Verified: March 2, 2026 01:25 pm ET
Industry: Online Retail / Fast Fashion
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Scammers frequently buy ads to promote fraudulent phone numbers. Shein staff will never ask for your account password, PIN, or remote computer access.
Level 1: Customer Support (Initial Complaint)
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How to complain: Shein heavily pushes users to their logged-in Help Center at us.shein.com/contact-us.html to use their “Live Chat” or “Submit a Ticket” features. However, you can bypass the chatbot by reaching out to their legally registered corporate contact channels:
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Hidden US Phone Number: 1-833-853-8668
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US Customer Support Email: uscsteam@shein.com
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Accessibility Support Email: support@shein.com
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Source Verification Note: Shein US Imprint (Shein hides their phone number and direct email in their legal Imprint page to force users into the automated chat system).
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Availability: The Live Chat feature is generally available 24/7. Phone support hours are not publicly scheduled.
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Timeline: Shein aims to resolve standard issues immediately over chat. For submitted tickets and emails, the standard response time is within 24 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard support is unsuccessful, Shein’s Terms of Use dictate you must send a formal written “Notice of Dispute” detailing your claim via certified mail to their primary US legal entity: SHEIN US Services, LLC, Attn: Legal Department, 777 S. Alameda St., 2nd Floor, Los Angeles, CA 90021.
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(Note: You may also send a courtesy copy to their secondary corporate hub at 10000 Washington Blvd, Culver City, CA 90232 to ensure it is logged).
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Source Verification: Shein Terms of Use (Dispute Resolution)
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Timeline: Once received, Shein’s legal and executive customer relations teams have a mandatory 60-day window to investigate and attempt to resolve the dispute informally before you can proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with Shein directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Shein Terms of Use. Shein strictly enforces a Mandatory Binding Arbitration clause and a Class Action Waiver for all U.S. consumer disputes.
- Court/Arbitration: If the 60-day informal resolution period (Level 2) fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit. If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) as mandated by your user agreement.
- Source Verification: Shein Terms of Use (Arbitration Agreement)
Community Action: Is Shein US still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!