Refund

Up until today I have never received my refund for an order that was cancelled at Shein. It has been 3 years and they never answer customer service queries unless you go straight to sales. I filled in the refund form & even communicated with Artie Ndaba from refunds but still, they refuse to issue a refund. The order was never received so none of your services were used, so why are you refusing to refund me???