SHEIN is an online fashion retailer selling low-cost clothing, accessories, shoes, and beauty products across a wide-ranging catalog. The company ships to over 220 countries, with a particular focus on women’s fashion alongside men’s and children’s apparel. Founded in 2008 and headquartered in Singapore, SHEIN has grown into one of the world’s largest fast-fashion platforms, with tens of millions of active shoppers monthly.
SHEIN’s customer service is handled entirely through digital channels. The company does not offer phone support, so reaching the team means going through the help center, in-app chat, or email. This page covers all the current ways to get in touch.
Looking for a refund from SHEIN? See our SHEIN Refund Guide. You can also read our SHEIN Review.
Is SHEIN Legit and Safe?
SHEIN is a legitimate business with hundreds of millions of orders processed globally. The company is not BBB-accredited and has a significant volume of complaints on file with the Better Business Bureau, covering issues like items not matching photos, delayed deliveries, and return difficulties. On Trustpilot, the global SHEIN profile (www.shein.com) carries a rating of around 3.9 out of 5 based on over 349,000 reviews (as of early 2026), though the US-specific profile reflects considerably lower scores.
Shoppers generally receive their orders, but common risks include product quality not matching listings and sizing inconsistencies. For extra purchase protection, paying via PayPal or a credit card with chargeback rights is a practical step. SHEIN is also a documented target of phishing scams: fake emails claim you’ve won a “mystery box” and direct you to unofficial sites designed to steal your credentials. SHEIN will never ask for your password, bank details, or social security number by email – any such message is fraudulent. If you suspect a phishing attempt, report it to the FTC at reportfraud.ftc.gov.
How to Contact SHEIN Customer Service
SHEIN’s primary support channels are the in-app and website chat (for logged-in users) and email. There is no customer service phone number. The fastest route for most issues is the chat tool, accessible after signing into your account.
SHEIN Customer Service – Website
SHEIN’s help center at help.shein.com covers orders, shipping, returns, account management, and more. Logged-in users can also access personalized order information and initiate contact directly through the support portal at us.shein.com/contact-us.html.
SHEIN Customer Service – Online Chat
Chat is the fastest way to reach a SHEIN agent. It’s available to logged-in users through both the website and the mobile app. On the website, go to the contact page and select the chat option; in the app, tap “Me,” then “Support,” then “Customer Service.” Chat hours are typically 6:00 AM to 9:00 PM PST, though availability may vary.
SHEIN Customer Service – App
The SHEIN app is available on iOS and Android and includes full access to customer support features: live chat, order tracking, return initiation, and account management. Many users find it easier to manage orders and contact support through the app than the desktop site. Download it from the Apple App Store or Google Play.
SHEIN Customer Service – Email
You can email SHEIN customer service at [email protected] for general inquiries and feedback. For disputes, use [email protected]. Privacy-related requests can be sent to [email protected]. Email response times are typically slower than chat, so for time-sensitive issues like a missing order, chat is the better option.
SHEIN on Social Media
- Instagram: @sheinofficial
- Facebook: facebook.com/SHEINOFFICIAL
- X (Twitter): @SHEIN_Official
- TikTok: @shein_official
SHEIN is active across these platforms primarily for content and promotions. For account or order issues, the official support channels (chat or email) will get you a faster resolution than social media DMs.
SHEIN Customer Service – Address
SHEIN’s registered corporate address is:
ZOETOP Business Co. Limited
112 Robinson Road #03-01
Singapore 068902
SHEIN Customer Service – FAQ
Here are answers to some of the most common questions about SHEIN:
Does SHEIN have a customer service phone number?
No. SHEIN does not list any phone number for customer support. All support goes through chat (via the website or app for logged-in users) or email at [email protected]. Any phone number you find on third-party sites is not officially associated with SHEIN.
How do I return an item to SHEIN?
Log into your SHEIN account, go to “My Orders,” select the order, and choose “Return Item” to generate a prepaid return label. You typically have up to 35 days from purchase to start a return, though the system may block initiation after 30 days in some cases. Your first return from an order is free; any additional returns from the same order incur a $7.99 shipping fee deducted from your refund.
How long does a SHEIN refund take?
Once SHEIN’s warehouse confirms receipt and completes a quality inspection (typically 3-8 business days after the return is received), refunds to your original payment method usually take an additional 5-10 business days. Refunds to your SHEIN wallet are processed faster, often within 1-2 days of inspection completion.
What should I do if my SHEIN order never arrived?
First, check the tracking link in your order confirmation email or inside the app. If the tracking shows “delivered” but you haven’t received anything, contact SHEIN through the in-app or website chat with your order number and delivery address. SHEIN may investigate with the carrier, and in confirmed non-delivery cases, a refund or replacement can be requested.
Is SHEIN safe to shop from?
SHEIN is a legitimate retail operation, but shoppers regularly report that product quality and sizing can differ from what photos suggest. Paying by credit card or PayPal gives you chargeback protection if an order goes wrong. Also watch for phishing emails impersonating SHEIN, particularly fake “mystery box” prize messages – always verify URLs and go directly to shein.com rather than clicking emailed links.
What is SHEIN Club?
SHEIN Club is a paid subscription that gives members an extra 5% discount on non-sale items, billed quarterly. There is typically a free trial period available for new subscribers. SHEIN also has a free loyalty program with tiered VIP levels (based on eligible spending) that offer rewards and access to member-only promotions. Check the SHEIN Club terms at us.shein.com for current pricing.
How long does SHEIN shipping take to the US?
Standard shipping to the US typically takes 7-14 business days, while express shipping can reduce that to 3-7 business days. Exact timeframes depend on your location and the items ordered. You can track your order through the SHEIN app or the tracking link in your confirmation email.
How do I cancel or change a SHEIN order?
SHEIN orders can only be canceled or modified before they are processed for shipping. Go to “My Orders” in your account and look for a “Cancel” option – this is only available within a short window after placing the order. Once the order is packed or shipped, you’ll need to wait for delivery and then initiate a return.
How to Get the Fastest Help from SHEIN
- Use the in-app chat during PST business hours (6 AM – 9 PM) for the fastest response – it connects you to support faster than email and you can share order details directly from your account.
- Have your order number ready before starting a chat or writing an email – SHEIN agents will ask for it immediately, and having it cuts down back-and-forth.
- For disputes about items that don’t match photos or are damaged, take clear photographs before contacting support. SHEIN may request photographic evidence for quality complaints and partial refunds.
- Start your return within 30 days of purchase – the system may block initiation after that point, so don’t wait if you’re unsatisfied with an item.
- For privacy requests or account data issues, email [email protected] directly rather than going through general support – it reaches the correct team faster.
About SHEIN
SHEIN (formerly SheInside) was founded in 2008 and is incorporated under ZOETOP Business Co. Limited, headquartered in Singapore. The company sells clothing, shoes, accessories, beauty products, and home goods, with a core focus on women’s fashion at low price points. It ships to over 220 countries and counts tens of millions of active users monthly, making it one of the largest online fashion retailers by volume.
The brand built its growth on social media marketing and influencer partnerships, becoming particularly dominant on TikTok and Instagram. SHEIN operates a third-party marketplace in addition to its own inventory, allowing independent sellers to list products alongside SHEIN’s catalog. The company has faced scrutiny over data privacy practices (including a fine of €150 million from France’s CNIL in 2025 for cookie consent violations) and ongoing criticism around product quality consistency. Trustpilot places the global brand at around 3.9 out of 5 based on over 349,000 reviews (as of early 2026).