SHEIN: item arrived damaged or defective

Collect

• photos of the item and packaging
• order number

Steps

1. Photograph the item and packaging.

2. Contact Customer Service from the order within 90 days of the order date.

   OnlineSHEIN return policy (start returns from My Orders) Sign-in required

3. For electronics that arrive damaged or fail within 30 days of delivery, contact SHEIN at once and return the item with original packaging, manuals and parts, postmarked within 30 days of delivery.

Facts you can cite

• Deadline

  For faulty or damaged items, contact SHEIN Customer Service within 90 days from the order date.

  Source: m.shein.com, verified 2026-10-12

• Deadline

  Electronics that arrive damaged, will not start, or malfunction within 30 days of delivery must be returned postmarked within 30 days of delivery, with original packaging, manuals and parts.

  Source: m.shein.com, verified 2026-10-12

• Process

  SHEIN's U.S. terms (effective September 3, 2026) require a notice of intent to hold an informal dispute resolution conference; if the dispute is not resolved within 60 days after SHEIN receives the notice, either side may start JAMS arbitration.

  Source: m.shein.com, verified 2026-10-12

• Deadline

  You may opt out of SHEIN's arbitration agreement within 30 days after you first become subject to it; the terms specify email only for the opt-out.

  Source: m.shein.com, verified 2026-10-12

Rules in force

• Magnuson-Moss Warranty Act
  15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules

  Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.

  Source: ftc.gov, verified 2026-10-12

  1 citable point

  • Policy

    Under a "full" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.

    Source: ftc.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   OnlineSHEIN return policy (start returns from My Orders) Sign-in required

   Contact Customer Service from the order in the app or site.

2. Supervisor

3. Written complaint

   MailSHEIN informal dispute notice and arbitration requests (registered agent) Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Public complaint

   RegulatorBetter Business Bureau

Watch out

Related

• Item arrived damaged or defective at other companies
• Retail and online shopping — how complaints work
• SHEIN: refund request