dLocal Customer Service Portal


How long does it take for payments to be processed?

This depends on the chosen payment method:
  • Cash payments: 1 to 2 business days (It does not include Holidays, Saturdays or Sundays)
  • Bank transfers: 24 hours.
  • Credit card: Immediately.
In case the deadline for confirming your payment has passed, please send us the proof of your payment so we can verify it via this form.

My cards are being rejected at the checkout page. How should I proceed?

Most payment rejections are not from us, but rather from your card's issuing bank. We recommend you to check with your bank to verify if your card is enabled for online purchases, if you have available balance to make the corresponding purchase, and in case you are trying to make a purchase on a website that is not from your country, that the card is available for international purchases.

I paid and I haven't received the product yet.

dLocal is only an intermediary that processes payments from customers to SHEIN. We don't have access to their products or their shipping status, so it is best for you to communicate with SHEIN to know your purchase status.

How do I track my order?

To track your order, please follow these steps:
  1. 1.
    Enter SHEIN on your mobile device or computer.
  2. 2.
    Go to your profile on “Me”
  3. 3.
    Go to “Sent” in the section “My orders”
  4. 4.
    You will be able to see your orders, so to check their status, click on “Track” There you will find your tracking code as well as other information.
Remember: Only the orders that have been sent and have the “sent” status will be able to track.

How long will it take to receive my refund from SHEIN?

To receive a refund from SHEIN, you need to return the items you do not want. Once SHEIN receives it, they will verify its conditions, which could take between 25 to 30 business days. After the verification process, SHEIN will authorize the refund and this process could take about 5 more business days.

How does the credit card refund work?

If you have made your purchase using your credit card, the refund will be added automatically to that same card you have used. Once your refund has been authorized by SHEIN, please keep in mind that it may take up to 15 business days until you can see the refund processed in your account.

I have not received my refund; what should I do?

If you have requested a refund and you have waited 15 business days to be processed, please reach out to us, so we can check the situation and find a solution to your problem. You can contact us through here by sending us a proof of payment and we will be contacting you very soon.

Do you have any other requests regarding SHEIN?

Visit SHEIN Customer Support:

Any other questions?

If you couldn't find an answer to your question, we're here to help! You may get in touch with us by clicking on the button below: