Return Policy

Buyer protection

Buyer protection allows you to get a refund within the protection period if your item doesn't arrive, arrives damaged, or arrives not as described.

How long does buyer protection last and how can I initiate a return/refund?

It lasts 15 days from the moment you confirm receipt of your item.Any item with the label "Buyer protection" on its detail page is covered, with the exception of:
• Items that you have damaged yourself
• Personalised and custom-made items
• Perishable items (such as flowers)
• Items unsuitable for return due to hygiene or health reasons.
Learn more on the exceptions here.
If there’s a problem with your item, follow these steps:

Contact store

Let the store know what the problem is and upload any supporting info if needed (images, screenshots etc), to help you reach a satisfactory solution with them.

Make a return/refund request

If you can’t come to an agreement or get no answer, go to Account > Orders, find the relevant order and make a refund only or a return & refund application.

Get refunded

Choose the reason for return/refund from the list provided, upload any supporting info needed (pictures, videos, etc), and submit your application. You can check back regularly under the returns/refunds tab on Orders to see the progress of your application.

If an item needs to be returned, who pays the return cost?

• If you decide to return an item due to a change of mind, then it will be up to you to cover the return cost.
• If an item is defective, arrives not as described, or it's the incorrect item, then it will be up to the store to cover the return cost.

When will I receive my refund?

• Refunds can take 1-10 working days to arrive dependent on your original payment method
• Any due refund can be sent to your original payment method

What other scenarios fall under Buyer protection?

There are two other situations in which you can use and benefit from the Buyer protection service:
1 - When sellers break their promises, either related to:
● transaction or after-sales services, such as a failure to follow up with the warranty on your order as promised or as required by any relevant laws and regulations
● or logistics and delivery services, such as asking you to pay additional shipping costs after your order's been placed, or not sending your order using the agreed shipping method and/or route, logistics services, express delivery companies, etc.
2 - When there is a case of unacceptable behavior from sellers that could affect your rights as a shopper, and/or the use of abusive language during any communication with you.
* If you experience any of the above while using AliExpress, please contact our Help center .


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