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AliExpress is an international online marketplace owned by China’s Alibaba Group, connecting buyers worldwide with millions of sellers, mostly based in China. Launched in 2010, the platform covers everything from electronics and clothing to home goods and beauty products, with sellers shipping to more than 190 countries. It’s one of the most visited e-commerce sites globally, with over 8 million active app users as of early 2024.
AliExpress operates as a third-party marketplace rather than a direct retailer, meaning most purchases are fulfilled by individual sellers rather than the platform itself. Customer service works accordingly: for most order issues, you’ll deal directly with your seller first. AliExpress support steps in when disputes can’t be resolved. This page covers all the ways to get help.
Looking for a refund from AliExpress? See our AliExpress Refund Guide.
Is AliExpress Legit and Safe?
AliExpress is a real marketplace run by Alibaba Group, one of the world’s largest technology companies. Millions of orders ship from it every day, and its escrow-based payment system holds your money until you confirm receipt of your order, which protects against sellers who take payment and never ship. That said, the platform has a mixed track record with customer reviews. On Trustpilot, AliExpress carries a 2.1 out of 5 based on over 181,000 reviews (as of March 2026). The Better Business Bureau rates it D-, citing over 1,300 unanswered complaints.
Shopping safely on AliExpress mainly comes down to seller selection. Check seller ratings, read recent buyer reviews, and avoid listings with prices that seem unrealistically low for the product. AliExpress’s Buyer Protection program covers orders that don’t arrive or differ significantly from their descriptions – open a dispute through the platform if that happens. For extra protection, pay via credit card or PayPal, which give you chargeback options if AliExpress dispute resolution falls short.
Phishing scams targeting AliExpress shoppers are documented: fake emails mimicking the platform ask users to verify account details or claim a prize, linking to sites designed to steal credentials. AliExpress will never ask for your password, full payment card number, or Social Security number by email. If you receive a suspicious message, report it to the FTC at reportfraud.ftc.gov.
How to Contact AliExpress Customer Service
AliExpress support runs through its online help center and live chat. There is no customer service phone number for buyers. The main options are the 24/7 chatbot (Eva), live agent chat via the help center, and direct messaging to your seller. Email contact is available only for data protection and legal matters.
AliExpress Customer Service – Website
The AliExpress Help Center at helpcenter.aliexpress.com/s/BuyerHelp is the starting point for most support issues. It covers the most common buyer topics through self-service tools:
- Order tracking and parcel status
- Return and refund requests
- Dispute filing and management
- Order cancellation
- Account and payment issues
- Seller non-response escalation
Most order-specific issues can be started directly from “My Orders” in your account. You’ll find a link to open a dispute or contact your seller on each order detail page. AliExpress keeps a service records portal at servicerecords.aliexpress.com where you can track the status of open support cases.
AliExpress Customer Service – Chat
Live chat is AliExpress’s primary support channel and is available 24/7. When you open the help center, you’re first connected to Eva, an automated chatbot. Eva handles common queries and can pull order information automatically. If Eva can’t resolve your issue, type “talk to an agent” or “I need human support” to request a live representative.
You can go directly to live chat at m.aliexpress.com/helpcenter/goToLiveChat.htm. Logging in before starting the chat gives the agent access to your order history, which speeds up resolution for order-related issues.
AliExpress Customer Service – Email
AliExpress does not offer email support for general shopping or order issues. Two dedicated email addresses exist for specific purposes:
- Data protection inquiries: [email protected]
- Legal and enforcement matters: [email protected]
For order problems, refunds, and disputes, use the help center or live chat instead.
AliExpress Customer Service – App
The AliExpress app is available on iOS and Android and includes a full help center and in-app chat support. To reach customer service through the app, tap the profile icon at the bottom of the screen, scroll down to “Customer Service,” and you’ll be connected to Eva or a live agent. The app also lets you track orders, open disputes, and message sellers directly from each order page.
AliExpress on Social Media
AliExpress is active on several platforms. Social media is primarily used for promotions and content rather than customer support, but direct messages on Facebook or X sometimes get a response for visibility issues:
- Facebook: facebook.com/AliExpress – over 42 million followers; primarily content, not support
- X (Twitter): @AliExpress_EN – can try for visibility on unresolved issues
- Instagram: @aliexpress – 9 million followers; content only, not a support channel
- TikTok: @aliexpress – content only, not a support channel
AliExpress Customer Service – FAQ
Here are answers to common questions about AliExpress:
How do I get a refund on AliExpress?
To request a refund, go to “My Orders,” find the relevant order, and click “Open Dispute.” You can request a refund for items that didn’t arrive, arrived damaged, or don’t match the listing. AliExpress holds the payment in escrow until the dispute is resolved. If you and the seller can’t reach an agreement, AliExpress’s dispute team steps in. Refunds typically take 10-20 business days to process once approved.
Does AliExpress have a phone number for customer service?
AliExpress does not provide a customer service phone number for buyers. Support is handled through the online help center and live chat. The Alibaba Group corporate office in the US can be reached at +1 (408) 785-5580 (listed in multiple directories), but this is not a buyer support line and is not intended for order or refund inquiries.
How long does AliExpress take to process a return?
AliExpress allows returns within 15 days of receiving your order, no explanation required, as long as items are in original condition and packaging. The Free Return Without Cause program covers many listed products. Once the seller receives and inspects the returned item, the refund takes about 10 business days. The full timeline from opening a return to receiving funds is typically 10-20 business days, though peak shopping seasons can extend this.
What is AliExpress Buyer Protection?
AliExpress Buyer Protection covers orders that don’t arrive within the promised timeframe, arrive significantly damaged, or don’t match their product description. The platform uses an escrow system: your payment is held until you confirm receipt. If something goes wrong, you have a window to open a dispute. Coverage applies to most purchases on the platform, though it’s limited for digital products, customized orders, and items over $1,000.
How do I contact a seller on AliExpress?
You can message a seller directly from a product listing or from “My Orders.” On the order detail page, look for the “Contact Seller” button. Most sellers respond within 24-48 hours. If the seller doesn’t respond, you can escalate through the help center by opening a dispute or using the seller non-response escalation tool.
Can I cancel an AliExpress order?
You can cancel an order without needing seller approval within a short window after placing it, typically before the seller confirms shipment. Once the seller has shipped the order, cancellation requires the seller’s agreement. Go to “My Orders,” select the order, and click “Cancel Order” if the option is available. If not, contact the seller to request a mutual cancellation.
Why is my AliExpress order stuck in customs?
Orders from China often pass through customs, which can add several days or more to delivery. If your tracking shows the package is held at customs, it usually clears on its own. Customs may charge import duties depending on your country and the order value – these fees are the buyer’s responsibility unless the listing states otherwise. If a package is held for more than 10 business days with no movement, contact your seller through AliExpress messaging or open a dispute.
What payment methods does AliExpress accept?
AliExpress accepts major credit and debit cards (Visa, Mastercard, American Express), PayPal in select markets, Apple Pay, Google Pay, bank transfers, and AliExpress Wallet. Available payment methods vary by country. Paying by credit card or PayPal gives you chargeback options as a backup if a dispute doesn’t go your way through AliExpress’s own system.
How to Get the Fastest Help from AliExpress
- Log in before opening chat – agents can see your orders immediately and skip verification steps.
- Start with your seller for order issues – sellers are motivated to resolve problems quickly and can offer refunds or reshipping without going through formal dispute channels.
- Open a dispute before the protection window closes – each order has a deadline after the expected delivery date. Missing this window can void your claim.
- Use “talk to an agent” as your first message in Eva chat – the bot will route you to a live representative faster than working through multiple menu options.
- Screenshot everything – save order confirmations, product photos, and any seller messages before opening a dispute. This speeds up the review process significantly.
- For stuck or delayed packages, check tracking via the AliExpress app first – many apparent delivery failures resolve themselves within a few days of the expected date.
About AliExpress
AliExpress launched in 2010 as the international retail arm of Alibaba Group, the Chinese technology conglomerate founded by Jack Ma in 1999 and headquartered in Hangzhou, China. Unlike Alibaba’s domestic platforms (Taobao and Tmall), AliExpress was built from the start for cross-border sales, targeting buyers outside China. It now ships to more than 190 countries and is particularly popular in Europe, Latin America, and Southeast Asia.
The platform hosts millions of individual sellers and small businesses, primarily from China, selling across hundreds of product categories. Alibaba Group, AliExpress’s parent company, reported over 126,000 employees as of late 2025. AliExpress itself is not a direct retailer – it’s a marketplace where transactions happen between buyers and third-party sellers. This structure affects both pricing and the support experience, since order fulfillment quality varies by seller.
Customer satisfaction scores for AliExpress are below average for major e-commerce platforms. The platform holds a 2.1 out of 5 rating on Trustpilot based on over 181,000 reviews (as of March 2026), with recurring complaints about delivery times, product quality discrepancies, and refund processing delays. It is not BBB-accredited and holds a D- BBB rating. Despite these review trends, hundreds of millions of orders are completed through the platform annually, and its Buyer Protection program does provide recourse for the most common issues.
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