AliExpress return policy

AliExpress return policy

We hope it doesn’t, but there may be an unfortunate occasion when something is wrong with your order from AliExpress. The item received may be missing parts, malfunction, or be defective in some other way. You may receive the wrong item or your order may not arrive at all.

Fortunately, AliExpress understands that errors sometimes occur, so they have a system in place to help you work with sellers to reach a reasonable agreement for an item to be returned, exchanged or refunded. This lesson will teach you all about how it works and how to use it.

What is AliExpress’s return policy?

AliExpress sellers usually set their own return policies, so you’ll need to deal with them directly to process returns, exchanges or refunds. If you can’t reach an agreement with a seller, you can ask AliExpress to intervene and they will issue a judgment based on the evidence provided.

Learn more about returns, exchanges and refunds on AliExpress

You can see the return policy for a particular seller on AliExpress on the information page for any item in their store, as shown here:

An AliExpress Seller Returns Policy

If you have a problem with one of your orders on AliExpress, the first step should be to contact the seller (s) who sold you the items in question. Try to reach an agreement with them on what a reasonable solution would be, and then go from there. If you reach an impasse, you can open a dispute with that seller (s), which AliExpress will moderate and, if necessary, issue a judgment.

The timeline for opening a dispute with a seller on AliExpress begins six days after the seller has shipped (or should have shipped) your order or item. The deadline for opening a dispute varies depending on the shipping option chosen for your order, as detailed here:

  • DHL, TNT, UPS or FedEx – 23 days after shipment
  • Japan Post EMS or SF Express – 27 days after shipment
  • China Post or Hong Kong Post – 39 days after shipment

How to return items on AliExpress

To return items to a seller on AliExpress, start by contacting the seller and processing the details of your return, exchange and / or refund. If you can’t reach a fair deal, call on AliExpress and let them make a judgment. Then simply apply the correct postage to your order and deliver it to a post office.

How to contact a seller on AliExpress

  1. Go up and log in.
  2. Move the mouse cursor over your name in the top right corner and click I my orders .How to view your AliExpress orders
  3. Find the order you’re having a problem with and near where it says “Seller”, click Contact now (you may need to hover your mouse cursor over the seller’s name to see it, or click the seller’s name to go to their page and find it there).How to contact a seller on AliExpress
  4. Click in the box labeled “Message” and type what you want to say to the seller. You can also click Upload a photo , look for a picture of your order on your computer and include it in the message. This may help the seller see the problem with your order. When you’re ready to send the message, click Send .How to send a message to an AliExpress seller
  5. If you want to view the unread messages you received from the sellers you ordered from, move the mouse cursor over your name in the top right corner, click I my orders then click Unread order messages . Then simply click on the title of the message you want to read.How to view received messages on AliExpress

Repeat this process until you have resolved something with the seller! If you can’t, read on.

How to open a dispute with a seller

  1. Go to and log in.
  2. Move the mouse cursor over your name in the top right corner and click I my orders .How to view your AliExpress orders
  3. Find the order you are having a problem with and click Open dispute next to it.How to open an AliExpress order dispute
  4. You will now need to fill out a form specifying whether or not you have received your order yet, if you would like a full or partial refund and whether or not you would like to return your order. You will also need to write a detailed description of your problem with your order and why the problem cannot be resolved with the seller.How to fill in the details of the AliExpress order dispute?
  5. You will also need to provide pictures of your order to serve as evidence in your dispute. click on Browse to open an Explorer window, find the photo file on your computer you want to use, click it to select it, then click You open . Then click Add attachments . Repeat for as many images as you deem necessary.How to add photo evidence to your AliExpress order dispute?When done, click Send .
  6. You and the seller will now communicate and negotiate, as you would have done in the previous section. If you still can’t solve the problem, repeat steps 1 and 2 in this section, click Disputes and then on Submit dispute next to the order in which the negotiation stopped.How to file an AliExpress order dispute
  7. If you are sure you want to escalate the dispute, click Submit dispute on the next screen. Your complaint will be sent to the AliExpress Dispute Team, who will evaluate the evidence from both sides and ultimately decide in favor of you or the seller.How to confirm that you want to submit a dispute on an AliExpress order?

We’re sorry to hear that you had a problem with your order that caused you to want to return it. At least now you know the steps you should take before making a return! Later in our AliExpress course, we’ll cover a more positive topic: how to use coupons to save money on your orders!

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