??!

540 questions from our users

Tianna

Tiannaasked

Hi I booked in for return printed out the return label payed the extra $2.50 for home pick up it’s been 7 days and no one has come to pick it up to take back for refund



I took it to the return post point and they can’t scan it to take it back either why hasn’t someone come to pick it up when I paid for this

What do I do now ???

No answers
Aarya B.

Aarya B.asked

my delivery came yesterday 10th of june, but i was not at home. so how am i supposed to get my stuffs now?? when i tracked my order,it says that it has been delivered to alternate point ans i dnt know where is that alternate point!

No answers
Sushila G.

Sushila G.asked

Hi,
I had ordered my clothes on 10May and were expected to arrive yesterday on 10 June but I didn’t receive any message or email prior to delivery so unfortunately I wasn’t at home. Now the tracking info says it’s been dispatched but consignee not home. There is no message left or any ticket left by which I could go to local post office which is very dissapointing. Could you please help me where I can locate my parcel??
Thanks
Sushila



1 answer
Aarya B.
Aarya B.

exactly same happened to me!!! i dnt know where the alternate delivery point is and there is nothing mentioned in the tracking info!!

fathima f.

fathima f.asked

Hi. If i only received my order 30 days after purchase date, am i still able to return some items from it?

3 answers
Maz
Maz

Their returns section is a complete joke Fathima, so you probably wouldn’t be able to return it regardless.

fathima f.
fathima f.

Oh god! Thanks for letting me know hahaha, I still haven’t even received half my order. Probably won’t bother with the returns :(



SHEIN
Alice L.SHEIN

Hello. We will accept returns within 60 days from the purchase date. For the return details, please check https://au.shein.com/Return-Policy-a-281.html. :)

Katherine W.

Katherine W.asked

Hi my tracking info hasnot been updated since the 31 may could you please look into it 555930398122

1 answer
SHEIN
Alice L.SHEIN

Hi there! We apologize for the inconvenience! We're working hard to make sure your package is headed your way! We checked your order status, it shows delivered. Have you received it now?
Please contact us if you haven't received the package. We would like to check the package for you asap.

Sarin N.

Sarin N.asked

My order No. GSHMY5000000S6L purchased on 18 May 2020 the order was confirmed in the same day then it was shipping on 29 May 2020 that mean it took 12 days for Shein to got my order ready before shipping!!! That’s too long and doesn’t like what is said take 2-3 business day to prepare parcel!!!! Then from 29 May 2020 my parcel still stuck in HongKong till now 8 days. It have been 20 days still not receive my parcel. I spent 151$ AUD so disappointed. Still waiting.... if I spent 151$ and have to wait for this long. I better buy something in Australia and don’t need to wait for this long.

1 answer
SHEIN
Alice L.SHEIN

Hello. I would like to apologize on behalf of our company for all of the troubles you have had with this order.
We have checked the ETA is 2020-06-09. And we're improving our delivery process to make your packages even safer, so there may be a delay in your orders. I have contacted our logistics center to keep an eye on expediting the shipping for you. Could you please wait a couple of days to receive the parcel?
We confirmed that we would like to refund you if you cannot receive the package finally. Please let us know if we can solve the issue in this way.

Viky

Vikyasked

Hi,
When ever i enter my tracking number into a parcel service, it say that the number is incorrect.

1 answer
SHEIN
Alice L.SHEIN

Hello. If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.
Please allow some time for the courier to update the latest tracking info after reaching the next station.

Katherine W.

Katherine W.asked

Hi i haven't received a tracking number order number GSHMYX00Q000TJN

4 answers
SHEIN
Alice L.SHEIN

Hello. After placing your order, we may need 2-4 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.
We will inform you of an email about the shipping number after shipment or if there is any delay. Please make sure you log in the right email account and please check your mailbox spam folder as well.

Katherine W.
Katherine W.

Hi thanks for answer it says its been shipped

Katherine W.
Katherine W.

But no tracking number

Shanti

Shantiasked

Hi,
I placed an order on 14th May. I expected it to arrive before my daughter's birthday as it was her birthday dress. I can't track my conisgment at all.
It says it's not available for tracking .
Consignment number is 555930092642. This is very disappointing. Please let me know my order status.

3 answers
SHEIN
Alice L.SHEIN

Hello. You will be able to get an overview of the status in “My Orders” “View Details” and select “Track” to check the current status of your package. Would you please email [email protected]? We will assist as soon as possible.

Shanti
Shanti

Thanks for responding
. I did check the status as advised by you. Just says shipped . But Toll express doesn't have any consignment with my tracking number

SHEIN
Alice L.SHEIN

Hello. The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-7 days to see any activity once it has shipped out from our end. Please allow some time for the courier to update the latest tracking info after reaching the next station.

Shreya B.

Shreya B.asked

Hi,
I should have read this before I ordered on 20 May 2020.I ordered couple of things to wear it on my Birthday 15 June. I checked the estimation and it said 10 or 11 June. Is it going to come on time ?

1 answer
SHEIN
Alice L.SHEIN

Hello. Please check our shipping policy here https://au.shein.com/Shipping-Info-a-280.html. For the details, would you please email [email protected]? We will assist as soon as possible.

Linh N.

Linh N.asked

Please check my return and my email to [email protected] and [email protected] about my returns (tracking ID: PGBVGHH3). Original order GSHMXF007000WPL. Thanks!

1 answer
SHEIN
Alice L.SHEIN

Hello. We apologize for the late reply. Please check Ticket #35336541 for the updates. :) If you have any trouble or issue, feel free to contact us at any time.

Mandeep Kaur

Mandeep Kaurasked

i have ordered cloths few days ago but i forget my email address and password because I have lost my mobile. so please tell me what should i do to know the status of my order GSHMY500B0004NF.

1 answer
SHEIN
Alice L.SHEIN

Hello. Would you please email [email protected] to check the account and order details? We will assist as soon as possible.

Mandy

Mandyasked

We now placed and paid for an order to Melbourne, Australia 19 days ago. Have received no emails or info about it at all, it's just MIA. Have tracked order, and apparently it's currently sitting in Hong Kong!! What the hell - this is ridiculous!! Order number GSHMXVOOY0003T2. Where on earth was the order despatched from? We thought it was only coming from Australia. Please help!

4 answers
SHEIN
Alice L.SHEIN

Hello. We're improving our delivery process to make your packages even safer, so there is a delay in your orders.
Now your order status is May 17 2020 12:00 pm In Transit to Destination DPEX HONG KONG, Hong Kong.
I have contacted our logistics center to keep an eye on expediting the shipping for you. Could you please wait a couple of days to receive the parcel?
We confirmed that we would like to refund you if you cannot receive the package finally. Please let us know if we can solve the issue in this way.
You will be able to get an overview of the status in “My Orders” “View Details” and select “Track” to check the current status of your package.

Mandy
Mandy

Thank you for your communication. We didn’t realise the package was being sent from China, thought it was within Australia, which would only have been a few days before we received it. The fact that it has been 19 days and is still all the way over in Hong Kong is alarming. - still a long way from Melbourne Australia! Appreciate you having looked into it and trying to speed it up though. Thanks.

Mandy
Mandy

Eight days ago our order says it was in transit from Hong Kong, but have had no updates since. Apparently you were looking into this, but this order delay is so frustrating. Never again.
Order number GSHMXVOOY0003T2.

Ang G.

Ang G.asked

I ordered some clothing on the 4th April 2020 n I have Not received any emails or anything like that i havnt even got a order number or tracking number for my parcel I'm paying the payments threw afterpay

1 answer
SHEIN
Alice L.SHEIN

Hello. Glad to help you check your order status, please email [email protected]? We will assist as soon as possible.

Pamela Tyrrell

Pamela Tyrrellasked

I purchased 4 tops which I returned as sizes too small.
I was apparantly given a refund but this has not shown on my credit card account.
This all happened at the start of the COVID19 pandemic and I was unable to contact the company by phone( previous contact by phone)
My initial contact with them was helpful and promising.
Please advise

3 answers
SHEIN
Alice L.SHEIN

Hello. Thanks for your message. Our return policy can be checked here: https://au.shein.com/Return-Policy-a-281.html And would you please email [email protected] to check refund details? We will assist as soon as possible.

Pamela Tyrrell
Pamela Tyrrell

Thanks
Looking foreward to a quick resolution

SHEIN
Alice L.SHEIN

Hello. We appreciate your patience. If you have any trouble or issue, feel free to contact us at any time.

Shayla

Shaylaasked

When i go to order, my phone number doesn’t work? even if i try different numbers it says i haven’t put anything in which i have

1 answer
SHEIN
Alice L.SHEIN

Hello. Thanks for contacting SHEIN.
For customer service, please try get promptly help at Customer Care Center:
https://www.shein.com/robot?page=navigationBar (PC user) or https://m.shein.com/user/support (Phone user).
Please also feel free to take a look at the information in our FAQ if you haven't already. It’s possible you may find the answer to any questions you have there.
https://www.shein.com/faq/index
Or please contact our customer service email [email protected]. We will look into the issue asap and give feedback within 24 hours.
Best regards,
SHEIN.COM

Lama T.

Lama T.asked

I want to know if you have a faster Shipping for more money

1 answer
SHEIN
Alice L.SHEIN

Hello. This is our shipping policy: https://au.shein.com/Shipping-Info-a-280.html. For more details, would you please email [email protected]? We will assist as soon as possible.

Christin Z.

Christin Z.asked

Can the order be delivered to a parcel collect by a post office?

1 answer
SHEIN
Alice L.SHEIN

Hello. Would you please email [email protected]? We will assist as soon as possible.

Miranda

Mirandaasked

Hi guys I have done the return steps as my tops were too small but now I have no idea what the return address is and I can’t find it anywhere? Do I return the items to sydney? Help!

1 answer
SHEIN
Alice L.SHEIN

Hello Miranda.
For customer service, please try get promptly help at Customer Care Center:
https://www.shein.com/robot?page=navigationBar (PC user) or https://m.shein.com/user/support (Phone user).
Please also feel free to take a look at the information in our FAQ if you haven't already. It’s possible you may find the answer to any questions you have there.
https://www.shein.com/faq/index
Or please contact our customer service email [email protected]. We will look into the issue asap and give feedback within 24 hours.
Best regards,
SHEIN.COM

Jordan A.

Jordan A.asked

Will the Coronavirus affect how long it will take for my package to arrive?

1 answer
SHEIN
Alice L.SHEIN

Hello. For now our delivery service has not been affected so your package will arrive on time as usual.
For customer service, please try get promptly help at Customer Care Center:
https://www.shein.com/robot?page=navigationBar (PC user) or https://m.shein.com/user/support (Phone user).
Please also feel free to take a look at the information in our FAQ if you haven't already. It’s possible you may find the answer to any questions you have there.
https://www.shein.com/faq/index
Or please contact our customer service email [email protected]. We will look into the issue asap and give feedback within 24 hours.
Best regards,
SHEIN.COM

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