AliExpress customer service does not publish a general support phone number. For help with a missing order, refund, return, account problem or seller dispute, sign in to AliExpress, open the affected order and use the official Help Center or online chat.
AliExpress is a marketplace with many independent sellers. Contact the seller through the AliExpress messaging system first, but open a formal dispute before the order’s protection or return deadline expires when the problem remains unresolved.
How to Contact AliExpress Customer Service
- AliExpress Help Center and online chat: Contact AliExpress Customer Support
- Customer-service email: AE_customerservice@aliexpress.com
- Order and seller support: Sign in, open My Orders and select the affected order.
- Privacy Center: Manage AliExpress Privacy Requests
- Data-protection email: DataProtection.AE@aliexpress.com
- Official website: AliExpress.com
- Owner: AliExpress is an Alibaba Group marketplace.
- U.S. buyer contracting entity: AliExpress E-Commerce One Pte. Ltd.
- Formal legal-notice address: AliExpress Legal Department, 25/F Tower One, Times Square, 1 Matheson Street, Causeway Bay, Hong Kong
The legal-notice address is not a return warehouse, customer-service office or walk-in support center. Do not mail a product there.
AliExpress does not currently publish a verified general customer-service telephone number or one guaranteed schedule for human support. Be cautious with numbers found in advertisements, directories, social-media comments or unsolicited messages.
Choose the Correct AliExpress Support Route
- Question before ordering: Message the seller from the product or store page.
- Cancel an unshipped order: Open the order and select the available cancellation option immediately.
- Seller has not shipped: Review the processing countdown and use the order’s cancellation or refund options.
- Package is delayed: Check the AliExpress tracking page and the destination carrier.
- Package never arrived: Open a dispute before Buyer Protection expires.
- Tracking says delivered: Obtain carrier evidence and submit it with the dispute.
- Wrong, damaged or incomplete item: Photograph and record the package before opening a dispute.
- Item is not as described: Compare it with the original product listing and upload evidence.
- Free Return item: Open a dispute through the order page within the applicable deadline.
- Refund is marked complete: Check the original payment account and contact the payment provider if necessary.
- Account or login problem: Use the Help Center’s account-access route.
- Privacy or data request: Use the Privacy Center or contact the Data Protection Officer.
- Unsafe or illegal product: Report the listing and stop using the item.
Information to Have Before Contacting AliExpress
Gather:
- AliExpress order number
- Seller and store name
- Product listing URL
- Order and payment date
- Shipping and delivery deadline
- Tracking number
- Destination carrier information
- Photographs of the package and shipping label
- Unboxing video when practical
- Photographs or video showing the defect
- Screenshots of the original product description
- Messages exchanged with the seller
- Dispute or appeal decision
- The refund, replacement or other resolution requested
Do not publish order numbers, tracking numbers, home addresses, telephone numbers, payment information, account emails, dispute case numbers or shipping labels in a public review.
AliExpress Sellers vs. AliExpress Customer Service
The seller normally controls:
- Product information
- Inventory
- Order preparation
- Shipping method
- Product warranty promises
- Replacement offers
- Responses to buyer messages
AliExpress provides the marketplace, payment and dispute tools. AliExpress may review evidence and make a decision under its Buyer Protection, return and refund rules.
Keep all important communication inside AliExpress. Messages sent through another app, personal email or private payment service may be difficult to use as dispute evidence.
How to Cancel an AliExpress Order
To request cancellation:
- Sign in to AliExpress.
- Open My Orders.
- Select the order.
- Choose Cancel Order when that option remains available.
- Select the accurate cancellation reason.
- Save the cancellation request and status.
Cancellation is not guaranteed after the seller has processed or shipped the order. If the product has already shipped, wait for the appropriate return or dispute option rather than creating an off-platform agreement.
Do not mark an order as received merely because a seller says doing so is required to process a cancellation or refund.
AliExpress Order Was Not Shipped
AliExpress orders normally display a seller-processing countdown.
If the seller does not ship:
- Check whether the order remains in processing.
- Review whether the seller requested more processing time.
- Do not pay an additional amount outside AliExpress.
- Save messages in which the seller says the product is unavailable.
- Use the cancellation or refund route shown on the order.
If an order closes automatically, review the refund status and original payment account. Refund posting time can vary by bank, card issuer or payment provider.
AliExpress Package Is Delayed or Missing
For a delayed shipment:
- Check tracking in the AliExpress order.
- Check the same tracking number with the destination carrier.
- Review the estimated delivery date and Buyer Protection countdown.
- Contact the seller through AliExpress.
- Do not allow the dispute deadline to expire based only on a promise to wait.
- Open a dispute when the package does not arrive within the protected period.
International tracking can pause while a shipment is between carriers, awaiting customs processing or moving through a consolidated shipping network.
A delivery estimate is not always a guaranteed arrival date. The countdown and dispute option shown in the specific order are more important than a general delivery estimate.
Tracking Says Delivered but the Package Is Missing
Gather evidence before opening the dispute:
- Carrier tracking page
- Delivery photograph, when available
- Delivery address or ZIP code shown by the carrier
- Written carrier confirmation that the shipment was delivered elsewhere
- Mailroom or building records
- Seller messages
Check with household members, neighbors, building management and the destination carrier. Do not publish another resident’s address or private surveillance footage publicly.
If the carrier confirms that the tracking number belongs to another recipient or address, request that confirmation in writing and upload it to the AliExpress dispute.
Item Is Damaged, Incomplete or Not as Described
Before discarding packaging or using the item:
- Photograph every side of the package.
- Photograph the shipping label.
- Record the opening when the item is valuable or damage is likely.
- Photograph all included components.
- Capture the defect or difference clearly.
- Save screenshots of the original product listing.
- Contact the seller through AliExpress.
- Open a dispute if the seller does not provide an acceptable solution.
Do not repair, modify or heavily use the product before documenting the problem. Altering it may make the evidence less persuasive or affect return eligibility.
How to Open an AliExpress Dispute
- Sign in and open My Orders.
- Select the affected order.
- Choose Returns/Refunds, Open Dispute or the equivalent option displayed.
- Select the accurate reason.
- State whether you are requesting refund only or return and refund.
- Enter the requested amount.
- Upload photographs, video, tracking and seller messages.
- Review the submission before sending it.
- Monitor the order and Message Center for deadlines.
- Appeal through the available platform route when new evidence supports an appeal.
Keep the explanation short, factual and tied to the evidence. Avoid unrelated accusations or screenshots that do not identify the affected order.
Do not close the dispute merely because the seller promises a refund later. A closed dispute may be difficult or impossible to reopen.
AliExpress Free Return
Free Return does not apply to every AliExpress product. Look for the Free Return label on the product and order.
Under the current general Free Return terms, an eligible buyer may request a no-reason return within 15 calendar days after:
- The buyer confirms receipt, or
- The system automatically confirms receipt.
The buyer must open a dispute through the order page and return the product within the deadline provided.
The returned product generally must include:
- Original components
- Accessories
- Manuals
- Warranty cards
- Labels and seals
- Original packaging when required
The item must normally remain unused and undamaged except for reasonable inspection. Products that are activated, contaminated, incomplete or substantially devalued may be rejected.
Use only the return label and address provided through AliExpress. Keep the carrier receipt and tracking number.
AliExpress Refund Is Missing
First check the order’s refund status.
A refund may involve:
- Seller approval
- AliExpress dispute approval
- Return delivery and inspection
- AliExpress payment processing
- Additional bank or card-network processing
Compare the refund amount with:
- Product price
- Shipping
- Coupons
- Coins or promotional credits
- Taxes
- The original payment method
Contact AliExpress when the order shows no refund or the approved amount appears incorrect. Contact the card issuer, PayPal or other payment provider when AliExpress shows the refund as completed but it has not appeared after the provider’s normal processing period.
AliExpress Customs Duties, Taxes and Carrier Fees
International orders may involve:
- Sales or value-added tax collected at checkout
- Import duties
- Customs brokerage charges
- Carrier handling fees
- Local postal charges
The amount and responsible party depend on the destination, product, shipment value, seller terms and applicable law.
Before paying an unexpected customs message:
- Check the AliExpress order.
- Verify the carrier independently.
- Open the carrier’s official website directly.
- Compare the tracking number.
- Do not pay through a link in an unsolicited text or messaging-app conversation.
Contact the carrier or customs authority for charges it controls. AliExpress customer service may not be able to waive a government duty or carrier brokerage fee.
Counterfeit, Unsafe or Prohibited AliExpress Products
Stop using a product that presents:
- Smoke, overheating or exposed wiring
- A swollen or leaking battery
- A choking, ingestion or entrapment hazard
- Undisclosed allergens or ingredients
- Missing safety markings
- A false brand or certification claim
- A serious difference from the listed product
Preserve photographs, packaging and the listing. Report the product through AliExpress and open a dispute when appropriate.
U.S. consumers can also use:
Do not ship a damaged lithium battery, hazardous chemical or recalled product without receiving appropriate carrier and return instructions.
AliExpress Account and Payment Security
Contact AliExpress immediately if:
- An order appears that you did not place.
- The account email or telephone number changed.
- An unfamiliar shipping address was added.
- The password no longer works.
- You receive an unexpected verification code.
- A seller asks you to pay outside AliExpress.
Change the AliExpress password and the password for the connected email account. Review payment accounts and contact the bank or payment provider promptly when a completed transaction is unauthorized.
Never give a seller or supposed support representative:
- Your password
- A verification code
- Remote access to your device
- The complete card number
- Online banking credentials
- Gift cards or cryptocurrency
Fake AliExpress Customer Service and Seller Scams
Warning signs include:
- An unofficial telephone number promising an immediate refund
- A seller asking to communicate only through WhatsApp or Telegram
- A request to close the dispute before receiving the refund
- A request to pay a second invoice outside AliExpress
- A fake customs or redelivery payment link
- A request to return the item to an address not shown in the dispute
- A refund offered through gift cards, cryptocurrency or money transfer
- A request for remote access to a phone or computer
Keep payment, messages, return instructions and dispute activity inside AliExpress whenever possible.
How to Escalate an AliExpress Complaint
- Contact the seller through the affected order.
- Save the seller’s response.
- Open a formal dispute before the deadline.
- Upload concise photographs, video and tracking evidence.
- Monitor all response and return deadlines.
- Use the Help Center and online chat with the order number.
- Request escalation of the existing dispute rather than opening unrelated cases.
- Use the appeal route when it appears and additional evidence is available.
- Contact the payment provider before its dispute deadline expires when an eligible payment problem remains unresolved.
- Use the Privacy Center for personal-data issues rather than an order dispute.
Do not mail a complaint or returned product to Alibaba’s Hangzhou campus or the AliExpress legal-notice address.
A review submitted to CustomerServiceNumbers.com does not contact AliExpress, open a dispute, stop a deadline, cancel an order or issue a refund.
AliExpress Customer Service Reviews and Complaints
After review cleanup, CustomerServiceNumbers.com has one relevant AliExpress submission dated November 2, 2015.
The submission describes:
- An order the seller reportedly would not ship
- A payment that had not yet been refunded
- A request to receive the item at its original price or obtain a full refund
Two unrelated submissions about Alitalia airline tickets were removed from this page and should not affect the AliExpress rating.
The remaining older submission does not establish a current company-wide service trend.
New reviews can help readers understand current experiences involving:
- Online chat and Help Center support
- Seller communication
- Missing or delayed packages
- Refunds and returns
- Free Return products
- Damaged or counterfeit items
- Dispute decisions and appeals
- Account and payment security
Frequently Asked Questions About AliExpress Customer Service
What is the AliExpress customer-service phone number?
AliExpress does not currently publish a verified general customer-service phone number. Use the official Help Center, online chat or the support options in the affected order.
Is AliExpress customer service available 24 hours a day?
The Help Center and self-service order tools are available online, but AliExpress does not publish one guaranteed schedule for human representatives or response times.
What is the AliExpress customer-service email?
Alibaba Group officially references AE_customerservice@aliexpress.com. Order disputes should still be opened and managed through the AliExpress account.
How do I contact an AliExpress seller?
Open the product, store or order page and select the option to message or contact the seller. Keep communication inside AliExpress.
How do I get a refund from AliExpress?
Open the affected order and use the Returns/Refunds or dispute option. Upload evidence and monitor every response and return deadline.
How long do I have to return an AliExpress product?
The deadline depends on the order and product. Eligible products displaying Free Return generally allow a request within 15 calendar days after receipt is confirmed or automatically confirmed.
Should I close a dispute when the seller promises a refund?
Do not close a dispute until the agreed resolution is completed and reflected through AliExpress. A closed dispute can be difficult to reopen.
Can I return an AliExpress item to Alibaba’s headquarters?
No. Use only the return address and shipping instructions provided through the official order or dispute.
Who owns AliExpress?
AliExpress is part of Alibaba Group. U.S. buyers currently contract with AliExpress E-Commerce One Pte. Ltd. under AliExpress’s terms and privacy disclosures.
How do I request deletion of AliExpress data?
Use the AliExpress Privacy Center or email DataProtection.AE@aliexpress.com.
Related Online Marketplace Customer Service Pages
- Amazon Customer Service
- eBay Customer Service
- Temu Customer Service
- DHgate Customer Service
- Walmart Customer Service
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share support experiences since 2004. We independently organize official support routes, seller-dispute guidance, return information, security warnings and customer reviews.
We are not owned by AliExpress, Alibaba Group, an AliExpress seller, shipping carrier, customs authority, bank or payment provider.
Share Your AliExpress Customer Service Experience
Have you contacted AliExpress about a missing package, canceled order, seller problem, damaged item, counterfeit product, return, refund, dispute, appeal or account-security issue? Leave a factual review below and explain the product type, support route used, approximate response time and whether the issue was resolved.
Comments are moderated. Do not include order numbers, tracking numbers, account emails, home addresses, telephone numbers, payment information, dispute case numbers, seller contact details, shipping labels or private messages.
Page Update Note
This AliExpress customer-service page was reviewed and updated on July 16, 2026. The update removed an outdated Alibaba campus address and unsupported 24/7 human-support claim, added the official Help Center, customer-service email, privacy contacts and current legal-entity information, and expanded guidance for seller disputes, missing packages, returns, refunds, unsafe products and account security.
The review section was also corrected by removing two unrelated Alitalia airline submissions from the AliExpress listing.
Last Updated: July 16, 2026
Customer Service Information Disclaimer
CustomerServiceNumbers.com is not affiliated with AliExpress, Alibaba Group, an AliExpress seller, shipping carrier, customs authority, bank or payment provider. AliExpress does not provide customer support through this website.
Support routes, dispute deadlines, return eligibility, Free Return rules, shipping estimates, customs charges, refund processing, seller information, privacy contacts and legal entities can change. Review the specific order, product listing, Buyer Protection information and current AliExpress terms for controlling information.
This page cannot track or cancel an order, contact a seller, open or appeal a dispute, approve a return, issue a refund, waive customs charges, restore an account or determine whether a product is safe.
