Get a refund from AliExpress for undelivered items
It's frustrating when you order something online and it never shows up. If your AliExpress purchase hasn't arrived, don't just wait indefinitely. AliExpress has a clear process to help you get your money back for undelivered items.
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AliExpress operates a comprehensive Buyer Protection Program. This program is your primary recourse, guaranteeing a full refund if your order isn't delivered within the seller's stated delivery window or the Buyer Protection period. For UK buyers, while the Consumer Rights Act 2015 provides protection for goods not delivered, AliExpress's dispute system is specifically designed to resolve these international shipping issues.
Step by step
- 1Check your order details and tracking information on AliExpress. Confirm the estimated delivery window has passed and review the tracking status for any updates or issues.
- 2Contact the seller directly through the AliExpress messaging system. Politely explain that your order hasn't arrived and ask for an update or a solution. Give them a few days to respond.
- 3If the seller doesn't respond or can't resolve the issue, open a dispute on AliExpress. Navigate to your order, click 'Open Dispute', and select 'Item not received' as the reason. Provide all relevant details, including tracking numbers and screenshots.
- 4If the seller and buyer cannot agree, AliExpress will step in to mediate the dispute. Provide any requested evidence, and AliExpress will make a final judgment, usually resulting in a full refund if the item genuinely wasn't delivered.
What they'll say, and your comeback
“It's still in transit, just be patient.”
Comeback, The estimated delivery window has passed, and tracking hasn't updated in a significant amount of time. I need a resolution now.
“Customs delays are out of my control.”
Comeback, As the seller, it's your responsibility to ensure the item reaches me within the promised timeframe, or to account for potential delays in your delivery estimate.
“You provided the wrong address.”
Comeback, I confirmed the shipping address at the time of purchase, and it is correct. Please provide evidence if you believe otherwise.
FAQ
How long do I have to open a dispute on AliExpress?
You can typically open a dispute after the estimated delivery time has passed, or if the Buyer Protection period is about to end. It's usually within 15 days after the delivery window closes.
What if the tracking says 'delivered' but I didn't receive it?
First, check with neighbours and your local post office. If you still can't locate it, open a dispute on AliExpress, selecting 'Item not received' and providing evidence that you didn't get it, such as a confirmation from the post office.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.