Shein Customer Service Contacts

Shein does not provide a public phone number for customer service. All support is handled online through the website or app — use the live-chat feature or email support@shein.com.

The fastest route is live chat: log into your account on shein.com or the Shein app, tap the headset icon (top right), and select Live Chat — its available Monday to Sunday: 4 a.m. to 8 p.m. Pacific time. You can also email support@shein.com, though responses typically take 1–5 business days. For order-specific problems, go to My Orders → Order Details → the relevant order and use the built-in help options there. If you’re unable to resolve your issue directly, Shein’s social media accounts (Facebook, X/Twitter, Instagram) sometimes respond to public complaints faster than email.

Shein’s U.S. distribution address on file is 757 S. Alameda St., Suite 220, Los Angeles, CA 90021. Note that Shein does not accept walk-in customer service visits; this address is for legal and formal correspondence only. For returns, use the prepaid label generated through your account — do not ship to this address.

Shein’s online customer service — live chat and the in-app help system — operates 24/7. Response times may be slower during major sale events or holidays.

Log into your account on shein.com or the app, go to My Orders, and select the relevant order to see tracking updates. You can also use the tracking number Shein emails you to track the package directly on the carrier’s website (USPS, DHL, or FedEx depending on your location).

Standard shipping to the U.S. currently takes 9–14 business days from the time your order ships; express shipping takes 5–9 business days. These windows are longer than they were before mid-2025, because the end of the de minimis duty exemption in August 2025 means every incoming Shein package now goes through full U.S. customs clearance, which adds processing time. To minimize delays, choose items labeled “QuickShip” (stored in a U.S. warehouse) and avoid combining warehouse-stocked items with items shipping directly from China in the same order. Standard shipping is free on U.S. orders over $29; express costs $12.90 (free over $139).

You have 30 days from the delivery date to initiate most returns. Items must be unworn, unwashed, and have original tags attached. Non-returnable categories include bodysuits, lingerie, swimwear, opened beauty products, and items marked “final sale” on the product page. To start a return: log in → My Orders → Order Details → tap Return Item → select items, choose reason, submit. You’ll receive a QR code you can use at any Forever 21 store in the U.S. (Shein’s in-store drop-off partner as of 2024) or take to a USPS or UPS location. The first return per order is free; additional returns from the same order cost $7.99.

Once Shein receives and inspects your returned package, refunds are processed within 5–7 business days. If you chose Shein Wallet credit, it typically appears within 24 hours of processing. If you chose a refund to your original payment method (credit card, PayPal, etc.), allow an additional 5–10 business days for your bank to post the funds. Original shipping fees are not refunded. If your refund hasn’t appeared within 15 business days of Shein receiving your package, contact support@shein.com with your order number and return tracking information.

Shein sizing does not follow standard U.S. or U.K. sizing conventions — sizes often run one to two sizes smaller than U.S. equivalents. Always use the size chart on the individual product page rather than your usual size; Shein’s charts vary by supplier. If you’re between sizes, size up. Customer reviews on each listing frequently include real-buyer measurements and fit notes, which are often more reliable than the official chart. Items labeled with Asian or EU sizing require extra care — convert carefully before ordering.

Quality is highly variable and depends on the specific item, supplier, and price point — this is well-established. What is new and documented: multiple independent lab tests have found hazardous chemical levels in some Shein clothing items, including elevated lead and phthalate levels that exceed legal limits in the U.S., EU, and Canada. A Canadian investigation published May 10, 2026 found one Shein item at 3,300 times the safe chemical limit. Greenpeace reported in November 2025 that Shein products continued to violate EU chemical standards. The Texas Attorney General filed a consumer protection lawsuit in February 2026 specifically citing toxic goods. This does not mean every Shein product is dangerous, but it does mean that reading reviews for quality clues is not sufficient for assessing safety. Wash new items before wearing and avoid wearing anything with an unusually strong chemical smell. Report unsafe products to the U.S. Consumer Product Safety Commission at SaferProducts.gov.

Log into your account on shein.com or the app, go to Account Settings (accessible from the profile icon), and update your shipping address, email, or payment details there. Changes to email address or phone number may require verification.

Shein accepts Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Klarna (buy-now-pay-later, available in select regions). Gift cards and Shein Wallet credit can also be applied at checkout. Payment options vary slightly by country. For safety, consider using a virtual card number — offered free by many U.S. banks — rather than your primary card, given documented concerns about Shein’s data practices.

At checkout, enter your coupon code in the “Promo Code” field before completing payment. Check the terms on the coupon for expiration dates, minimum order requirements, and any excluded categories. Only one coupon code can typically be applied per order, but it can be combined with Shein Wallet credit and points.

Yes. Shein offers student discounts through Student Beans and similar verification platforms. Eligible students verify their enrollment status through the partner platform and receive a discount code to use on shein.com. Check Shein’s promotions page or Student Beans directly for the current discount amount, as it varies.

You can cancel or modify your order only before it has been picked and packed — which at Shein can happen within hours of placing the order. To attempt a cancellation, go immediately to My Orders → Order Details and look for a Cancel Order button. Once the order status moves to “Processing” or “Shipped,” cancellation is no longer available and you will need to wait for delivery and then initiate a return. If you need to change a shipping address after ordering, go to My Orders → select the order → check for an address-update option before it ships.

Shein was founded by Chris Xu (also known as Xu Yangtian) in Nanjing, China in 2012.

Shein is privately held. Its parent company is Roadget Business Pte. Ltd., incorporated in Singapore. Chris Xu (Xu Yangtian) is the founder and a key figure in its ownership. Shein has pursued an IPO for several years; as of May 2026, no public listing has been completed — a planned London Stock Exchange IPO stalled, and the company was reported to be exploring a Hong Kong listing. Shein is not publicly traded and has no ticker symbol.

If your order hasn’t shipped yet: go to My Orders, select the order, and look for an option to edit the address. This window is short — Shein processes orders quickly. Once an order has shipped, the address cannot be changed by Shein. At that point, contact the carrier (USPS, DHL, or FedEx — check your tracking email for which carrier has the package) directly and request a redirect or hold for pickup. Carrier redirect services may carry a small fee.

The U.S. government eliminated the “de minimis” duty-free exemption for Chinese-origin goods in August 2025, meaning Shein packages are now subject to U.S. import duties that are passed through to shoppers as surcharges at checkout or on your invoice. The amount varies by order value and product category. If you believe a surcharge was not clearly disclosed before you completed your purchase — or if you were charged a fee and believe it was improperly collected — a class-action lawsuit filed in April 2026 against Shein alleges exactly that; check classaction.org for current status. Save your order confirmation and invoice emails as documentation.

Multiple independent lab tests have found elevated levels of hazardous chemicals — including lead and phthalates — in some Shein products. A Canadian investigation published May 10, 2026 found one item at 3,300 times the safe chemical limit. Greenpeace reported in November 2025 that Shein clothing continued to violate EU chemical limits. The Texas AG filed a consumer lawsuit in February 2026 specifically citing toxic goods. Not every Shein item will be dangerous, but the findings are consistent enough across multiple independent sources and countries to warrant caution: wash new items before wearing, avoid anything with an unusually strong chemical smell, and report suspected unsafe products to the CPSC at SaferProducts.gov.

In July 2025, Shein paid $700,000 to settle a California lawsuit after prosecutors found the company repeatedly failed to notify customers of shipping delays within the legally required timeframe. Under that settlement, Shein committed to notifying U.S. customers within one business day of a known delay. If you were not notified and your order is significantly overdue, contact Shein in writing via the app or at support@shein.com, state the original estimated delivery date, and request either a status update or a refund. If Shein does not resolve the issue, file a complaint with your state attorney general’s consumer protection office or with the FTC at ReportFraud.ftc.gov.

Shein is currently subject to multiple simultaneous regulatory actions. The European Commission opened formal Digital Services Act proceedings in February 2026 over illegal products on the platform, addictive gamified design, and consumer deception. France’s data regulator (CNIL) fined Shein €150 million in September 2025 for placing tracking cookies on users’ devices without consent. The Texas AG filed suit in February 2026 alleging toxic products and data exposure of Texas consumers. These are civil and regulatory proceedings — Shein continues to operate. EU shoppers have stronger legal remedies under the DSA and GDPR than U.S. shoppers do. Wherever you are, keep documentation of all transactions.

There are documented reasons for caution. France’s CNIL fined Shein €150 million in September 2025 for placing tracking cookies on users without consent, which can expose browsing data to third parties. The Texas AG’s April 2026 lawsuit separately alleges data exposure of Texas consumers. Reuters reported in October 2025 that Shein was boosting internal controls following its fines. Practical steps: use a virtual card number (offered free by many U.S. banks and credit unions) rather than your primary card, avoid saving payment information in your Shein account, and review your account’s privacy settings.

Reply STOP to any Shein text — this is the legally required opt-out method under the federal TCPA. If texts continue after you’ve replied STOP, follow up in writing to support@shein.com requesting removal from all marketing lists. Shein is currently facing a federal class-action lawsuit filed in mid-2025 alleging it sent marketing texts to consumers without required written consent. If texts persist after a valid opt-out, you can file a complaint with the FCC or consult a TCPA attorney — continued texts after a valid opt-out can entitle you to statutory damages.

Be skeptical of both. A class-action lawsuit filed in July 2025 alleges Shein paid influencers to promote products without clearly disclosing the paid relationship, which violates FTC endorsement rules. EU regulators have also flagged Shein for advertising artificially inflated “original” prices to make discounts appear larger than they are. When evaluating a product, look for reviews on third-party platforms and be wary of any influencer post about Shein that doesn’t clearly label itself #ad or #sponsored.

Texas Governor Greg Abbott signed an executive order in February 2026 banning Shein (and other China-affiliated platforms) from state-owned networks, devices, and systems. If you are on a Texas government-issued device or a state agency network, you may find Shein blocked. The ban applies only to government infrastructure — individual Texas residents can access Shein on personal devices and home internet connections without restriction. The Texas AG’s concurrent consumer lawsuit alleging toxic products and data exposure is a separate legal action and does not block private shopping.