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Tracking & Delivery
Estimated Delivery Time
Outside Of The Time Frame
Customs/Extra Duties
The whole parcel delivered but not received
Return & Refund
Processing
Payment
Account Issues
Pre-sale
Legal/Security&Privacy
Media/CSR
Suggestion/Dispute
What does "In transit to airport" mean?
What does "Arrived at Airport, Ready for Departure" mean?
How long will the "Arrived at Airport, Ready for Departure" status last?
Why hasn't the tracking been updated for a long time after departure?
Why hasn't my package been delivered after arriving at the destination airport?
What does "Prepared for customs clearance" mean?
Why does my package show "Prepared for customs clearance" before arriving at the destination country?
Do I need to provide any documents for customs clearance?
When will my package be delivered after customs clearance?
Why isn't the tracking updated immediately after customs clearance?
Can I request delivery at a specific time or location?
Can I switch to a different courier?
Why hasn't my package been delivered after being handed to the courier?
What should I do if my package is delayed ?
Why hasn't my package arrived even though the earliest estimated delivery date has passed?
What should I do if I'm not home when the package is delivered?
What happens if my package is not delivered before the latest estimated delivery date?
Is my package delivery slower than expected?
If it says "Out for Delivery," will I definitely receive it today?
What do I need to bring to pick up my package?
Where do I pick up my package?
What should I do if I haven't received a pickup code?
How long can my package be held / What happens if I don't pick it up?
Can I change the delivery to my home address instead?
Marked as delivered but not received
What if I accidentally tapped "Received"?
What should I do if the tracking shows delivered but the delivery address is wrong?
Can I speed up the delivery of my package?
What does "Shipped" mean in the tracking info?
Why isn't the tracking updated immediately after shipment?
Why was my order split into multiple packages?
Does departure mean I will receive my package soon?
How long will delivery take after arriving at the destination airport?
How long does customs clearance take?
What should I do if I have to pay customs duties?
Do I need to pay customs duties?
Why does it keep showing "Prepared for customs clearance"?
Why can't I change my delivery address?
When will my package be delivered?
How long will the order take to arrive?
My order/package status is abnormal.
I am not satisfied with the delivery service
Why can't I get in touch with the courier?
Why can't I find information about my package using the tracking number?
What is my tracking number?
What does the current status in package tracking mean?
Where is my order?
Why was my order divided into two or more packages?
Can I receive my order before a certain time?
Why has my package been stuck at "In transit to airport" for so long?
Why hasn't my shipping information been updated?
Why was my package returned?
Why is my order delayed?
The tracking service shows that the attempted delivery of my parcel was unsuccessfully. What can I do?
What happens if I am not at home when my package arrives?
Are the price increases due to the inclusion of taxes?
Has the return policy changed? Are there any additional taxes or fees for returns?
Do I have to pay customs?
Do I need to pay a €3 tax when placing an order?
Does the small parcel fee imposed on all packages from outside the EU starting July 1, 2026, apply to SHEIN orders?
Why was the custom charge not displayed at checkout?
Will my package be inspected by customs and charged customs duties?
Do you have warehouses in Europe? Are there no customs duties required for shipments from European warehouses?
Why have product prices become more expensive?
Are there any additional fee?
Why can't provide an invoice?
I notice that my package has been declined by the customs. What can I do?
Delivered but not received
Where is the delivery proof?