You received an item that doesn’t match what you ordered? Wrong color, size, missing feature, or a completely different product? Here’s what to do to resolve the issue on AliExpress:
1. Inspect the product upon delivery
As soon as you open the package, check that the product matches its description. If there’s a discrepancy:
- Take clear photos and/or a video showing the defect or difference.
- Note the specific differences (size, color, appearance, functionality, packaging…).
2. Contact the seller
Go to the AliExpress Message Center and click “Contact Seller”. Clearly and politely explain the issue:
- Point out what doesn’t match the product description.
- Add your visual proof.
- Propose a solution (refund, return, exchange).
Conversations with the seller are stored and viewable in the Message Center. Be sure to keep all proof.
3. Open a dispute if necessary
If the seller doesn’t respond or offers no satisfactory solution, open a dispute from your “My Orders” page. Choose:
- “Item not as described”
- Upload photos or videos of the received product
- Specify whether you want a full refund or a return
4. Use free return if eligible
If your order shows the “Free Returns” label, you can return the item at no cost:
- Up to 90 days after the order
- Or within 15 or 7 days after receipt, depending on origin
More info here: Free Return on AliExpress
5. Contact customer service if needed
If the seller and dispute don’t resolve the issue, you can contact AliExpress customer service to request mediation.
Conclusion
Receiving the wrong item doesn’t have to be the end of the story. By following these steps — inspection, proof, seller contact, dispute, and the free return option — you maximize your chances of getting a quick refund or a replacement.