Shein is a retailer that sells apparel and beauty products online. It is known for offering a large variety of inexpensive items, but the quality can be inconsistent
Shein Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Shein
What you need to know about Shein
Customer service experiences with Shein can be a hit or miss. Some users report fast, helpful responses, while others find the support to be slow.
- Shein’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Shein with our insider guide or through our executive contacts.
- Shein’s customer service policies are standard. Here are our frequently asked questions about Shein.
Shein customer service response times
Shein’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Live chat | Response time: Shein’s live chat support is usually the quickest option for getting help. You can expect an initial response within a few minutes to 30 minutes during business hours. Availability: Live chat is available 24/7, but the response times may be slower during peak periods, like sales events or holidays. |
| Email support | Response time: Email inquiries typically take 1 to 3 business days to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Email address: Customers can contact Shein at support@shein.com, though it’s always best to use the “help” or “contact us” section on Shein’s website for the most accurate and up-to-date contact information. |
| Social media | Response time: Shein is active on social media platforms like Instagram, Facebook, and Twitter. Responses can range from a few hours to a day depending on the platform and the inquiry’s complexity. |
How to resolve a problem with Shein
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Shein mailing address
No. 158, Xinmei Street
Huangpu District
Guangzhou, Guangdong, China
Shein loyalty program
You can join Shein’s loyalty program, Shein VIP, by signing up for an account on the Shein website or through their mobile app. Once you’re signed in, look for the loyalty program section, which will be highlighted. Program benefits include special discounts, early access to sales, and exclusive deals.
Shein social media channels
Shein executive customer service contacts
Primary Contact
Willy Huo
Head of ANZ and Canada
No. 158, Xinmei Street
Huangpu District
Guangzhou, Guangdong, China
willy.huo@shein.com
Secondary Contact
Molly Miao
COO
No. 158, Xinmei Street
Huangpu District
Guangzhou, Guangdong, China
molly.miao@shein.com
Chief Executive
Chris Xu
No. 158, Xinmei Street
Huangpu District
Guangzhou, Guangdong, China
chris.xu@shein.com
Can I call Shein customer service?
Shein does not provide a direct phone number for customer service inquiries. Most customer support interactions are handled online through the website or app.
How can I contact Shein customer service from the U.S.?
To contact Shein customer service from the U.S., follow these steps:
- Through the Shein website or app:
- Log in to your Shein account on the Shein website or app.
- Navigate to the “Help and Support” or “Contact Us” section. This is typically found in the menu or at the bottom of the webpage.
- Choose the option to contact customer service via live chat or email.
- Direct contact information:
- If you prefer direct contact, email Shein customer service at service@shein.com.
- Social media:
- Shein also interacts with customers through social media platforms such as Facebook and Twitter, where you can send direct messages for assistance.
What is the address of the Shein Distribution Corporation in the U.S.?
Shein’s address is, 757 S. Alameda St., Suite 220, Los Angeles, CA 90021.
What are the customer service hours?
Shein’s customer service operates 24/7.
How do I track my Shein order?
Track your Shein order by logging into your account on the Shein website or app and navigating to the “My Orders” section. There, you’ll find tracking information for each order.
How long does Shein shipping take?
Shipping times with Shein can vary depending on your location and chosen shipping method. Typically, standard shipping may take 7-10 business days, while expedited shipping options are available for faster delivery.
How do I return an item to Shein?
Initiate the return process through your Shein account within the designated return period. You’ll receive instructions on how to package and send back the item.
How long does it take to receive a refund from Shein?
7-10 business days to process the refund oince Shein receives your returned item. The refund amount will be credited back to your original payment method.
How do Shein sizes run?
Shein offers a variety of sizing options, and the sizing may differ from standard U.S. or U.K. sizes. It’s recommended to check each item’s specific size chart provided on the product page before making a purchase.
Are Shein products good quality?
Shein offers a wide range of products at different price points. Quality can vary depending on the item and materials used. Reading customer reviews and checking product details can help gauge the quality of specific items.
How do I change my Shein account information?
You can update your Shein account information, including shipping address and payment details, by logging into your account on the Shein website or app and accessing the “Account Settings” section.
What payment methods does Shein accept?
Shein accepts various payment methods, including credit/debit cards (Visa, MasterCard, American Express, Discover), PayPal, and Klarna for installment payments in some regions.
How can I use a Shein coupon code?
During checkout, you can enter a Shein coupon code in the designated field before completing your order. Make sure to check the terms and conditions of the coupon for any specific restrictions or expiration dates.
Does Shein offer student discounts?
Yes, Shein offers student discounts through partnerships with student discount platforms like Student Beans. Eligible students can verify their status and receive a discount on their Shein purchases.
Can I change or cancel my order after placing it?
You can cancel or modify your order before it is shipped. Once your order has been shipped, changes cannot be made.
How long does shipping take?
Shipping times depend on your location and the shipping method chosen. Standard shipping generally takes 7-15 business days, while express shipping can take 3-7 business days.
Who founded Shein?
Shein was founded by Chris Xu in 2008.
Who owns Shein?
Shein is privately owned, with Chinese entrepreneur Chris Xu being a key figure in the ownership.
How can I change my Shein shipping address?
If your order hasn’t shipped yet, you may be able to update your shipping address:
Go to “my orders”, select the order, and check if there’s an option to update the address.
Once an order has shipped, the shipping address typically cannot be changed. You would need to wait for the package to arrive and then contact the carrier to arrange for redelivery or pickup (if they allow it).
How do I join Shein’s loyalty or rewards program?
Shein offers a points program where you can earn points by making purchases, writing reviews, or completing tasks in the app. Accumulated points can be redeemed for discounts on future orders.To join, simply create an account with Shein and start earning points for eligible activities.
To which countries and regions does Shein ship?
Shein offers international shipping to many countries worldwide, allowing customers in a vast number of locations to place orders. While the exact list of countries can vary over time, as of now, Shein typically ships to the following regions and countries:
- North America:
- United States
- Canada
- Mexico
- Europe:
- United Kingdom
- Germany
- France
- Spain
- Italy
- Netherlands
- Poland
- Ireland
- Belgium
- Austria
- Sweden
- Denmark
- Norway
- Portugal
- Switzerland
- Finland
- Greece
- Czech Republic
- Hungary
- Romania
- and more.
- Asia:
- China
- India
- Japan
- South Korea
- Singapore
- Thailand
- Malaysia
- Indonesia
- Vietnam
- Philippines
- and others.
- Middle East:
- United Arab Emirates (UAE)
- Saudi Arabia
- Qatar
- Kuwait
- Bahrain
- Oman
- Israel
- South America:
- Brazil
- Argentina
- Chile
- Colombia
- Peru
- Oceania:
- Australia
- New Zealand
- Africa:
- South Africa
- Egypt
- Morocco
- Nigeria
- and some other select countries.
Shipping methods and times: Delivery times can vary by country and shipping method. Standard international shipping can take a few weeks, while express options are available for faster delivery.
Customs and Import Duties: In some countries, customs duties or import taxes may apply to international shipments. Shein usually informs customers about any applicable duties during checkout.
Local Availability: While Shein ships globally, availability of certain products may depend on your region.
To check if Shein delivers to your country specifically and to find out more about shipping fees and delivery times, it’s best to visit Shein’s website and enter your shipping address at checkout.
How can I find the Shein community forum?
-
- Via the Shein app:
-
- Open the Shein app on your mobile device.
-
- Look for the “Community” tab (usually located at the bottom of the screen or in the menu).
-
- In the community section, you can interact with other users, view reviews, and participate in discussions.
-
- Via the Shein app:
-
- On the Shein website:
-
- Go to Shein’s official website.
-
- Scroll to the bottom of the homepage or access the “Community” tab (this might appear in the website’s main navigation or footer depending on the version).
-
- Explore user reviews, posts, and discussions.
-
- On the Shein website:
-
- Social media and other platforms:
-
- Shein also maintains a presence on platforms like Instagram, TikTok, and Facebook, where it engages with customers through community challenges, giveaways, and other events.
-
- Social media and other platforms:
How to get professional help with your Shein problem
If you need help with Shein, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
