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 enter a valid shipping address when placing your order. The On-Time Delivery service can only be used with payment methods accepted by SHEIN.
With our On-Time Delivery service, if your order is not delivered by the estimated delivery date, we will, at SHEIN's sole discretion and subject to the limitations listed below, provide you with 100 SHEIN Points. SHEIN Points or promotional wallet balance will be issued to your SHEIN user account within 2 business days after the estimated delivery date is not met (for COD orders, after delivery), and will expire within 30 days of the issuance date. You can view your points and balance in your SHEIN digital wallet. Please use these points and wallet balance before they expire.
The estimated delivery date is the latest date range included in your order confirmation email. The date the package is delivered to your address is determined by the tracking information provided by our carrier. As local tracking and logistical obstacles may make delivery tracking difficult in certain regions, SHEIN reserves the right to determine the necessity of providing the service at its sole discretion.
We will provide you with 100 SHEIN Points only in the following circumstances (at SHEIN's sole discretion and subject to change):
● If we ship your entire order in one package and that package is not delivered by the estimated delivery date● If we ship your order in multiple packages and one of the packages (in that order) is not delivered by the estimated delivery date● If we combine multiple orders into one package and that package is not delivered by the estimated delivery date of one of the orders in the package (excluding reshipped packages) 1. Force Majeure Events
The On-Time Delivery service does not apply to situations where the order cannot be delivered on time due to unforeseen events beyond our reasonable control, including but not limited to:
● Natural disasters: storms, floods, earthquakes, fires, epidemics, etc.● Government actions: laws, regulations, or restrictions issued by government or public agencies● Customs clearance: changes in customs clearance laws or policies● Social events: strikes, lockouts, riots, wars, terrorist attacks, government actions, or declarations of regional or national emergency● Logistical obstacles: freight forwarder strikes, transportation equipment failures, or other transportation delays● Infrastructure failures: telecommunications outages, power outages, or inadequate transportation services The determination of whether an event constitutes force majeure is solely at SHEIN's discretion.
2. Address or Operational Issues
The "On-Time Delivery Service" does not apply to orders where delivery fails due to the following reasons:
● Providing an incomplete or incorrect recipient address or postal code● Package delays or undeliverable packages caused by the user's failure to pay relevant taxes and fees in a timely manner● Packages returned to sender, or delivery failures due to the recipient being absent 3. Attempted Delivery or Special Circumstances
If the carrier attempts delivery on or before the promised delivery date but is unsuccessful (e.g., delivered to a parcel locker or post office for pickup), it is considered delivered. Other exceptions include:
● You request a change in delivery time● Delivery failure attributable to the recipient (e.g., unable to be contacted, relocated to a new address, or refused to accept the goods)● No compensation will be provided if the first delivery attempt for a Cash on Delivery (COD) order is completed on or before the latest estimated delivery date 4. Special Package and Account Issues
● All packages of the same order (excluding reshipped items) have been delivered on time● Specific packages involved in promotional activities● Order has been fully refunded● Each order, regardless of the number of packages, is only eligible for the On-Time Delivery service once● Compensation will not be issued again if it has already been provided through customer service assistance● The order is not linked to a valid SHEIN user account● The account has been suspended, terminated, or is in an abnormal state ● Redemption: 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 order total (excluding taxes, shipping, and insurance fees)● The system will prioritize using points that are about to expire at the time of payment● Points balances cannot be transferred between different SHEIN websites. You can view your points balance on the points history page The use of SHEIN Points is subject to the following policy:Points Policy If you have any questions or concerns, please contact our online customer service.
We are committed to ensuring every order is delivered on time, but occasional delays may occur due to factors beyond our control.
Thank you for your understanding and cooperation.