3 Ways to Get Order Support, Account Help, and More from Shein

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The fastest ways to reach Shein customer service for any problem

Co-authored by Bailey Cho

Last Updated: August 14, 2024 Fact Checked

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• By Phone & Email
|
• Live Chat
|
• Ticketing System
|
• Facebook Messenger

|Show more |Show less

Getting help from a huge company like Shein might seem daunting, but luckily, it’s not as tricky as it seems. They offer a few different ways you can get in touch with a customer service representative, whether you’re experiencing issues with an order or having trouble accessing your account. In this article, we’ll walk you through every possible way you can contact Shein so you can resolve your problem in no time!

Things You Should Know

• Shein doesn’t have a phone number or email for customer support. Instead, contact them via live chat for fast responses to any inquiry.
• Alternatively, use their ticketing system for assistance with order issues, account issues, or questions about specific products.
• Try connecting with Shein on Facebook Messenger if you can’t reach a customer service representative by live chat or their ticketing system.

Steps

Section 1 of 4:

What is the phone number and email for Shein?

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1. Unfortunately, Shein doesn't have a customer service number or email. Unlike most retailers, you can't contact Shein by phone or email for customer service inquiries. The company only offers support via live chat, their online ticketing system, and Facebook messenger.

   • If you’re experiencing issues with your order or you need account help, talk with a customer service representative through their live chat for the fastest response.
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Section 2 of 4:

Live Chat

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1. 1
   Sign in to your account and click on the ‘Customer Service’ button. On the company website, click on the person icon in the upper right corner of the webpage, then enter your email address and password to log into your account. Once you sign in, click on the ‘Customer Service’ button (the headphone icon in the upper right corner) to access the live chat.

   • If you’re using the Shein app, click on the ‘Me’ button in the bottom right hand corner of your screen, then click on the ‘Support’ button under ‘More Services.’
   • Use the live chat for account issues, order cancellations, defective or missing items, or questions about specific products. You can also request a return, refund, or exchange in the chat within 35 days of the purchase date.
2. 2
   Select a question type in the chatbox to start your inquiry. Once the live chat opens in a new tab, you can choose a question type that relates to tracking, delivery status, refunds, and returns. If any of these topics relate to your inquiry, click on the corresponding option and follow the automated instructions in the chat.

   • If you’re on the app, scroll to the bottom of the ‘Support’ page, then click on the ‘Customer Service’ button under ‘Can’t find the answer you are looking for?’ Once you’re redirected to the chat box, you can click on a related question type or type in an original question.
3. 3
   Submit an original question to speak with a representative. If none of the question types relate to your inquiry, submit an original question or keyword in the chatbox. Click on the ‘Contact Agent’ button at the bottom of the automated reply, then hit the ‘Live Chat’ button to connect to a real person.

   • Shein’s live chat is available Monday through Friday from 6AM to 9PM (PST).
   • If you don’t see the ‘Contact Agent’ button pop up in the chat, rephrase your question or type in a random keyword like “Product information.”
   • If you can't reach an agreement over a lost or stolen package, file a claim with USPS or dispute the charge with your card company.
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Section 3 of 4:

Ticketing System

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1. 1
   Log in to your Shein account and select the ‘Customer Service’ button. To access your account, click on the person icon located in the upper right corner of the website. Enter your email address and password to sign in to your account, then click on the ‘Customer Service’ button (the headphone icon in the upper right corner of the screen). You will be redirected to the live chat, where you can submit a ticket.

   • If you’re using the app, click on the ‘Me’ button in the bottom right corner of your screen, then select the ‘Support’ option under ‘More Services.’
   • Use the ticketing system for refunds, returns, exchanges, account issues, order cancellations, missing or defective items, or questions about specific products.
   • Report lost or stolen packages in the ticketing system ASAP. If you don’t get a response from Shein within 3 days, file a claim with your mail courier or dispute the charge with your card company.
2. 2
   Type your inquiry in the chatbox and select the ‘Contact Agent’ button. In the live chat, submit your inquiry in the chatbox, then hit the ‘Contact Agent’ button at the end of the automated response.

   • If you don’t receive an automated response with the ‘Contact Agent’ button, rephrase your inquiry or submit some random keywords, such as “Account login information.”
3. 3
   Click on the ‘Submit a Ticket’ button and fill out the form. After clicking on the ‘Contact Agent’ button, select the option to submit a ticket. Choose the question type that relates to your inquiry, and type in your inquiry. Double check that all your information is correct, then hit the ‘Submit’ button at the bottom of the screen. You should receive a response from a Shein representative within 24 hours.

   • If you don’t hear back from Shein within 3 days, contact them through the live chat or Facebook Messenger. You can also try to flag their attention by sending them a direct message through Instagram, TikTok, or Twitter.
   • When submitting your ticket, describe your situation in simple language and attach clear photos if you have defective items. This prevents any confusion with the representative so you can resolve your problem as soon as possible.
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Section 4 of 4:

Facebook Messenger

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1. Connect with a customer service representative via Facebook messenger. Sign in to your Facebook account, then navigate to Shein’s company page. Click on the ‘Message’ button on the right side of the screen (next to the ‘Like’ button), and describe your issue using clear, simple language.

   • Use Facebook Messenger for refunds, returns, exchanges, defective or missing items, questions about certain products, or any account issues.
   • If you don't reach a solution for a lost or stolen package, file a claim with your mail courier or dispute the charge with your card company or bank.
   • If you don't receive a response from a representative within one hour, contact them via live chat or send a ticket.

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