Buyer protection
What is Buyer Protection
Buyer Protection is guarantees provided by AliExpress.com that enables buyers to shop with confidence on their website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
- The item you received that was said to be genuine, was fake.
Who is eligible for Buyer Protection?
Only customers who have purchased items on AliExpress.com, are eligible for Buyer Protection.
Any payment made to a seller outside AliExpress.com, is not protected by us. If a seller does ask you to make a direct payment to him/her (e.g. via PayPal or via Bank Transfer), report them to us immediately.
Current forms of payment on AliExpress.com includes:
- Visa
- MasterCard
- QIWI
- Western Union
- Bank transfer
You can also pay with select debit cards like:
Maestro
The following cases are not covered by Buyer Protection:
Fraudulent charges to a credit card. If you notice any charge to your account that you did not authorize, report it to your credit card company.
Orders or payments made outside of AliExpress.com.
Claims that an item was not delivered when the shipping company’s records show that it is.
Claims that an item is not as described when the seller can prove that it is.
Items that were delivered and are as described, but the buyer no longer want the product. However, if the seller has offered the “Extra Returns” guarantee, you will still be protected.
I am not satisfied with the product. What can I do?
If you are not satisfied with the product you received, you can open a dispute before the order is closed. You may follow the below steps to Open Dispute:
- Sign in to “My Orders” section of your AliExpress account
- Locate the relevant order
- Click the Open Dispute button
- Submit your refund request
Please be advised to open a dispute before the deadline, or the order will be completed with your payment being released to the supplier.
Also, you may have an open communication with your supplier and agree on a mutual refund solution. To contact the supplier, you may go to the product detail page or shop and click Contact Now to send a message. You can also click Chat Now! Then you are chatting in real time with suppliers which are online, using our instant messenger, TradeManager.
Shipping & Delivery
Supported shipping methods
Currently suppliers can choose from eight express shipping options: TNT, EMS, UPS, FedEx, DHL, China Post, Hongkong Post and S.F. Express.
Since the shipping methods are set up by the suppliers, you are advised to directly contact the supplier for more shipping information. To contact the supplier, you may go to the product detail page or shop and click Contact Now to send a message. You can also click Chat Now! Then you are chatting in real time with suppliers which are online, using our instant messenger, TradeManager.
Customs & import taxes
Bought products may need to clear customs in your country.
Please check if your order will incur additional import duties, taxes or other customs related charges.
Import duties, taxes or other customs charges will be collected by the shipping company upon delivery.
Suppliers are not responsible for delays caused by the customs department in your country.
Additional costs or delays may occur during international trade. We sincerely hope that you do not use additional import costs or customs clearance delays as a reason for requesting refunds or leaving negative feedback.
VAT
You must pay VAT on products you buy abroad. The VAT is collected by the seller and appears on the invoice.
Shipping cost
All courier services and shipping fees are set up by suppliers. Suppliers can choose from eight express shipping options: TNT, EMS, UPS, FedEx, DHL, China Post, Hongkong Post and S.F. Express. Shipping fees are automatically calculated on the basis of weight, size and volume.
If you feel the shipping fee is too high for an item you would like to order, you may contact the supplier regarding shipping cost.
If the supplier agrees to change the shipping cost, he/she can modify the amount as per agreement before payment. Or you may also choose alternative shipping methods to lower the shipping cost.
Shipping time
Currently suppliers can choose from eight express shipping options: TNT, EMS, UPS, FedEx, DHL, China Post, Hongkong Post and S.F. Express.
In addition, delivery time varies depending on country and courier service. For information regarding delivery time, please directly contact the supplier.
How to search products?
Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.
How are shipping costs calculated?
Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical.