Shein Misses Delivery Deadline and Refuses Full Refund

I placed a Shein order on 13 January 2026 to be delivered in South Africa, with order number GSH1TP34600NJNM. The total order value was R2,259, with a discount of about R427 applied. The promised delivery date for this order was 30 January 2026, and according to Shein’s own policy, there should be a full refund if the parcel is not delivered within two days after the delivery deadline. My parcel was not moving at all once it landed in South Africa, and there was no proper progress until I started following up around the “number 99” status. Only then did the courier suddenly start running around to try to deliver it, but they still failed to deliver the parcel within the two days after the original cut‑off date. Despite this, the delivery date was adjusted without my consent, even though I had not agreed to any new date, and I had already lost confidence in the delivery. The courier company even claimed failed delivery attempts due to weather, and then said that no one was at home, which is not true. There were no such problems with my previous orders, and my daughter, who placed her Shein order two weeks after mine, received her parcel very quickly via Buffalo without any delivery issues. Because of these repeated issues and delays, I clearly informed the courier that I reject the parcel and that it must be returned. I do not want it anymore. I have been in contact with Shein customer service via in‑app chat and email, mainly dealing with a representative named Merryl, but each time I am told that they are “following company rules,” even though the company policy states that a full refund will be issued two days after the missed delivery date. Instead of applying that policy, they changed the delivery date without my approval and keep giving new excuses. I have screenshots of the conversations and the courier’s misleading claims. I am extremely unhappy with how this matter has been handled. I request an immediate full refund of R2,259 to my Shein Wallet, as well as the 500 bonus points that are promised if an order is not delivered within the specified time, in line with Shein’s own policy. Since I have already rejected the parcel and asked for it to be returned, I do not want this order delivered under any adjusted date.