Complain to Shein
Ultra-fast fashion retailer - complaints about product quality not matching photos and sizing issues
FashionContact emails
support@shein.com
Customer Service
Common Shein complaints
Know your exact situation?
Step-by-step guides for the most common Shein disputes - the law that applies, deadlines, and a template letter for each.
Complaint escalation guide
Is there an ombudsman for Shein?
Most high-street and online retailers are not covered by an ombudsman. If Shein will not resolve a faulty-goods or refund complaint, your escalation route is a Section 75 claim or chargeback, then Trading Standards, then the small claims court.
How do you escalate a complaint about Shein?
If you paid by credit card and the item cost over £100, make a Section 75 claim (or a chargeback on a debit card). Report the trader to Trading Standards through the Citizens Advice consumer helpline, and for unresolved amounts use the small claims court.
Laws that protect you
Consumer Rights Act 2015
Clothing must be of satisfactory quality, fit for purpose, and as described.
Consumer Contracts Regulations 2013
14-day cooling-off period for online fashion purchases.
Tips for Shein complaints
- You have 14 days to return online purchases for any reason (cooling-off period)
- Keep all packaging and tags if you’re considering a return
- Take photos of items that don’t match the online description
- Faulty items can be returned beyond the normal return window
- Retailers can charge for returns if clearly stated in their T&Cs, but not for faulty items
If Shein doesn't respond
- 1
Customer Service
No legal deadline: set yours in the letterContact the retailer’s customer service through their app, email, or social media
- 2
Formal Complaint
Send a written complaint citing the Consumer Rights Act
- 3
Chargeback / Section 75
Dispute charges with your bank if the retailer refuses a valid refund
- 4
Contact emails
support@shein.com
Customer Service
Ready to fight back?
Create a professional, legally-backed complaint in minutes.
Start my Shein complaintFree to write. £1 if you want us to send it, free if you send it yourself.
Frequently asked questions
Tools & guides for your Shein complaint
Free calculators and explainers that strengthen the case you make to Shein.
- Cooling-off period calculatorChanged your mind? You might still have time.
- Refund timeline checkerUnderstand your refund rights for faulty goods.
- Consumer rights timelineSee your rights based on purchase date.
- Consumer rights checkerFind the laws that back you up.
- Ombudsman finderBeing ignored? Here’s who to escalate to.
- Response deadline trackerTrack if a company exceeded their response time.
- Christmas order not delivered in time? Your rightsThe retailer, not the courier, must deliver. Under the Consumer Rights Act the default is 30 days, and an agreed date lets you cancel. How to get a refund before Christmas.
- Black Friday 2026: fake countdown timers and your rightsA High Court order now defines what a 'time-limited' deal means. How to spot fake timers and 'was' prices before Black Friday on 27 November, and how to get a refund.
- Owed a CMA refund? StubHub, Marks Electrical, the AAThe CMA publishes a live register of companies ordered to refund customers. Three are on it so far, £1.95m secured, and you don't have to lift a finger to get paid.
- 6 ways to get your money back when a company refuses a refundA refusal isn’t the end. Six free routes to your money - Consumer Rights Act letters, chargeback, Section 75, ombudsmen, small claims - and when to use each.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Other Fashion companies
Work at Shein? Reply to complaints here.
Don't let Shein ignore you
Read your Shein letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Shein or any of the companies listed on this site. Where an address is marked verified, we read it on Shein’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Shein. This page is for informational purposes only and does not constitute legal advice.