Information on the division of obligations between SHEIN and the seller

This document applies to sales made via the platform https://www.shein.co.uk/. The platform is owned and managed by Infinite Styles Services Co., Ltd., with its registered office at 2nd Floor, 1-2 Victoria Buildings, Haddington Road, Dublin 4, Dublin, D04 XN32, Ireland (“SHEIN”).

The products sold on the SHEIN platform are offered by independent third-party sellers, each of whom is a professional trader operating a business (the “Seller”). The name and contact details of the relevant Seller are provided on the product detail page of each product.

When you purchase a product on the SHEIN platform, several parties are involved, i.e., the Seller and SHEIN. Below is a summary of how responsibilities are divided between the Seller and SHEIN:

Sales Contract and Product Responsibility

(1) The Seller is the seller of the product, and is a party to the sales contract;

(2) The sales contract creates a binding contract between the customer and the Seller. SHEIN is not a party to the sales contract. The Seller is ultimately responsible for the fulfilment of the sales contract;

(3) The Seller is also responsible for:

(i)the accurate description of the product; and

(ii)the conformity of the product with the contract.

Fulfilment and Delivery

(4) Except where the Seller opts to do its own fulfilment (in which case the Seller will be responsible for shipping and delivery, including meeting service level standards imposed by SHEIN), delivery and fulfilment of the order is provided to the Seller by a SHEIN group entity, which manages logistics, including dispatch, tracking, and delivery.

Platform Services

(5) SHEIN operates the online marketplace and provides the following services:

(i)hosting the platform, including the provision of online services on the platform;

(ii)managing your SHEIN account;

(iii)online payment processing on behalf of the Seller, and reimbursement in the case of product return. Any declaration of withdrawal must be submitted by the customer to SHEIN; and

(iv)providing after-sales support as the first point of contact for post-purchase queries.

Returns and Refunds

(6) SHEIN facilitates the returns process and issues refunds on behalf of the Seller, as follows:

(i)returns are initiated with SHEIN on behalf of the Seller, as set out in the Terms and Conditions and the Return Policy;

(ii)if the product was fulfilled by IRSL, SHEIN is responsible for handling customer service issues related to returns and refunds;

(iii)Any returned products should be sent in accordance with the instructions given by SHEIN (see our Terms and Conditions and Return Policy).

Complaints and Customer Support

(7) SHEIN is responsible for handling complaints, so complaints should be submitted by consumers directly to SHEIN via the SHEIN Customer Services acting on behalf of the Seller;

(8) SHEIN will either resolve the issue directly, or coordinate with the Seller;

(9) If the Seller and customer cannot reach a solution, SHEIN may intervene to offer a solution, which may include goodwill refunds.