Customer Service FAQ

The fastest method is in-app live chat. Open the Shein app, go to your account, tap Support or Help Center, then select Live Chat. For issues requiring documentation, use support tickets from the same Help Center. See our full contact methods guide.

Shein primarily relies on chat and ticket-based support rather than phone lines. Phone availability varies by region and is not prominently listed. In-app live chat is the most reliable option for U.S. shoppers.

Shein Wallet refunds: 1-3 business days. Card refunds: 5-15 business days after Shein receives and inspects your return. See our Shein refund guide.

Go to My Orders in the app, tap the item, and select Return Item. Choose your reason, attach photos if needed, and select your return method. The first return per order typically includes a free prepaid label. See our return policy guide.

Tracking gaps of 3-7 days are normal during international transit or carrier handoffs. Wait until the full estimated delivery window has passed before contacting support. For more detail, see our order tracking guide.

Photograph the item, label, and packaging before unpacking further. Then open a support ticket (not chat) and attach the photos with a clear factual description of the mismatch. Shein typically resolves clear wrong-item cases within 2-5 business days.

Through the Temu app or website Help Center. In-app live chat is the fastest option. Support tickets work better for issues that need photo documentation. Temu does not offer phone support. See our Temu contact guide.

Temu generally offers a 90-day return window for most items - longer than most competitors. The first return per order typically includes a free prepaid label. See our Temu return guide.

Yes, in some cases. For low-value items with quality issues, Temu often offers a partial refund without requiring a return. Ask directly through live chat or your ticket. This works most consistently for items under around $15 with clear photo evidence of the defect.

No. Temu does not offer phone support. All support runs through the app and website. Any phone numbers circulating under "Temu support" are not official.

Go to My Orders, find the relevant order, and tap Open Dispute. Choose your reason, describe the issue factually, and attach evidence. Video evidence of damaged or wrong items is particularly effective. See our full AliExpress dispute guide.

Contact the seller first - it is often faster. Message the seller through your order page. If the seller is unresponsive or unhelpful within 2-3 days, escalate to the formal AliExpress dispute system.

Disputes typically resolve within 3-15 business days. If both parties agree quickly, it can close in a few days. If AliExpress needs to mediate, add another 3-7 business days for their review.

Typically 15 days after the confirmed delivery date or after the delivery window closes. Do not let this deadline pass - open the dispute promptly even if you are still waiting on seller communication.

Through the Wish app under Customer Support in your account settings. Support runs primarily through structured help forms with email follow-up. Real-time live chat availability on Wish is limited. See our Wish contact guide.

Yes, but policies have become more restrictive in recent years. Items generally need to be unused and returned within the applicable window. Check your specific order in the app for current terms. See our Wish return guide.

No. This site is an independent informational directory. We cannot place calls, open tickets, access your account or orders, or communicate with any brand on your behalf. For official support, always go directly to the brand's own website or app.

Contact your credit card issuer or payment provider (PayPal, etc.) to initiate a chargeback or dispute. Keep all documentation from your support interactions - screenshots, ticket numbers, chat transcripts. Most payment providers support genuine non-delivery and significantly-not-as-described claims.

Based on our testing: Shein has the fastest chat response times. Temu is most generous on partial refunds without returns. AliExpress has the strongest built-in buyer protection dispute system. Wish has scaled back significantly. See our Temu vs Shein comparison for detail.