AliExpress Return Policy

What is the AliExpress return policy?

Like several other e-commerce websites that host third-party sellers, AliExpress generally lets sellers set their own return policies, and encourages you to work out any problems with your items or orders with the seller themselves.  You can see a seller's return policy on the information page for an item that you wish to buy:

If you cannot come to a mutual agreement, you can open a dispute with that seller, which AliExpress will moderate (and, if necessary, make a judgment on).  Your timeline for opening a dispute in this manner starts six days after the seller has shipped your order or item.  The deadline for opening a dispute varies, depending on the shipping options that you choose:

  • 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

See our How to Buy from AliExpress tutorial for more on selecting shipping options.

Returning items on AliExpress

Returning items on AliExpress is simply a matter of applying proper postage to your order, and dropping it off at your local post office.  However, before you do that, there are two things that you should do: contact the seller and work out the details, and -- if you can't settle the issue that caused you to want to return your order in the first place -- open a dispute with that seller.

How to contact the seller

  1. Go to www.aliexpress.com and log in.

  2. Move your mouse cursor over your name in the upper-right corner, and click My Orders.

  3. Find the order that you're having a problem with, and near where it says "Seller", click Contact Now (you may have to move 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).

  4. Click in the box labelled "Message" and type in what you want to say to the seller.  You can also click Upload a Photo, search for a picture of your order on your computer, and include it with your message.  This may help the seller see the issue with your order.  When you're ready to send your message, click Send.

  5. If you want to see any unread messages that you have received from sellers whom you have ordered from, move your mouse cursor over your name in the upper-right corner, click My Orders, and then click Unread Order Messages.  Then simply click on the title of the message that you wish to read.

Repeat this process until you get something worked out with the seller!  If you can't, read on.

How to open a dispute with a seller

  1. Go to www.aliexpress.com and log in.

  2. Move your mouse cursor over your name in the upper-right corner, and click My Orders.

  3. Find the order that you're having a problem with, and click Open Dispute beside it.


    (Source: AliExpress)

  4. You will now have to fill out a form detailing whether or not you have received your order yet, whether you want a full refund or a partial one, and whether or not you wish to return your order.  You will also need to write a detailed description of your issue with your order, and why the problem cannot be resolved with the seller.


    (Source: AliExpress)

  5. You will also need to provide pictures of your order to act as evidence in your dispute.  Click Browse to open an explorer window, find the photo file on your computer that you wish to use, click it to select it, and then click Open.  Then click Add Attachments.  Repeat for as many pictures as you feel is necessary.


    (Source: AliExpress)

    When you're done, click Submit.

  6. You and the seller will now communicate and negotiate, as you would have in the previous section.  If you still can't get your issue solved, repeat steps 1 and 2 in this section, click Disputes, and then click Escalate Dispute beside the order where negotiation has stalled.


    (Source: AliExpress)

  7. If you are sure that you want to escalate your dispute, click Escalate Dispute on the next screen.  Your complaint will be sent to the AliExpress Dispute Team, who will evaluate the evidence on both sides and eventually rule in favour of either you or the seller.


    (Source: AliExpress)

We're sorry to hear that you had a problem with your order from AliExpress that caused you to want to return it.  At least now you know the steps that you should take before making a return!

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