Order Issues

Order Issues

How can i place an order?

Here are the steps:

Step 1: Log in your LIFEEN account.

Step 2: Add some item(s) into your Shopping Bag

Step 3: Check out when item selection is completed.

Step 4: Complete shipping and billing information.

Step 5: Fill in payment information and then click the CONTINUE button to complete the purchase.

Can I cancel my order?

You can cancel the order in "My orders" by yourself before it ship out.

Note: once the order has been shipped out, it can not be canceled anymore.

Why i did not get a confirmed email about my order?

Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

If you did not receive the email:

1. Please visit "My orders" to check the order status, it could be still in processing.

2. Please check if you loged in the correct LIFEEN account, the email is sent to the registered email address.

3. Please check your junk emails and if your email address shielded our email.

How to check my order status?

Please log in your LIFEEN account and visit "My orders" to check the order status.

Normally, it will take 1-3 working days to prepare your order. We will email you with tracking number when it is shipped out, you can track it with the number here: https://www.17track.net/en

Note: Due to the influence of COVID-19 epidemic, there is a shortage of global transport resource which may delay your order for several days.

How can I correct my shipping address?

If the order has not been shipped/assigned a tracking number, you can update shipping address via below button: "Modify Shipping Address".

If your order has been shipped, please contact our manual service for more help.

How to add new shipping address to my account?

Shipping address can be edited or added through " My Address ".

Can I change or modify my order?

Shipping address or items can be modified by yourself before being shipped out.

Note: once the order is shipped out, logistics courier will not support the modify since it was mixed in tremendous packages.

Delivery

Delivery

Are there any additional fee?

It is a citizen's obligation to pay customs duties for orders, therefore LIFEEN will not reimburse customs duties.

If a parcel needs to be returned because you are unable to pay the duty charges, a refund will be made for you, less shipping costs.

LIFEEN will continue to develop reasonable operating policies based on cost and other factors to provide our customers with good value for money items and services, and we thank you for your support of LIFEEN.

Where is my order?

If there has no updates on page Tracking after your order is shipped out. The reason is due to your order was sent from our overseas warehouses. Parcels need to arrive your location by plane from overseas, then local shipping company will pick up parcels from airport in working days.

Please give some time for the courier to update the latest tracking info after reaching next station, hope you will receive your package soon and love the wonderful item.

Note: Tracking details can be found in "My Orders", or you can use the order tracking number to check here: https://www.17track.net/en.

Note: For the Republic of Haiti, your order may be delayed due to a serious logistics issue. Thank you for your understanding.

Why does the tracking service shows that the package has been delivered, but I did not receive anything?

Apologize about this inconvenience, package might be delivered to your mail box or signed by your neighbors, please have a check first.

If no result, kindly contact the shipping courier to check for more details.

Why didn't I get an email about my order being shipped?

Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

If you did not receive the email:

1. Please visit "My orders" to check the order status, it could be still in processing.

2. Please check if you loged in the correct LIFEEN account, the email is sent to the registered email address.

3. Please check your junk emails and if your email address shielded our email.

Why was my order divided into two or more packages?

Hi, we will do partial shipping for your order in the following conditions:

1) Items are from different warehouses.

2) Different preparing time for items.

3) Weight limit of custom or courier, to avoid extra fee.

Note: partial shipping will not charge you extra fee.

Where do you ship from?

LIFEEN ships worldwide. We have several warehouses located in Asia, North America, Europe, and The Middle East. Typically, we will ship your packages from the nearest warehouse that has your items in stock.


Please note: In the event, your items are stocked in different warehouses, your order may be shipped in separate packages.

What happens if I am not at home when my package arrives?

If you were not at home when the shipping company delivers your order, you can ask your family or friends to sign for it if possible. Or you can contact the shipping company to arrange delivery when you are available.

What if I received a defective item?

We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

Note: picture and Item ID or Item sku of the defective item are needed.

How long does it take for my order to ship?

How long does it take for my order to ship?

Hi, normally it takes 1-3 days to process the order.

We will email you about tracking number after it shipped out.

For more details, please refer to: My orders .

Note: Due to the influence of COVID-19 epidemic now, there is a shortage of global transport resource which may delay your order. Your order may be delayed 2-4 days in processing and sevaral days in transport based on the shipping company, please wait in patience.

Can you ship to my location?

Hi, we do shipping to most locations in worldwide but not all of them.

For more info please refer to: Shipping info. Then you can check if we ship to your location and more shipping details. Thank you.

Do you provide delivery to my house?

Generally, we support delivery to the shipping address you left on the order.

Note: When the order shipped out, we will send an e-mail with tracking number to you, you could kindly track it.

Why was my package returned?

Apologize about this inconvenience, it may be caused by wrong or incomplete address, invalid phone number or other reasons.

Would you please contact the shipping courier to check for more details first?

Why there is no tracking updated?

When orders are shipped from our warehouse, it needs days to arrive your location by plane first.

There is no updated information for your package as it is in transit to the shipping company's next facility. Sometimes the tracking information will not be updated for a couple of days because the package is in transit.

Once the package arrives at local, the order status will be updated immediately.

Note: Due to the influence of COVID-19 epidemic, there is a shortage of global transport resource which may delay your order for several days.

Why is my order delayed?

Hi, apologizes for the delay.

Since we ship overseas, it needs some days to arrive your location by plane first, there is no updated information for your package as it is in transit to the shipping company's next facility.

Once the package arrives at local, the order status will be updated and delivered to you soon.

Thanks for your understanding and cooperation.

Due to the influence of COVID-19 epidemic, there is a shortage of global transport resource which may delay your order for several days.

Return & Refund

Return & Refund

How can I find my refund?

Hi, please check your LIFEEN " My wallet “ first.

We would refund to your wallet by default if you did not select refund method in advance.

Here are refund time details:

Can i refund to my account?

Yes, you can choose the refund path before refund is initiated.

If you've received refund in LIFEEN wallet, you can withdraw the balance to original payment account.

Please note that refund method can't be changed after request is initiated.

Here are the refund processting time:

What is your return policy?

We accept return within 30 days of receipt for most items in new condition. Please check here for more details: Return policy.

Why is my item missing?

Sorry for this, maybe your order was shipped out in different packages separately, you can check details via "My orders".

If not, please contact our manual service for more help.

Note: here are some info needed:

1. pictures of the whole outer package including shipping label and all items you received.

2. SKU or item id of missing item

What if I received an item not as described?

We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

Note: here are some info needed:

1. picture of the different parts about the item

2. Item ID or Item sku of the item. (You can find the sku number at the description of the item)

What if I received items with Stains or Odors Issue?

We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

Note: picture and Item ID or Item sku of the stained item are needed.

Can I exchange the item I received for a different size?

Yes, we accept exchange within 30 days of receipt for most items in new condition. Kindly suggest you to contact manual service for exchange details if necessary.

Note:
1. Item ID or Item sku is needed. (You can find the sku number at the description of the item)

2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, underwear, event & party supplies, DIY supplies, pet supplies, beauty, accessories (except scarves, bags, and mermaid blankets), items with non-returnable marks and free gifts.

What is the status of my return or exchange?

We will process and update your return status in your account "My orders"-"Refund Status" after we receive your return asap.

Note: the refund should reflect your account depending on the refund method you selected.

What if I received an item with craft or fabric issue?

We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

Note: picture and Item ID or Item sku of the item are needed.

What if I received a wrong item?

We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

Note: here are some info needed:

1. picture of the wrong item you received

2. Item ID or Item sku of the original item. (You can find the sku number at the description of the item)

Can I return one of my orders?

Yes, we accept return within 30 days of receipt for most items in new condition. Kindly suggest you to contact manual service for return details if necessary.

Note:

1. Item ID or Item sku is needed. (You can find the sku number at the description of the item)

2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, underwear, event & party supplies, DIY supplies, pet supplies, beauty, accessories (except scarves, bags, and mermaid blankets), items with non-returnable marks and free gifts.

How can I return items?

Sorry that our products did not meet your expection. Please contact our customer service and tell us which items you want to return.

Note: Item ID or Item sku is needed, so that our agent can process your return request and offer the return address for you.

Can I get full refund for the return?

Yes, we will offer a full refund on the items you returned, and the refund amount is the actual prices you paid.

Kindly Note:

1. Return shipping fee and unreturnable items are not included.

2. Coupon codes and LIFEEN points will not be refunded.

Payment & Promos

Payment & Promos

What if I was charged any tariffs？

It is a citizen's obligation to pay customs duties for orders, therefore LIFEEN will not reimburse customs duties.

If a parcel needs to be returned because you are unable to pay the duty charges, a refund will be made for you, less shipping costs.

LIFEEN will continue to develop reasonable operating policies based on cost and other factors to provide our customers with good value for money items and services, and we thank you for your support of LIFEEN.

What kind of payment methods do you have?

Hi, we support Credit/Debit Card , PayPal , LIFEEN-wallet and Online bank transfer. Usually, customers pay orders with their cards and PayPal.

Notes: LIFEEN accepts Visa, MasterCard, American Express and Maestro.

I want to cooperate with you.

Thank you so much for your supporting and loving.

Here are our emails for cooperation:

contact@lifeen.com

Our colleague will contact you in first time if needed, you will get reply within 24 hours.

I was charged twice.

Please do not worry. We would love to sort this out for you.

Here is the most common reason why you may see a duplicate charge:

You may have placed an order more than once. Please check 'My orders' and you will be able to cancel any duplicate orders and receive a refund accordingly.

Kindly note: If you do not see any duplicate orders or are unable to cancel, please contact us directly. We may ask for screenshots of the bank charges along with any account information.

Why do I need to verify my payment on my order?

We apologize for any inconvenience. It is required by your bank, please kindly have a check with them. Also please check your email and reply with the requested documents if necessary.

Thank you for your understanding and cooperation.

I placed an order, but forgot to use a coupon,can i add it now?

Once an order placed, it could not add any coupon . If the order has not ship out yet, you can cancel it by yourself and get a full refund, then the coupon could be used for new order.

Can I use more than one discount?

Sorry, only one coupon code can be applied to an order at one time. But points can be used with coupon at the same time.


Note: For poping up coupon, you need to "Collect" them first, then they will be saved.

Do you have any promotions now?

For the most up-to-date information on promotions and sales, please refer to our main home page via LIFEEN.com.

Be the first to know about our sales, giveaways, collection drops + more by making sure you are able to receive emails and push notifications from LIFEEN.

Why isn’t my promo code working?

Hi, It may be caused by the following reasons:

1. The discount is applied to the original price but not sale price on the page.

2. The code has already expired.

3. The purchase amount does not meet the standard of this code.

Why was my payment declined?

It might be the below reasons:

1. Card info are incorrect, kindly check expiration date, billing address, and security code (Security code on the back of your Visa/Master card).

2. Card issuer bank declined your payment.

3. No enough balance on the card.

If possible, we advise you to try paying with PayPal or Online Bank Transfer.

Why i can’t apply coupon?

1. Please fill in all shipping information or other necessary info for your order completely first, and save them

2. Then go to the checkout page, type in the correct coupon code in the box and apply it.

Product & Stock

Product & Stock

How do I leave a review?

You may earn points simply from writing reviews on the products you bought. In addition, extra points can be earned by submitting a photo with the review or sharing your review on Facebook.

please follow the steps below:

1. Locate the order in "My orders"

2. Click the "Confirm Delivery" button after receiving

3. Click the "Review" button to leave a review on the item(s) you've purchased

Note: Archive orders can't be reviewed.

Will you restock sold-out items?

We do apologize for the inconvenience.

If an item is marked as “Sold Out” and it isn't restocked within 2 weeks, it is likely to be removed from our online store.

Note: We suggest you to add the item into "My Wishlist". When out-of- stock items on wishlist are restocked, you can be informed.

Do you use fur and genuine leather?

Hi, we do not use real fur or genuine leather, but our products are high quality artificial materials.

You can check the material of the item in its description.

What if an item is out of stock?

We do apologize for the inconvenience.

If an item is marked as “Sold Out” and it isn't restocked within 2 weeks, it is likely to be removed from our online store.

Note: We suggest you to add the item into "My Wishlist" on LIFEEN APP. When out-of- stock items on wishlist are restocked, you can be informed.

How do I choose my size?

We're excited to introduce our new sizing feature! Please see 'Check My Size' on each product page.You may then enter your personal information to get a size suggestion.

For shoes size checking, it has a "Size Guide" for your reference.

Note: Most items have this function, but not all. We also recommend taking your measurements to compare with our Size Chart.

Can I use LIFEEN pictures on my own website?

Hi, thanks for your like and support for LIFEEN. Regarding to the cooperation, please contact: contact@lifeen.com

Our colleague will contact you in first time if needed.

Note: LIFEEN picture, item details, main intention of picture usage are needed.

Account

Account

How do I update my email address?

Really sorry for any inconvenience. But I have to tell you that, we cannot change your registeration email address for your LIFEEN account. This is related with your account safety.

1. If you didn't purchase yet, we kindly suggest you to register a new LIFEEN account.

2. If you have orders/wallet balance n this account, we kindly suggest you to keep this account until all isssues are solved. Then you can use correct email for registeration.

How to delete my card info?

Hi, if you saved card info when you pruchased, you may kindly find and delete it via "My Payment Options".

How to edit or reset my password?

Hi, you can edit or reset password via clicking "Account Security" button in "My Account".

Note: For Google or Facebook related accounts, LIFEEN does not support password modify, please change these account passwords directly.

Why do we sign you up for an online account?

A LIFEEN account is very necessary, you can check the order details after placing an order in your LIFEEN account. Also, we have special discount for first order of registered members.

Where can I find coupons that I get?

Hi, if you have coupons, you can check them by visiting "My Coupons" in your LIFEEN account.

Note: For poping up coupons, you need to "Collect" them first, then you can have these coupons.

How do I change details of my account?

Hi, you can edit or change the details of your account via "My Account".

Note: Registered email address can not be changed now, you can contact us to delete wrong account.

Why can’t I log into my account?

1. Kindly check if the account email address and password are correct.

2. LIFEEN support three login methods: Email address, Google account and Facebook account, please make sure the correct login.

3. If you forgot password, click the button“Forgot Your Password”on login page for help.

Note: If the registered email address was wrong, you can contact us for more help.

I can't find my order in my account

LIFEEN support 3 kinds of login methods: Email address, Google account and Facebook account, please make sure you log in the correct accout.

If you still can not find your order after done this, please contact us for help.

Security & Privacy

Security & Privacy

Security&Privacy--How do I delete my personal information?

The security and privacy of customer data is our priority. Please contact us via our Privacy Center at https://lifeen.com/lifeen-privacy-cookie-policy/.

Security&Privacy--What is LIFEEN's privacy policy?

We appreciate your interest in SHEIN. We prioritize privacy and data security. You can learn more about how we protect data and our Privacy Policy at: https://lifeen.com/lifeen-privacy-cookie-policy/.

If you have any related questions, please contact us via our Privacy Center where our privacy team can further assist you.

Legal--What is LIFEEN's terms and conditions policy?

Thank you for your interest in LIFEEN. For the website terms and conditions please visit:

https://lifeen.com/terms-conditions/

Your comments and suggestions regarding our privacy practices or these terms and conditions are welcome. You may contact us at any time by email at legal@shein.com or through our customer service platform.

Legal--What is the version description of LIFEEN?

Thank you for your interest in LIFEEN, please visit for more details on the website version description at

https://lifeen.com/imprint/

Legal--Is it safe to shop at LIFEEN, how will my information be used and is there a risk of compromise?

Thank you for your interest in LIFEEN. We care deeply about your privacy and data security. We describe in detail how we collect, use and protect your personal information in our Privacy Policy, which can be found at

https://lifeen.com/lifeen-privacy-cookie-policy/

. If you have further questions, you can contact our Privacy Team through the Privacy Center and we will provide you with further answers.

Legal--Does LIFEEN have a copyright notice/infringement statement related to piracy?

Thank you for your love of LIFEEN. LIFEEN respects all kinds of original designs and is determined to combat all kinds of damage to our rights. You are welcome to contact us through copyright@lifeen.com to provide details of the problem, pictures etc. We will verify and follow up the case in a timely manner. For more information, you are also welcome to visit our

Copyright Notice

Suggestion/Dispute

Suggestion/Dispute

How can I give feedback on SHEIN website suggestions?

Thank you for your attention and support to LIFFEN, your shopping experience is our highest pursuit and your valuable suggestions are welcome. You can leave your feedback in Contact Us, we will have special staff to deal with it.

How do I file a complaint against customer service?

We appreciate and welcome all feedback, which helps us better serve customers. Please provide your feedback via the following Customer Service portal.