How to Contact Shein? How to Submit a Ticket on Shein
Reaching out to Shein’s customer service doesn’t have to be complicated.
Whether you need to track an order, request a refund, or solve a payment issue, submitting a ticket on Shein is quick and easy once you know the steps.
In this guide, we’ll walk you through how to contact Shein, submit a ticket, and get your issues resolved fast.
So, how can I contact Shein?
Well, in short, there are four ways to contact Shein customer service. One is by reaching out to them through their online chat portal which can be found on their website. Next you can try reaching out to them via email on service@shein.com and if this fails, then you can drop them a DM on their Facebook page and receive a response from their team.
- On the top right corner, click on the headphone icon
- Click on 'Contact an Agent' button
- Submit your query and then wait for 1 working day for a response
For access to Shein Live Chat, check out the video below
When are you Permitted to Contact Shein?
There are a number of queries that Shein staff respond to on a daily basis. If you’re wondering what takes precedence, check these situations out:
- If you’re facing issues with canceling your order on their app/website
- If you need assistance obtaining the return shipping labels
- When you have not received your package within the stipulated time frame
- If you’re unable to log in to your account
- Queries pertaining to refunds and replacements
They also accept suggestions to improve the buyer experience, which can be shared with them via chat.
Submit a Shein Ticket
How to Contact Shein by Chat
One of the easiest and fastest ways to reach the Shein support team is by logging into your Shein account and starting a support chat via their website.
It’s fast because they respond to your query within 24 hours through a ticket-based system. While filling up the form for your ticket you are presented with a dropdown highlighting most commonly faced questions and issues.
You also have fields for your name, email address and a 500-character box to explain your query. The dropdown helps route the ticket to the right department — choose the correct question type before submitting.
Here’s how you can reach out to Shein via chat:
- Start by logging into your account on the Shein US website.
- Tap on the Customer Service icon located in the upper right-hand corner of the homepage.
- On the Chat page, click on Contact Agent. You will notice a Submit a Ticket button beneath the Contact Agent option. Click it.
- Choose the appropriate question type from the dropdown and fill in your information and your question.
- Click Submit.
The team generally takes up to 24 hours to respond. If you are logged in during their working hours (between 06:00–12:00 PST) you may receive a live response from support staff.
How to Contact Shein by Email
Contacting Shein via email is straightforward but slower. Expect a reply in about 5–7 working days based on past experiences.
You can write to service@shein.com. Use your registered email and mention the primary issue along with your account ID in the subject line for faster handling.
Contact Shein through Social Media
You can message Shein on Facebook; they are active on social media. If you choose Facebook:
- Log into your Facebook account and search for your local Shein page (if you’re in the USA, choose Shein US).
- Click on the Message button, write your message, explain your query, and click Send.
How to Track my Order on Shein?
Track orders from the Shein website by logging into your account and tapping on My Orders. There you can view recent orders and click Track Order Details under Status. If shipped, a Track button will display current status.
What to Do If You Selected the Wrong Size
If you selected the wrong size:
- If you haven’t paid, cancel the order and place a new one with the correct size.
- If you paid but the order hasn’t shipped, contact Shein customer support to request a size change.
- If the order has shipped, you’ll need to return it after delivery and reorder the correct size.
How Can I Return my Order?
Returning is straightforward — Shein provides return shipping labels:
- Log into your Shein account and navigate to My Orders.
- Select the item you wish to return.
- Click Submit and then tap the print icon for the Return label.
- Attach the printed label to the package and drop it off at your nearest post office.
Once Shein receives your package you’ll get an email notification and details about your refund (if applicable).
How Can I Change my Shein Order?
You can modify the shipping address through the Shein website only before the order is shipped. If it’s already shipped, the address cannot be changed.
Can I Contact Shein by Phone?
Shein does not provide a public phone number. Use chat or Facebook for the fastest responses.
What to Do If My Shein Package Has Not Arrived
If your package hasn’t arrived, first confirm your customer protection hasn’t expired. Take a screenshot of tracking info to prove non-delivery, then contact Shein via chat to open a ticket.
Where is Shein located?
The headquarters of Shein is located in Nanjing, China.
Takeaway
These are the main ways to get in touch with Shein customer support. The chat service is recommended for the fastest resolution. Most Shein orders are delivered with minor hiccups; only a small portion require support intervention.
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