How to Get a Refund from Shein for a Lost Order
It is incredibly frustrating when you order something online and it simply never shows up. As a consumer, you have clear rights when a retailer fails to deliver the goods you paid for. Do not let Shein keep your money for an order you never received.
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Your rights
When you buy goods online, the seller is responsible for ensuring they are delivered to you. If your Shein order does not arrive, they have failed to uphold their end of the contract. In the UK, under the Consumer Rights Act 2015, goods remain the seller's responsibility until they are delivered to you. If the goods are not delivered, you are entitled to a full refund. Shein should process this refund without undue delay. If Shein is uncooperative, you can also pursue a chargeback through your bank or card provider, as you paid for goods or services that were not provided.
Step by step
- 1Check your Shein order details and tracking information carefully. If tracking shows 'delivered' but you haven't received it, check your address, nearby drop-off spots, with family or neighbours, and delivery notifications. Wait up to 48 hours, as tracking can sometimes update early.
- 2If the order still hasn't arrived or cannot be located after 48 hours, go to 'My Orders' in the Shein app or website. If available, use the 'Parcel Delivered, Not Received' button to initiate a refund-only request. Clearly state your order number and explain you have not received your parcel.
- 3If the 'Parcel Delivered, Not Received' button is not available, or if Shein suggests further waiting or contacting the courier, politely but firmly reiterate that their contract is with you for delivery. State that as the goods were not delivered, you expect a full refund.
- 4If Shein confirms a refund, note that it may take up to 14 days to appear in your original payment method. If it does not arrive within this timeframe, request the Refund Transaction Number (ARN) from Shein and contact your card-issuing bank for further status updates.
- 5If Shein refuses your refund or fails to process it after 14 days, contact your bank or credit card provider to initiate a chargeback. Provide them with all relevant details, including your order number, communication with Shein, and proof of non-delivery.
What they'll say, and your comeback
“The package is still in transit, please wait a few more days.”
Comeback, The estimated delivery window has passed, and I have not received my order. My contract is with Shein for delivery, not the courier. I expect a full refund for goods not received.
“The tracking shows it was delivered. Please check with your neighbours or local post office.”
Comeback, I have checked, and I did not receive the package. If it was delivered, it was not to me. Shein is responsible for ensuring the goods reach me, and as they have not, I am entitled to a refund.
“You need to contact the shipping carrier directly to resolve this.”
Comeback, My purchase agreement is with Shein, not the shipping carrier. Shein is responsible for the safe delivery of my order. Since it was not delivered, I require a full refund from Shein.
What actually happens
In practice, getting a refund from Shein for a lost order often starts with their internal process. Many customers first check their surroundings and wait the recommended 48 hours if tracking shows delivery. Using the 'Parcel Delivered, Not Received' button in the app is Shein's preferred initial step for these cases. Refunds are then reviewed by their department. While Shein aims to process refunds, they can sometimes offer store credit first, which consumers should decline. If a refund is approved, it typically takes up to 14 days to return to the original payment method. If delays occur, requesting the Acquirer Reference Number (ARN) from Shein is the next step before contacting your bank. For many, the refund is secured either through Shein's direct process or by escalating to their bank for a chargeback.
FAQ
How long should I wait before contacting Shein about a lost order?
If tracking shows 'delivered' but you haven't received it, Shein advises waiting up to 48 hours as tracking can update early. After this, or if the estimated delivery window has passed and there's no delivery, contact them immediately.
What if Shein offers store credit instead of a refund?
You are entitled to a full monetary refund for goods not received, not store credit. Politely decline the store credit and insist on a full refund to your original payment method.
How long does a Shein refund take?
Shein states that refunds may take up to 14 days to process back to your original payment method. If you do not receive it within this timeframe, request the Refund Transaction Number (ARN) from Shein and contact your bank.
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Reclaim it now, free →More money you might be owed
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-14.