If your SHEIN order is delayed, your package says delivered but is missing, your return label is not working, your refund has not arrived, or you received a damaged or incorrect item, start with SHEIN’s online customer care tools. SHEIN does not currently present a U.S. customer care call center as open for general support and directs customers to its 24/7 online customer care chat service.
Shein Customer Service and Support Options
Use the following SHEIN support routes for order tracking, returns, refunds, damaged items, missing packages, payments, account access, gift cards, SHEIN Wallet, and customer complaints:
- SHEIN Customer Care: SHEIN Customer Support
- SHEIN 24/7 Online Chat: Available through the SHEIN website or app after signing in
- SHEIN Help Center: SHEIN Help Center
- Return Policy: SHEIN Return Policy
- Refund Help: SHEIN Refund Information
- Shipping Information: SHEIN Shipping Information
- Payment Information: SHEIN Payment Methods
- SHEIN Customer Care FAQ: SHEIN Customer Care FAQ
- SHEIN U.S. Imprint Contact: uscsteam@shein.com
- SHEIN U.S. Services Imprint Number: 1-833-853-8668 (listed by SHEIN as an imprint contact; SHEIN’s Customer Care FAQ still directs customers to online chat for customer support)
- Official Website: SHEIN USA
Choose the Correct SHEIN Support Route
SHEIN issues are usually handled inside your SHEIN account or app. The best support route depends on whether your problem involves an order, return, refund, payment, damaged item, missing package, or account access.
Order Tracking and Delivery Problems
Use your SHEIN account or app to check order status, shipping updates, tracking numbers, carrier details, and delivery estimates. If the package is delayed, stuck in transit, marked delivered but missing, or sent to the wrong address, contact SHEIN through online customer care chat with your order number and tracking details.
Returns and Return Labels
For most eligible items, start the return from “My Orders” inside your SHEIN account. Select the order, choose the item or items to return, follow the return instructions, and save the return label, QR code, or tracking number. Some items may be final sale or excluded from return.
Refunds and SHEIN Wallet
Refund timing can depend on whether you choose the original payment method or SHEIN Wallet, whether the return has been received and inspected, and how long your bank or payment provider takes to post the refund. Check the refund record in your SHEIN account before contacting support.
Damaged, Faulty, or Incorrect Items
If you received a damaged, defective, stained, broken, missing, or incorrect item, contact SHEIN customer service through online chat or the customer service platform. SHEIN may ask for photos, packaging, SKU information, and order details before offering a refund, replacement, or return solution.
Payment, Klarna, PayPal, and App Payment Issues
If your issue involves Klarna, PayPal, Apple Pay, Google Pay, a card issuer, or another payment provider, check both your SHEIN account and the payment provider account. Some payment, installment, or refund questions may need to be handled by the payment provider as well as SHEIN.
Account Access and Login Problems
If you cannot log in, reset your password, access orders, find a return, or recover your account, use the SHEIN app or website support options. Make sure you are using the email address, phone number, or login method tied to the order.
What to Have Ready Before Contacting SHEIN
Before using SHEIN chat or submitting a support request, gather the details that match your issue:
- SHEIN order number
- Email address, phone number, or login method used on the order
- Tracking number and carrier name
- Delivery date, delivery photo, or “delivered” tracking screenshot if available
- Item SKU, item name, size, color, and quantity
- Photos of damaged, defective, incorrect, stained, or missing items
- Photos of packaging, labels, packing slip, or shipping box if relevant
- Return label, QR code, return tracking number, and drop-off receipt
- Refund record, payment method, charge amount, and payment date
- SHEIN Wallet balance details if the refund went to wallet credit
- Any prior support ticket numbers, chat screenshots, or email responses
Common SHEIN Customer Service Issues
Customers commonly look for SHEIN customer service help with:
- Orders delayed, stuck in transit, or marked delivered but missing
- Tracking numbers that do not update
- Wrong address, delivery photo, or carrier delivery dispute
- Return labels, QR codes, return tracking, and return eligibility
- Refunds not received after returning items
- Refunds sent to SHEIN Wallet instead of the original payment method
- Damaged, defective, incorrect, stained, or missing items
- Size, fit, color, or quality concerns
- Final sale, non-returnable, hygiene, beauty, or accessory return restrictions
- Klarna, PayPal, card, gift card, or SHEIN Wallet payment issues
- Account login, password reset, and missing order history
- Coupons, points, promo codes, and free shipping thresholds
SHEIN Returns and Return Eligibility
SHEIN return rules can vary by product type, condition, location, and order details. Most eligible items must be returned in new condition, and some categories may be excluded from return for hygiene, final sale, or policy reasons.
To start a return, log in to your SHEIN account, go to “My Orders,” choose the order, select the return option, and follow the instructions. Save the return label or QR code and keep the carrier drop-off receipt until the refund is processed.
Return Tips
- Start the return from the account that placed the order.
- Check whether each item is eligible before shipping it back.
- Do not combine returns from unrelated orders unless SHEIN instructs you to do so.
- Take photos of the items before packing the return.
- Save the return tracking number and drop-off receipt.
- Track the package until SHEIN receives it.
SHEIN Refunds and Missing Refund Help
SHEIN refunds may be issued to the original payment method or to SHEIN Wallet depending on your selection and the return process. Once SHEIN processes the refund, banks, card issuers, PayPal, Klarna, Apple Pay, Google Pay, or other payment providers may take additional time to post the money.
If your refund is missing, check the refund record in your SHEIN account, confirm where the refund was sent, and compare it with your bank, PayPal, Klarna, or SHEIN Wallet balance. If the return tracking shows delivered but no refund appears, contact SHEIN customer care with the return tracking number and drop-off receipt.
Missing Packages and Delivery Problems
If your SHEIN package is delayed, first check the tracking details and carrier website. If the package says delivered but you cannot find it, check your mailbox, porch, building office, parcel locker, neighbors, and delivery photo if one is available.
If the package is still missing, contact SHEIN customer service through online chat. Provide the order number, tracking number, delivery date, shipping address, and any carrier information. If the carrier requires a claim, save the claim number and provide it to SHEIN support.
Damaged, Faulty, or Incorrect SHEIN Items
If you receive a faulty, damaged, stained, broken, or incorrect item, take photos before wearing, washing, altering, or returning it. Include photos of the item, size tag, SKU, packaging, and any visible defect.
SHEIN says customers should contact Customer Service within 90 days from the order date for faulty or damaged items. Contact support through the online customer care chat or customer service platform and keep all photos and order details available.
SHEIN Account, App, and Wallet Help
If you cannot access your account, reset your password, see your order history, use SHEIN points, redeem a gift card, or find a SHEIN Wallet refund, make sure you are signed into the same account used to place the order. Some customers use email, phone, Google, Apple, Facebook, or another login method and may accidentally create more than one account.
For app issues, update the SHEIN app, clear cache if available, try another browser or device, and save screenshots of errors before contacting support.
SHEIN Payment, Coupon, and Promo Code Issues
If a promo code, coupon, free shipping threshold, gift card, or points discount does not apply, check the terms before completing the order. Some codes may exclude certain items, sellers, categories, sale items, shipping charges, or taxes.
If a payment fails but your card was charged, check whether the transaction is a pending authorization or a completed charge. Contact SHEIN and your payment provider if the order did not go through but the charge remains posted.
SHEIN Marketplace and Third-Party Seller Issues
SHEIN may include marketplace or third-party seller items in some categories. Return rules, shipping timing, item availability, quality issues, and support handling may vary by item and seller. Check the item details, seller information, return eligibility, and order page before opening a support request.
If your order includes multiple sellers or shipments, each package may have separate tracking, delivery timing, and return instructions.
SHEIN Scam and Fraud Warnings
Be careful with fake SHEIN customer service numbers, social media messages, giveaway posts, refund offers, package delivery texts, or websites claiming to provide special SHEIN support. Scammers may imitate SHEIN to collect payment information, passwords, order numbers, verification codes, or personal details.
- Use SHEIN.com, the SHEIN app, and official SHEIN support pages.
- Do not trust random phone numbers in ads or social media comments claiming to be SHEIN support.
- Do not share one-time codes, account passwords, or payment details with an unverified caller.
- Be cautious of fake “free SHEIN gift card,” “package held,” or “refund approved” messages.
- Do not pay extra fees through payment apps or gift cards to release a package.
- If a message looks suspicious, go directly to your SHEIN account instead of clicking the link.
SHEIN Reviews and Complaints
The live CSN page currently shows 0 out of 5 stars based on 0 reviews for SHEIN. Because there are no live CSN reviews yet, there is not enough CSN feedback to summarize current review themes for this page.
Customers comparing online fashion retailers may want to consider shipping time, product quality, sizing consistency, return ease, refund timing, customer support access, marketplace seller differences, app usability, and how well the company handles missing packages or damaged items.
How to Escalate a SHEIN Complaint
If your SHEIN issue is not resolved after your first chat or support request, take these steps:
- Save screenshots of the chat, support ticket, order page, return page, and refund record.
- Keep the order number, tracking number, return tracking number, and payment details together.
- For missing packages, document the carrier tracking, delivery photo, and any carrier claim number.
- For damaged or incorrect items, keep clear photos of the item, SKU, size tag, and packaging.
- For refunds, confirm whether the refund went to SHEIN Wallet or the original payment method.
- For Klarna, PayPal, card, Apple Pay, or Google Pay issues, check the payment provider account as well.
- Reply through the same support thread when possible instead of starting multiple duplicate chats.
- If a charge is unauthorized and SHEIN cannot resolve it, contact your payment provider with your documentation.
SHEIN Competitors and Related Customer Service Pages
If you are comparing online fashion and fast-fashion retailers, you may also want to review these related CSN pages:
- Fashion Nova Customer Service
- Zara Customer Service
- H&M Customer Service
- Forever 21 Customer Service
- Amazon Customer Service
- PayPal Customer Service
Related Resources
- ChargeOnMyCard.com for help identifying unknown SHEIN, Klarna, PayPal, card, app, fashion, or marketplace charges
- ThinkItsAScam.com for fake SHEIN support, package delivery, refund, gift card, and shopping scam warnings
- ZeroStars.org for customer reviews and complaint experiences
SHEIN Customer Service FAQs
Does SHEIN have a customer service phone number?
SHEIN’s Customer Care FAQ says the SHEIN U.S. call center is not open yet and directs customers to 24/7 online customer care chat. SHEIN’s U.S. imprint page lists a company contact number, but SHEIN does not present that number as the main route for order support.
How do I contact SHEIN customer service?
Log in to your SHEIN account on the website or app and use the 24/7 online customer care chat or customer service platform. Have your order number, tracking number, photos, and payment details ready.
How do I return a SHEIN order?
Log in to your SHEIN account, go to “My Orders,” select the order, choose the items you want to return, and follow the return instructions. Save the return label, QR code, and tracking number.
How long do I have to return SHEIN items?
SHEIN’s return policy generally allows returns for eligible items within the stated return window, but return eligibility depends on item type, condition, and policy exclusions. Check the return policy and your order page for the exact rule that applies.
What should I do if my SHEIN package says delivered but is missing?
Check your mailbox, porch, building office, parcel locker, neighbors, and carrier delivery photo if available. Then contact SHEIN through online customer care chat with the order number, tracking number, and delivery details.
How do I get a SHEIN refund?
Start the return from your SHEIN account and track the return package. After SHEIN receives and processes the return, the refund may go to your original payment method or SHEIN Wallet depending on your selection and the order details.
What if my SHEIN refund went to Wallet instead of my card?
Check your SHEIN refund record and Wallet balance. If you believe the refund was sent to the wrong place, contact SHEIN support with your order number, refund details, and payment method information.
What if I received a damaged or wrong item from SHEIN?
Take photos of the item, package, SKU, size tag, and defect. Contact SHEIN customer service through online chat and provide the order number and photos before returning or discarding the item.
Can I email SHEIN support?
SHEIN’s U.S. imprint page lists uscsteam@shein.com, but SHEIN directs regular customer care issues to its online customer service platform and 24/7 chat. For order problems, start inside your SHEIN account.
What should I do if I find a SHEIN support phone number online?
Be careful. SHEIN’s Customer Care FAQ says its U.S. call center is not open yet. Use SHEIN.com or the SHEIN app rather than trusting random phone numbers in ads, search results, or social media comments.
Page Update Note
Updated June 2026: This page was refreshed with current SHEIN customer service routing for online chat support, order tracking, returns, refunds, damaged items, missing packages, payment issues, SHEIN Wallet, account access, and scam warnings.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has provided customer service contact information, company support details, and consumer review information since 2004. CSN is an independent consumer information website and is not owned by SHEIN, SHEIN US SERVICES, LLC, or any fashion retailer. We help customers find support routes, compare service experiences, and share reviews about customer service interactions.
Share Your Experience
Have you contacted SHEIN support about an order, missing package, return, refund, damaged item, wrong item, payment issue, SHEIN Wallet credit, coupon, account problem, or suspicious message? Share your experience below to help other customers understand what to expect.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is not affiliated with SHEIN, SHEIN US SERVICES, LLC, or any SHEIN marketplace seller. Phone numbers, links, support options, return rules, refund timing, shipping policies, payment terms, and contact details may change. Always verify important order, return, refund, account, delivery, payment, and safety information directly with SHEIN through its official website or app.
Leave a Review