Shein is a well-known online retailer renowned for its comprehensive product range and fast shipping. While most orders go smoothly, some customers may occasionally experience issues. An issue that we’ve been made aware of is that Shein marks orders as “delivered” in their system, but customers haven’t physically received their packages.

While this may be frustrating to experience, it’s mostly a technical issue that typically gets resolved quickly. This issue may occur for a number of reasons, including the delivery agent updating the incorrect delivery, the order being received by someone else or delivered to the incorrect address, or the package being stolen.

As Shein outsources the last-mile delivery to third-party companies like USPS and FedEx, technical and human errors may result in issues such as this. In this article, we will examine why your Shein package incorrectly updates as delivered, even though you haven’t received it yet, and will also share actionable advice on how to resolve this issue.

Common Reasons Why This Can Happen

There could be various reasons why your Shein order shows that it has been delivered but you haven’t received it yet. We’ve explained the most common causes below for better understanding.

shein delivery screenshot
A Screenshot of An Order That Shows “Delivered” But Was Not Received by the Customer

The Agent May Have Updated the Wrong Delivery

One possibility for your Shein order status showing “delivered” without it actually being delivered could be caused by human error. To be more specific, the delivery driver may have incorrectly flagged the wrong package as delivered, and the status is now incorrectly showing on your order.

This can occur if there are many deliveries in the same region and the agent inadvertently updates the incorrect one. While this may happen, it’s typically rare as most delivery agents use barcode scanners to update delivery statuses.

The Order Was Received by Someone Else

Another possibility is that the order was delivered to someone else by accident. This can occur if a neighbor or a family member accepts the package on your behalf, without having informed you.

If you entered your office address, the receptionist may have accepted it. Shein does not send a proof of delivery image; therefore, you may not know who received it on your behalf.

It’s advisable to ask family members who live at your address or your office’s receptionist, depending on the address you’ve entered.

It Was Delivered to the Wrong Address

Occasionally, the delivery agent may deliver the product to the incorrect address due to wrong information on the shipping label information, GPS coordinates, or an error made by the delivery driver.

It is possible for delivery agents to misread unit, block, or street numbers that were provided on the shipping label. On the other hand, Shein may have also accidentally placed the wrong shipping label on your package.

The Package Was Stolen

Unfortunately, theft is also a possible reason. If the parcel was left unattended for an extended period of time, it could have been stolen by someone passing by. In such instances, it is critical to promptly report the theft to the delivery company and the police.

Best Practices to Stop This From Happening

While you won’t be able to preemptively resolve delivery issues when ordering from Shein, there are some practices that you can employ to ensure that you’ve checked your shipping information and contacted the right parties. We’ve listed some best practices below.

Use A Reliable Delivery Location

The most effective method to prevent lost orders is to ship them to a reliable location. This means that the location is secure and that someone will always be present to accept the delivery on your behalf if you’re not available.

Make Sure Your Delivery Details Are Correct

Another way to ensure that you receive your package is to validate that you have entered the correct delivery information. Check the shipping address before and after having placed an order on Shein.

You will also be sent an official invoice where your items and delivery details are visible. Make sure that these details are correct and are not incomplete.

Contact the Delivery Agent

It’s a good idea to reach out to your delivery agent if you find that your order was marked as delivered, but you haven’t received it yet. Contact them and ask them if they can investigate why it was marked as “delivered”.

If you’re not able to get an update or an answer from the delivery company, it’s best to get in touch with Shein’s customer support team for further instructions.  

What You Should Do When Your Shein Order Says Delivered But You Haven’t Received It

In rare instances where there is a discrepancy between the tracking updates and the physical receipt of your order, there are certain steps you can take to resolve the issue. Below are some things you can try.

Check Tracking in the App

The first step is to check the app’s tracking. You can do this by following the below steps: 

  1. Log into your Shein website or app and select “My Orders”, which you will find under the “Me” tab at the bottom.
  2. Select “View All” and located the shipment that was incorrectly marked as “Delivered” in the system.
  3. Scroll down until you reach the “Logistics Information” section.
  4. Check to see if the delivery address matches yours and that all other details are correct.
  5. Then, use the tracking number to manually check on the carrier’s website to see if the shipment updates are matching.
  6. If they aren’t get in touch with the delivery company and tell them that you haven’t received your order, but the system has incorrectly marked the order as “delivered”.

Contact Shein’s Customer Service

If you aren’t able to get in touch with the local delivery agent, you should contact Shein’s customer support team. Before you reach out to them, ensure that you have all of the required order information ready, such as the order number and tracking number.

You’ll have several options when it comes to reaching out:

  • Live Chat
  • Email
  • Phone

Request For a Refund

If the delivery company or Shein was not able to resolve this issue and you’ve not received your item, you’re able to request a refund. The refund of your order can either be returned to your original payment method or deposited into your Shein wallet. 

Wait a Little Longer

Because there are multiple touchpoints in Shein’s supply chain, packages may be delayed or have incorrect tracking updates from time to time. Most issues are resolved automatically by just waiting a few more days.

Most of the time, the delivery company has marked the shipment as delivered incorrectly and your package should arrive in the next 2 to 3 days. However, if you haven’t received your order after that, we suggest reaching out to the delivery agent or Shein directly to resolve the issue.

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Agnes Aui

Head of Marketing
at freightcourse

About the Author

Agnes is the Head of Marketing at freightcourse and seamlessly blends her strong background in content management with strategic marketing expertise.

She brings a wealth of knowledge to readers, specializing in various e-commerce topics such as order fulfillments, purchasing, payments, and more.