AliExpress Customer Care Email: How to Reach Real Support (and What Actually Works)

The reality about an AliExpress customer care email

As of 2025, AliExpress does not publish a general “customer care” email address for buyers. If you search for one, you will mostly find community guesses or third-party posts. Official buyer support is handled inside the AliExpress website or app via the Help Center, live chat assistant, dispute/appeal forms, and the order messaging system with sellers—not by direct email.

This design is intentional: the platform routes cases through structured forms that automatically attach your order ID, payment, and logistics data, which speeds up verification and lowers fraud risk. If you see a random address claiming to be “AliExpress support,” treat it as suspicious. Use only the official support entry points listed below, and always sign in to confirm messages in your AliExpress account message center.

How to contact AliExpress support effectively (web and app)

On the web, go to https://service.aliexpress.com. Sign in, select the relevant topic (Orders, Returns & Refunds, Account, Payments), and you will be guided to either live chat (the “EVA” assistant with escalation to a human agent when available), a contact form, or an order-specific dispute/appeal. You can also access help from an order: My Orders > the order > Open Dispute or Contact Seller. The system will suggest solutions based on your order’s current status and Buyer Protection timer.

In the mobile app, tap Me > Customer Service, or open an order and tap Open Dispute or Contact Seller. The in-app flow mirrors the web: chat first, then a guided form if chat cannot resolve it. For delivery problems, damaged items, or incorrect products, the Dispute flow is the fastest path because it collects the evidence and deadlines AliExpress needs to decide on refunds or returns.

Using live chat and support tickets

AliExpress’s virtual assistant (“EVA”) responds 24/7 and can route you to a human agent once your issue is classified and you ask for more help (try typing “human agent,” “live agent,” or “escalate”). If agent queues are high, you may be offered a ticket submission instead; expect replies typically within 24–48 hours, though complex logistics or cross-border cases can take longer.

When using chat or tickets, prepare to attach evidence. Keep file names clear, compress large images, and send concise descriptions with dates and amounts. If the system asks for categories (e.g., “Not Received,” “Significantly Not as Described,” “Damaged on Arrival”), choose the closest match; this determines what proof is needed and how the case is evaluated.

Using the Dispute system for refunds and returns

Open a dispute before Buyer Protection expires or within the post-delivery window (commonly up to 15 days after the order automatically confirms as “delivered,” though the exact window shown on your order is what governs). If an order never arrives by the protection deadline, file “Order not received.” If it arrives but is wrong or damaged, file “Not as described” and attach clear photos or a continuous unboxing video.

After you file, sellers typically get a short window to respond. If you cannot agree, you can “Escalate” to AliExpress for a platform decision. Once a refund is approved, it is usually returned to the original payment method; bank processing can take about 3–20 business days depending on the card issuer or wallet. Do not close the dispute until you see the resolution you accept reflected on the case page.

What to include in your message (so you get a fast, positive resolution)

Support moves fastest when your first message contains the precise facts AliExpress uses to validate cases. Skip broad descriptions and provide verifiable details: order ID, dates in a consistent format, amounts with currency, and trackable links or files. If you suspect a delivery scan error (e.g., “Delivered” but nothing arrived), attach proof such as a carrier statement or a building access log if you have one.

For damaged or incorrect items, include a continuous unboxing video (from unopened package to item reveal), a photo of the shipping label, and close-ups of defects. For size/color discrepancies, include a product page screenshot (with SKU), and a photo with a ruler/tape measure for scale. The checklist below helps you hit all the required fields the first time.

• Order details: Full order number (e.g., 8150xxxxxxxxxxx), item link (plain URL), and seller store name as shown under the order.
• Timeline: Dates in YYYY-MM-DD format for order, shipment, last tracking event, and attempted delivery (if any).
• Amounts: Item price and shipping, total paid, and refund requested with currency (e.g., USD 23.49). Note if you accept partial refund or require full refund.
• Tracking: Tracking number(s) and carrier. Examples: AliExpress Standard Shipping often starts with LP or UR; registered post may look like RXXXXXXXXCN. Include public tracking links (e.g., https://global.cainiao.com and the destination carrier’s site).
• Evidence: Photos (front/back, defects), continuous unboxing video, packaging label close-up, weight photo on a scale (if item seems missing/underweight), and any courier note or “invalid address” card.
• What you want: One clear outcome (Full refund; Partial refund USD 10.00; Replacement; Return for refund). If returning, specify willingness to pay return postage only if pre-agreed.

Escalation, chargebacks, and what not to do

If a seller proposes a solution you cannot accept (e.g., a very small partial refund for a never-delivered item), reject and escalate the dispute to AliExpress with complete evidence. For returns, confirm who pays return shipping and which address is valid before sending anything; upload the return tracking once shipped. Keep communication inside AliExpress—off-platform promises are hard to enforce.

Avoid closing a dispute until you receive the refund confirmation in the case record. If you paid by card and the platform process fails entirely, card chargebacks are an option through your bank, typically within 60–120 days of the transaction depending on issuer rules. However, filing a chargeback while a dispute is active can pause or cancel platform handling; decide on one path and document everything.

Beware of fake “AliExpress support” emails

Scammers often send emails that look like order or refund notices and ask you to click a link or pay fees to “release” a parcel. AliExpress will not ask you to transfer money via bank/wire, gift cards, or to a private account to resolve a case. If you receive such an email, do not click; instead, log in to https://www.aliexpress.com directly and check your Message Center and order page for any real notices.

Verify the URL in your browser address bar (exactly aliexpress.com) before entering credentials. Enable two-step verification on your AliExpress/Alibaba account. If you think you interacted with a phishing message, immediately change your password and contact support via the Help Center. You can also report the scam in the app under Me > Settings > Report a problem.

Useful links and where to start

AliExpress does not provide a buyer phone hotline, and there is no general customer care email. Use the links below to reach official support routes and check policies. Keep everything inside your signed-in account for traceability.

• Help Center (support entry point): https://service.aliexpress.com
• My Orders (open disputes from the order): https://www.aliexpress.com/p/order/index.html
• Buyer Protection overview: https://www.aliexpress.com/p/buyerprotection/index.html
• Global tracking (Cainiao): https://global.cainiao.com
• Official social (announcements; no order handling): X/Twitter — https://twitter.com/AliExpress_EN

If you still prefer an “email-like” approach, use the Help Center ticket form. It behaves like email but ties your message to your account and order, which is the only reliable way AliExpress can verify and resolve your case.