How to contact Shein customer service by phone, email and chat

Do you have doubts about Shein and don't know how to solve them?

Don't worry, communicating with Shein is very easy. No matter where you are located, the store's help center works very well.

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How can I contact Shein?

To communicate with Shein you can choose between the following ways of communication:


Main article: Shein customer service email

This is the traditional means of communication for online stores. Shein's contact email address is At this address you can send them all your questions.

You can reach them whenever you want but they will only answer you from Monday to Friday. Keep this in mind when writing to them.

Live chat

This option is available from Monday to Sunday. You can access from here.

At first, you will be attended by a bot tthat will suggest some of the most frequently asked questions and will recommend different articles to solve your problem.

If you do not find a solution in them, you can ask to be referred to an agent. You will be able to talk in real time with a human from Shein team agent. Working hours may vary depending on the country:

  • USA: Monday to Sunday from 8 AM until 5 PM (PST time).
  • Canada: Monday to Sunday from 9AM to 3 PM (+1D).
  • UK: Monday to Sunday from 9 AM to 10 PM.
  • Africa: chat support not available.
  • Australia: Monday to Sunday from 11 AM to 8 PM (Canberra time).
  • Ireland: Monday to Sunday from 9 AM to 6 PM (UCT time).
  • Philippines: Monday to Sunday from 7 AM to 10 PM.

If you communicate outside the chat's working hours, you can send a message with your data and you will receive your answer within 24 hours.


The store does not have a phone number you can call but they offer to call you back. You only have to enter your cell phone number and they will contact you as soon as they have an operator available.

Please note that this calling service is only available in some countries and in a a concrete schedule, from Monday through Friday from 8 AM to 5 PM (PST Time), so don't bother trying it in the evenings or on weekends.

If you think it might be easier to solve your problems and concerns by talking to a telephone advisor, this is a great option for you.

Social media

You can easily message them through Facebook using this link. And you can also send a message via instagram.

While this option may be more convenient for those who frequent Facebook, Shein warns that response times may be longer.

This is due to the high volume of inquiries they receive through this platform. So immediate responses should not be expected.

Frequently Asked Questions

Shein has a section with articles that answer frequently asked questions that customers often have.

Before reaching out to customer service, you may find your questions already answered in these articles. However, if you prefer a more personalized or reassured response, you can always contact them directly.

These articles cover a wide rage of topics related with orders, deliveries, returns and refunds, payments and promotions, products and stock, account, among others.

You can easily access this helpful section of Shein from here.

When can I contact Shein?

You can contact Shein whenever you consider it necessary. However, we recommend that you do so when you are in the following situations:

  • If you are having trouble logging into your account or making purchases.
  • If you want to cancel an order and are having trouble doing so.
  • When you have requested a money refund and after a while you have no response. Or if you want to start a refund process and you don't know how to do it.
  • When you want to give suggestions to the store about improving the service.
  • Problems with the labels needed to return products.
  • To inquire about the status of your account or reasons for a block.
  • When you have problems with delays with your packages.

Shein's advisors will most likely propose different ways to resolve this type of conflict (and others) that you may have. They have the ability to solve in seconds that problem that is taking forever for you.

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