FAQ
We're Here to Help!
Tracking & Delivery
Policy Reference
Return & Refund
Processing
Payment
Account Issues
Pre-sale
Legal/Security&Privacy
Media/CSR
Suggestion/Dispute
ALL
Estimated Delivery Time
Outside Of The Time Frame
Customs/Extra Duties
The whole parcel delivered but not received
What does "Shipped" mean in the tracking info?
Why isn't the tracking updated immediately after shipment?
What does "In transit to airport" mean?
Why has my package been stuck at "In transit to airport" for so long?
What does "Arrived at Airport, Ready for Departure" mean?
Why hasn't the tracking been updated for a long time after departure?
Does departure mean I will receive my package soon?
Why hasn't my package been delivered after arriving at the destination airport?
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?
Do I need to provide any documents for customs clearance?
Do I need to pay customs duties?
Why does it keep showing "Prepared for customs clearance"?
When will my package be delivered after customs clearance?
Can I request delivery at a specific time or location?
Why can't I change my delivery address?
Can I switch to a different courier?
Why hasn't my package been delivered after being handed to the courier?
When will my package be delivered?
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?
Is my package delivery slower than expected?
If it says "Out for Delivery," will I definitely receive it today?
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?
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?
Marked as delivered but not received
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?
Can I speed up the delivery of my package?
Why was my order split into multiple packages?
How long will the "Arrived at Airport, Ready for Departure" status last?
What should I do if I have to pay customs duties?
Why isn't the tracking updated immediately after customs clearance?
Where is my order?
Why was my order divided into two or more packages?
Why does my tracked parcel always stay in the Netherlands?
Why was my package returned?
Order/Package Status Abnormal
I am not satisfied with the delivery service
Why can't I get in touch with the courier?
Why does the tracking number not work?
Why there is no tracking updated?
Why is my order delayed?
Has the return policy changed? Are there any additional taxes or fees for returns?
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?
Are there any additional fee?
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?
Do I need to pay a €3 tax when placing an order?
Do I have to pay customs?
Why have product prices become more expensive?
Is it possible that there has a specify logistics channel to avoid tariff/customs fee?
Can you please help me to declare my parcel at a low price to avoid tariffs/customs fee?
Delivered but not received
The tracking service shows that the attempted delivery of my parcel was unsuccessfully. What can I do?