© GetHuman Inc.

AliExpress Customer FAQ

Top Answers & How-to Guides

How do I Contact AliExpress Customer Service?

The question we are asked most often is about how to talk to AliExpress customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

How do I recover my account access to AliExpress?

If you are locked out of your AliExpress account don't worry. This guide will show you exactly what you need to do to recover...

What payment methods are accepted on AliExpress?

AliExpress provides numerous payment methods, including major credit and debit cards like Visa and MasterCard, as well as local...
Ask any question you have about AliExpress customer service, get an answer now.

Recent AliExpress Customer Questions

How do I know which courier is used regarding my order.

You can check the shipping information provided in your order details. After your order is shipped, you will receive tracking information that usually includes the name of the courier. This information is available in your AliExpress account under the order details section.
Asked Jun 30, 2025 12:21 PM

Why can’t I place an order or find previous order history?

If you are unable to place an order or access your previous order history, it may be due to account issues, such as being logged out or restrictions on your account. Ensure that you are logged in to your account properly. Additionally, check for any notifications or alerts regarding your account that may affect your ability to shop. If you continue to experience issues, it may be related to technical difficulties on the platform.
Asked Jun 21, 2025 2:01 PM

When I log in, I get a message saying I am penalized and cannot access my account.

This penalty may occur due to violations of AliExpress policies, such as fraudulent activities or multiple canceled orders. To resolve this issue, please review the relevant policies. You may be able to appeal the penalty or find information on how to reinstate your account. Check the link on this page for the most up-to-date contact information to get further assistance.
Asked Apr 22, 2025 10:02 AM

Stuffs were ordered from my debit card ending with number 2501. I didn't ordered anything, nor gave anybody permission to use my card.

If you notice unauthorized transactions on your debit card, it is crucial to contact your bank or card issuer immediately. They can help you dispute the charges and protect your account from further unauthorized use. Additionally, review your account activity for any other suspicious transactions.
Asked Apr 20, 2025 5:17 PM

I had ordered screen protector and from February it is showing “Package still in transit” and we will let you know in 10 days but nothing happens after 10 days

If your package is still showing “Package still in transit” after an extended period, it's best to check the tracking information again for any updates. If there are no changes, consider opening a dispute through AliExpress to request a refund or a resolution. Ensure you provide all relevant details regarding your order to expedite the process.
Asked Apr 11, 2025 1:38 AM

Help me with my AliExpress customer service issue

Order Issues

What can I do if my AliExpress order is missing?

If you have ordered item(s) from AliExpress and they have not delivered, there are a few steps you can take to find it.

How do I open a dispute about a seller on AliExpress?

Sometimes we make purchases and aren't happy with them. Sometimes it can be the result of dealing with a seller that won't...

What happens when purchase protection ends on AliExpress?

If your purchase protection has ended or is going to end, don't fret. We'll guide you through everything that you need to know.

How do I return an item to AliExpress?

AliExpress provides a way to return purchases, either through their Free Return service or the seller's return policy. For...

How do I get a refund from AliExpress?

AliExpress customers may need to request refunds for various reasons such as defective items, late delivery, or poor service....

Can I cancel an order on AliExpress?

An order can be canceled on AliExpress if it has not yet been processed or shipped. Buyers should quickly access the order...

Can I return a product if I simply changed my mind?

AliExpress allows returns for changed minds under their "Buyer Protection" policy, but terms can vary by seller and product....

Tracking and Refunds

How do I track my AliExpress orders or packages?

Ordered something from AliExpress and want to see where it is or when it's going to be delivered. Look no further, we can help...

How long does it take to receive a refund from AliExpress?

Refunds from AliExpress usually take around three to seven business days to reflect in your account after being approved....

Account and Payments

How do I recover my account access to AliExpress?

If you are locked out of your AliExpress account don't worry. This guide will show you exactly what you need to do to recover...

What payment methods are accepted on AliExpress?

AliExpress provides numerous payment methods, including major credit and debit cards like Visa and MasterCard, as well as local...

Shopping Safety

Is it safe to shop on AliExpress?

Shopping on AliExpress can be safe with proper precautions. While it features many trustworthy sellers and offers buyer...

Can I change or add items to my order after I have placed it?

Once an order is placed on AliExpress, changing or adding items is generally not permitted. You may cancel the order if it has...

What is Buyer Protection on AliExpress?

Buyer Protection on AliExpress aims to improve customers' shopping experiences by offering safeguards for their purchases. It...

Do I need to pay customs fees when ordering from AliExpress?

When ordering from AliExpress, customs fees may apply based on the destination country's regulations, including specific...
We look to the AliExpress issues that customers have reported to GetHuman to decide which questions are the most common and how much time to spend researching how to solve them.
AliExpress issues reported to GetHuman
Was this page helpful?YesNeeds work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!