see authorization holds until they convert to actual charges.
FAQ
Contact live chat with your return request number and photos of how the item was packaged when you sent it. Request a manual review. This does not always succeed but does lead to escalation in some cases.
Shein is responsible for ensuring delivery. Contact their support and they will open a carrier investigation. If the carrier confirms a failed delivery, Shein typically offers a refund or reshipment.