Light in the Box

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 48 historical complaints about Light in the Box, published between 2009 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Consumer ReportPublished Sep 16, 2013 · Historical consumer allegation
• Consumer ReportPublished Apr 2, 2013 · Historical consumer allegation
• Consumer ReportPublished Jan 23, 2013 · Historical consumer allegation
• Consumer ReportPublished Dec 28, 2012 · Historical consumer allegation
• Consumer ReportPublished Dec 18, 2012 · Historical consumer allegation
• Consumer ReportPublished Oct 29, 2012 · Historical consumer allegation
• Consumer ReportPublished Oct 12, 2012 · Historical consumer allegation
• Consumer ReportPublished Oct 1, 2012 · Historical consumer allegation
• Consumer ReportPublished Sep 28, 2012 · Historical consumer allegation
• Consumer ReportPublished Sep 22, 2012 · Historical consumer allegation
• Consumer ReportPublished Sep 18, 2012 · Historical consumer allegation
• Worthless company, bad product, rip offs, fraud!Published Aug 23, 2012 · Historical consumer allegation
• Consumer ReportPublished Aug 11, 2012 · Historical consumer allegation
• Consumer ReportPublished Jul 24, 2012 · Historical consumer allegation
• Sold DEFECTIVE ePads -Android 2.2 TabletsPublished Jul 10, 2012 · Historical consumer allegation
• Refund MePublished Jun 20, 2012 · Historical consumer allegation
• Consumer ReportPublished Jun 13, 2012 · Historical consumer allegation
• Consumer ReportPublished May 23, 2012 · Historical consumer allegation
• Consumer ReportPublished May 21, 2012 · Historical consumer allegation
• Consumer ReportPublished May 8, 2012 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.lightinthebox.com/
• Customer service (Imprint): [email protected]
• Data inquiries (Imprint): [email protected]
• Copyright notices (Imprint): [email protected]
• Terms of Use phone (content notices, Singapore): +65 63059667

Locations

Light in the Box: how to contact the company, cancel, return an item or get a refund (checked October 12, 2026)

Contact. The company's customer-service page says: "Go to your order details page and click 'Contact Us' to access help options based on your order status. The customer service team responds within 1 business day via email and 'Service Record'." The Imprint also lists [email protected] as the customer-service e-mail address. In the pages opened on 2026-10-12 (Imprint, Customer Service, Return Policy, Cancellation Policy) no customer-service telephone number was listed; the Terms of Use give +65 63059667 (Singapore hours) in a paragraph about content hosted on third-party sites.

Cancel before shipment. The Cancellation Policy says: "For all products excluding Made-To-Order items, orders may be cancelled for a full refund at any time until the order is shipped." For Made-To-Order products it says orders cancelled within 24 hours of payment confirmation are eligible for a full refund, orders cancelled after production begins carry a charge of 50 percent of the product price, and shipped Made-To-Order products cannot be cancelled. The separate page for customized dresses repeats "Free cancellation within 24 hours of payment confirmation" and "Your order cannot be canceled after it has been sent."

Return an item. The How to return page gives these steps: sign in, open My Orders, click Confirm Received, then submit a Return Or Exchange ticket with the reason and photos. The Return Policy adds: "Please note that we do not provide return labels. Please ship products back to our warehouse in Asia. Contact customer service for authorization and the correct return address before sending items. Do not use the address on the shipping label." That was the wording displayed on the desktop and mobile Return Policy pages when opened on 2026-10-12; a second reading of the same URL the same day, from a different location, returned "Please ship products back to our warehouse in US or other countries," so the sentence may differ by region or by time. Both versions say to obtain the correct return address from customer service before sending anything, and the page does not give the address itself. For items without a quality issue the policy says "you need to cover the return shipping fees" and that "Original shipping and insurance are non-refundable unless non-compliance in products as provides by mandatory laws." The return window for each product category is shown in a table image on the Return Policy page that could not be read as text; check the page before sending anything.

Refund timing and method. After the package is received, How to return says the return "will be processed in 3 to 5 business days and then your refund will be issued." The refund-time page says refunds take "up to 30 business days for credit/debit card, 2-3 business days for PayPal, and 5-7 business days for Klarna." The refund-destination page says the money goes either to the LightInTheBox Credit Account or to the original account or card.

Made-to-order dresses. The customized-dress page says defective, damaged or improperly transported items qualify for a full refund if customer service is contacted "within 30 days of the order being received" with photo or video proof. For personal reasons it says: "Since all products (including standard sizes) are made to order, we could not accept the return of these items for customer's personal reasons." The same page separately tells customers who have questions or wish to return any part of an order to contact customer service "within 7 days of the order being received" with a picture; it says the request is then decided "according to our policy, warranty, product status, and the proof you provided." The seven days is the contact deadline, not a stated right to return for personal reasons. It also says "We currently do not provide any product exchange services." The page gives a size tolerance of 3 cm for bust and waist and 5 cm for hips, and says that returning more than 2 items (including multiple sizes of one style) means paying 50 percent of the purchase fee.

If the first reply does not resolve it. The escalation page says: "you may click the 'Complain to a Supervisor' button at the bottom of your ticket page, describe your issue, and a supervisor will reply within 24 hours." Outside the company, a card issuer or payment provider has its own dispute process with its own deadlines, so keep order numbers, ticket records and photos. U.S. complaints about business practices can be filed at ReportFraud.ftc.gov, which describes itself as a place to report "fraud, scams, and bad business practices," and state consumer protection offices are listed on USA.gov (state consumer protection offices page). BBB also accepts complaints on the company's BBB profile.

Who operates Light in the Box and what the company says about itself

Entities named on the site. The Imprint says: "our Services are provided by LT Ecommerce Limited," with the address "Rm E05, 7A Floor, Win Sun Factory Bld. No. 2 San Hop Lane, Tuen Mun, HK" and the note "Please DO NOT send returns to the above address." The Privacy Policy (shown as updated on November 12, 2025) names the same company and registered address. The Terms of Use, however, say: "This Terms of Use is an agreement between you and Light In The Box Limited," at 4 Pandan Crescent, #03-03 Logos eHub, Singapore 128475 ("Not for return"). The company's pages therefore name different entities in different documents, and this page does not choose between them. The company says it was founded in 2007 and delivers to more than 100 countries.

Parent company. LightInTheBox Holding Co., Ltd. is a Cayman Islands company whose ADSs trade on the NYSE under "LITB" (listed since June 6, 2013, per its Form 20-F). Its Form 20-F for 2025, filed April 2, 2026, gives the principal executive offices as 4 Pandan Crescent #03-03, Singapore, says "We were founded in June 2007," and lists LT ecommerce Limited and Light In The Box Limited among its wholly owned Hong Kong subsidiaries. The same filing reports total revenues of $224.3 million for 2025, of which $133.0 million (59.3 percent) is attributed to North America in its geographic table; these are the company's own filing figures and are not combined with any complaint counts on this page.

Recent company filings. The company's 2026 6-K reports on the SEC index include the appointment of Jian He as Chairman (June 2, 2026), a notice that it regained compliance with NYSE listing requirements (June 2026), a private placement of 21,397,409 ordinary shares completed August 10, 2026 for gross proceeds of about $5.49 million, and a 6-K reporting second-quarter 2026 results (filed August 26, 2026). BBB's profile lists Qianneng Fu as Principal and Jian He as CEO.

Brands and sites. The 2025 Form 20-F says: "We operate our business primarily through www.lightinthebox.com, www.ador.com and www.ezbuy.sg," and that all of the websites and mobile applications "are supported by a common back-end technology platform." The filing does not say that the three sites share customer-service or return terms; the policies quoted on this page are those of lightinthebox.com only. BBB lists "Mini In The Box" (miniinthebox.com) as an alternate name. The company's Report Something Suspicious page says it is working against "fraud, scams, phishing, and spoofing" and that "Lightinthebox does not collect your payment information as stated in the Privacy Policy"; it asks people to write to [email protected] to check whether a domain belongs to the company.

Complaint and review figures as displayed on October 12, 2026, and this site's posts

BBB, as displayed on October 12, 2026. Profile for Light In The Box, Portland, OR: not BBB Accredited; rating F, with the reason shown as "BBB concerns with the business's practices." The profile carries one alert, "Pattern of Complaints," which in BBB's text describes complaints "regarding delivery and customer service issues" and quotes the company's response to BBB that the package delays were "mainly in April and May due to the impact of the COVID-19 epidemic" (the alert text refers to contacts with the company on July 21 and August 6, 2020). The Complaints tab shows "240 total complaints in the last 3 years" and "63 complaints filed in the last 12 months." The Reviews tab shows 1.09 out of 5 from an average of 366 customer reviews. BBB notes that it does not verify information from third parties and that complaint counts should be read with a company's size and transaction volume in mind. The first complaint listed on the tab is dated October 2, 2026; it shows a company reply dated October 3 and a customer answer dated October 5 saying the customer was satisfied with the resolution.

Trustpilot, as displayed on October 12, 2026. 4.3 out of 5 from 522,574 reviews. The profile is shown as claimed, with a 'Paid Trustpilot subscription' label; the company invites customers to review, and Trustpilot lists it as replying to 51 percent of negative reviews. The page also carries a "Merged reviews and profile" notice, which indicates that the total may include reviews from other Trustpilot profiles merged into this one. Trustpilot says it does not fact-check reviews. The BBB and Trustpilot figures come from different sources with different methods and are not added or averaged here.

This site's own archive. usacomplaints.com has 48 approved complaints about Light in the Box, lightinthebox.com or MiniInTheBox, all dated between October 2009 and September 2013. Counted by keyword search of the linked posts: 25 mention a refund or credit, 17 describe an item that differed from the picture, was the wrong size or was of poor quality, 13 describe an order not received or delivered late, 9 mention no telephone number or no response from the company, 6 mention extra shipping, customs or handling charges, and 6 use the words knock-off or fake about the goods. These are consumers' own accounts, not findings, and they predate the policies described above.

Court record: the company's 2026 Illinois case and older dockets that name it

Company's statement. Item 8 of the company's 2025 Form 20-F says: "We are not currently a party to any legal proceeding or investigation which, in the opinion of our management, is likely to have a material adverse effect on our business, financial condition or results of operations."

A case the company filed. Light In The Box Limited is the plaintiff in Light In The Box Limited v. The Partnerships and Unincorporated Associations Identified on Schedule A, No. 1:26-cv-08286 (N.D. Ill.), filed July 14, 2026; the docket header lists the cause as copyright infringement under 17 U.S.C. section 501. The docket entries listed on CourtListener include an order on a motion for a TRO (August 5, 2026), a preliminary injunction (August 21, 2026) and an order on a motion for preliminary injunction (September 17, 2026); the orders were not read for this page. It is a suit brought by the company against unidentified sellers, not a consumer claim against it.

Older dockets naming the company. A CourtListener RECAP search for the case name "Light in the Box" on October 12, 2026 returned 9 dockets, listed by the site as follows (nature of suit as displayed; the outcomes were not reviewed for this page, and a termination date does not say who prevailed): E&E Co., Ltd. v. Light In The Box Limited, N.D. Cal. 3:15-cv-00069, copyright, filed January 7, 2015, terminated April 20, 2016; Oakley, Inc. v. Light In The Box Limited, N.D. Ill. 1:15-cv-01711, filed February 25, 2015, terminated April 6, 2015; Restoration Hardware, Inc. v. Light In The Box Limited, N.D. Cal. 3:15-cv-00924, copyright, filed February 27, 2015, terminated October 7, 2015; Luxottica Group S.p.A. v. Light In The Box Limited, N.D. Ill. 1:16-cv-05314, trademark, filed May 18, 2016, terminated March 6, 2018; PartnerCentric, Inc. v. Light in the Box Holding Co., W.D. Wash. 2:18-cv-00607, contract, filed April 26, 2018, terminated September 6, 2018; Oakley, Inc. v. Light In The Box Limited, N.D. Ill. 1:19-cv-03602, filed May 30, 2019, terminated October 10, 2019; Caddo Systems, Inc. v. Light In The Box Limited, D. Del. 1:22-cv-01028, filed August 3, 2022, terminated November 9, 2023; Oakley, Inc. v. Light In The Box Limited, N.D. Ill. 1:23-cv-04966, filed July 28, 2023 (no termination date shown in the listing). The plaintiffs shown in these listings are companies, not individual consumers. The CourtListener API was rate-limited on October 12, 2026, so name searches for other spellings and for a state attorney general or FTC action were not completed; no such action was identified in the sources checked on that date.

Is Light in the Box Legitimate?

The site's Imprint says its services are provided by LT Ecommerce Limited of Hong Kong, while the Terms of Use say they are an agreement between the user and Light In The Box Limited at a Singapore address; the group parent is LightInTheBox Holding Co., Ltd., a Cayman Islands company that files annual reports with the SEC (Form 20-F filed April 2, 2026) and has been listed on the NYSE since June 6, 2013. As displayed on October 12, 2026, BBB shows the business as not accredited with an F rating, 240 complaints in three years and an average of 1.09 out of 5 from 366 reviews, while Trustpilot shows 4.3 out of 5 from 522,574 reviews; the two sources measure different things and are not combined here. The company's own pages state that returns go to a warehouse (named as Asia in the version displayed on October 12, 2026; another reading that day returned "US or other countries") at the customer's cost when there is no quality issue, that no return label is provided, and that made-to-order dresses are not accepted for return for personal reasons. Decisions about ordering should be based on those terms and on the sources above.

Court & Public Records

Company Relationships

• Owned by: LightInTheBox Holding Co., Ltd.
• Affiliated with: Light In The Box Limited

Frequently Asked Questions