FAQ
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Tracking & Delivery
Policy Reference
Return & Refund
Processing
Payment
Account Issues
Pre-sale
Legal/Security&Privacy
Media/CSR
Suggestion/Dispute
TÜM
Estimated Delivery Time
Outside Of The Time Frame
Customs/Extra Duties
The whole parcel delivered but not received
What does the current status in package tracking mean?
Why has my package been stuck at "In transit to airport" for so long?
How long will delivery take after arriving at the destination airport?
What does "Prepared for customs clearance" mean?
Why does my package show "Prepared for customs clearance" before arriving at the destination country?
How long does customs clearance take?
When will my package be delivered after customs clearance?
Why isn't the tracking updated immediately after customs clearance?
Can I request delivery at a specific time or location?
Can I switch to a different courier?
What should I do if my package is delayed ?
Why hasn't my package arrived even though the earliest estimated delivery date has passed?
What should I do if I'm not home when the package is delivered?
What happens if my package is not delivered before the latest estimated delivery date?
If it says "Out for Delivery," will I definitely receive it today?
How long can my package be held / What happens if I don't pick it up?
Can I change the delivery to my home address instead?
What if I accidentally tapped "Received"?
What should I do if the tracking shows delivered but the delivery address is wrong?
What is my tracking number?
What is the pick up PIN or derlivery code?
Do I have to pay customs?
Why isn't the tracking updated immediately after shipment?
Why was my order split into multiple packages?
Why hasn't the tracking been updated for a long time after departure?
Does departure mean I will receive my package soon?
Do I need to provide any documents for customs clearance?
What should I do if I have to pay customs duties?
Why does it keep showing "Prepared for customs clearance"?
Why can't I change my delivery address?
When will my package be delivered?
Is my package delivery slower than expected?
What do I need to bring to pick up my package?
Where do I pick up my package?
What should I do if I haven't received a pickup code?
Why was my order divided into two or more packages?
Where is my order?
Can I speed up the delivery of my package?
What does "Shipped" mean in the tracking info?
What does "In transit to airport" mean?
What does "Arrived at Airport, Ready for Departure" mean?
How long will the "Arrived at Airport, Ready for Departure" status last?
Why hasn't my package been delivered after being handed to the courier?
Why hasn't my package been delivered after arriving at the destination airport?
Do I need to pay customs duties?
Why there is no tracking updated?
Why is my order delayed?
Why does my tracked parcel always stay in the Netherlands?
Why was my package returned?
Order/Package Status Abnormal
Why can't I get in touch with the courier?
Why does the tracking number not work?
I am not satisfied with the delivery service
Are there any additional fee?
Has the return policy changed? Are there any additional taxes or fees for returns?
Do you have warehouses in Europe? Are there no customs duties required for shipments from European warehouses?
Will my package be inspected by customs and  charged customs duties?
Why was the  custom charge not displayed at checkout?
Does the small parcel fee imposed on all packages from outside the EU starting July 1, 2026, apply to SHEIN orders?
Are the price increases due to the inclusion of taxes?
Why have product prices become more expensive?
Can you please help me to declare my parcel at a low price to avoid tariffs/customs fee?
Is it possible that there is a specific logistics channel to avoid tariff/customs fee?
Why can't provide an invoice?
Do I need to pay a €3 tax when placing an order?
Delivered but not received
The tracking service shows that the attempted delivery of my parcel was unsuccessfully. What can I do?