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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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 many jurisdictions, including the UK under the Consumer Rights Act 2015, goods must be delivered within the agreed timeframe, or within a reasonable time if no specific date was set. If the goods are not delivered, you are entitled to a full refund. 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. Confirm the estimated delivery window has passed and review the tracking for any updates or delivery attempts.
- 2Contact Shein customer service directly through their app or website. Clearly state your order number and explain that you have not received your parcel, requesting a full refund.
- 3If Shein suggests further waiting or contacting the courier, politely but firmly reiterate that their contract is with you, the customer, for delivery. State that as the goods were not delivered, you expect a full refund.
- 4If Shein refuses or delays, 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.
FAQ
How long should I wait before contacting Shein about a lost order?
You should wait until the estimated delivery window provided by Shein has fully passed. If the tracking shows no movement or the order is significantly delayed beyond that timeframe, 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.
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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.