Customer Service

Q: I have not received my order. What can I do?

A: If you haven’t received your order, please try the below methods to solve the problem:  Method 1. You can track your order with the tracking number given by the seller: Go to My Orders > Locate the order > and Click Track Order.  If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact the seller for more shipping information. You may leave a message on the order details page or click Contact Seller on order list page.
Method 2. Contact the seller for more information. If that doesn’t work, you can always apply for a refund by opening a dispute. Make sure you do this before your Buyer Protection has ended. Click here to open a dispute.
Method 3 If you didn’t receive your order and you Buyer Protection is about to end, please click the Chat Now button (at the bottom of this page) to chat with our Customer Service Team.

Q: I have not received my refund on my credit card yet. What can I do?

A: If you paid with a credit card, the money will be refunded to your card. It usually takes around 3-15 business days for the money to arrive.
If the refund process is marked “complete” but it looks like you did not get your money back yet, please check your bank account first. Some refunds are booked on the date of the purchase.

Customer Service

Q: I paid for my order already, but I haven’t received a message from my bank. What’s going on?

A: Because we are processing a high of amount payments at the same time, it might take a bit longer than usual before you get an update from your bank.
If the order status says: Payment being verified, it means we’ve already started processing your payment. Please check your order status again in 6 hours.

Customer Service

Q: How do I get coupons or discounts?

A: You can get coupons and discounts in many different ways:
  1. On the product page
Go to Store Promotion.
In the orange section you can see the discount the seller offers. During checkout, this discount gets automatically deducted from the order total.Next to the seller discount, you can find select coupons and seller coupons (in the red section). Click on the coupon to get it and remember to use it when you place your order.
  1. In your Cart
You can get select coupons and seller coupons in your cart.
  1. On sale pages
During large sales, such as our Anniversary Sale and 11.11, you will find different activities or games to win coupons and coins (which can be exchanged to coupons). You can visit our site or app to check the pages or follow AliExpress on Facebook, Twitter, Instagram, and VK to get updates about upcoming and ongoing activities.

 

Customer Service

Q: How do I use a coupon or discount?

A: When you place your order, you can use your coupon or get a discount. Here’s how:
  1. Make sure you know when you can use the coupon. Go to My Coupons to see which coupons have been added to your account. Seller discounts are given automatically. To see how much you need to spend to get the discount, just check the dropdown menu in the orange section.
  1. Place your order Found something you want to buy? Click Buy Now or Add to cart to place your order.
  2. Use the coupon when you confirm your order.You will then be taken to the Order Confirmation page, where you need to confirm your order and use your coupon.Available discounts and coupons are shown automatically.

Customer Service

Q: The product I received does not match the description. What can I do?

A: f you are not satisfied with the product you received, contact your seller to agree on a solution. To contact the seller, click Contact Seller to send them a message.
If that doesn’t help, you can apply for a refund by opening a dispute. Please make sure you do this before your Buyer Protection has ended. This is how you open a dispute:
Step 1: Sign into My Orders and locate your order
Step 2: Click Open Dispute
Step 3: Fill in your refund request and click Submit

 

Customer Service

Please make sure you open a dispute before your Buyer Protection has ended.

If the seller agrees to your refund request, or doesn’t respond within 5 days, the refund will be processed. You can click Dispute in Progress or Dispute Finished on your order list to check the dispute status.

Customer Service

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