Every week I receive dozens of messages from people dissatisfied with their online orders. Sometimes it’s the wrong size, sometimes the product looks nothing like the photos, and occasionally nothing arrives at all. Understandably, that’s frustrating. But one crucial step is often missed before people ask me for help: telling me exactly where they ordered and what communication has already taken place with the shop.
In this blog I’ll explain why that information is vital, how to best communicate with a webshop, what your rights are, and how to shop smarter in the future. And if you’re shopping on AliExpress, don’t forget to use my affiliate link: https://vraagalex.com/bestel – it helps me keep this free support service going.
Step 1: Where did you order the product?
You’d be surprised how many people send me a complaint without mentioning where they ordered from. Was it AliExpress? SHEIN? Temu? Or some unknown store found through Facebook or Instagram? If I don’t know which shop we’re dealing with, I can’t check their return policy or figure out the best approach.
That’s why my first question is always: please send me the name of the shop and ideally a link to the product page or your order confirmation.
Step 2: What has already been communicated?
Before I can act or offer advice, I need to know what you’ve already discussed with the shop. Have you reported the issue? Sent photos of the wrong product? Received any response? If so, what did they say?
Webshops (especially large platforms like AliExpress) usually expect you to first try resolving the issue with the seller. Only when that fails can you usually open a formal dispute – and that’s often when I can really help by mediating or explaining the next steps.
Step 3: Save all communication
Take screenshots of chats, save emails, and keep a copy of your order confirmation and any photos of the received product. This is essential evidence if we need to open a dispute or prove that the seller hasn’t responded.
Without evidence, we’re in a weak position – and we’ll have to rely on the platform being generous, which doesn’t always happen.
What to do if the size is wrong?
A common complaint I get, like recently: “I ordered XXL but received something that fits like M.” Frustrating? Absolutely. Unfortunately, this often happens with Asian sizing. So what can you do?
- Always compare with the size chart.
Check chest, waist, and other measurements in centimeters. They are more reliable than labels like “M”, “L”, or “XXL”. - Keep the packaging and take photos.
If the size is incorrect, you’ll need proof. - Open a dispute on the platform.
AliExpress, for example, lets you open a dispute within a time limit. Explain that the product received differs from what was ordered. - Be honest and clear.
Mention that it doesn’t fit, that it’s much smaller than described, and include measurements and photos.
What if the item didn’t arrive?
That happens too. In that case:
- Check the tracking.
See if the parcel is still in transit, stuck at customs, or marked as delivered. - Ask your neighbors or housemates.
Someone else might have accepted it. - Contact the seller.
Ask where the parcel is and refer to the tracking info. - Open a dispute if in doubt.
On AliExpress you have a limited time. Don’t wait too long!
Important: always order through my link
If you order via https://vraagalex.com/bestel, I earn a small commission. It doesn’t change the price for you, but it helps me keep this free help service running – covering hosting, tools, and the time I spend answering questions.
Why VraagAlex was created
This website originally started as a simple call-forwarding service for customer support lines that were hard to reach. But it quickly became clear that many people were getting stuck with orders from Chinese webshops, especially AliExpress. Since then, I’ve been helping people shop smarter, resolve issues, and get refunds when needed.
I’m not the official customer service for AliExpress, SHEIN, or any other shop. But I’m here to help – with tips, explanations, and if necessary: that extra push to help you get what you’re entitled to.
What should you do now?
Got an issue with an order? Follow these steps:
- Tell me which shop you ordered from.
- Explain what’s wrong with the product.
- Share screenshots of your communication with the seller.
- Send photos of the product, including packaging.
- Let me know if you’ve opened a dispute.
I can only really help once I have this information.
Final thoughts
Shopping from webshops, especially those based in China, comes with some risk. But with the right knowledge and preparation, you can avoid most problems. And if something does go wrong – you’re not alone.
Leave a comment below if you’ve had issues with a delivery – or if you have questions about your order. Together we’ll make online shopping safer and more reliable.
And don’t forget: if you’re buying from AliExpress, use https://vraagalex.com/bestel ❤️
