SHEIN contact: how to reach customer service (+3 tips)

Shein contact customer support webshop

Do you wish to contact SHEIN customer service for a complaint or question, to name but one? It can be quite hard to figure out where to go. Therefore, you can find a clear overview of all the SHEIN contact possibilities on this page!

SHEIN contact: an introduction

SHEIN is a very popular webshop with a wide range of cheap, trendy clothing. The range is suitable for men, women and children and is updated daily.

Many people order large quantities of clothes at a time. It can therefore happen that a piece of clothing does not fit, or that something went wrong with the order. In that case, you can contact the SHEIN customer service and look for solutions.

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There are several ways to reach SHEIN. Unfortunately, it is difficult to get in touch with a real person; for example, no SHEIN phone number exists.

However, there are several other options that will serve you well. We list them for you below.

1. Live chat

SHEIN offers a fully automated chatbot to its customers that answers almost all common questions.

You can get information on topics such as returns and tracking your order, but you can also go there to find product information or tips on choosing the right size.

Chat Shein

The chatbot is very extensive, so chances are that your question will be answered quickly. There exists a tutorial video about the chatbot which gives a clear explanation, in order for you to easily understand what is going to happen and get help faster. Click here to go to the chatbot.

2. Social media

It is also possible to ask your question via social media. The clothing company is active on Facebook as well as on Twitter, and on both platforms you can ask questions.

On Facebook Messenger as well as in the Twitter DMs, you get a similar chatbot to the one on SHEIN’s website. This chatbot is well optimized and can help you with a lot of questions.

When you leave questions in a comment or tweet, you are asked to send a private message. So even on social media, you won’t get a personal response to your questions. Here too you get in touch with a kind of chatbot.

On Facebook, there is once again a chatbot that answers your questions. This chatbot works very fast, within seconds we already got answers to all our questions. The same chatbot is active in the DMs of SHEIN’s Twitter.

When you ask your question in a tweet to SHEIN, you will be redirected to the DMs again.

Basically, it makes no difference whether you contact them via Facebook, Twitter or the Chatbot. In each case, you won’t get personal contact, but you will be helped very quickly.

3. E-mail support

If you can’t figure your issue out using a chatbot or via social media, your best option is to reach out to the company via email. The email address for this is [email protected].

Please note that this email address is available to all customers from all 220 countries in which the business operates. Therefore, it may take a little while to get a reply.

The company indicates that they have a professional customer service team in the following languages: English, French, German, Russian and Arabic. So it is only possible to get SHEIN mail contact in these languages.

Not reachable by phone

A notable feature of the webshop is that you cannot contact SHEIN by phone. This makes it a bit more difficult to reach SHEIN. Calling SHEIN is probably not possible because of the costs involved.

The webshop operates in no less than 220 countries and has a huge number of customers every day. A telephone customer service for all these countries would, of course, involve a lot of money.

These costs could then be passed on to the prices of the clothes, but then SHEIN would lose its name recognition for cheap prices.

Making a complaint to SHEIN

Do you have a complaint about, for example the webshop, because your package was not delivered or you are not helped by the customer service?

SHEIN does not offer the possibility to file a complaint on its website. This makes it very hard to share your negative experiences and to find a solution.

In case of complaints, we recommend to send an email to SHEIN’s email support, as this is where you have the greatest chance to receive a clear and personal reply.

There are also organizations outside SHEIN where you can file your complaint. These are often forums with experiences and complaints about all kinds of different companies, which are meant to protect the consumer. However, it is not clear whether anything is actually done with these collected complaints.

SHEIN is originally from the US, but the production of the clothes takes place in Asia. Therefore, it is not clear exactly which rules apply regarding webshops.

SHEIN contact and return

If you wish to return an order, you can do so via the website. But, please note that the address of the sender of your package, is not the same as the return address. And this return address is not easily found on the website. You will need to register your order as a return before you are given the correct return address.

You can read everything else you need to know about returns at SHEIN below.

3 tips for contacting SHEIN:

  1. Be as clear as possible. Describe in simple but clear language what the problem is so that you get help as soon as possible.
  2. Be sure to mention your order number in the email. That way, the staff immediately knows which order you are talking about and can check your problem. Subsequently, there is no need to send additional emails back and forth to ask about the order number. You’ll see that you’ll be helped faster.
  3. Pay by credit card. Online you can read several experiences of people who never received an order from the webshop. If you pay by credit card, you can use the purchase insurance of your credit card company. This means that you will get your money back if you do not receive your order. In case you pay with iDeal, you are unable to claim this security.

Frequently asked questions about the SHEIN contact

How can you contact SHEIN?

The easiest way to get your questions answered is to use the chat on the website. Here you can make several choices that will tell you more and more about your question.

The chat is suitable for questions on all kinds of topics such as returns, product offerings or tracking your package.

If you can’t solve your problem through the chat, you can send an e-mail to [email protected]. Note that this e-mail address is available for customers from all 220 countries in which SHEIN operates, so it may take a while before you receive a reply.

What phone number can I call to reach SHEIN?

The company does not offer a phone customer service, so there is no SHEIN contact number available. Read above for other ways to still get in touch with the webshop and get your questions answered.

Are you helped in your native language at SHEIN?

It is possible to be helped in your own language via the chatbot or the email support. Languages supported by the website and email support are English, Dutch, Arabic, French, German and Russian.

Can you make a complaint about the webshop?

The web shop does not provide a way to file a complaint. However, you have the option to e-mail your complaint to the company’s e-mail support. To do so, simply use the following email address: [email protected].

Is SHEIN’s chat a real person or a robot?

SHEIN contact via chat is an automated robot. However, the chat is very conveniently organized and well optimized, so you can find what you are looking for very easily!

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