Independent profile. Not owned, sponsored or endorsed by SHEIN.

SHEIN Reviews, Complaints & Contacts

SHEIN, at us.shein.com and in its app, sells fashion and home goods to U.S. shoppers; its U.S. Terms of Use name SHEIN US Services, LLC as the provider of the site. BBB rates it A+ with 7,607 complaints and Trustpilot shows 3.8 from 353,303 reviews. The 2025 California judgment, the Texas Attorney General suit and CPSC recall notices also involve the company.

REVIEWS & COMPLAINTS12on USAComplaints · none in 2023-2026 · latest 2013
WEBSITEus.shein.com
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Official website ↗
VERIFIED

Contacts

PhoneEmailAddress

Customer service & general contact

Official website

Settlements & legal notices

Privacy requests

VERIFIED

Locations

  • Mailing address2140 S. DuPont Hwy, c/o Paracorp, Camden, DE 19934
  • Branch office757 S Alameda St #400, Los Angeles, CA 90021
EDITORIAL

Is SHEIN Legitimate?

BBB and Trustpilot figures

Legal name
SHEIN US Services, LLC
Founded
2012
Business type
Online fashion and lifestyle marketplace (us.shein.com and the SHEIN app) provided to U.S. users by SHEIN US Services, LLC; products are sold by SHEIN Distribution Corporation or by third-party sellers, per the U.S. Terms of Use
Website
us.shein.comSource: U.S. Terms of Use, checked
Owned by
Roadget Business Pte., Ltd.Source: Jones v. Shein US Services, LLC docket, entry 14 of June 10, 2026: 'Rule 7.1 Disclosures by Shein US Servic…, checked

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. 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.

EXTERNAL SOURCE

Independent Sources

BBBSHEIN, Los Angeles, CA (BBB of Los Angeles & Silicon Valley)
889 reviews · 7,607 complaints · BBB business grade A+ · average customer rating 1.1 / 5
Figures checked
Trustpilot
353,303 reviews · TrustScore 3.8 / 5
Figures checked
EDITORIAL

Complaint Themes

Delivery delay or non-receipt namedCustomer-service communication namedItem described as different from listing, size or quality namedRefund, return or cancellation namedCard charges or payment concerns named

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

12 complaints linked to the SHEIN profile are published on this site (2012-2013). None are from 2023-2026.

Show 7 more complaints on this page
EDITORIAL

Complaint record: BBB, Trustpilot and this site

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. 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 on this page come from different sources with different methods.

Had an experience with SHEIN? Tell other people what happened.

Submit a Complaint
EDITORIAL

SHEIN orders, returns, refunds and disputes: what the company's pages say

SHEIN is 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) 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. These are the routes the company's own pages give for orders, returns, refunds and disputes. They are the company's own words, 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: "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 (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.

EDITORIAL

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."

More on regulatorsShow less

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. The suit also seeks 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.

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. 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. The CPSC recall database lists 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. They include Costway Babyjoy high chairs (Feb. 27, 2025), Love Our Home crib bumpers (Mar. 6, 2025), LuckupShein window roll-up shades (Apr. 24, 2025). Others are STWUQIKONG spiral tower toys (Aug. 14, 2025), EnHomee dressers (Sept. 18, 2025), YGJT baby loungers (Oct. 9, 2025). Others are 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.

EDITORIAL

Court and regulatory case record

Court records

  • 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.
More on the lawsuitsShow less
  • 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.
  • 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 docket 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. 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 shows the defendant's response due August 26, 2026.

The three private cases are listed from their dockets on Justia; each docket copy carries its own retrieval date and may be out of date. 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.

PUBLIC RECORD

Court & Public Records

People of the State of California v. SHEIN US Services, LLC et al.

Settled

Superior Court of California, County of NapaDecided Docket 20CV001351Source ↗

Settled

Stipulated Final Judgment stamped filed July 9, 2025, brought by the district attorneys of Napa, Los Angeles, San Francisco and Sonoma counties over shipping timeliness, delay notices and refund offers under Business and Professions Code section 17538(a). It orders $600,000 in civil penalties and $100,000 in investigative costs, plus an injunction against misleading shipping-time statements; it states that nothing in it is "an admission or denial by Defendants of any fact, issue of law, or violations of law."

State of Texas v. Shein US Services LLC and affiliates

Filed

District Court, Collin County, Texas (cause number and judicial district blank in the posted petition)Checked Source ↗

Filed — no final outcome recorded

Announced by the Texas Attorney General on February 20, 2026 under the Texas Deceptive Trade Practices Act, alleging toxic products and exposure of consumer data to the Chinese government and seeking civil penalties of up to $10,000 per violation. These are the state's allegations; no ruling or settlement is reported.

Russell v. SHEIN Distribution Corporation et al.

Filed

U.S. District Court, Northern District of IllinoisChecked Docket 1:26-cv-04533Source ↗

Filed — no final outcome recorded

Putative class action docketed April 22, 2026 after removal; nature of suit "Other Fraud". Defendants moved on May 22, 2026 to compel arbitration and stay the case; the docket shows briefing into August 2026 and no ruling. An allegation, not a finding.

Jones v. SHEIN US Services, LLC

Filed

U.S. District Court, Northern District of CaliforniaFiled Checked Docket 3:26-cv-05012Source ↗

Filed — no final outcome recorded

Class action complaint filed May 27, 2026; consolidated by order of July 6, 2026 with lead case 3:26-cv-04062-TLT, with a motion to compel arbitration due August 26, 2026. An allegation, not a finding.

Catalano v. SHEIN US Services LLC

Filed

U.S. District Court, Eastern District of CaliforniaFiled Checked Docket 2:26-cv-02046Source ↗

Filed — no final outcome recorded

Complaint under the Telephone Consumer Protection Act filed June 4, 2026; the docket shows the response due August 26, 2026. An allegation, not a finding.

EDITORIAL

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 complaints on USAComplaints, redirected to a shein.com site.

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."

VERIFIED

Company Relationships

  • Affiliated withSHEIN Distribution Corporation
  • Affiliated withSHEIN Technology LLC
  • Affiliated withZoetop Business Co., Ltd.
  • Owned byRoadget Business Pte., Ltd.
EDITORIAL

Frequently Asked Questions

Who operates SHEIN in the United States?

The U.S. Terms of Use, effective September 3, 2026, say the Site and App are provided by SHEIN US Services, LLC, and that products SHEIN sells itself are sold by SHEIN Distribution Corporation. The July 2025 Napa County judgment names SHEIN US Services, LLC, SHEIN Distribution Corporation and SHEIN Technology LLC.

How long do I have to return an item to SHEIN?

The Return Policy says most items sold on SHEIN.com may be returned within 30 days from the delivery date, with exceptions, and that third-party-seller products may have a longer or shorter window shown on the product page. Final-sale items, underwear, jewelry, accessories and customized items are among the non-returnable categories listed.

Does SHEIN charge for returns?

For SHEIN, the Return Policy says returns are free for the first return of eligible items from an order, subject to its Fair Use Returns Policy. The Return Policy also says that for second and later returns from the same order a shipping fee of 6.99 USD is deducted from the refund. It also says the original shipping fee, if any, is non-refundable.

How long does a SHEIN refund take?

The SHEIN Return Policy's table gives return shipment of 5-7 days, return receipt of 5-7 days and warehouse quality check of 1 day, and says the financial-institution step takes 1-10 business days. Refunds go to the original payment method or the SHEIN Wallet.

Does SHEIN require arbitration, and can I opt out?

For SHEIN, section 13 of the U.S. Terms of Use contains an agreement to arbitrate before JAMS and a class-action and jury-trial waiver. Section 13.9 allows opting out by emailing [email protected] within thirty days after first becoming subject to the arbitration agreement.

What if I receive a faulty or damaged SHEIN item?

The SHEIN Return Policy says to contact Customer Service within 90 days from the order date for a faulty or damaged item. The Terms (section 5.4) separately set 14 days after receipt for claims about loss or damage during delivery. Both statements appear in the company's pages as written.

Who is responsible when I buy from a third-party seller on SHEIN?

Terms section 5.5 says SHEIN is not a party to transactions for products listed by third-party sellers, and section 12.3 disclaims warranties for them. The product page identifies the seller, and CPSC recall notices for such products name the seller as the recalling firm.

Has SHEIN recalled products?

The CPSC recall database lists seven notices announced by SHEIN or SHEIN Distribution Corporation (2021, January 2025, February 2025, June 2026, September 3, September 10 and September 17, 2026), plus notices from other firms that sold through SHEIN.com. The company lists recalls at us.shein.com/product-recalls/list.

Is SHEIN being sued by a state?

The Texas Attorney General announced a Deceptive Trade Practices Act lawsuit against Shein US Services LLC and affiliates on February 20, 2026; those are allegations. The petition is captioned in the District Court of Collin County. A 2025 California judgment settled shipping-delay claims for $700,000 in penalties and costs without admission. Separate private class-action dockets from 2026 are listed in the litigation section.