Complain to Temu
Chinese marketplace - complaints about product safety, quality not matching descriptions, and misleading pricing
FashionContact emails
support@temu.com
Customer Service
Common Temu complaints
Know your exact situation?
Step-by-step guides for the most common Temu disputes - the law that applies, deadlines, and a template letter for each.
Complaint escalation guide
Is there an ombudsman for Temu? Most high-street and online retailers are not covered by an ombudsman. If Temu 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 Temu complaint? 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 Temu 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 Temu doesn't respond
- 1
Customer Service
Allow 14 daysContact 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@temu.com
Customer Service
Expected response time
14 days
Fashion retailers should respond within 14 days. For online purchases, your 14-day cooling-off period starts from delivery.
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Frequently asked questions
Tools & guides for your Temu complaint
Free calculators and explainers that strengthen the case you make to Temu.
- 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.
- 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.
- How to reclaim bank charges and overdraft feesWrongly applied fees, hardship charge spirals, and mis-sold packaged accounts are all reclaimable - free, without a claims company. Here’s the route that works in 2026.
- Free tools to check what a company owes youMost people leave money behind because they don’t know what they’re owed. A round-up of free tools to check your case and your figure, grouped by problem.
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
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Read your Temu letter first, with the law that applies to it. No account until you want to keep the draft and track what they do next.
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Work at Temu? Reply to complaints here.
Don't let Temu ignore you
A letter that cites the law, sets a deadline, and says what happens when it passes.
Create my Temu complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Temu or any of the companies listed on this site. Contact information is sourced from publicly available company websites. This page is for informational purposes only and does not constitute legal advice.
Last reviewed: by NoReply Editorial