Digital Services Act
SHEIN is committed to providing a safe and secure online platform for our community. We operate in compliance with relevant local laws and regulations, including the EU Digital Services Act (DSA), which provides a single set of transparency and accountability obligations for online platforms in all EU member states.
1. Information on Active Users in the EU
Under Article 24(2) of the DSA, online platforms must publish information on the average monthly active users of their services in the EU every six months. The SHEIN Marketplace launched in the EU in August 2023.We have calculated that from 01 August 2024 to 31 January 2026, SHEIN had on average155.7 million monthly active users in EU Member States.
We define a monthly active user as the number of unique users who engaged with the SHEIN platform within a given period of months. This engagement can include activities such as browsing the SHEIN website or SHEIN app, making purchases, interacting with content, adding items to a shopping cart, or any other interaction with the platform.
2. Single Point of Contact
If you believe that content on the SHEIN platform regarding a specific product is illegal in the European Union, you can report it via customer service, or directly on the product page by clicking the relevant button next to the displayed product. When you contact us, we accept communication in your local language or in English.
If you, as a customer, wish to contact us with a customer inquiry, you can do so through our customer service portal. https://nl.shein.com/contact-us.html.
If you are the European Commission, the Digital Services Co-ordinator, a Trusted Flagger, an out-of-court dispute settlement body (ODS) or any other authority of an EU Member State, you can contact us at [email protected].
If you have any questions or concerns related to child safety on our platform, please contact us at: [email protected].
3. Disputes regarding user content and accounts
If you believe we have taken action wrongly regarding your account, you can appeal our decision within six months by contacting our customer service via the following link https://nl.shein.com/robot.
You can also contact a certified out-of-court dispute resolution provider to resolve a dispute with us related to our actions regarding your account or reported content. The European Commission maintains a website with available certified dispute resolution bodies. Please note, however, that decisions of out-of-court dispute resolution bodies are not binding on you or SHEIN.
Please refer to the Out-of-court Dispute Resolution (ODS) Guide  from SHEIN for more information on how the out-of-court dispute resolution process works.
4. Transparency Reporting Obligations
In accordance with Sections 15, 24, and 42 of the Digital Services Act (DSA), SHEIN, as a designated Very Large Online Platform, is committed to maintaining a safe and reliable marketplace.
We are pleased to publish Transparency Report No. 4, covering the period from 1 July 2025 to 31 December 2025. This report continues to provide detailed information about our content moderation effort and platform-safety measures for our EU marketplace. Please view Transparency Report No.4 here.
For reference, our previous reports are still available:
•Transparency Report No. 1 — February 17, 2024, to August 31, 2024 (view here).
•Transparency Report No. 2 – September 1, 2024 to December 31, 2024 (view here).
•Transparency Report No.3 — 1 January 2025 to 30 June 2025(view here).
5. Researcher Access to Data
Under Article 40 of the DSA, SHEIN is required to provide access to certain data for research purposes. The DSA distinguishes between two categories of researchers, qualified researchers and vetted researchers, each subject to specific eligibility and access requirements.
Below, we explain how you can contact us depending on your researcher status:
‘Qualified Researchers’: if you are a researcher within the meaning of Article 40.12 DSA and you wish to access publicly accessible data on SHEIN’s online interface, you may raise a request to us by completing the form available here. Please note that, for us to give you access to such data, your request will have to meet the requirements set out under such article.
‘Vetted Researchers’: research requests concerning vetted researchers within the meaning of Article 40.4. DSA must be submitted to SHEIN by the Digital Services Coordinator (DSC) of establishment. Accordingly, vetted researchers should not contact us directly. The DSC(s) may reach us via our dedicated mailbox at [email protected].
Additional information about the data we make available to both qualified and vetted researchers, the applicable access procedures, and other relevant details can be found in our FAQs available here.
6. Publication of the Risk Assessment, Assurance and Implementation Report
In compliance with Article 42(4) of the DSA, we make the following documents available:
•DSA Risk Assessment Report: This report outlines the potential systemic risks stemming from the SHEIN EU online marketplace and the measures taken to address them. You can download the ‘SHEIN Risk Assessment Report of 26 August 2025’ here.
•DSA Assurance Report: This report presents the findings of an independent audit of the SHEIN EU online marketplace, specifically regarding our compliance with DSA obligations. You can download the ‘SHEIN DSA Assurance Report - Deloitte’ here.
•DSA Audit Implementation Report: This is a follow up to the main Audit Report mentioned above, setting out the actions in response to the auditor’s recommendations. You can download the ‘DSA Audit Implementation Report’ here.