It’s been several weeks since you ordered multiple items from Shein and the package has not been delivered.
What do you do now? Has your shipment been stolen? Should you contact Shein or the carrier in charge of the delivery?
Ultimately, will you get your money back?
Let’s take a look…
Shein Package Not Delivered – Guide
There are some systematic steps you should take if your Shein package is not delivered and you suspect something has gone wrong with the shipment.
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Double-check your Tracking Details
First, you should check the tracking status of the consignment from within the dashboard of your Shein customer account.
On the Shein website, simply log into your account and click on “My Orders” from the main menu.
You will then see the list of your latest purchases along with a link to “Track Order Details“.
Click this and it will reveal the shipment status of your item. It is important that you have an idea of where your package might be before you begin any inquiries from the point of view of claiming a refund for non-delivery.
The package could very well be stuck at a certain point in its journey to you.
If the tracking status shows that the item is delayed at a carrier facility for example, or has maybe entered customs clearance and remained there, your tracking should reveal this.
If this is the case, you will need to carry out steps to help get the shipment moving again.
We have created a full guide on what to do if your Shein tracking is not updating here.
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Shein Package is Lost
If you have reached a stage where your Shein package has not been delivered and you fully believe it is lost, you will need to contact Shein to make a claim.
First, let’s look at the Shein policy on undelivered items. Shein actually has an uncomplicated policy when it comes to this.
Essentially, if SHEIN (and by default the carrier used for delivery) is unable to ship the order within the stated amount of time or your package is missing, then the full value will be refunded into the customer’s SHEIN account, (as store credit) or back to the original payment account.
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Shein Package not Delivered – Making a Claim
To make a Shein package claim for non-delivery you will need to follow these steps:
Step 1: Take a screenshot of the tracking update chain
Before you contact Shein (via chat or email) you should have a screenshot of the tracking chain that shows all of the significant dates of the shipment.
The tracking page will also show that the item is as yet undelivered, and will contain other important details in support of your claim.
Step 2: Contact Shein Customer Services
The next step is to contact Shein customer service.
NOTE: There is a finite amount of time in which you can do this.
The Shein website states that “your package has not been delivered or your tracking information shows that your package has been delivered but you have not received it, you must contact Customer Service to verify within 45 days of the order date.”
In other words, you will need to ensure that you do this before 45 days of the original order date in order to file the claim.
Step 3: Making the claim
When you begin the process of making a claim you will need to select “Create a Ticket” from the customer support chat page.
From here you can send the details of your shipment, including the screenshot you took of the tracking alert chain.
Tick the box so that the claim is also sent to your own email address and wait for a response from Shein.
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What Happens Next?
The normal response when customer services get in touch is that the claim has been filed and that they will look into the shipment.
This provides Shein a little time to make enquires with the shipper. If the consignment can be located, it should be moving toward delivery as soon as possible.
In situations where the shipment cannot be found, (and enough time has passed since the original order date), your account will be refunded for the full amount of the order.