Order Issues

Why is my order still processing?

Generally, we will process your orders well within 3-7 days. An email will be send once shipped out.

Due to the outbreak of COVID-19, all packages need to go through strict quality control and disinfection process before shipment to ensure customers' safety, which may cause a slight shipping delay. Also, parcel volume was overloaded now, it will need 13-15 days for delivery after orders being shipped out.

Note: Standard Shipping is still available. And it will not effect your purchasing, we still take orders. We will keep following up on logistics company and update you for any news. Order processing can be tracked via " My orders ".

What is SHEGLAM call center number?

SHEGLAM US phone call center is not open yet, so please stay tuned. All contact methods are based on SHEGLAM 's official website.

Here is our manual service working time:

1. Chat Service : 09:00 - 03:00(+1D).

2. E-mail Service: Reply within 24 hours.

Note: SHEGLAM recommends you to use Self-Service as the first choice during the epidemic. We will also provide manual service for frequent asked questions. Thanks for your kindly understanding.

Why I didn’t get an email about my order being shipped?

After placing your order, we may need 1-3 days to prepare your order.

This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.

We will inform you with an email after shipment or if there is any delay.

Please make sure you login the right email account and please check your mailbox spam folder as well.

If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Service.

Note: During this epidemic, SHEGLAM needs 3-7 days for processing when total delivery comes into 13-15 days. If your order is still under the range, please kindly wait with patience.

Can I cancel my order?

Yes, you can. There are two types of order cancellation:

1. Cancelling a paid order.

If you haven't received the shipping notification, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance.

2. Cancelling an unpaid order:

An unpaid order will be canceled automatically after 12 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

Do you have phone service?

Thank you for contacting us. We are sorry to tell you that we don't have phone service currently.

SHEGLAM provides chat and ticket service.

Here are working time:

1. Chat Service : 09:00 - 03:00(+1D).

2. Ticket Service: Reply within 24 H.

How long does it take for my order to ship?

When you place an order with SHEGLAM we will have to process the order first. Processing usually takes 1-3 business days. Shipping time will be 6-8 working days by standard shipping and 2-4 working days by express shipping. Please refer to our 【Shipping Info 】 for more details on how long it will take to get your package.

Note: Due to the outbreak of COVID-19 , government has strengthen the supervision of many areas, including shipping Express industry, this may cause some delays of your package delivery.
And parcel volume was overloaded now, it will need 13-15 days for delivery after orders being shipped out. Wish your kindly understanding.


How long will the order take to arrive?

Due to overloaded parcel volume, it will need 13-15 days for delivery.

We kindly suggest you to check our Shipping Policy or the predicted arriving time at product details page first before purchasing.

If you already placed the order, please choose order below for status checking or logistics tracking.

Why hasn't my shipping information been updated?

Sometimes it takes some time to update the information.

If your shipment is from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches next shipping station.

Sometimes the shipping company may not update the package information in time.

We will try to update that info for you or please feel free to contact us to ask for help.

How can I track my order?

SHEGLAM provides two ways for tracking:

1. Shipping Email: It contains tracking number and tracking link.

2. Track via "My order", which has a "TRACK" button.

-Please log into your account >> click on "My Orders" and click on the "Track" button for more details.

It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.
Please allow some time for the courier to update the latest tracking info after reaching the next station.

Will my parcel still be delivered if I have accidently hit "Confirm Delivery" before receiving it?

Please don't get panicky! The delivery of your parcel will not be affected. You will still receive your parcel as normal.

Please be advised to track your parcel either through the link attached in the confirmation email or through the official tracker with your tracking number.

Also, you are always welcome to check the latest status with our manual service staffs.

Here are the courier company tracking links:

USPS: https://tools.usps.com/go/TrackConfirmAction?tLabels=

FedEx: https://www.fedex.com/en-cn/home.html

DHL: https://www.dhl.com/cn-en/home/tracking.html?tracking-id

I still haven’t received my package. Where is my order?

Your estimated delivery date includes processing time and delivery time, please check the Shipping Info page for details.

You’ll be able to follow your order as it’s been sent with trackable service.

To check this, all you need to do is logging into your account and check "Track" under "My Orders" to follow your parcel.

If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service for further help.

How long does delivery normally take?

You will receive your order in 3-11 business days from the date that it is placed. Standard delivery may need more days than express delivery.

For delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on "My Orders" and click on the "Track" button for more tracking details.
Note: During this epidemic, SHEIN needs 3-7 days for processing when total delivery comes into 13-15 days. If your order is still under the range, please kindly wait with patience.


We want you to be totally satisfied with your order, however we understand if a product doesn't work out.

1. Refunds will be processed within 7 days after we receive your package. The refund will be issued to your original payment account, as per your request.
Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.
2. The original shipping fee and insurance are non-refundable.
If you have any issues with your return, you must contact Customer Support within 180 days after your order was first placed.