Trying to contact AliExpress can feel like a real quest, especially when you're dealing with common frustrations like delayed shipping or a refund that seems to have vanished. It's a huge marketplace, so getting a human can be tricky. Whether your issue is a missing package, a product that looks nothing like the TikTok video that made you buy it, or a billing dispute, you'll primarily be using their online Help Center and live chat. There isn't a simple phone number to call, but you can also try reaching out on social media platforms like Facebook or Twitter. For any issues, your first stop should always be the official site: Visit AliExpress.
Different Ways to Contact AliExpress
Navigating AliExpress support requires knowing where to look. Since you can't just pick up the phone and call, your options are digital. The best method depends entirely on what your problem is. A simple question is fine for the bot, but a serious issue like not receiving an expensive item needs a different approach.
| Contact Method | Details & Availability | Best for... |
|---|---|---|
| Live Chat / Bot | Available 24/7 via the Help Center on the website or app. | Urgent issues, order tracking, simple questions, and starting the process to reach a human agent. |
| Dispute System | Available within your order details for a limited time after purchase. | Item not as described, item not received, quality issues, and requesting refunds. |
| Social Media | Facebook, Twitter/X | Public complaints, getting a company's attention when other methods fail. |
| Help Center | Available 24/7 on the website. | Finding answers to common questions yourself without talking to anyone. |
Customer Support Channels
a. 📞 Phone Support
Let's get this out of the way. AliExpress does not have a public customer service phone number for general support. It's a common complaint, but their entire support structure is built around their online platform.
b. 📧 Email Support
Similar to phone support, there is no general customer service email address provided for shoppers. Email communication is typically reserved for the dispute resolution process or for legal and data privacy matters, not for standard order inquiries.
c. 💬 Live Chat or Website Bot
This is your main option. The journey starts with a bot named 'Eva'.
- Where to access: Go to the AliExpress homepage, scroll to the very bottom, and click "Help Center." From there, you can find the chat option.
- Steps to access: In the Help Center, look for the "Online Service" or a chat icon at the bottom of the page. You'll first interact with the bot. To reach a human, you often have to type "live agent" or "contact agent" multiple times.
- Types of problems it handles: Order status, payment problems, account issues, and initiating a refund request.
- If it escalates to humans: Yes. If the bot cannot solve your issue after a few tries, it should give you an option to connect with a live customer service agent.
d. 📱 In-App Support
Using the app is often more direct.
- Platform: iOS and Android.
- Steps to contact support: Open the app, tap on "Account" in the bottom right corner, then find and tap on "Help Center." The chat service is accessible from there.
Estimated Response Times from AliExpress
| Method | Expected Wait Time |
|---|---|
| Phone | Not Available |
| Not Available for general support | |
| Chat | Bot: Instant. Human Agent: 5 minutes to over an hour, depending on traffic. |
| App | Same as Chat. |
Tips to Reach Support Faster from AliExpress
- Use the Right Keywords: When talking to the chat bot, use simple keywords like "human agent" or "live support" to bypass the automated responses faster.
- Use the App: The mobile app's interface can sometimes be quicker for accessing the Help Center than the desktop site.
- Prepare Your Details: Don't wait for them to ask. Have your order number and tracking info ready to go. It shows you're serious and saves time.
Before You Contact Support: What to Have Ready
Seriously, don't waste your own time. Before you even open that chat window, make sure you have your Order Number and the email you signed up with handy. If it's a shipping issue, grab the Tracking Number too. Trust me, the agent's first questions will be for that information, and fumbling around to find it is just frustrating.
Where to Quickly Solve Problems with AliExpress
Here’s a quick guide to getting the right help for the most common headaches.
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| An Item Never Arrived | The Official Dispute System in your order details. | Wait until the buyer protection period is almost over. Filing a dispute too early often gets rejected. Have your tracking info ready. |
| Item Is Not as Described or Broken | The Official Dispute System. | This is faster than chat. Take very clear photos and videos the moment you open the package. This evidence is critical for winning your case. |
| A Payment Failed or Double Charge | Live Chat. | An agent can look into payment-specific issues. It's a good idea to check with your bank or PayPal first to see where the issue is. |
| You Can't Log In / Password Reset | Self-Service on the Login Page. | This is way faster than contacting a human. Only use the chat if the self-service tools completely fail you after a few tries. |
Additional Helpful Links for AliExpress
For more resources, check out these official pages:
- AliExpress Help Center
- File a Dispute (You must be logged in and go to your order)
- Buyer Protection Information
Frequently Asked Questions about AliExpress Customer Service
What are AliExpress customer service hours?
Is there an AliExpress live chat option?
What's the fastest way to reach AliExpress support?
Do I need my account number to contact AliExpress?
Can I email AliExpress customer service?
Is there an AliExpress mobile app for support?
What information should I have ready when calling?
Why can't I find a phone number for AliExpress?
