AliExpress Support: Your Quick Connect Guide

We have all been there – that sinking feeling when an online order does not go as planned. Maybe your package is lost in transit, or the item you received is not what you expected.

Dealing with customer support for a huge marketplace like AliExpress can add to the frustration. Do not worry; help is available!

This guide will provide clear steps on how to contact AliExpress customer support and get the help you need.


If you are a frequent AliExpress shopper, chances are you might encounter a situation where you need to reach out to their customer support team.

Here is a breakdown of the most common reasons why users seek assistance:

Order Issues

  • Item not received: Unfortunately, shipping delays or lost packages can happen, especially with international orders. If your expected delivery date has passed and you still haven’t received your item, it’s time to contact AliExpress support.
  • Damaged or incorrect product: If you receive an item that’s damaged, doesn’t match the description, or is simply the wrong thing entirely, you’ll likely want a replacement or a refund. AliExpress support can guide you through the process.
  • Delays in shipping: Sometimes packages get stuck in transit for longer than expected. If the tracking information hasn’t been updated in a while or the shipping time seems excessive, contacting support can help you clarify the situation.

Refunds and Returns

  • Initiating a return process: If you’ve changed your mind about a purchase or need to return a defective item, knowing how to initiate the return process is key. AliExpress support can explain the steps and any applicable policies.
  • Understanding refund policies: Each seller on AliExpress might have slightly different refund policies. Customer support can provide clarity on timelines, eligible reasons for refunds, and how the money will be returned to you.
  • Tracking refund status: Once you’ve initiated a refund, it can take some time to process. If you’re concerned about the status or the refund timeline, AliExpress support can offer updates.

Account Management

  • Password resets: Forgetting your password is frustrating! AliExpress support can assist in resetting your password so you can get back to shopping.
  • Changing address or payment info: If you’ve moved or need to update your payment information, customer support can help you make those changes to your account.
  • Security concerns: If you suspect fraudulent activity on your account or have concerns about security, it’s important to reach out to AliExpress support immediately.


AliExpress offers several ways to get in touch when you need help. Here is a breakdown of the main channels and when to use each one:

Eva – The AliExpress Chatbot

  • What is Eva? Eva is an AI-powered chatbot designed to help answer common questions and provide quick assistance.
  • When to use Eva: Eva is great for simple inquiries like order tracking, basic return information, or finding help articles within the Help Center.
  • How to access Eva: You can usually find a link to chat with Eva on most AliExpress pages. Look for a chat bubble icon or a “Help” section.

Help Center

  • What is the Help Center? The Help Center is a comprehensive self-service resource with FAQs, articles, and guides on various AliExpress policies and procedures.
  • When to use the Help Center: If you have a general question about how AliExpress works (shipping policies, buyer protection, etc.), the Help Center is a great place to start.
  • How to find the Help Center: There’s usually a link to the Help Center in the header or footer of the AliExpress website.

Dispute Process

  • What is a dispute? A dispute is a formal process initiated when you and a seller cannot reach an agreement about an order issue (like a refund or return).
  • When to open a dispute: You should only open a dispute after attempting to resolve the issue directly with the seller. If communication breaks down, or you feel the seller is being unreasonable, escalating to a dispute allows AliExpress to step in and mediate.
  • Step-by-step guide to the dispute process: The AliExpress Help Center will have a detailed outline of the dispute process. Be prepared to provide evidence supporting your claim (photos, communication with the seller, etc.).


Getting a quick and satisfactory resolution from customer support often depends on how well you communicate your issue.

Here are some tips to streamline your interactions with AliExpress support:

Gather Your Information

  • Order Numbers: Have your order number ready, as this is the primary way support staff will identify your issue.
  • Tracking Information: If your issue is related to shipping, provide the tracking number and any relevant updates.
  • Screenshots: For damaged items, incorrect products, or website errors, screenshots can be incredibly helpful in explaining the problem.

Be Clear and Concise

  • Simple language: Avoid overly complex language or slang. Focus on clearly stating the issue.
  • Direct Problem Statement: Start with a one or two-sentence summary of what’s wrong. (“My order never arrived,” “The item I received is broken,” etc.) Then, provide supporting details.
  • Number Your Questions: If you have multiple questions, number them for ease of response.

Use Translation Tools (If Necessary)

  • Reliable Translation: If English is not your first language, use reliable translation tools (like Google Translate) to ensure your message is clear and avoids misunderstandings.
  • Be Patient with Responses: Sometimes responses from customer support might also be translated, which can lead to slightly awkward phrasing. Be patient and focus on the core meaning of the response.

Additional Tip: While it can be frustrating when things go wrong with an order, maintaining a polite and respectful tone goes a long way in getting the best possible help from customer support.

Before You Go

Have you had a particularly positive or negative experience with AliExpress customer support? Share your story in the comments below!

Your experience might help other shoppers know what to expect and how to best navigate the support process.


How do I talk to a real person at AliExpress customer support?

  • While there’s no direct phone line, you can often connect with a live support agent through Eva, the chatbot. Start with your question, and if Eva can’t resolve it, ask to be transferred to a human representative.

Where is the AliExpress Help Center?

  • You can usually find a link to the Help Center in the header or footer of the AliExpress website or app. Look for “Help” or “Customer Support.”

What is the best way to get a refund on AliExpress?

  • First, try to resolve the issue directly with the seller. If unsuccessful, open a dispute through the AliExpress platform. Provide clear evidence (photos, tracking info, etc.) to support your refund request.

How long does AliExpress customer support take to respond?

  • Response times can vary. Eva the chatbot replies instantly. Inquiries through the Help Center might take 24-48 hours. Dispute resolution can take several days to a few weeks depending on the complexity.

Can I contact AliExpress support through social media?

  • While not the primary support channel, AliExpress does have a presence on platforms like Facebook and Twitter. You can try messaging them, but responses might be slower than using the official support channels on their website.

What if I don’t understand the response from AliExpress support?

  • If the response is unclear or seems poorly translated, politely ask for clarification. You can rephrase your question or request that a different support agent review your issue.

How do I track the progress of my support request?

  • AliExpress usually assigns a ticket number or case number to your support request. Use this to check the status of your issue, either through the Help Center or in your communication history with the support team.

Can I escalate a support issue if I’m not satisfied?

  • Yes, if you feel your issue is not being handled appropriately, politely ask to speak to a supervisor or a more experienced support agent.

Do I need to provide any specific information when contacting AliExpress support?

  • Yes! Always include these basics:
    • Order number
    • Item description
    • The exact problem you are encountering

What are the typical AliExpress customer support hours?

  • AliExpress offers 24/7 support through their chatbot. Live agent availability may vary depending on your region and the complexity of the issue.
Was this article helpful?

Similar Posts