{"id":"shein","page":"https://escalate.alexgaoth.com/#/c/shein","html":"https://escalate.alexgaoth.com/c/shein/","generated":"2026-10-15","company":{"id":"shein","name":"SHEIN","aliases":["shein","shein.com","us.shein.com","shein us services"],"sector":"retail","parent":"Roadget Business Pte. Ltd.","website":"https://us.shein.com","official_domains":["shein.com"],"security":{"known_scams":[{"kind":"policy","claim":"Fake storefronts, listings or social media seller accounts that sell supposedly authentic SHEIN products at steep discounts and send buyers to outside sites or unofficial payment methods.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake login pages or pop-ups that imitate the SHEIN login to steal credentials, and fake remote \"task\" jobs that ask for activation fees or deposits. SHEIN says to contact customer support only through its official website, apps and authorized channels.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"The U.S. site and app are provided by SHEIN US Services, LLC. Third-party marketplace sellers on SHEIN may have their own return windows. After the U.S. ended the de minimis exemption in 2025, SHEIN raised U.S. prices. SHEIN pages render mostly by script; the mobile site (m.shein.com/us) shows the policy text. No customer service phone number was found.","channels":[{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"return-policy","note":"Contact Customer Service from the order in the app or site."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"dispute-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most items can be returned within 30 days from delivery; the first return per order is free.","evidence":["order number","return QR code or label","drop-off receipt"],"steps":[{"do":"Check that the item is returnable (bodysuits, lingerie, underwear, jewelry, cosmetics, clearance and other final-sale items are not)."},{"do":"Start the return from My Orders, choose the drop-off method and the refund method.","channel":"return-policy"},{"do":"Keep the drop-off receipt until the refund posts."},{"do":"If SHEIN does not refund, send the informal dispute notice and dispute the charge with your card issuer.","channel":"dispute-mail"}],"facts":[{"kind":"deadline","claim":"Most SHEIN items may be returned within 30 days from the delivery date; third-party seller items may have a different window shown on the product page.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The first return from an order is free; a second or later return from the same order has a $6.99 fee deducted from the refund. The original shipping fee is not refunded.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"process","claim":"SHEIN estimates about 5-7 days for return shipping, 5-7 days for inspection, about 1 day to issue the refund, and 1-10 business days for the bank.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Contact Customer Service within 90 days of the order date for faulty or damaged items; electronics have a 30-day path.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Contact Customer Service from the order within 90 days of the order date.","channel":"return-policy"},{"do":"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":[{"kind":"deadline","claim":"For faulty or damaged items, contact SHEIN Customer Service within 90 days from the order date.","issues":["damaged_item"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["damaged_item","warranty_claim"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"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":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"known_blockers":["SHEIN returns and customer service contact need the account holder's sign-in.","us.shein.com pages render by script; an agent may see only the page title.","The email address for dispute notices and opt-outs is hidden on the terms page."]},"playbooks":{"refund_request":{"company":{"id":"shein","name":"SHEIN","sector":"retail","website":"https://us.shein.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Most items can be returned within 30 days from delivery; the first return per order is free.","evidence":["order number","return QR code or label","drop-off receipt"],"steps":[{"do":"Check that the item is returnable (bodysuits, lingerie, underwear, jewelry, cosmetics, clearance and other final-sale items are not)."},{"do":"Start the return from My Orders, choose the drop-off method and the refund method.","channel":{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}},{"do":"Keep the drop-off receipt until the refund posts."},{"do":"If SHEIN does not refund, send the informal dispute notice and dispute the charge with your card issuer.","channel":{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}}],"channels":[{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most SHEIN items may be returned within 30 days from the delivery date; third-party seller items may have a different window shown on the product page.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The first return from an order is free; a second or later return from the same order has a $6.99 fee deducted from the refund. The original shipping fee is not refunded.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"process","claim":"SHEIN estimates about 5-7 days for return shipping, 5-7 days for inspection, about 1 day to issue the refund, and 1-10 business days for the bank.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact Customer Service from the order in the app or site.","channel":{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["SHEIN returns and customer service contact need the account holder's sign-in.","us.shein.com pages render by script; an agent may see only the page title.","The email address for dispute notices and opt-outs is hidden on the terms page."],"security":{"official_domains":["shein.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Fake storefronts, listings or social media seller accounts that sell supposedly authentic SHEIN products at steep discounts and send buyers to outside sites or unofficial payment methods.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake login pages or pop-ups that imitate the SHEIN login to steal credentials, and fake remote \"task\" jobs that ask for activation fees or deposits. SHEIN says to contact customer support only through its official website, apps and authorized channels.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The U.S. site and app are provided by SHEIN US Services, LLC. Third-party marketplace sellers on SHEIN may have their own return windows. After the U.S. ended the de minimis exemption in 2025, SHEIN raised U.S. prices. SHEIN pages render mostly by script; the mobile site (m.shein.com/us) shows the policy text. No customer service phone number was found.","warnings":[]},"damaged_item":{"company":{"id":"shein","name":"SHEIN","sector":"retail","website":"https://us.shein.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Contact Customer Service within 90 days of the order date for faulty or damaged items; electronics have a 30-day path.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Contact Customer Service from the order within 90 days of the order date.","channel":{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}},{"do":"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."}],"channels":[{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For faulty or damaged items, contact SHEIN Customer Service within 90 days from the order date.","issues":["damaged_item"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["damaged_item","warranty_claim"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"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.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact Customer Service from the order in the app or site.","channel":{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["SHEIN returns and customer service contact need the account holder's sign-in.","us.shein.com pages render by script; an agent may see only the page title.","The email address for dispute notices and opt-outs is hidden on the terms page."],"security":{"official_domains":["shein.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Fake storefronts, listings or social media seller accounts that sell supposedly authentic SHEIN products at steep discounts and send buyers to outside sites or unofficial payment methods.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake login pages or pop-ups that imitate the SHEIN login to steal credentials, and fake remote \"task\" jobs that ask for activation fees or deposits. SHEIN says to contact customer support only through its official website, apps and authorized channels.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The U.S. site and app are provided by SHEIN US Services, LLC. Third-party marketplace sellers on SHEIN may have their own return windows. After the U.S. ended the de minimis exemption in 2025, SHEIN raised U.S. prices. SHEIN pages render mostly by script; the mobile site (m.shein.com/us) shows the policy text. No customer service phone number was found.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Contact Customer Service from the order in the app or site.","channel":{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["shein.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Fake storefronts, listings or social media seller accounts that sell supposedly authentic SHEIN products at steep discounts and send buyers to outside sites or unofficial payment methods.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake login pages or pop-ups that imitate the SHEIN login to steal credentials, and fake remote \"task\" jobs that ask for activation fees or deposits. SHEIN says to contact customer support only through its official website, apps and authorized channels.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}