Common Shein complaints and how to handle them

Shein has become a huge name in online fashion, tempting you with low prices, an enormous choice of products and a constant stream of new styles. But when an order goes wrong, sorting it out can sometimes be much harder than placing it.

Complaints raised through Resolver show that refunds and returns are among the biggest frustrations for Shein shoppers, but they aren’t the only problems you can encounter. Delivery issues, faulty or poor quality products, items that don’t match their description and difficulties getting a clear response from customer service can all turn a cheap online order into a lengthy complaint.

Here are some of the most common Shein complaints, and what you can do if they happen to you.

Refunds that don’t arrive

Refunds are one of the biggest sources of complaints about Shein. Recent Resolver data shows that more than a quarter of Shein cases involved customers waiting for money they believed they were owed. You might have sent your order back and have tracking showing it was delivered, only to find that the refund hasn’t appeared. Or you may have received only part of the amount you expected. Shein says refunds typically take 10-15 days to process after a return, although the time it takes for the money to reach you can also depend on your payment method and bank.

How to complain

Keep your return receipt and tracking information until the refund is safely back in your account. If Shein’s stated timeframe has passed, contact customer service with your order number, return tracking and the date the parcel was received. Be clear about exactly how much you’re owed and ask for a firm date for the refund rather than simply accepting another request to wait. If you paid by debit or credit card and you still can’t get your money back, contact your card provider and ask whether you can make a chargeback claim.

Problems returning an order

Buying clothes online inevitably means that some things won’t fit or simply won’t look how you expected. When you buy most goods online in the UK, you generally have a 14-day cooling-off period starting the day after you receive your order. You then normally have another 14 days to return the goods after telling the retailer you want to cancel. There are exceptions, particularly for certain sealed hygiene products and personalised goods.

Shein also operates its own returns policy, so check the conditions and deadlines applying to your particular order. The important distinction here, is whether you’ve simply changed your mind or whether there’s actually something wrong with the product. If an item is faulty, damaged or not as described, your statutory consumer rights apply, a retailer can’t remove those rights simply through its returns policy.

How to complain

Start your return through your Shein account and keep evidence at every stage. Save the return confirmation and take a photo of the parcel and its contents before sending it. Most importantly, keep your proof of postage and tracking number. If Shein later says it hasn’t received the parcel, you’ll have evidence showing when and where it was returned.

Your order hasn’t arrived

A late delivery can be annoying. An order marked as delivered when you don’t have it is much more concerning. If your tracking says your Shein parcel has arrived but there’s nothing at your address, first check any nominated safe place and with other members of your household or neighbours. But don’t allow yourself to be passed endlessly between the retailer and courier. Your contract is generally with the retailer, so if you bought directly from Shein, it remains responsible for getting your order to you.

How to complain

Take a screenshot of the tracking information and contact Shein as soon as you realise there’s a problem. Explain that you haven’t received the goods and ask Shein to investigate. Keep a record of every response, particularly if the courier and Shein give you conflicting information. If the parcel can’t be located, ask Shein to provide the appropriate remedy rather than simply telling you to pursue the courier yourself.

Faulty, damaged or poor quality items

Cheap doesn’t mean you have to accept faulty goods. If your clothes arrive damaged, stitching comes apart immediately or another product simply doesn’t work as it should, you have consumer rights just as you would when shopping with any other retailer. Under UK consumer law, goods should be of satisfactory quality, fit for purpose and as described. If they’re faulty, you may be entitled to a refund, repair or replacement depending on the circumstances and how long you’ve had them.

Shein itself asks customers reporting an item that isn’t as described to provide pictures of the item and its SKU code, and says it will typically offer a refund in these circumstances.

How to complain

Photograph the problem as soon as you notice it. If the item differs from its online listing, take screenshots of the original product page too, especially the description, photographs, materials or measurements that influenced your decision to buy. Explain exactly what’s wrong and what you want Shein to do about it. Don’t let a complaint about a faulty item become confused with an ordinary change-of-mind return. Your legal rights may be stronger when there’s actually something wrong with the goods.

Your item doesn’t look like the listing

Sometimes the issue isn’t that an item is obviously broken. It’s that what turns up bears little resemblance to what you thought you’d ordered. Perhaps the material is substantially different from the description, the colour isn’t remotely similar, the dimensions are wrong or the product doesn’t have a feature that was clearly advertised. Online product photographs can inevitably look slightly different depending on lighting and screens. But if an item has been materially misdescribed, that’s different from simply deciding you don’t like it.

How to complain

Screenshot the listing before it changes or disappears and photograph what you actually received. Highlight the specific difference rather than simply saying you’re disappointed with the quality. For example, if the listing described a particular material or measurement and the product doesn’t match it, point this out clearly in your complaint.

Customer service isn’t resolving the problem

You may find yourself explaining the same problem repeatedly, receiving standard responses or being told to wait without getting a clear answer about what’s happening to your refund or return. This is where keeping your complaint organised becomes particularly important.

How to complain

Avoid starting from scratch every time you contact customer service. Keep your order number, dates, tracking information and previous responses together and refer back to what you’ve already been told.

Set out the issue simply:

• what happened
• when it happened
• what evidence you have
• what Shein has already told you
• what you now want it to do.

If you’ve been promised a refund by a particular date and it hasn’t arrived, say so. A short, factual timeline can be far more effective than repeatedly retelling the entire story.

What if Shein still won’t resolve your complaint?

Getting nowhere with Shein doesn’t necessarily mean you’ve reached the end of the road. There may be other ways to recover your money. For purchases made by debit or credit card, ask your card provider whether chargeback is available. Paying directly by credit card may also give you additional protection under Section 75 of the Consumer Credit Act where the cash price of an individual item was more than £100 and up to £30,000.

Payment services and Buy Now, Pay Later providers may have their own dispute or buyer protection processes, so check what options are available to you. Whichever route you take, don’t leave it too long. Different payment recovery and dispute processes have deadlines, so act as soon as it becomes clear that your complaint isn’t being resolved.

How Resolver can help

Sometimes taking a more structured approach to your complaint can make the difference. Resolver user Laura told us that Shein responded quickly after she raised a case through Resolver, but only after she had already spent weeks trying to get a response:

“SHEIN handled my case quickly but only once I had followed the advice from Resolver – they ignored me for 4 weeks before that!” – Laura

Laura’s experience is a useful reminder not to give up if your first attempts to resolve a problem get nowhere. Keep your evidence, make it clear what outcome you expect and make sure there’s a written record of your complaint.

Make your Shein complaint easier to manage

Whether you’re chasing a missing refund, disputing a return or complaining about an order that never arrived, keeping evidence is crucial.

Keep your order confirmation, screenshots, photographs, tracking details, proof of postage and customer service conversations. Don’t rely on information remaining accessible indefinitely through your account.

If you’re having problems with Shein, raise your case free through Resolver and keep your complaint and evidence together in one place.

For more advice on refunds, complaints and your consumer rights, sign up to the Resolver Newsletter.