If you have ordered item(s) from AliExpress and they have not delivered, there are a few steps you can take.
First, track your order to ensure it is not still in transit. AliExpress delivers its products internationally, and each country's delivery time will depend on the local logistics company. However, AliExpress orders typically can take 15 - 45 days to arrive.
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 order you are missing.
Select 'Track Order.'
If you find the tracking number isn't working that could be because not enough time has passed. After you place an order, and it has been processed for shipping, the shipping company needs 3-7 days to update the shipping status.
You can contact the seller if more than seven days have passed and you believe there is an error. In the order information, select 'Contact Seller' and type out a message asking them for an update on your shipment.
If the seller doesn't give you a satisfactory answer, you can open a dispute with AliExpress. You will need to make sure you do this before the Buyer Protection for the order expires. Each product includes Buyer Protection details in its description. We recommend if you are looking into a missing order, 10 days before your Buyer Protection is up you ask for an extension, and 5 days before the Buyer Protection is up, you open a dispute. You can do this via the AliExpress chat function. You will be connected with a Customer Service representative who can extend the Buyer Protection.
Every AliExpress order has a guarantee of timely delivery. If you have tried all of the above and are not finding a resolution, it's the right time to dispute the order. On your order details, select 'Open a Dispute.'
AliExpress offers two options when you open a dispute: full refund or refund and return goods. As you have not received your order, you should select 'full refund' only.
The dispute application will ask for you to choose from a list of suggested variants, select the one that best fits your description. Attach as much evidence as possible to the dispute. This includes screenshots from the tracking website or messages from the seller. You should also mention the date you placed the order, the shipping deadline, and the current date. You should outline what you would like to receive to resolve this dispute (i.e. a full refund).
Once you send the application, the seller has five days to reply to you or accept the dispute.
If the seller accepts the dispute, you will receive a full refund.
If the seller does not reply to the dispute and the five-day time limit has passed, you are automatically awarded the dispute. You will receive a full refund to the method of payment you used to pay for the order.
If the seller becomes angry, inappropriate, or gives an unsatisfactory response, escalate the situation to the AliExpress team. Use the chat function on the AliExpress website to connect with a Customer Service representative.
If the seller makes you an offer that you prefer, such as they will express ship you new items, you can choose to accept the offer. However, this is not recommended as the dispute ticket will be closed. If the seller does not follow through on their promise, AliExpress is not responsible and will not be able to help you out. You may lose your money and the product in this scenario. It may be better to get a full refund and let the seller know you want to place a new order and they can make sure to ship the new order out in time. That way, if they do not ship your second order, you can follow this process again to get another refund at no risk to yourself.
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 What can I do if my AliExpress order is missing? 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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