If you placed an order on AliExpress and it has not arrived, there are a few steps you can take:
- Check the estimated delivery date for your order. If the delivery date has not yet passed, it is possible that your order is still in transit and will arrive soon.
- Check the tracking information for your order. If the tracking information shows that your order has been delivered, but you have not received it, you may need to contact the carrier (e.g. China Post, EMS, DHL) to inquire about the missing delivery.
- If the estimated delivery date has passed and there is no tracking information available, or if the tracking information shows that your order was never delivered, you can contact the seller to request a refund or a replacement. To do this, you can go to the “Order Details” page for the relevant order, click on the “Contact Seller” button, and send a message explaining the issue. The seller may ask you to provide additional information, such as proof of non-delivery, in order to process your request.
- If the seller does not respond or is not able to resolve the issue, you can file a dispute with AliExpress to request a refund. To do this, go to the “Order Details” page for the relevant order, click on the “Open Dispute” button, and follow the prompts to submit your dispute. AliExpress will review your case and may be able to provide a resolution, such as a refund or a replacement.
Why can’t I open a dispute on Aliexpress?
There are a few reasons why you might not be able to open a dispute on AliExpress:
- The dispute period has expired. AliExpress allows buyers to open a dispute within 15-45 days of delivery, depending on the type of order. If this time period has passed, you will no longer be able to open a dispute.
- You have already opened a dispute for the same order. AliExpress only allows one dispute to be opened per order. If you have already opened a dispute and it has not yet been resolved, you will not be able to open another dispute for the same order.
- The order has already been closed. If the order has been closed (e.g. because the seller has issued a refund or the buyer has accepted the delivery), you will no longer be able to open a dispute for that order.
- There is a problem with your account. In some cases, AliExpress may restrict your ability to open a dispute if there are issues with your account, such as a history of fraudulent activity or a high number of disputes.
If you are unable to open a dispute and believe that you should be able to, you may need to contact AliExpress customer support for assistance. They should be able to help you resolve the issue and determine why you are unable to open a dispute.
I ordered some goods from China and for some reason they have the same track number. What happened?
It’s simple – we combined the items you ordered into one parcel. This way, they will reach your city faster from China. Another plus – goods in one parcel, which means you do not have to go to the post office several times or wait for a courier.
Why does the status “Delivered” appear, although I still haven’t received the parcel?
The carrier is currently delivering your parcel. Please wait a while or contact your local post office or the carrier in the destination country.
- Contact details of local post offices in some countries
| Country | Telephone |
| Mexico | +52 55 53 85 09 67 |
| United Arab Emirates | +971 600599999 |
| Saudi Arabia | +966 920001144 |
| Italy | 803160 (green line for land-line telephones) |
| Brazil | 0800 725 0100 |
| Ukraine | +380 44 235 33 81 |
| Spain | 902197197 |
| Poland | +4822 548 15 06 |
| France | 0969 391 391 (Chronopost); 0825 878 888 (Coliposte) |
| Chile | 600 950 2020; 562956 0303 |
| Turkey | +90 212 337 10 30 |
| America | +1 800 222 1811 |
| Russian Federation | +7 495 744 55 44 |
- Destination country carrier information – you can check the tracking number at https://global.cainiao.com/. Then click on the highlighted box to go to the official website for contact details.
How do I track my package on Aliexpress?
To track a package on AliExpress:
- Go to the AliExpress website and log in to your account.
- Click on the “My Orders” tab in the top menu.
- Find the order that you want to track and click on the “Order Details” button.
- Scroll down to the “Delivery Information” section and find the tracking number for your package.
- Click on the tracking number to open the tracking page for your package.
- On the tracking page, you should be able to see the current status of your package, as well as a detailed tracking history. The tracking page may also provide an estimated delivery date and a list of any additional services (e.g. insurance, signature on delivery) that have been applied to your package.
If you are unable to track your package or the tracking information is not updating, you may need to contact the seller or the carrier (e.g. China Post, EMS, DHL) for assistance. They should be able to provide you with more information about the whereabouts of your package.
What if the delivery information is no longer traceable?
| Logistical information | Carrier | Resolution |
|---|---|---|
| Parcel arrived in destination country/ Parcel dispatched from sender’s country/ Parcel is handed over to the air carrier | Cainiao Super Economy | The logistics information may no longer be up to date. Usually the buyer receives the parcel within 30 days after this status. Be patient and wait. If the buyer’s protection period ends soon and the parcel still hasn’t arrived, don’t forget to open a dispute. |
| Cainiao Super Economy Global | ||
| Cainiao Super Economy for Special Goods | ||
| Cainiao Expedited Economy | ||
| China Post Ordinary Small Packet Plus | ||
| SF Economic Air Mail | ||
| SunYou Economic Air Mail | ||
| Yanwen Economic Air Mail | ||
| 4PX Singapore Post OM Pro | ||
| AliExpress Saver Shipping | The parcel is on its way and, in most cases, it will be delivered within the stated time frame. You can check again after a few days using the tracking number on the order details page. | |
| AliExpress Standard Shipping | ||
| AliExpress PUDO Shipping | ||
| Aliexpress Direct | ||
| Cainiao Heavy Parcel Line | ||
| Cainiao Standard For Special Goods | ||
| China Post Air Parcel | ||
| China Post Registered Air Mail | ||
| AliExpress Premium Shipping |
What if the parcel is detained by customs?
If an AliExpress parcel is held up by customs, it means that the package is being held by the customs authorities in the destination country for inspection. This can happen if the package contains items that are restricted or prohibited in the country, or if the customs authorities have concerns about the contents or origin of the package.
If your AliExpress parcel is held up by customs, you should receive a notification from the carrier (e.g. China Post, EMS, DHL) or the customs authorities with information about the hold. This notification may include instructions on how to proceed, such as paying any applicable duties or taxes or providing additional documentation.
If you do not receive a notification or if you have questions about the hold, you can try contacting the carrier or the customs authorities for more information. You can also contact the seller to inquire about the status of the order and to see if they can provide any assistance.
In some cases, the customs authorities may decide to release the package and allow it to be delivered to you. In other cases, the package may be seized and not delivered. If this happens, you may be able to request a refund or a replacement from the seller, depending on the terms of the sale and the seller’s policies.
If the seller is uncooperative in providing the document, open a dispute on the order page, attaching an official document from the local customs control authority to clarify the reason for the detention so that AliExpress can intervene.
Here are the contact details of the customs control authorities in some countries:
| Country | Contact |
|---|---|
| Mexico | (+52 55) 51 33 07 15 |
| United Arab Emirates Dubai | Dubai: (+971 4) 337 4546 / 2146；Abu Dhabi: (+971) 2633 4832 |
| Saudi Arabia Riyadh | Riyadh: (+966) 1 289 8217；Jeddah: (+966) 2 627 9033；DMM: (+966) 3 842 8665 |
| Italy | (+39 03) 3166 24 73 |
| Brazil | (+55 11) 2112 7267 |
| Ukraine | (+380 44 ) 245 62 20 |
| Russian Federation | (+375 17) 222 72 47/ 222 72 28 |
| France | (+34 91) 396 42 32, (+33 1) 5501 3812 |
| Poland | Warsaw: (+48 22) 548 14 31；Bitom: (+48 32) 281 82 80 / 89；Poznan: (+48 61) 869 72 61；Szczecin: (+48 91) 434 37 83 |
| South Korea | (+8232) 743 9741 |
