AliExpress Return Policy

We hope it doesn't happen, but there may be an unfortunate occasion when something doesn't go quite right with your order from AliExpress.  The item you get may be missing parts, not work properly, or be defective in some other way.  You may get the wrong item, or your order may not arrive at all.  Fortunately, AliExpress realizes that mistakes do happen sometimes, and so they've put a system in place to help you work with sellers to reach a reasonable arrangement for returning, replacing, or refunding an item.  This lesson will teach you all about how it works and how to use it.

What is the AliExpress return policy?

AliExpress sellers usually set their own return policies, so you will have to deal directly with them to work out returns, replacements, or refunds.  If you can't reach an agreement with a seller, you can ask AliExpress to intervene, and they'll make a judgment based on the evidence provided.

More about returns, replacements, 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 return policy

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

Your timeline for opening a dispute with a seller on AliExpress starts six days after the seller has shipped (or was supposed to have shipped) your order or item.  The deadline for opening a dispute varies depending on which shipping option you chose for your order, as illustrated here:

  • 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 tutorial on how to buy from AliExpress for more on selecting shipping options.

How to return items on AliExpress

To return items to a seller on AliExpress, start by contacting the seller and working out the details of your return, replacement, and/or refund.  If you can't reach a fair deal, call in AliExpress and let them make a judgment call.  Then simply apply proper postage to your order and drop it off at a post office.

How to contact a seller on AliExpress

  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.

    How to view your AliExpress 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).

    How to contact a seller on AliExpress

  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.

    How to send a message to an AliExpress seller

  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.

    How to view messages received on AliExpress

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.

    How to view your AliExpress orders

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

    How to open a dispute over an AliExpress order
    (Image 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.

    How to fill out the details of your AliExpress order dispute
    (Image 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.

    How to add picture evidence to your AliExpress order dispute
    (Image 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.

    How to escalate an AliExpress order dispute
    (Image 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.

    How to confirm that you wish to escalate an AliExpress order dispute
    (Image source: AliExpress)

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 that you should take before making a return!  Next up in our AliExpress course, we're going to cover a more positive topic: how to use coupons save money on your orders!


How to Track Your AliExpress Order

So you've ordered one or more items from AliExpress, and now you're anxious to know when your package is going to arrive.  How do you track how far along your items are in the delivery process?  In this tutorial, we'll show you how to check the status of your order from AliExpress.com.

To track an AliExpress order:

  1. Log into www.aliexpress.com.

  2. Move the mouse cursor over your name, click My Orders, and click Orders Awaiting Delivery.

  3. Click View Detail beside the order that you want to track.

  4. Click Refresh to see the latest status of your order, or visit the courier's website and type in your order's tracking number.

Need some screenshots and details to direct you a little better?  No problem!  Read on for expanded instructions.

Detailed instructions for how to track an AliExpress order

  1. Go to www.aliexpress.com in your web browser and log in.

  2. Move your mouse cursor over your name in the top-right corner and click My Orders.  Then, click the Orders Awaiting Delivery heading.  (If you can't find the order that you want to track here, try the Orders Awaiting Shipment heading instead.)

    How to check the status of your AliExpress orders

  3. Find the order that you want to track, and near its shipping status, click View Detail.

    How to get more details on an AliExpress order status
    (Image source: AliExpress)

  4. You will see your order's shipping provider, tracking number, and delivery status details.  To update these details, click Refresh.

    How to get tracking information on your AliExpress order
    (Image source: AliExpress)

    If you want more specific details, go to the shipping provider's website (the "Details" section here may provide you with a hyperlink to there that you can click) and enter your tracking number there.

Note that it may sometimes take up to 3 days for a courier to change your tracking information, and that your order's tracking number may change.  If, after 3 days, you cannot get any tracking information for your order, or you have entered your order's tracking number on the courier's website and cannot match it with your order, get in touch with the seller.  They may be able to figure out where your order is.

That's a quick explanation of how to track orders on AliExpress!  Next up, we're going to cover AliExpress's return policies, including what you should do if you want to return an item or order to a seller!


How to Buy from AliExpress

To buy from AliExpress, just log into your account at www.aliexpress.com, find some items that you want to buy and add them to your shopping cart, check out by selecting your shipping and payment options, track the delivery, and then confirm that your order made it to you (and in good condition) when it arrives.

This tutorial will cover the process from picking something out to making sure that it arrives safely at your door. Note that we’ll be covering the processes of entering your shipping and billing information.  If you’ve done that already (say, from having made a purchase on AliExpress before), you can skip those steps.

To shop on AliExpress:

  1. Open your web browser and go to www.aliexpress.com.  In the upper-right corner, click Sign In.

    Signing into AliExpress

  2. Click in the box labelled “Account” and type in the email address that you used to sign up for AliExpress.  Then, click in the box labelled “Password” and type in the password that you picked to protect your AliExpress account.  Then, click in the box labelled “Verification Code” and type the distorted letters that you see to the right of it (they aren’t case-sensitive).  When you’re finished, click Sign In.

    The AliExpress sign-in form

  3. Now that you’re signed into AliExpress, it’s time to find something to buy.  Let’s say that we’re looking for a new pair of running shoes, either for ourselves or as a gift for a sports lover in our life.

    How to browse AliExpress item categories

    Move your mouse cursor into the category menu on the left, and pick Sports & Outdoors.  This will open another box with further options; click Running Shoes.

  4. Scroll down the screen until you find an item that you like.  When you do, click on its name to go to its information page.

    How to select an AliExpress item

  5. Once you’re on the item’s information page, read its specifications carefully, including buyer feedback and seller stipulations.  If you decide that you want this item, use the options near the top-left portion of the page to select any applicable options (size, colour, quantity, etc.).  Then, click Buy Now if this is the only item that you want to buy right now, or click Add to Cart to add this item to your virtual shopping cart and keep looking for more things to buy.

    How to add an AliExpress item to your shopping cart

    (NOTE: if you choose to simply add an item to your cart and continue shopping, repeat steps 3 through 5 to add more items.  To check out, click Cart in the main menu near the top of the screen, and then click Buy All.)

  6. Once you decide to check out, you will need to input your shipping information and confirm your shipping options.  Let’s get your shipping information set up first.

    How to set up your AliExpress shipping details

    Below where it says “Please Fill In Your Shipping Information”, click in each of the boxes and drop-down menus highlighted in the screenshot above and type in or select:

    – A name that someone can use to identify you when contacting you
    – The country or region in which you live
    – Your street address (your unit address is optional)
    – The city in which you live
    – The state, province, or region in which you live
    – Your mailing code
    – Your telephone number OR mobile phone number (one or the other)

    When you’re finished, click Save and Ship To This Address.

  7. Now, you’ll need to confirm shipping options for each of the items in your order.

    How to select your AliExpress shipping options and apply coupons

    Beside the quantity box for each item, you can click the drop-down menu to display your shipping options (and the cost of each of them).  Click the button beside the option that you want, and then click OK.

    Also, you can click the check boxes beside “Apply AliExpress Coupon” and/or “Apply Seller Coupon” and select a coupon to decrease the price of your order; click Apply if necessary (see our AliExpress Coupons article for more information).  When you’re ready to move on, click Place Order.

  8. Next, you need to enter your billing details in order to pay for your items.

    How to pay for your AliExpress order
    (Image source: AliExpress)

    Start by clicking the button beside the payment method that you wish to use; we’ll assume that you want to pay with a credit card.  To the right, click in each of the boxes highlighted in the screenshot above and type in:

    – Your first name
    – Your last name
    – Your credit card number
    – The month that your credit card expires
    – The year that your credit card expires
    – Your credit card’s security code

    When you’ve entered all of your information, click Pay My Order.

How to confirm delivery of your AliExpress order

  1. When you pay for your order, your payment will be held within AliExpress’s secure “Escrow” system.  It will not be released to the seller until you have received your order and deemed it satisfactory.

    If you have done so, you can begin the process of confirming your order by going to www.aliexpress.com and logging in.  To confirm that you have received your order, move your mouse cursor over your name in the upper-right corner and click My Orders, and then in the table that appears, click Awaiting Delivery.

    How to check the status of your AliExpress orders

  2. Find the order that you wish to confirm in the list, and click Confirm Order Received beside it.

    How to confirm delivery of an AliExpress order

    (Image source: AliExpress)

  3. Click Submit if you are sure that you want to confirm delivery of your order.  Remember that you can no longer open a dispute against the seller over this order if you do this.

    Submit confirmation of your AliExpress order delivery
    (Image source: AliExpress)

That’s a start-to-finish guide on how to buy from AliExpress!


How to Sign Up for AliExpress

Before you start shopping (or doing much of anything, for that matter) on AliExpress, you're going to need to sign up for an account.  This tutorial will walk you through getting one set up.

To create an AliExpress account:

  1. Go to www.aliexpress.com and click Join.

  2. Enter your email address, complete the security test (use the slider, type the letters, and click Submit), and click Next.

  3. Log into your email client, open your account confirmation email, and click Continue.

  4. Enter your name, select a password, and click Confirm.

Now, for those of you who want to see how it's actually done, below are full instructions with screenshot images to help guide you.

Detailed instructions on how to join AliExpress

  1. Go to www.aliexpress.com in your web browser.  Above "My AliExpress" on the right-hand side, click Join (or click Join Free in the drop-down menu that appears).

    Button to join AliExpress

  2. First, you will have to enter your email address and verify it.

    Entering your email address and verifying your AliExpress account

    Click in the box labelled "Email" and type in your email address.  Then, where it says "Verification", click and hold the mouse button down on the slider on the left, and then move your mouse to the right until a new box appears.  Click inside the text box there and type the distorted text that you see, and then click Submit.  Finally, click Next.

  3. AliExpress will send you an account confirmation email.  Go to your email client, log in, find the email titled "Please Confirm Your Email Address on AliExpress.com!", and click it to open it.

    Confirming the email address for your AliExpress account

    Once you have the email open, click the Continue button within it.

  4. Now that you have verified your email address, you need to enter your name and select a password.

    Completing the creation of your AliExpress account

    Click in each of the boxes highlighted in the screenshot above and type in:

    – A password to protect your account with
    – A copy of the password that you chose
    – Your first name
    – Your last name

    Once you have all four boxes filled in, click Confirm.

You should be redirected to the AliExpress home page.  Congratulations on signing up for an account!  Our next tutorial will show you step-by-step instructions of how to start shopping!