There could be a few reasons you wish to return an item to AliExpress. The item does not look as promised, it is missing parts or pieces, it's the wrong item, or you are not satisfied with the quality of the item. Follow these steps to return an item(s) to AliExpress:
AliExpress vendors set their own rules for returns so you will have to deal with the seller directly. If you are not satisfied with the seller's response, AliExpress may be contacted directly to step in.
Search for the product you purchased, and read the return policy for the specific seller in their Information Page.
Log onto your account. In the top right corner, hover over the 'Sign In' button and select Sign In in the drop down selections that appear. You can sign into your account with your username or email and password, or your Facebook, Google, Twitter, Instagram, Pinterest or VK account.
Once you have logged on, in the top right corner, hover over your account name, and select 'My Orders' in the drop-down menu.
In the list of orders, select the one you wish to return.
Select 'Contact Now'' and provide them with all the details of why you want to return the item. You should provide pictures of a faulty or wrong product if possible. Ask the seller for what outcome you would prefer, whether that be a refund once you return the item or for them to ship a new product.
If you and the seller cannot come to an agreement, you can open a dispute. There is a timeline for when you can open a dispute, starting six days after the seller has shipped (or was supposed to have shipped) your order or item. The deadline for opening a dispute will vary depending on the shipping company you use. See below for some ranges:
DHL, TNT, UPS, or FedEx: 23 days after shipping
Japan Post EMS or SF Express: 27 days after shipping
China Post or Hong Kong Post: 39 days after shipping
An open dispute with a seller will force them to make a stance on your request for a return.
You will be prompted to fill out a form stating if you have received the order, whether you want a partial or full refund, and whether you want to return your order. You should also write as much detail as possible of what's wrong with the product and why it could not be resolved with the seller.
Select 'Click Attachments' to upload pictures to verify product issues.
You and the seller will once again be in communication to resolve the issue. The seller has 15 days to respond to your Open Dispute claim. If they do not respond in this time frame, the dispute will automatically be escalated to the AliExpress customer management team for further review.
If you do hear from the seller but cannot come to a solution after several attempts, click on the order again under your account and select 'Escalate Dispute.' You will have to wait at least three days after opening the dispute before you can escalate it.
You will be asked to confirm all the details of the dispute, select 'Escalate Dispute' again to confirm. To ensure this process is as quick as possible, ensure you upload pictures of the product that are high-quality and clearly show the issue you have with the product.
A member of the AliExpress team will look through the dispute and settle on a judgment in favor of you or the seller. You will receive an email with their response.
After thousands of AliExpress customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How do I return an item to AliExpress? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting AliExpress if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
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