SHEIN

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 12 historical complaints about SHEIN, published between 2012 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.

• Wrong size item, express shipping late, $40 return costPublished Aug 20, 2013 · Historical consumer allegation
• Order placed 06/11 not received after one month, $30 lostPublished Jul 10, 2013 · Historical consumer allegation
• Order cancellation promised but item shipped next day anywayPublished May 24, 2013 · Historical consumer allegation
• Delivery delayed, poor communication, no cancellation allowedPublished Dec 20, 2012 · Historical consumer allegation
• No shipping confirmation and unknown charges on card after orderPublished Nov 30, 2012 · Historical consumer allegation
• Sweater tracking number arrived two weeks late, shipped from ChinaPublished Nov 27, 2012 · Historical consumer allegation
• Ordered three sweaters never delivered, then card information stolenPublished Nov 27, 2012 · Historical consumer allegation
• Sweater far smaller than listed, poor quality and no responsePublished Nov 17, 2012 · Historical consumer allegation
• Products misrepresented and shipping takes two monthsPublished Oct 31, 2012 · Historical consumer allegation
• Shirt much shorter than pictured, partial refund onlyPublished Oct 19, 2012 · Historical consumer allegation
• Sizing vastly inaccuratePublished Sep 28, 2012 · Historical consumer allegation
• Received wrong sweater and necklace, refund refusedPublished Sep 11, 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 U.S. website: https://us.shein.com/
• Customer Service Platform (chat): https://us.shein.com/robot
• Product recalls list: https://us.shein.com/product-recalls/list
• Legal notices and arbitration opt-out: [email protected]
• Privacy requests: [email protected]
• Customer service email: [email protected]
• Customer service and recall phone, Mon-Fri 9am-6pm PST: 833-853-8668

Locations

SHEIN orders, returns, refunds and disputes: what the company's pages say (as displayed on October 14, 2026)

This page is about SHEIN, the online fashion and lifestyle marketplace at us.shein.com and in the SHEIN app. The U.S. Terms of Use (effective September 3, 2026, as displayed on October 14, 2026) say the Site and App are provided by SHEIN US Services, LLC and that products are sold either by SHEIN Distribution Corporation or by third-party sellers. Below are the routes the company's own pages give for orders, returns, refunds and disputes. They are the company's words as displayed that day, not an assessment of how any single order was handled.

Contact. The Terms (section 16) say: "Customer service inquiries should be made through our Customer Service Platform" (us.shein.com/robot). The company's Contact Us page lists, as displayed on October 14, 2026: "Email: [email protected]" ("Reply within 24 hours"), Live Chat "Monday to Sunday: 04am-08pm ( PST Time)", and Talk "Monday to Friday: 09am-06pm ( PST Time)" at 1 833-853-8668. The same toll-free number is the recall contact in CPSC notices. Legal and dispute notices go to [email protected] or to Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934. Privacy requests go to the Privacy Center or [email protected].

Cancelling an order. The company's help article "How do I cancel my order?" says: go to "My Orders" on the website or app, select the order, and "Check if there is a 'Cancel' button next to the order." If the button is available the order can be cancelled directly; if not, the article says "the order can no longer be canceled due to its current status." For an order that has already shipped, the article says "we recommend receiving the order first" and returning the items for a refund using the return label.

Return window and conditions. The Return Policy says: "Most items sold on SHEIN.com may be returned within 30 days from the delivery date with some exceptions," and that for certain third-party-seller products "the return window may be longer or shorter," shown on the product page and in the order history. Non-returnable items listed include bodysuits, lingerie, underwear, jewelry, accessories, cosmetics, pet products, clearance and other final-sale items, free gifts and customized items. Clothing must be returned "in new, unworn, unwashed, undamaged, and unaltered condition" with original tags attached.

How to start a return. Sign in, open My Orders, click "Return Item," choose the items, reason, return method and refund method, then submit. Return fees per the policy: returns are free for the first return of eligible items from an order, subject to the company's Fair Use Returns Policy; for the second and later returns from the same order the policy says "a shipping fee of 6.99 USD will be deducted from your refund." The original shipping fee, if any, is stated as non-refundable.

Refund timing and method. The refund goes to the original payment method or the SHEIN Wallet, as requested, after the returned item passes the warehouse quality check; the policy says the financial-institution step "usually takes 1-10 business days." If the quality check finds an item not return-eligible, the policy says the return is rejected and no refund is issued; for used or damaged items the refund "will be reduced."

Faulty, damaged or lost items. The Return Policy says: "If you receive a faulty or damaged item, please contact Customer Service within 90 days from the order date." The Terms (section 5.4) separately say claims for loss or damage during delivery must be made to Customer Service "within fourteen (14) days" after receiving the goods or after they should have been received. The two time limits appear on different pages; both are quoted here as written.

Third-party sellers. Terms section 5.5 says SHEIN "is not a party to any transaction for products listed by Third-Party Sellers," and section 5.6 asks users to release SHEIN from disputes with third-party sellers (with exceptions stated in that section). Check the product page to see who the seller is before ordering.

Arbitration and class-action waiver. Section 13 of the Terms contains an agreement to arbitrate with JAMS and a class-action and jury-trial waiver, with an informal-dispute step first. Section 13.9 gives a "30-Day Right to Opt Out" by emailing [email protected] within thirty days of first becoming subject to the arbitration agreement. Read the full section before relying on this summary.

Other complaint routes. Section 14.7 of the Terms names the California Department of Consumer Affairs Complaint Assistance Unit (1625 North Market Blvd., Suite N 112, Sacramento, CA 95834; (800) 952-5210). The FTC takes reports at reportfraud.ftc.gov, and unsafe-product reports go to SaferProducts.gov. A card-issuer dispute is a separate route that depends on the card's own terms.

Regulators and product-safety notices naming SHEIN (as of October 14, 2026)

California district attorneys, shipping delays (2025). The Sonoma County District Attorney announced on July 9, 2025 a settlement of a consumer-protection lawsuit filed in Napa County Superior Court with the district attorneys of Napa, Los Angeles and San Francisco counties. The Stipulated Final Judgment (No. 20CV001351, stamped filed July 9, 2025) names SHEIN US Services, LLC, SHEIN Distribution Corporation and SHEIN Technology LLC. It orders $600,000 in civil penalties, $100,000 in investigative costs, and an injunction against untrue or misleading statements about shipping or delivery time and against violating Business and Professions Code section 17538(a) (shipping timeliness, delay notices, refund offers). The judgment says: "Nothing in the Stipulation or Judgment shall be construed as an admission or denial by Defendants of any fact, issue of law, or violations of law." The prosecutors' release says the complaint alleged repeated failures to ship within required timeframes or provide delay notices and refund offers, and that SHEIN "worked cooperatively with prosecutors."

Texas Attorney General lawsuit (2026). A February 20, 2026 press release from the Texas Attorney General says he "has sued global fast-fashion retailer Shein US Services LLC and its affiliates" under the Texas Deceptive Trade Practices Act, alleging the sale of products containing toxic chemicals and the exposure of consumers' personal data to the Chinese government, and seeking civil penalties of up to $10,000 per violation. These are the state's allegations. The release says the suit follows an investigation announced in December 2025. The release does not state a court or cause number. The Attorney General's posted original petition is captioned "In the District Court, Collin County, Texas," names SHEIN US Services, LLC, SHEIN Distribution Corporation, SHEIN Technology LLC, Roadget Business Pte Ltd. and Zoetop Business Co. Limited as defendants, and in the posted copy leaves the cause number and judicial-district number blank. Its two counts allege misleading statements about the quality and safety of goods and a failure to disclose that Chinese law may require transfer of consumers' personal data on request. No later ruling or settlement was identified in the sources checked on October 14, 2026.

New York Attorney General, 2018 data breach (2022). In October 2022 the New York Attorney General announced a $1.9 million agreement with Zoetop Business Company, Ltd., which the release says "owns and operates the popular e-commerce brands SHEIN and ROMWE," over a June 2018 cyberattack. The release says login credentials for 39 million SHEIN accounts were compromised, including accounts of more than 800,000 New Yorkers across SHEIN and ROMWE, and that Zoetop's public statements understated the breach. The agreement requires penalties and costs of $1,900,000 and an information-security program. The entity named is Zoetop, not SHEIN US Services, LLC.

FTC. News reports of July 28-29, 2026 say SHEIN disclosed in a Hong Kong listing filing that its U.S. business is under a Federal Trade Commission investigation, and that an FTC spokesperson confirmed a consumer investigation. FashionUnited quotes the filing: "The outcome of the investigation, whether in settlement or otherwise, may require us to make significant monetary payments." The company's disclosure does not state what the investigation covers, and no FTC complaint or order against SHEIN was identified in the sources checked on October 14, 2026. Reuters (July 28, 2026) reports that SHEIN said it is cooperating, that an FTC spokesperson "confirmed on Tuesday the agency is conducting a consumer protection investigation," and that "Shein did not disclose why it was under investigation." An investigation is not a finding.

CPSC recalls led by SHEIN. A search of the CPSC recall database on October 14, 2026 returned these recall notices announced by SHEIN or its Distribution Corporation (the consumer contact in each is a SHEIN number or email). The notice of September 10, 2026 (recall 26-760) was added after the database search returned the others and was confirmed on the CPSC page itself. In all seven, CPSC lists the injuries as "None reported."

• July 29, 2021: children's sleepwear sets sold by Zoetop Business Co. Ltd. at SHEIN.com, about 2,320 units, flammability standard violation; remedy stated as a refund of the purchase price plus a $10 gift card.
• January 23, 2025: Teckwe hair dryer brushes, about 310 units, electrocution or shock hazard (no immersion protection); remedy: full refund after the consumer destroys the product and emails a photo.
• February 13, 2025: SHEIN EVRYDAY Kids' pajama sets, about 17,300 units, violate federal flammability regulations for children's sleepwear; remedy: full refund.
• June 18, 2026: Michley children's pajamas, about 160 units, violate the mandatory flammability standard; CPSC says the third-party seller did not respond to its Notice of Violation; remedy: full refund after destroying the pajamas and emailing a photo.
• September 3, 2026: Spiral Toys, about 963 units, small-ball ban violation, choking hazard; remedy: full refund.
• September 17, 2026: Pull & Chew Montessori Teething Toys, about 644 units, silicone strings smaller and longer than the toy standard permits; remedy: refund after destroying the strings and emailing a photo to [email protected].
• September 10, 2026: Bear-Shaped Decorative Refrigerator Magnets (SKU sh2403211731230106), 4,640 units, violate the mandatory standard for magnets, magnet ingestion hazard; sold on SHEIN.com May 2025 through February 2026 for $3 to $4; CPSC lists the importer as SHEIN Distribution Corporation of Los Angeles; remedy: full refund, and consumers "will be asked to affirm they threw the recalled refrigerator magnets away."

CPSC recalls by other firms that list SHEIN.com as a sales channel. The same search returned recall notices issued by other companies that name SHEIN.com among sales channels: Costway Babyjoy high chairs (Feb. 27, 2025), Love Our Home crib bumpers (Mar. 6, 2025), LuckupShein window roll-up shades (Apr. 24, 2025), STWUQIKONG spiral tower toys (Aug. 14, 2025), EnHomee dressers (Sept. 18, 2025), YGJT baby loungers (Oct. 9, 2025), Cubimana building toy sets (Dec. 4, 2025), Joyin Sloosh dive sticks (June 11, 2026, expanded July 30, 2026) and Sweet Cubby loungewear sets (Sept. 10, 2026). In those notices the remedy comes from the named firm, not SHEIN. Check the recall number and the model before assuming a product you own is covered. The company lists recalls at us.shein.com/product-recalls/list.

Who operates SHEIN in the United States

The U.S. Terms of Use say the Site and App are provided by SHEIN US Services, LLC, and that SHEIN Distribution Corporation sells the products SHEIN itself sells. The 2025 California judgment describes SHEIN US Services, LLC and SHEIN Technology LLC as Delaware limited liability companies and SHEIN Distribution Corporation as a Delaware corporation. The BBB profile lists SHEIN Distribution Corporation as a California corporation registered as a foreign corporation through Delaware and says Shein's global headquarters are in Singapore, along with the alternate names Roadget Business Pte. Ltd., ZoeTop Business Co., Limited, ROMWE and SheInside Group.

SHEIN's own About Us page says the company "was founded in 2012," describes itself as "a global online fashion and lifestyle retailer," and says its products come from "a global network of vendors." The BBB file lists a business start date of October 1, 2008 (raw profile data). The domain sheinside.com, used by the business in 2012-2013 according to archive complaints on this site, redirected to a shein.com site when opened on October 14, 2026.

Terms section 5.3 says some products ship from within the United States (marked "Quick ship") and others "may be shipped from outside of the United States." Section 5.1 states a single-day purchase limit: customers in the United States "cannot currently place order(s) that exceed $800 on a single day."

Complaint record: BBB, Trustpilot and this site (as displayed on October 14, 2026)

BBB. On the BBB profile for SHEIN (Los Angeles, CA; not BBB Accredited) the rating shown is A+. The Complaints tab displays "7,607 total complaints in the last 3 years" and "3,378 complaints filed in the last 12 months." The Reviews tab displays 1.1 out of 5 stars from an average of 889 customer reviews. The most recent complaints displayed carry the types "Delivery Issues" and "Product Issues." The BBB rating reflects BBB's own method and is separate from customer review scores.

Trustpilot. The page for www.shein.com displays a score of 3.8 from 353,303 reviews, with 22,465 reviews in the last 12 months. The profile is claimed (October 2015) with a paid Trustpilot subscription; Trustpilot says the company invites customers to review and replied to 98% of negative reviews. Trustpilot says it does not fact-check reviews, and this page covers the global domain.

This site. The archive holds 12 approved complaints from 2012 and 2013 posted under the name SheInside (sheinside.com), the former name of the website that now redirects to SHEIN. They concern delivery delays or non-receipt (12 posts), items described as different from the listing or wrong in size or quality (8), refund, return or cancellation requests (8), customer-service communication (9) and card charges or payment concerns (6); a post can fall in several groups (keyword match, not a finding). They are individual allegations dated more than a decade ago and do not describe SHEIN's current practices. SheInterest.com complaints in the archive concern a different website and are not included.

The BBB, Trustpilot and CPSC figures above come from different sources with different methods; they are shown separately and are not added together.

Court and regulatory case record

• People v. SHEIN US Services, LLC et al., Napa County Superior Court, No. 20CV001351: Stipulated Final Judgment stamped filed July 9, 2025 on California shipping-delay claims, with $600,000 in civil penalties, $100,000 in investigative costs and an injunction; the judgment contains no admission or denial. See the regulator section above.
• State of Texas v. Shein US Services LLC et al.: announced February 20, 2026 under the Texas Deceptive Trade Practices Act, in the District Court of Collin County, Texas per the Attorney General's posted petition (cause number blank in the posted copy). The allegations are the state's. No ruling or settlement was identified in the sources checked on October 14, 2026.
• Russell v. SHEIN Distribution Corporation et al., U.S. District Court, Northern District of Illinois, No. 1:26-cv-04533: docketed April 22, 2026 after removal; the docket lists the defendants as SHEIN Distribution Corporation, SHEIN US Services, LLC and SHEIN Technology LLC, a putative class action, nature of suit "Other Fraud". In May 2026 the defendants moved to compel arbitration and stay the case; the court stayed the defendants' response deadline pending that motion. The copy of the docket retrieved by Justia on June 5, 2026 shows briefing set into August 2026 and no ruling.
• Jones v. SHEIN US Services, LLC, U.S. District Court, Northern District of California, No. 3:26-cv-05012: class action complaint filed May 27, 2026. A July 6, 2026 order consolidated it with lead case 3:26-cv-04062-TLT and set a consolidated complaint due July 27, 2026 and a motion to compel arbitration due August 26, 2026 (docket copy retrieved July 7, 2026). SHEIN US Services, LLC's Rule 7.1 disclosure lists "Roadget Business Pte., Ltd." as its corporate parent.
• Catalano v. SHEIN US Services LLC, U.S. District Court, Eastern District of California, No. 2:26-cv-02046: complaint filed June 4, 2026, nature of suit Telephone Consumer Protection Act; the docket copy retrieved July 16, 2026 shows the defendant's response due August 26, 2026.

The three private cases are listed from their dockets as displayed by Justia on October 14, 2026; each docket copy carries its own retrieval date above and may be out of date. The complaint text of these cases was not reviewed for this page, so their claims are not described beyond the docket's own labels. A pending complaint is an allegation, and no finding has been made in any of them.

The 2022 New York Attorney General agreement with Zoetop Business Company, Ltd. was an agreement with the Attorney General's office, not a court case. Other private suits may exist beyond the three dockets listed; no official settlement administrator or open SHEIN consumer claim deadline was identified in the sources checked on October 14, 2026.

Is SHEIN Legitimate?

SHEIN US Services, LLC states in its U.S. Terms of Use (effective September 3, 2026) that it provides the U.S. site and app, and an executed California judgment of July 2025 names SHEIN US Services, LLC, SHEIN Distribution Corporation and SHEIN Technology LLC as Delaware entities. The BBB file for SHEIN is not accredited and displays an A+ rating, 7,607 complaints in three years and 889 customer reviews averaging 1.1 of 5, as of October 14, 2026. Public-record items include a 2025 California shipping-delay judgment with no admission, a 2026 Texas Attorney General lawsuit that remains an allegation, a reported FTC investigation, and CPSC recall notices for SHEIN-sold products. Which of these matter depends on what you ordered and from which seller, so check the product page seller, the return window and the recall list before ordering.

Court & Public Records

Company Relationships

• Affiliated with: SHEIN Distribution Corporation
• Affiliated with: SHEIN Technology LLC
• Affiliated with: Zoetop Business Co., Ltd.
• Owned by: Roadget Business Pte., Ltd.

Frequently Asked Questions