Verified: 14 March 2026 10:45 am UK Time
Industry: Online Fashion Retail
Jurisdiction: United Kingdom
Primary Regulators: Competition and Markets Authority (CMA) & Financial Conduct Authority (FCA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Shein staff will never ask for your account PIN, ask for your bank details via text message to “release a customs package,” or ask you to move money to a “safe account”.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint via the “Customer Service” portal on the Shein app/website (which generates a support ticket), or by using their direct UK contact methods:
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General Enquiries Phone: 020 3962 3288
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Direct Email: Contact-ITSL@shein.com
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Source Verification Note: Shein Company Information Imprint
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Availability: The automated chatbot and ticketing system operate 24 hours a day, 7 days a week. Phone lines operate during standard UK business hours.
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Timeline: Shein aims to respond to initial digital tickets within 24 to 48 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it in writing. Reply to your existing email ticket, detail a clear timeline of the issue, provide tracking evidence or photos if applicable, and state your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.
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Complaints Address: Customer Service Department, Infinite Towers Services Ltd, 1 Bartholomew Lane, London, EC2N 2AX
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Timeline: Under UK consumer law guidelines, Shein has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (The Financial Route)
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Authority: Your Bank OR Klarna/Clearpay
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The Reality: Because Shein is not part of any statutory Ombudsman scheme, you cannot escalate a retail dispute to an external regulator. Your path depends entirely on how you paid:
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Standard Debit/Credit Card: If Shein refuses to refund you for faulty, missing, or returned goods, you must immediately contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards) or request a Chargeback (for debit cards).
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Source Verification: Financial Ombudsman - Section 75 Guidance
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Buy Now, Pay Later (Klarna/Clearpay): If you used a BNPL service, you must log into that specific app and “Pause” the payment, reporting a dispute with the retailer. Klarna/Clearpay will then temporarily freeze the invoice and investigate the return/delivery issue directly with Shein on your behalf. If Klarna/Clearpay fail to resolve the financial dispute fairly, you can escalate them to the Financial Ombudsman Service (FOS).
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA). You must address it to their exact corporate legal entity operating in the UK: Infinite Towers Services Ltd.
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Legal Address: Legal Department, Infinite Towers Services Ltd, 1 Bartholomew Lane, London, EC2N 2AX
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Court: If the LBA fails and your bank refuses a chargeback, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Shein UK still refusing to process your return because they claim the warehouse received an “empty package,” or are they offering you “wallet credit” instead of a legal refund? Reply below (do not share your passwords, full order numbers, or PINs), and our community will point you to the right Section 75 or Small Claims Court templates!