Shein tracking

What is Shein?

Shein is an online fashion platform that has established itself as one of the global giants of e-commerce in the fast fashion sector. Founded in 2008 by Chinese-Singaporean entrepreneur Xu Yangtian, better known as Chris Xu, this company has revolutionized the fast fashion industry by offering trendy clothing at particularly accessible prices. With a presence in over 150 countries worldwide, Shein attracts hundreds of millions of customers seeking affordable fashion pieces that are constantly renewed.

Shein's history began modestly in 2008, when Chris Xu launched a website specializing in the sale of wedding dresses at discount prices under the name SheInside. Born in 1984 into a working-class family in Zibo, in Shandong Province in China, the founder obtained his international business degree from Ningbo University of Science and Technology in 2007. He began his career at a small website search engine optimization company in Nanjing, where he acquired digital marketing expertise that would prove decisive for the future success of his platform. In 2012, the company made a major strategic pivot to specialize in fast fashion, abandoning the niche bridal dress market to position itself in the fast fashion segment targeting young, connected customers.

The rebranding occurred in June 2015, when SheInside officially adopted the name Shein, which is shorter and more memorable. That same year, Chris Xu relocated the company headquarters from Nanjing to Guangzhou, at the heart of China's manufacturing ecosystem, close to numerous textile suppliers. This strategic relocation optimizes production and delivery timelines. In 2022, the company headquarters was officially transferred to Singapore, a decision that reflects the company's international ambition and its desire to move closer to Asian financial markets in view of a potential public listing.

• Date of creation: 2008, initially under the name SheInside, specialized in wedding dresses before pivoting to fast fashion in 2012
• Founder: Xu Yangtian, known as Chris Xu or Sky Xu, Chinese-Singaporean entrepreneur with a degree in international business
• Headquarters: Officially based in Singapore since 2022, with a major operational center in Guangzhou, China
• Global presence: Application and websites available in over 150 countries worldwide
• Business sector: Fashion, accessories, beauty, home items and lifestyle products
• Annual revenue: Several tens of billions of dollars annually, placing the company among the global leaders in online fast fashion
• Net profit: Several billions of dollars in annual profits
• Valuation: Estimated at several tens of billions of dollars, with a historical valuation reaching 100 billion dollars

Shein's business model is based on an ultra-reactive supply chain and intensive digital marketing on social networks. The company has approximately 3,000 suppliers in China and renews its catalog at a frantic pace, with thousands of new items added each week to follow the latest trends. This ability to quickly produce pieces inspired by the latest runway trends at prices defying all competition is at the core of the platform's value proposition. Shein primarily targets a young audience, aged 16 to 34, sensitive to trends and value for money. Its mobile application, downloaded hundreds of millions of times worldwide, is the company's main sales channel and offers a fun and personalized shopping experience.

The geographic distribution of Shein's revenue demonstrates its international reach. North America represents between 35 and 40% of sales, while Southern and Western Europe accounts for 30 to 35% of the total. The remainder is distributed among Asia-Pacific, the Middle East and other regions worldwide. Notably, Shein is not distributed in China, its domestic market, preferring to focus exclusively on international markets where its value proposition finds particularly favorable resonance with consumers.

In which countries does Shein deliver?

Shein has developed a global logistics infrastructure enabling it to serve customers distributed across practically all continents. The platform is accessible in over 150 countries, making it one of the most internationalized fashion e-commerce players in the world. This exceptional geographic coverage is supported by a network of strategically positioned warehouses and partnerships with leading local carriers in each region.

In Europe, Shein ensures complete coverage of the continent's main markets. France, Germany, the United Kingdom, Italy, Spain, the Netherlands, Belgium, Austria, Portugal, Switzerland and Ireland all benefit from reliable delivery with competitive standard timeframes. For these European destinations, Shein has established regional warehouses, particularly in Poland and Belgium, allowing orders to be shipped from within the European Union and thus avoiding customs procedures for some shipments. Items bearing the "EU Stock" label on the website are shipped from these European warehouses, guaranteeing shorter delivery times.

• Western Europe: France, Germany, United Kingdom, Italy, Spain, Portugal, Belgium, Netherlands, Switzerland, Austria, Ireland
• Northern and Eastern Europe: Poland, Sweden, Denmark, Norway, Finland, Czech Republic, Hungary, Romania
• North America: United States and Canada fully covered, with warehouses on the East and West American coasts
• Latin America: Mexico, Brazil, Argentina, Chile, Colombia and most countries in the region
• Asia-Pacific: Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Thailand, Philippines
• Middle East: United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman
• North Africa: Morocco, Algeria, Tunisia, Egypt

For remote territories and regions away from the main markets, Shein also offers deliveries with adapted timeframes. These timeframes are naturally longer than for main zones, typically ranging from 15 to 30 days depending on the destination and shipping method selected. Shipping fees may also vary and customs duties may apply depending on the order value.

It should be noted that Shein is paradoxically not available in China, its country of origin and production. This deliberate strategy allows the company to focus exclusively on international markets where its price positioning and value proposition achieve the greatest success. For countries or territories not directly served by Shein, re-shipping services like ColisExpat or Easy Delivery allow customers to receive their orders through an intermediate address in a covered country.

What carriers does Shein use?

To deliver millions of packages each day to its customers spread across over 150 countries, Shein has developed a logistics strategy combining its own processing capabilities with an extensive network of partner carriers. The platform does not have its own delivery personnel in each destination country, but relies on the most recognized and best-established delivery services in each region to ensure final distribution of orders.

For international transport from China to destination continents, Shein collaborates with providers specializing in cross-border e-commerce logistics. YunExpress is among the platform's privileged logistics partners for bulk package transport from Chinese warehouses to regional sorting centers. These providers handle long-distance transport, generally by air for standard and express shipments, before injecting packages into local postal or delivery networks of each destination country.

• National postal services: La Poste (France), Royal Mail (United Kingdom), USPS (United States), Deutsche Post (Germany) and other local postal operators for standard home deliveries
• Parcel locker networks: Mondial Relay, InPost, Hermes and other pickup point networks depending on countries, offering thousands of collection points
• Express carriers: Chronopost, DPD and other express services for accelerated deliveries
• China Post: Chinese postal service handling the first part of transport from China for economical shipments
• DHL and UPS: International carriers used for premium express shipments with enhanced tracking
• FedEx: Privileged partner for express deliveries in North America

The choice of final carrier depends primarily on the destination country and the delivery method selected by the customer when placing the order. For standard home delivery, the national postal service typically handles the final delivery to the recipient. For parcel locker deliveries, Shein relies on local pickup point networks, which offer dense territory coverage with varied partner retailers: tobacco shops, convenience stores, neighborhood shops and automated lockers. The customer can choose the most convenient pickup point based on their location and habits.

This partnership approach with local players allows Shein to benefit from the expertise and territorial coverage of networks already well established in each country, while offering customers a familiar delivery experience with carriers they know. In the United States, USPS handles final distribution for standard shipments, while FedEx and UPS intervene for express options. In the United Kingdom, Royal Mail is the preferred partner. In Germany, DHL and Hermes share deliveries.

What are Shein's delivery times?

Shein's delivery times vary considerably depending on the shipping method selected, the destination and product availability in stock. The platform offers multiple options allowing customers to choose the best compromise between speed and cost according to their needs. Delivery times range from a few days for express shipments to several weeks for economical options, thus offering welcome flexibility for all buyer profiles.

Express delivery is the fastest option offered by Shein, with announced times of 2 to 4 business days for major European and North American destinations. This premium shipping method is particularly suitable for customers eager to receive their purchases quickly. It is important to note that these times are counted from the actual shipment of the package and not from order confirmation, as warehouse preparation time can add one or two additional days.

• Express delivery: 2 to 4 business days after shipment, ideal for urgent purchases or special occasions
• Standard delivery: 6 to 8 business days on average, the best compromise between speed and cost for most orders
• Economy delivery: 16 to 22 business days, the most affordable option for customers without time constraints

Standard delivery remains the most popular choice among Shein customers. With timeframes of 6 to 8 business days depending on destinations, it offers a good balance between reasonable wait times and contained shipping costs. It is also the shipping method that benefits from free shipping above a certain order amount, making it the preferred option for most regular purchases on the platform.

For customers less pressed for time, Shein offers an economy delivery option with timeframes reaching 16 to 22 business days. This solution is particularly suited for purchases planned in advance or bulk orders where delivery time is not a determining factor. The reduced rates of this option make it a relevant choice for maximizing savings on shipping costs.

Several factors can influence actual delivery times. High-demand periods such as sales, Black Friday or year-end holidays can result in significant extensions of processing and shipping times. Unfavorable weather conditions, air traffic disruptions or congestion in logistics hubs can also impact timeframes. Likewise, orders containing pre-order items, customized products or items from stocks located outside Europe will see their delivery time extended. Shein recommends consulting the delivery estimate displayed at the time of payment for a precise understanding of the expected timeframe for each order.

What are Shein's shipping fees?

Shein's pricing policy for shipping is based on a progressive system that rewards higher-value orders with reduced or even free shipping fees. This incentive approach encourages customers to group their purchases to reach free shipping thresholds, while offering affordable rates even for small orders. Shipping fees vary depending on the shipping method chosen, the total basket amount and the destination country.

For standard home delivery, Shein applies degressive pricing based on order amount. In Europe, fees typically amount to a few euros for low-value orders, then decrease progressively. Above a certain purchase threshold (often around 39 euros in the eurozone), standard home delivery becomes completely free, a relatively accessible threshold that allows a large portion of customers to benefit from this advantage without particular effort.

• Standard home delivery: Degressive fees depending on order amount, free above a certain threshold
• Parcel locker delivery: Option generally cheaper than home delivery, with free shipping above the same threshold
• Express delivery: Fixed rate generally between 5 and 10 euros depending on destinations
• Economy delivery: Reduced fixed rate for customers without time constraints

Parcel locker delivery is the most economical option for small orders. With reduced fees compared to home delivery, it allows for substantial savings. Like the latter, free shipping automatically applies as soon as the order amount reaches the threshold set for each country. This option also offers flexibility benefits, with the customer able to pick up their package at the partner retailer of their choice at convenient times.

Express delivery is charged at a fixed rate regardless of order amount. This rate reflects the additional costs related to accelerated shipping and priority package processing. There is generally no free shipping threshold for this premium option, which is intended for customers for whom speed outweighs cost. Finally, economy delivery is offered at a reduced flat rate, regardless of basket amount, making it the least expensive solution for patient customers.

An important point to note concerns high-value orders. For purchases exceeding certain thresholds (varying by country and customs regulations), Shein may apply additional handling fees including customs duties and warehouse processing fees related to customs clearance. The exact amount of these fees depends on the total order value and is calculated automatically at checkout. This information is particularly relevant for customers making large bulk orders or purchasing high-value items.

What are Shein's delivery options?

Shein offers its customers several delivery options allowing it to adapt to different situations and preferences. From classic home delivery to pickup points to automated lockers, the platform offers welcome flexibility to receive orders under the best conditions. The choice of delivery method is made at checkout, with clear presentation of delivery times and fees associated with each option.

Home delivery remains the option preferred by a majority of Shein customers. It allows you to receive your purchases directly at the address of your choice, without having to travel. The postal carrier or delivery person presents themselves at the indicated address during regular delivery hours. If absent at the time of delivery, standard procedures of partner carriers apply: the package can be left with a neighbor, left in a safe place if the recipient has given prior authorization, or made available at the nearest post office or pickup point for a limited time.

• Home delivery: Direct receipt at the indicated address, ideal for those who are regularly home or can have it received by a close one
• Parcel locker delivery: Pickup at a partner retailer near you, with extended opening hours and 14-day package retention
• Locker delivery: Pickup at an automated locker accessible 24/7, perfect for busy schedules or non-standard hours

Parcel locker delivery is a practical and economical alternative to home delivery. The customer selects the partner retailer of their choice from among the many available pickup points: tobacco shops, convenience stores, dry cleaners, various boutiques. Once the package arrives at the pickup point, an SMS or email notification is sent. The customer then has 14 days to pick up their package during the retailer's opening hours, generally more extended than delivery driver time slots at home. This option is particularly appreciated by people often away from home during the day or living in areas where home delivery can be difficult.

For maximum flexibility, Shein also offers delivery to automated lockers. These secure boxes, accessible 24 hours a day, 7 days a week, allow you to pick up your package at any time of day or night. After receiving a unique code by SMS or email, simply go to the locker, enter the code and retrieve your package in seconds. This solution is ideal for people with non-standard schedules or those who prefer to avoid any contact or queues.

In terms of tracking and notifications, Shein offers a complete experience regardless of the delivery method chosen. From shipment, a tracking number is assigned to the order and the customer can follow their package's progress in real time from their Shein account or mobile app. Automatic notifications are sent at key stages: shipment confirmation, arrival at sorting center, out for delivery, delivered or made available at pickup point. This transparency allows you to anticipate receipt and organize accordingly.

What if my Shein order is lost or damaged?

Despite Shein and its partner carriers' efforts to ensure proper delivery of orders, it can happen that a package is lost in transit or arrives damaged at destination. In these situations, the platform has established claims procedures allowing customers to obtain a refund or replacement of their order. Responsiveness in reporting the problem and respecting deadlines are essential to maximize the chances of a favorable resolution.

In case of a package not received when tracking indicates delivery was made, the first step is to check with those around you whether the package was not received by a neighbor or family member. It is also advisable to check mailboxes, any delivery notices and contact the nearest post office or pickup point to verify the package was not left there. If after these checks the package remains unfound, the customer must notify Shein customer service as soon as possible.

• Reporting deadline: Contact Shein customer service as soon as possible after the theoretical delivery date or problem discovery
• Claims channel: Use the online chat accessible from the customer account or mobile app, available 7 days a week from 9am to 10pm
• Information to provide: Order number, tracking number, precise problem description, photos in case of damaged package
• Processing time: Shein generally commits to providing a response within 24 to 48 business hours
• Possible solutions: Replacement of the order, full refund or credit to Shein wallet

For a package that arrived damaged, it is recommended to photograph the package condition and affected items before handling them further. These visual proofs will be useful to support the claim with customer service. The report must be made quickly, ideally within 48 hours of receipt, to allow Shein to open an investigation with the carrier if necessary. The customer can request either replacement of damaged items or a refund depending on their preference and product availability.

Regarding abnormally long wait times, Shein recommends waiting until the maximum delivery date indicated when placing the order before reporting a problem. Delays can indeed be related to external factors such as logistics congestion, weather conditions or customs procedures for international shipments. If the maximum timeframe is exceeded without news of the package, the customer can then contact customer service to request an investigation and, if necessary, a refund.

Refunds for lost or damaged packages typically occur within 7 to 10 business days after Shein validates the claim. Two options are offered to the customer: credit to the Shein wallet, usable immediately for future purchases on the platform, or a refund to the original payment method. The first option is generally processed faster, while the second depends on banking processing times. If a persistent difficulty arises or an unresolved dispute, the customer can contact the competent consumer mediator to attempt to find a friendly solution.

How to contact Shein?

Shein provides its customers with several contact channels to answer their questions, handle their complaints or assist them in their procedures. The platform's customer service is accessible through various means, allowing everyone to choose the communication method that suits them best. Whether it's a question about an ongoing order, a delivery problem or a return request, advisors are available to provide personalized assistance.

Online chat is the preferred and most responsive channel for reaching Shein customer service. Accessible directly from the website or mobile app, it allows real-time exchange with an advisor. To access it, simply log into your customer account and click on the assistance icon representing a headset, generally located at the top right of the page. Chat is available 7 days a week from 9am to 10pm, offering comfortable hours to contact customer service even in the evening or on weekends.

• Online chat: Available Monday to Sunday from 9am to 10pm, accessible from your account on the website or app
• Phone: Local numbers available depending on the country (ex: +33 1 70 39 11 62 for France), Monday to Friday during business hours
• Callback service: Option allowing you to be called back for free by a Shein advisor during business hours
• Email: Local addresses depending on the country (ex: [email protected] for France), [email protected] for press inquiries
• Social media: Private messages via Facebook, Instagram or X (formerly Twitter) for informal assistance
• Online help center: Comprehensive FAQ section answering most common questions, accessible 24/7

Phone contact is also possible for those who prefer verbal exchange. Shein offers local phone numbers for major markets, reachable Monday to Friday during business hours. An interesting alternative is the free callback service offered by Shein: by selecting the "Phone Service" option from the assistance section, the customer can request a callback from an advisor, avoiding any online wait time.

For less urgent requests or those requiring document submission, email contact remains a viable option. Each country has a dedicated email address to reach customer service for any questions regarding orders, deliveries or returns. Responses are typically provided within 24 to 48 business hours. Social media also provides an alternative contact channel: Shein is present on Facebook, Instagram and X, and responds to customer private messages, although this channel is more suited to simple questions than complex complaints requiring access to order details.

Before contacting customer service, it is recommended to consult Shein's online help center, accessible from the bottom of the website page. This FAQ section compiles answers to the most frequently asked questions regarding orders, deliveries, returns, refunds and website use. Many questions find immediate answers there, allowing you to save time compared to direct contact with an advisor.

How to return an item to Shein?

Shein offers a relatively flexible return policy allowing dissatisfied customers to return items and obtain a refund. Aware that online clothing purchases involve some uncertainty regarding sizes and actual product appearance, the platform has established a simplified return procedure accessible from the customer account. Compliance with conditions and deadlines is however essential to guarantee proper handling of the request.

The deadline for returning to Shein is 45 days from the purchase date, not the delivery date. This generous timeframe gives the customer time to receive their order, try the items and make their decision. However, it is recommended not to wait too long to initiate the return procedure to have sufficient margin to send the return package and have it processed by Shein teams.

• Return deadline: 45 days from purchase date to initiate the return request
• Conditions: Items unworn, unwashed, without stains or tears, with original tags and packaging
• First return: Free with return label provided by Shein
• Additional returns: €4.50 automatically deducted from refund amount for each additional return on the same order
• Non-returnable items: Underwear, swimwear (unless defective), jewelry, opened beauty products, customized items
• Refund timeframe: 7 to 10 business days after receipt and inspection of package by Shein

The return procedure is conducted entirely online from the Shein customer account. After logging into the website or app, the customer accesses the "My Orders" section and selects the order in question. By clicking on "Order Details" then "Return an item", they can choose which items to return from eligible ones and indicate the return reason: wrong size, item not as described, change of mind, manufacturing defect, etc. Shein then automatically generates a return label in PDF format that the customer must print and affix to their package visibly.

For return shipment, Shein uses local parcel locker networks depending on countries. The customer must carefully package the items in a suitable box or envelope, affix the return label, and deposit the package at the pickup point of their choice. It is advisable to keep the deposit receipt issued by the pickup point as proof of shipment. Return package tracking is available from Shein's customer account, allowing verification of proper receipt by processing teams.

Refund occurs after receipt and inspection of the package by Shein, typically within 7 to 10 business days. Two methods are offered to the customer when making the return request: credit to the Shein wallet, immediately usable for future purchases, or a refund to the original payment method. The first option is processed faster, while the second depends on banking timelines and can take up to 14 days depending on institutions. During sales periods or high activity, processing times may be slightly extended, with Shein indicating a possible timeframe of 10 to 15 days in these circumstances.

Understanding tracking statuses

When you track a Shein order online, different statuses appear successively to indicate your package's progress through the logistics stages. This tracking information is accessible from your customer account on the Shein website or mobile app, in the "My Orders" section. Here are the main statuses and their meaning: