AliExpress customer care number review: how to actually reach support in 2025

This review focuses on one practical question shoppers keep asking: is there a real AliExpress customer care phone number you can call, and if not, what works best to resolve issues? Drawing on platform policies, publicly available documentation, and hands-on workflows, this guide explains what AliExpress officially offers, what to avoid, and how to get refunds or resolutions fast.

Bottom line up front: AliExpress does not operate a global buyer-facing phone hotline. Support is delivered through in-app/website chat, help center articles, ticket/dispute flows, and seller messaging. If you see a phone number online claiming to be “AliExpress Customer Care,” treat it as a red flag for scams or third-party services.

Is there an official AliExpress customer care phone number?

No. As of 2025, AliExpress provides buyer support via its Help Center and chat assistant (EVA) rather than a public telephone line. The company’s official support entry points are accessible through the website (aliexpress.com) and the mobile app. You will not find a verified global hotline on any aliExpress.com domain, nor in the app’s “Customer Service” section.

Why this matters: phone numbers circulating on blogs, social media, or search ads are typically unaffiliated with AliExpress. Some attempt to harvest card details or install remote-access tools. AliExpress explicitly directs buyers to self-help articles, automated chat, and, when needed, human agents through the platform. For policy details, start at https://www.aliexpress.com/help/home.html or https://help.aliexpress.com.

How to contact AliExpress support quickly (without a phone number)

Your fastest route is the built-in chat (EVA) and, when appropriate, opening a dispute on the order page. Human agents are available through the same chat thread after the bot collects key details. Availability can vary by time zone, but buyers can usually reach a person during business hours in GMT+8; the bot runs 24/7.

• In the app: Account → Customer Service → type your issue → “Contact agent” (or “I still need help”). For an order-specific issue: Account → Orders → select order → “Open Dispute” (or “Get Help”).
• On desktop: https://www.aliexpress.com/help/home.html → “Contact Us” → “Chat Now.” For disputes: My Orders → specific order → “Open Dispute.” If “Open Dispute” is greyed out, check that your Purchase Protection is still active or that delivery has been confirmed within the eligible window.

Tip: when you start the chat, have ready your order number, screenshots, tracking numbers, and short bullet points of the issue (e.g., “Item not received; tracking shows no movement for 28 days; Purchase Protection ends in 5 days”). Clear documentation speeds escalation to a human and improves outcomes.

What happens after you open a ticket or dispute

For general questions, the EVA bot provides articles or gathers details and forwards to a human agent. You’ll typically receive a response within 24–48 hours via the chat or your AliExpress message center. For order problems, the platform steers you toward the “Open Dispute” flow, which creates a structured case with deadlines for the seller to respond.

Disputes work in stages. First, you propose a resolution (refund, partial refund, return and refund). The seller has a set response window (commonly a few days). If you and the seller do not agree, you can escalate for AliExpress adjudication. AliExpress may request additional evidence (photos, unboxing video, tracking screenshots). Refunds, once approved, are generally processed back to the original payment method within 3–20 business days depending on your bank or payment provider.

Timing reminders that matter: you can normally open a dispute during Purchase Protection and up to 15 days after the order is auto-confirmed or marked delivered. The visible countdown timer in your order detail is authoritative—don’t let it expire if you still need help. If delivery is severely delayed, request an extension of Purchase Protection from the seller via the order page before time runs out.

Performance review: support speed, resolution quality, and user experience

AliExpress’s support model is built to scale through automation: the EVA bot resolves common questions instantly, and most seller issues are handled by structured dispute logic. This makes basic cases (no tracking updates, wrong item, missing parts) relatively straightforward if you follow the steps and upload clear proof. The absence of a phone option can feel frustrating, but the dispute workflow provides a written record and defined deadlines that a phone call wouldn’t.

Where buyers sometimes struggle is edge cases: intermittent tracking, regional carriers reassigning IDs, partial shipments, or buyers missing the Purchase Protection window. In these cases, success depends heavily on documentation (timestamps, tracking histories from the carrier’s site, and photos/video). If you provide concise, timestamped evidence early, AliExpress adjudication tends to be more predictable.

Returns, “Free Return,” and who pays shipping

Return costs depend on the listing and reason. If a product is defective or not as described, sellers are generally expected to bear the remedy, which may be a refund without return, a prepaid label, or a reshipment. For “change of mind” or size/color issues, the buyer typically pays return shipping unless the listing has the “Free Return” badge.

“Free Return” is available on many items in select countries and usually allows a no‑questions‑asked return within 15 days of delivery via a local drop-off or pickup, with the platform covering shipping. Always check the product page: look for the “Free Return” tag and open the “Returns & Refunds” section for the exact rules in your country before buying.

Avoiding scams: fake “AliExpress customer care numbers”

Because AliExpress doesn’t publish a shopper phone number, scammers fill the void with look‑alike pages and ads listing hotlines. These often lead to agents who ask for card details, remote desktop access, or “verification fees.” None of these are part of AliExpress procedures. Real agents will communicate inside the AliExpress chat or message center tied to your account and order.

• Verify the domain: only trust links on aliexpress.com or help.aliexpress.com. Avoid numbers posted on unrelated domains, PDFs, or social profiles.
• Never share card PINs, full card numbers, or one-time passwords by phone or external chat apps. AliExpress will not ask you to install remote-access software or to pay “expedite” or “verification” fees to process refunds.

If you’ve called a supposed hotline and were asked for sensitive data, contact your bank immediately, change your AliExpress password, and enable two-factor authentication. Then report the incident through the in-app Customer Service channel so the platform can investigate and warn other users.

When you still want a phone call: practical alternatives

For delivery problems after an item has shipped, calling the carrier can be useful because carriers do have phone lines. Use the tracking number shown in your order and contact the last-mile carrier (e.g., your national postal operator or the courier listed in tracking). Carriers can confirm status, hold locations, or address issues like customs documentation—then you can feed that information into your AliExpress dispute.

If a seller or dispute outcome is unsatisfactory and your bank supports chargebacks, many card networks allow disputes within 60–120 days from the transaction date (policies vary by issuer and country). Keep all evidence: order page, dispute thread, tracking, and photos. Use chargebacks only after you’ve tried the AliExpress resolution path, as premature chargebacks can complicate platform handling.

For formal correspondence, note that AliExpress is operated by Alibaba Group. A commonly referenced corporate address is Alibaba Group, 969 West Wenyi Road, Yuhang District, Hangzhou 311121, Zhejiang Province, China. This is not a customer service address, and mailing letters will not speed case handling; use the in‑app/website channels for operational issues.

Useful official links and what to expect

Start support here: https://www.aliexpress.com/help/home.html and https://help.aliexpress.com. For orders: go to “My Orders” on web or app, then select the specific order to message the seller, request Purchase Protection extension, or open a dispute. Expect automated replies immediately and, when escalated, human follow-up typically within 24–48 hours.

Refund timing once approved is commonly 3–20 business days back to your original payment method. You’ll see refund status on the order page. If a refund doesn’t post after 20 business days, ask your bank to check incoming transactions using the Acquirer Reference Number (ARN) if AliExpress provides it in the refund details.

Key takeaway: there is no official AliExpress customer care phone number to call. The fastest, safest route is the built-in help center, chat, and dispute tools, backed by timely, well-documented evidence. Use carriers for shipping questions and your bank as a last resort for payment protection within their deadlines.

Can you talk to someone on AliExpress?

There is “message” button on product page and store page, please start the conversation with seller by messages.

How do I report a problem with AliExpress?

Method to open dispute
3.1 Find the order under Orders. Tap the product to see the order details. 3.2 Tap Contact Seller to get a solution, or Open Dispute to apply for a refund. 3.3 You’ll be asked to answer a few questions about why you want to open a dispute.

What is the phone number for AliExpress?

For instance, for European customers, you can contact +358 20 151 1001, and for North American customers, the number is +1 800 552 6472. Email Support Email is a convenient and effective way to reach AliExpress customer service.

How do I speak to an agent on AliExpress?

So now we’re talking with an actual agent. And not a robot so come here and type anything. Hi my order has not been shipped. Okay you can also add images as well. So I’m currently in contact with son.