Top 10 AliExpress Buyer Questions and Answers

In our blog, we are getting numerous questions on AliExpress purchases and shipping. As most of them cover similar issues, we decided to make a compilation of the top AliExpress questions and answers in this article to make your shopping on AliExpress easier and safer.

Q1: Why cannot I login to my AliExpress account? 

A1: The possible reasons can be:

1. Wrong login or password.
2. Your account is blocked or suspended.
3. Your account was hacked. 

The solutions:

Wrong login or password. Resent your password and change it to make sure you were not and will not be hacked.

Your account is blocked or suspended. Read a full guide on restoring your AliExpress account here. Choose the Appeal for the account reactivation option. 

Your account was hacked. Use the Account reactivation option. There are chances the account will remain blocked and you will have to create a new one though. In case you manage to restore the account, immediately change the password to a stronger one. 

Q2: Can I open the dispute while the Buyer Protection Timer is on?  

A2: Yes, you can. Click the View Detail link above the corresponding order and choose the Open the dispute button. 

Q3: The seller asks me to send them money for faster shipping directly. What should I do? 

A3: You shouldn’t pay to the sellers directly, as AliExpress does not hold responsibility for such payments and will not help you in case the problem arises. In most cases, such offers are a fraud. 

Q4: How do I extend the Buyer Protection Timer?  

A4: Click the View Detail above the corresponding order. In the window that opens, click the link in the second paragraph above the order. Insert the required number of days (as a rule, no more than 45) and click “Confirm”. The seller must extend the Timer or reject the extension within 2 days. Do not forget to go to the website and check the seller’s decision, as you will not get a reminder on it. 

Q5: Can I open the dispute when the order is finished?

A5: Yes, you can open the dispute within 15 days following the confirmation of the order delivery. 

Q5: My order is finished. But I never confirmed delivery.

A5: In case you do not open the dispute, the order is marked as finished automatically when the Buyer Protection Timer is out. 

Q6: My order was finished long ago. Can I still get a refund? 

A6: You can open the dispute and ask for a full or partial refund when the Buyer Protection Timer is on or within 15 days following its completion. 

Q7: The seller asks me to confirm delivery and says they will send me a refund. Should I agree?

A7: You should never agree to direct shipping, payments, or refunds. These are fraud offers. AliExpress forbids the sellers and the buyers to do business directly. 

Q8: I have been waiting for my parcel from AliExpress for more than several months. The tracking services say it was sent, but I haven’t got it. What should I do? 

A8: Regularly check the Buyer Protection Timer and extend it. Open the dispute and ask for a refund when you decide you cannot wait anymore. 

Q9: My parcel from AliExpress was lost. How do I get a refund?  

A9: Contact the shipping service and get the papers proving the parcel was lost. Open the dispute on AliExpress and attach the papers to it. 

Q10: I mixed up the shipping addresses. The parcel was sent back to the seller. Can I still get it?  

A10: Try to contact the seller in the chat and ask what they can do. If they agree to resend, it’s likely you will have to pay the shipping expenses. Check your Customs regulations not to get a fine!

Do you want to read more of such Qs&As compilations? Share in the comments below to help us make our blog more useful!