Shein Order Stuck at “Arrived at Airport” With No Updates Since January 7
My Shein order numbered GSO1TB26U00NH6P includes two items with a total value of approximately $9 USD. Since January 7, the tracking status has shown “arrived at airport”, but there has been no movement or update since that date. In my previous orders, the shipment status never stayed at the same stage for this long.
Because of this delay, I am experiencing significant inconvenience. When I contacted Shein customer service, they told me that they do not handle the customs process and were unable to provide any clear information, which means I cannot find out the current status of my shipment.
I request detailed and up-to-date information regarding the customs and shipping process for my order and ask that the shipment be expedited as much as possible.
Progress
On January 4 I placed an order for clothing through Shein. On January 7 the package, according to the tracking information, arrived at the destination airport and appeared to have entered our country. However, since that date there has been no progress and, although my items have been shown at the airport since January 7, I have received no information at all.
A few days ago I saw in the system that, on the grounds that the delivery date had passed, my order was cancelled and the refund process was started without any consultation with me. I wanted the products, not a refund. If there really was a problem at customs or the airport, why was I not informed? And if there was no such problem, why was the refund process initiated without my consent? I received no explanation about this.
When I contacted customer service, I was given only an automatic reply stating “the order was refunded because the estimated delivery date has passed.” Yet this should have been entirely my choice; the decision to wait or not should have been up to me. Currently the system shows the refund as “processing,” and the amount has not yet been credited to my card.
I request that Shein explain why the process concerning my items was carried out in this manner without my knowledge or approval, and, if possible, resend my order with the same items, or otherwise provide a solution that remedies my grievance.