What Do I Do if my Shein Package Never Arrived?

Is Shein losing parcels? This is one of the questions that some online customers ask. We all know how annoying it is to wait for a parcel with a new product and never see it. Shein DOES NOT LOSE parcels, but the transport companies do, so unfortunately anyone dealing with online orders may encounter a situation where your parcel goes missing.

But there’s no need to panic early. Shein is a reliable marketplace. The support service works efficiently, helping its customers to solve any questions and problems.

We will tell you what to do if your parcel still doesn’t arrive, even though all the deadlines have already passed.

Megabonus service offers users to make shopping at Shein even more favourable and economical. You can get cashback from 1.34% to 12.06% of the amount of each purchase. For the terms of accrual and rates of cashback for different categories, as well as tips from our service, please see here.

I think my Shein package is lost. What do I do?

When placing an order, customers see information about the approximate delivery date in their profile, but it is subject to change.

Goods purchased from Shein are delivered within the following timeframes:

– 30 days – economy delivery;

– 20 days – to pick-up points;

– up to 20 days – standard delivery.

After placing an order, the buyer has access to a number by which he can track the location of his parcel.

If you still haven’t received the goods, first of all, check the delivery status of your parcel. If a parcel is stuck at one of the destinations and the delivery status remains unchanged for a long time, it does not necessarily mean that your Shein parcel is lost.

The parcel can stay in the same point due to the following reasons:

1. Customs. There was a problem with the documents or fees/weight of the parcel. Usually it can take up to several days/weeks to solve the problem. If the parcel is delayed at the customs of the sender’s country, the problem will be solved by the shop. If the parcel is delayed in your country, you will have to solve the problem yourself.
2. At the sorting/transfer point. Parcels can stay there from 1 week to several months. This usually happens during a heavy load (Christmas Eve) or when there are global delivery problems (strikes, pandemics, hurricanes, etc.).
3. A parcel is stuck close to its destination. Sometimes this means that there is a software problem and the status of the parcel is not updated online while the parcel has been dispatched or delivered to its destination.

Parcel delivered by Shein sellers go through customs twice: 

• in the country of origin (dispatch of goods);
• in the country of destination (verification of compliance with established import regulations).

In practice, most customs stop bulky parcels and heavy loads. But this is not always the case. In some cases, processing a parcel requires additional documents and payment of duty. If the conditions have not been met, the parcel is returned to the seller. 

If you have any questions, please contact Shein’s customer support team.

There is another reason why you didn’t receive your parcel – you gave your office address for delivery. In this case, you need to find out if any of the employees received it. 

What to do in these cases?

Case 1-2:

• Log in to your Shein account and check for delivery delay notifications. Shein always informs its customers when delivery takes longer than expected.
• Check your customers’ protection time and wait another 1-2 weeks. Then contact customs/post office if necessary.

Case 3. Contact your local post office/the office or the shipping company and ask them about the route of the parcel. It can be delivered and waiting for you.

Shein order lost

If your order is not delivered to you within a reasonable time, you must:

1.   Ensure that your customer protection time has not expired.
2.   Take pictures from the parcel tracking system confirming that your order has not been delivered.
3.   Contact Shein customer support by any convenient method and follow their instructions.

You can take out parcel insurance for an additional fee. The buyer will receive a full refund of the order value if the goods are damaged or lost. 

In practice, each client, regardless of taking out additional insurance, can count on compensation for losses. 

How to contact Shein customer support

To contact Shein’s customer support team, please follow this link. You will be redirected to a chat room with a bot. But there is no need to be indignant! Send any question to the bot, after which 2 more options will appear in the chat window: Online Chat and Ticket.

Send your request and check the instructions sent to your email address and Shein mailbox. As a rule, all lost orders are refunded.

Depending on the country you are in, there are other options for contacting customer support:

• by phone (Monday to Friday);
• via social networks.

You will need to fill in a small questionnaire. You can see the solution to frequently asked questions and you may find an answer to your question. 

In some cases, delivery confusion is caused by logistics companies. A Shein customer support representative can check the status of your order. If it is still in transit, you will be asked to wait a few more days.

There are times when the delivery company incorrectly marks a parcel as delivered, when in fact your item should arrive in the next 2-3 days. If you still have not received your order after this time, we recommend contacting your delivery agent or Shein directly to resolve the issue.

Can I get a refund if my Shein package never arrived?

Customers may be eligible for a refund for an undelivered Shein package, depending on factors such as:

• Marketplace’s return policy;
• Shipping method;
• Package insurance. 

We recommend reviewing Shein’s shipping and return policies on their website or mobile app first.

If your package was insured, you should contact the insurance company and provide all necessary documents confirming the shipment and non-receipt. If your claim is approved, the insurer will issue compensation.

However, Shein may deny a refund if they confirm that the package was delivered to the specified address, even if you did not receive it. In such cases, we recommend contacting your local post office or courier service to investigate the delivery details.

To claim compensation for an undelivered order, contact Shein customer support directly. Be mindful of claim deadlines and follow all conditions stated in Shein’s return policy.

What do I do if my Shein package says delivered but I never got it

If your order status shows “delivered” but you have not received it, we recommend reaching out to Shein’s customer support immediately. Provide your order number and explain that the package status indicates delivery, but you have not received it. Shein can check the delivery details and communicate with the courier service to clarify the situation.

In such cases, Shein may offer either a refund or a replacement shipment if the package cannot be located.

At the same time, contact the courier service that handled your delivery. Provide your tracking number and explain the issue. The courier company may also conduct an internal investigation to determine what happened to your package.

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