Description of the On-Time Delivery Service
The On-Time Delivery Service applies to all delivery options, including orders with free shipping. You must check the "On-Time Delivery" box at checkout and provide a valid delivery address when placing an order. The On-Time Delivery Service can only be used together with payment methods accepted by SHEIN.
With our On-Time Delivery Service, if your order does not arrive by the estimated delivery date, we will provide you with 100 SHEIN Points at SHEIN's sole discretion, subject to the restrictions listed below. SHEIN Points or promotional wallet credits will be issued to your SHEIN User Account within 2 business days after the missed estimated delivery date (for cash on delivery orders, they will be issued after delivery) and will expire 30 days after the issue date. You can view your points and credits in your SHEIN digital wallet. Please use these points and wallet credits before they expire.
The estimated delivery date is the most recent date range included in your order confirmation email. The date a package has arrived at your address is determined by the tracking information provided by our carrier. The need for the prerogative to provide the service at SHEIN's discretion, due to prevailing local tracking and logistical impediments that may make tracking deliveries arduous within specific regions.
We will provide you with 100 SHEIN Points (at SHEIN's sole discretion and subject to change), only in the following situations
- If we ship your entire order in a single package and the package did not arrive by the estimated delivery date
- If we ship your order in multiple packages and one of the packages (of that order) did not arrive by the estimated delivery date
- If we ship multiple orders in a single package, and that package did not arrive by the estimated delivery date of one of the orders in the package (reshipped packages excluded)
Scenarios not covered by the On-Time Delivery Service
1. Force Majeure Events
The on-time delivery service does not apply if the order cannot be delivered on time due to unforeseeable events beyond our reasonable control, including, but not limited to:
- 1. Natural disasters: storms, floods, earthquakes, fires, pandemics, etc
- Government actions: laws, regulations or restrictions issued by the government or public authorities
- Customs clearance: changes in customs clearance laws or policies
- Social events: strikes, work stoppages, riots, wars, terrorist attacks, government actions or declared states of emergency in regions or countries
- Logistical barriers: carrier strikes, shipping equipment breakdowns or other transportation delays
- Infrastructure failures: telecommunications outages, power outages or inadequate transportation services
The determination of whether an event is considered force majeure is at SHEIN's sole discretion
2. Address or Operational Issues
The on-time delivery service does not apply to orders with delivery failures caused by the following
- Providing an incomplete or incorrect shipping address or postal code
- Delays caused by users failing to pay related taxes or duties on time, resulting in delayed or undeliverable packages
- Packages are returned to the sender or delivery is unsuccessful due to the recipient's absence
3. Attempted Delivery or Specific Circumstances
If the courier attempts delivery on or before the promised delivery date but is unsuccessful (e.g., delivering to parcel lockers or post offices for pickup), it is considered delivered. Other exceptions include
- You request changes to the delivery schedule
- Delivery failures are attributed to the recipient (e.g., contact unavailable, relocation to a new address, or refusal of delivery)
- For cash on delivery (COD) orders, if the first delivery attempt is made on or before the estimated delivery deadline, no compensation will be provided
4. Special Packages and Account Issues
- All packages of the same order (excluding reshipped items) were delivered on time
- Specific packages participating in promotional activities
- Orders are fully refunded
- Each order, regardless of the number of packages, is eligible for the On-Time Delivery Service only once
- If compensation has already been provided with customer service assistance, it will not be reissued
- Orders are not linked to a valid SHEIN user account
- The account is suspended, terminated, or has an abnormal status
Points Description
- Conversion: 100 points = 1 USD
- Points are valid for 30 days and will automatically expire if not used within this period
- Points can be used to offset up to 30% of the total order price (excluding taxes, shipping fees, and insurance costs)
- The system will prioritize the use of points that are about to expire at checkout
- Points balances are not transferable between different SHEIN sites. You can check your points balance on the Points History page
The use of SHEIN points must comply with the following policy: Points Policy
For Assistance
If you have any questions or concerns, please contact our online customer service.
We are committed to ensuring the on-time delivery of every order, although occasional delivery delays may occur due to uncontrollable factors.
Thank you for your understanding and cooperation.