AliExpress Buyer Protection FAQ: What It Covers and How to Claim

AliExpress buyer protection covers three main scenarios: the item never arrives, it arrives significantly different from the listing, or it arrives damaged. It’s built into every order automatically — no separate sign-up or fee — and it’s the mechanism that makes buying from independent third-party sellers on a marketplace model workable rather than risky.

We track AliExpress orders and delivery across the markets we cover, so here’s exactly what’s covered and how the claims process actually works.

The core question

What exactly does buyer protection cover?

Three core scenarios: the order never arrives within the protection window, the item is significantly different from the listing (wrong item, materially different specs, counterfeit), or it arrives damaged in transit. It does not typically cover buyer’s remorse on an accurately-described item, or minor cosmetic variance that was disclosed on the listing.

How long do I have to file a claim?

The protection period is shown on the order page and typically runs through the estimated delivery window plus a buffer — usually somewhere in the range of 60 days from order placement, though this varies by listing and shipping method, so check the specific order’s stated window rather than assuming a fixed number. Choice-badge listings shipping from EU warehouses tend to have shorter, more predictable protection windows than non-Choice listings, simply because the estimated delivery range itself is tighter.

How do I actually file a claim?

Through the order detail page in the app or website — select the order, choose “open dispute” or the equivalent option, select the reason, and upload supporting evidence, such as photos of the item or packaging for damaged or wrong-item claims. This routes to the seller first for a direct resolution attempt before escalating to AliExpress mediation if unresolved.

What happens if the seller disputes my claim?

AliExpress mediation reviews the evidence from both sides — tracking data, photos, listing details — and makes a determination. In our tracking, clear-cut cases (no tracking movement at all, obviously wrong item) resolve in the buyer’s favour reliably; more subjective disputes (quality perception, minor variance) can go either way depending on the evidence quality.

Do I get a full refund, or does the seller get to negotiate a partial one?

Sellers can offer a partial refund, a replacement item, or a discount voucher as a resolution, which you’re free to accept or reject in favour of continuing the dispute toward a full refund. Accepting a partial refund typically closes the case, so it’s worth deciding whether the partial amount is genuinely acceptable before agreeing rather than assuming you can escalate afterward.

Does buyer protection cover customs or import charges?

No — buyer protection covers the item itself and its delivery, not additional charges like customs duty that can apply separately on higher-value orders shipped direct from outside the EU. Our cross-border shopping guide covers when that charge applies and how to avoid it, separate from the buyer protection question entirely.

FAQ

Is buyer protection automatic, or do I need to opt in? Automatic — every AliExpress order includes buyer protection by default, with no separate enrolment, opt-in step, or fee required at any point.

Can I still get a refund if I already left a positive review? Generally yes if a genuine issue is discovered afterward, though it’s cleaner to resolve any problem before leaving a review — you can typically revise a review after a dispute resolves either way.

What evidence should I have ready before filing a claim? Photos of the item as received (and packaging, if damage is the issue), the original listing screenshot if the item doesn’t match, and your order/tracking number — having this ready before you start speeds up the process meaningfully.

Does buyer protection cover AliExpress Choice orders differently than standard ones? The core protection applies the same way regardless of Choice status — Choice mainly affects shipping speed and VAT handling, not the buyer protection terms themselves.

We track AliExpress pricing and delivery across every country — check our UK AliExpress page for the current tracked deal.