Shein: How to Report a Scam or Fraud
Scammed by a seller, charged for an order you didn’t place, or contacted by someone claiming to be Shein? Here are the official ways to report it in 2 countries, read on Shein’s own help pages, plus the buyer-protection deadline and where to escalate.
Do this first
- Stop all contact and payments. Shein will never ask you to pay outside its own checkout, share a one-time code or install a remote-access app.
- Report it inside the official Shein app or website (steps below), not through a link or number you were sent.
- Only call the numbers below. Numbers found on Google, social media or in a message are often fake.
- If you paid by card, bank transfer or a payment app, call your bank’s fraud line now: see Bank Fraud Help.
- Watch the buyer-protection deadline below: claims made late are usually refused.
Know this about Shein
- Scammers pose as SHEIN customer support by email, text, phone and social media to steal passwords, card details and codes. Only use SHEIN's website, app or the numbers on its official pages.
- Fake SHEIN-branded sellers and fake influencer or brand-deal offers that ask for shipping or 'verification' payments are scams.
Shein in United States
us.shein.com- Customer service:1-833-853-8668(Monday to Friday, 9:00 AM to 6:00 PM PST)
Report a problem or scam: Call your bank to report card fraud, file a police report with your evidence, then send the details to SHEIN Customer Service.
Report a seller or listing: Report Marketplace seller problems to SHEIN Customer Service. Stop dealing with any storefront or social account selling 'SHEIN' goods at huge discounts outside the app.
Return Policy: Most items can be returned after delivery, with exceptions such as underwear, jewelry, cosmetics, final-sale and custom items. Marketplace seller items may have a different window, shown on the product page. Claim Within 30 days of delivery for most items.
Fake Shein messages or sites: Only contact SHEIN through its official website, app and listed channels. SHEIN's 'Common Fraud Schemes' page (us.shein.com/faq/detail?id=77650) lists current scams.
Email: [email protected]
- Report scams quickly: it gives you the best chance of getting money back.
If Shein won’t help:
- FTC ReportFraud (1-877-382-4357): Report a fake shop, an order that never arrived or a business that won't refund. Reports help the FTC build cases and spot patterns. To reverse a payment, contact your bank, card issuer or payment app first.
- State consumer protection offices (via USAGov): Find your state attorney general or consumer protection office for a complaint against a business or a scam. Pick your state or territory on the page.
- FBI Internet Crime Complaint Center (IC3): Report online fraud and scams to the FBI.
Shein in United Kingdom
shein.co.uk- Customer service:+44 20 3985 6188(Monday to Friday, 9:00 to 18:00 (UTC+0))
Report a problem or scam: Report scams or fraud to SHEIN Customer Service by Live Chat or phone from the Contact Us page.
Return Policy: You have a legal 14-day right to cancel after receipt, and SHEIN's own policy extends returns to 30 days for most items. Faulty or damaged items have a longer reporting window. Claim Within 30 days of receipt; faulty or damaged items within 90 days of the order date.
If Shein won’t help:
- Citizens Advice consumer service (0808 223 1133): Free advice if an item never arrived or a seller won't refund; they can pass your case to Trading Standards. Have the seller's name and address, what you have done so far and any order number ready.
- GOV.UK: find your local Trading Standards office: Find your local Trading Standards office, which acts against traders who break consumer law. Enter your postcode.
Not listed here
We couldn’t confirm Shein’s contacts on its official site for: European Union. Use the help section inside the official app rather than any number found online.
Checked on Shein’s own help pages on 5 October 2026. Platforms change their support routes, so if something has moved, use the help section in the official app and tell us. See every platform and country in E-commerce Fraud Help, and report the crime to the police via the cyber agencies directory.