Your Position: Home > System classification > Shop help > Help & Support > FAQ


MadTide / 2016-09-13


Can I cancel my account?
Yes, you can cancel the account.
But your account is very safe here. MadTide is using a number of safety precautions to protect your personal information from unauthorized use. It is like keeping your PayPal and credit card information in a bank vault. so please keep the account so that you want to shop here again.
If you really want to cancel the account, please contact customer service. We will cancel the account for you.
Why cannot I log in my MadTide account?
Make sure you are using the same email address and password you registered with.

If all these have been done, you still can’t sign in, please contact Online Help. Please provide as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.
How to find my password?
If you don’t remember your password, please click the "Forgot your password?" on the page where can sign in.
Click on the forgotten password in the Jump page, enter the correct user name and mailbox registration, user name and mailbox will fill out the correct jump to a new page,
so you re-set a new password, the next login needs to use the modified Password landing.
Tips: when you register, please make sure that the email you used to register is valid and belongs to you.
Why do we need the correct email address?

a. Start to use discount coupons from out weekly deals newsletters.
b. Receive the very latest deals and promotions.
c. Participate in exciting activeities and giveaways.
d.  Be able to check my order status and shipping information
How do I write a review?
We love hearing what you have to say about the items you buy in our site. It helps other customers know more about our products, and gives you a chance to get the review points. You can log in "My orders" and write reviews for each of the items you bought. 
In order to assure your review is published, please follow these simple rules: Provide feedback that is accurate, truthful and based on your own experience. Refrain from using any inappropriate language. Personal information should not be provided - phone numbers, addresses, or other identifiable information will be removed. Do not post advertisements, solicitations, or spam.
How do I use My Wishlist?
My wish list allows you to easily save products that you like, so that you can easily find them when you come back to shop in the future. Click the "SAVE TO WISHLIST" button on a product page to "SAVE" an item and then click "My order" at the top of the page to view your favorite item.
When will I receive my order?
We make every effort to get it to you as soon as possible once the order is submitted successfully. Actual delivery may vary due to different shipping address, customs clearance time and some other force manure. 

Delivery time=Processing time+Shipping time
Processing time
Usually we need 1-6 business days to prepare the items and there maybe some delay during our busy season.
Shipping time for different countries vary. For more detailed shipping information please click the following link:
How to track my order?
1. Log in in your MadTide account or click on "My Orders" located at the top of the initial page.

2. In "My Orders", you can view all your orders and current status of each ordered item.

3. Click the button "View Details" to check more.

4. For shipped order, please click "Track" to track your parcel.

5. Please confirm delivery if you have well received your parcel so as to get SheIn points rewards.

How to order?
At,  ordering is easy and simple. Just follow the steps mentioned, and here are some instructions.
   1.  First please log in.
   2.  View the products and add the one you want to buy to your shopping cart. Don't forget to choose the size and color before you add.
   3.  Click the shopping cart and confirm what you selected and update the quantity. If there are no problems,
        click "Continue to Checkout" to  continue.
   4.  Complete buyer information, shipping and payment option. Click "Continue Checkout" to make the payment.
   5.  Once your payment has been processed, The order processing will begin when  the due payment is received. The tracking number and tracking links will be sent to your registered email address once your order is shipped out.
How can I cancel an unpaid/paid order?
About the paid order:

In processing: please login your account and submit a ticket, we will cancel the order for you as soon as possible.

Shipped : May you understand that we cannot cancel the order when it is in transit.
If you still want to cancel after it has arrived, please submit a ticket for returning, and we will supply you the returning address.

About the unpaid order:
Item marked "sold out" still left in site
Sorry for that, about item mark "sold out" in our site means this item wont come into stock for the moment.
If you find there is a few items left in the site, it may as our system does not update it in time.
But in another case, it means we will probably get it back in stock again.
Normal restocking time is one week, but there are exceptions. You may check back in one week later.
We will receive your message will be replenished as soon as possible, of course, you can not leave a message to us to continue to browse other clothing
Why my one order is divided into two?
For your benefit, the well-prepared items will be delivered to you first, and the rest under processing will be dispatched later once they’re ready.

For the customers from the USA, some items are shipped from US warehouse first, and the rest maybe dispatched from other warehouse.
Can I change my item, size or shipping address?
Yes, if your order is still in processing. Please contact us once it is in need. We will change the items, size or shipping address as your request.

However, if the order has been shipped out, we can't change any information about it. Hope you can understand. If the items or sizes do not fit you, 
please return to us for exchange after you receive the parcel.
Item price drops, shall I get refund of the differences?
Items prices are subject to change based on the price in effect the day you checkout. It's normal that the price will change as the sales promotion or stockage.
Sometimes, the price may be higher than what you paid to us, Sometimes it will get lower. however, we will not charge you if it gets higher. In the same way, we don't refund the price differences, either. 
Thanks for your understanding.
How do I update my billing or shipping address?
About billing address:

In our system, the billing address will be automatically generated to the same as shipping address. We cant change the billing address, actually you don’t need to change the billing address, because we will ship your parcel to the shipping address correctly. Billing address does not matter and won’t affect the order.

About shipping address:

If you order has been shipped out, we can not change the shipping address when the parcel in transit, and if you left the wrong shipping address in our site lead to the parcel cant reach you, please take responsibility for it by yourself. But we will try our best to help you. Hope you can understand.

If you order still in processing, you can contact us to change the shipping address, and you cant change the shipping address in paypal by yourself.

Will I have to pay custom tax?
Generally speaking, with selecting regular mail, little custom fee will be charged from our customers.
However, due to strict customs inspection, you may be charged customs fees by choosing express shipping.

It shall be highly appreciated if you can contact the local customs tax office. If not, your package will be destroyed in case that you do not retrieve the package. 

Please send us a picture of the receipt when you are charged custom taxes, we will offer you an appropriate compensation.
What shipping way do you offer?
Standard shipping and Expedited shipping are the most common shipping methods in our site. Apart from the cooperation with UPS, DHL, FedEx, Aramex, Toll ect., we also have our own logistics line to US and Europe.

For your benefit, the shipping way is determined by your shipping address and specific situation.

For more detailed information, please follow this link:
What happens if I'm not in when my order arrives?
It shall be highly appreciated if you can be at your shipping address for a signature will be asked once the parcel is shipped by express shipping.

But please do not worry if you cannot. Go to the local express shipping company or post office with your tracking NO to pick up the parcel as soon as possible when you are back home.
Why it says delivered while I receive nothing?
Usually the parcel will be delivered to your shipping address which you left on our site, but your parcel may be delivered at your local post office or shipping company.
If there is no one to pick it up, you may contact them with your tracking NO to pick up the parcel as soon as possible. 
If you still can't find the parcel in the shipping company or post office, please login your SheIn account to submit tickets as soon as possible, and we will offer you an appropriate solution in your shoes.
Thanks for your understanding.
What if the attempted delivery was unsuccessful?
Please contact the shipping company or post office with your tracking NO. to pick up the parcel as soon as possible.

But if you notice that your parcel is being returned to us, please login your SheIn account to submit tickets ASAP and we will offer you an appropriate solution in your shoes.
How to deal the order that has been detained by customs?
Standard Shipping: Please contact the customs office to check the files they need to help it clear first. Then contact us and we will offer you the relevant files.

Do you ship to PO Boxes or APO/FPO military addresses?
When you choose standard shipping, PO Boxes can be accepted by shipping address. 

But please note that our shipping partners are unable to deliver to APO/FPO military addresses, so we are sorry if we are asked to ship there and please provide a physical street address to ensure that your items are received in a timely manner.
What’s CPF number as you asked?
We're informed ,Select Expedited that the customers from Brazil,Chile,Dominican Republic, have to provide their CPF number (personal use) or CNPJ number (company use), so that the invoice with those information will be helpful for shipment to go through customs smoothly.

Please provide us those numbers in advance if you would like to ship the order to Brazil,Chile,Dominican Republic, thank you for understanding.
My parcel was signed by another person
Usually the parcel should be signed by yourself.
But your parcel may be delivered successfully at your local post office or shipping company if there is no one to pick it up. So the parcel may be signed by the employee in the post office or shipping company. you may contact them with your tracking NO to pick up the parcel as soon as possible. 
If you still cant find the parcel in the shipping company or post office, please login your SheIn account to submit ticket as soon as possible, and we will offer you an appropriate solution in your shoes.
Thanks for your cooperation.
How to return an order if I don’t like it?
Unsatisfied with your purchase? Please do not worry for we will be in your shoes. 

The items can be returned in their original and unworn condition within 15 days from the delivered date. But please note that the return fee is on you.
Once your returned item is received and accepted, your refund or new item will be processed shortly. 

Please keep the following in mind: the returned item will be reviewed by Quality Assurance department and the items with the signs of being wore, altered, or damaged cannot be accepted for return.

Please also pay attention:
Tights, jewelry, swimwear, lingerie and accessories (except shoes) are not allowed to be returned or exchanged.
How soon will I receive my refund?
The refund will be handled as soon as we receive your parcel.

But please pay attention to the refund time which is determined by payment method you used carefully.
Paid by paypal: 3-5 business days.
For detailed questions about returning items, please login your SheIn account to submit tickets.
What should I do before returning an item?
Please note that the following Approval Guarantee checklist should be checked carefully before your return is arranged.
If you receive incomplete items or broken items , please submit a ticket to us before arranging the return ,we will contact you to give you the best solution.
1.Items must be returned within 15 days of receipt.
2. Please ensure the product is unused, complete and safely wrapped in its original packaging and that any security tags are still intact.
3.Please leave a note about your order ID and return reason in the package.
4.Once you have done the return please inform us about your return tracking number and tracking link.
Do not forget to send us an email:
What if my item was broken, wrong or missing?
We apologized for the inconvenience.
Sorry to hear that. Our items are subject to stringent inspection before shipping out. If the item was broken, wrong or missing in transit, we feel really sorry for that. Please contact us via a ticket as soon as possible upon your receipt and take some photos to show us about the exact problem.
After receiving your photos, we will find out a reasonable solution for you.
Thank you for your understanding and cooperation.
When can I get the exchanged items?
The exchanged items will be arranged to be prepared in 1-3 business days as soon as we receive your returned parcel tracking information.
And once the exchanged items are ready, they will be arranged to be shipped to you ASAP.
Will the refund be back to my card directly?
Yes, the refund will be arranged by Account Department in 3-4 working days (except holidays).

The funds will automatically applied back to the credit card or PayPal account which you used when purchased the items, and the refund cannot be issued to any other card or account. 

Without access to the card or account used for purchase anymore? Please do not worry and contact your credit card bank, or Paypal to find out how to access the money that was refunded. The aim of this policy is to protect our customers from fraud and please cooperate.
How to track my returns?
You can track it with the return tracking NO. on your return receipt to check the return progress.
Once you find the parcel was delivered, please let us be informed of, we will refund you or exchange the item for you as your request as soon as possible.
Will the sold out items be restocked again?
If the item which is sold out still appears on our website, then we will probably get it back in stock. Restocking of an item usually lasts for one week. Please check back in one week.

During that time you can also have a look at other items from SheIn. If it does not appear in our website anymore, it probably won't be back in stock again.

How to choose my size?
For every item we do offer an size chart or specific size description under the page below, please measure carefully before your buying. 

The sizes of our products has a slight difference from other website. In order to make sure the size of SheIn items can satisfy customers in every country, different items are made in different sizes. We sincerely suggest every customer that it is better to measure your body figure carefully before ordering, and beside you can read the size reference in the description and then make a decision. Each item of our site is made according to the size.
we also have normal size charts for you, including size charts of US, UK, and EUR.

Please refer to  for size details.

Attention :  "one-size" does not mean it fits everyone but means it has only one size.
Are the fur on the clothes real?
We do positively support the animal protection. In order to avoid any misleading or conflict caused by animal protection, the fur on any items from MadTide  is artificial instead of the real one from animals. 

Although it is artificial, our items have equivalent style, quality, color, and definitely there is no harmful chemical ingredient in any of them. Artificial clothes will lead the prevailing aesthetics as well in the future.
Where do your products come from?
For the customers from the USA, some items are shipped from our US warehouse first, and the rest maybe dispatched from other warehouse so that you can receive the items soon. We also have the warehouses in China and Europe.
Will the items differ from the pictures?
Our items are subject to stringent inspection before shipping out. They are the same as the pictures on our site.

However, color of some items may have a little bit tolerant discrepancy because of the light, and the items length have the permissible variation.
Anyway we will try our best to make the items perfect. Hope you can understand.
Do you have a physical store?
Sorry, we don't have a physical store. We just do the business online. We aim to be exciting and innovative,  Most important is we are safe and guaranteed.
ABOUT MadTide  is one of the leading online stores Our target audience is women 18-35 years old who are enthusiastic fashion lovers. To closely keep pace with the ever-changing fashion trends, we always keep a close eye on everything related to fashion. If you like, you can find any suitable style.
A team with vigor and vitality, self-dependent design team, experienced raw material purchasing department as well as mature supply chains, all of these enable MadTide to accelerate its pace into a global online retailer .
So, what are you waiting for? Just do it, shopping now.
                                                                                                                                     ABOUT PAYMENT
How to pay the order with paypal?
After choosing your items, you need to continue to check out the order.If you choose to pay the order by paypal, please follow the instructions provided by PayPal. Once you’ve completed your payment information, you will be redirected to our site  and then complete your order.
If you don't have a PayPal account, you can also through the online registration procedure is very simple and very soon will be able to register, is also very easy to use
Why I can not enjoy the discount as the coupon said?
The coupon discount is based on the original price of each item.If the item is on sale and has a larger discount than the coupon discount, then it cannot enjoy the coupon discount any more. 

Attention: One order can only use one coupon.
What can I do if the credit card is rejected?
Credit cards such as Visa, MasterCard, American Express, Discover, and JCD are accessible to payment. Please refer to below advice.
Check the card details on your MadTide account to make sure the information is correct, e.g. the expiry date or your billing address  (Common problems include incorrectly spelled name).
Make sure you enter the security code correctly - that's the three digit numbers on the back of your card.
Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them.
If the above advice cant work, please try paying with another card or another payment method.
If everything seems to be correct, please contact your card issuer. Or you can log in SheIn account to submit tickets with as many details as you can offer about the issue - including any erroneous messages you receive and we'll try to resolve it as soon as we can.
How to use the coupon code?
Please enter or copy the coupon code exactly as it was given to you , without any spaces. Copy and paste the code into the "Coupon Code" box.
Once you've entered the code, click on 'Apply' and it will apply to your order. You'll be able to check this underneath the items as the discount value will have been removed and the price amended. What’s more, all discount will be shown at your Total shopping Price  
Pricing in Different Currencies?
Pricing of products sold by MadTide is based upon figures calculated in US Dollar.
Why don't I receive confirmation email?
Once the payment is successfully made, our system will send a confirmation email automatically.
If you never received the confirmation email, please check if it is in your dustbin. If not please go to see if it is intercepted by your Anti-Spam system.

Many of our customers who have addresses like Gmail, Yahoo, and Hotmail can’t receive our messages. If your address is through one of those providers, this is the most possible reason. Please adjust your settings to make sure our emails will get to your in-box not your spam folder. 

Or you can submit a ticket to make sure you have paid the order successfully. Our staffs will be glad to check it for you.
Why my coupon doesn’t work?
When you find that your promo code is invalid, please check below reasons:

A. Check if you have filled all the information, especially your address. 
B. Every coupon code can be used in only one order.
C. Some codes may only be valid for certain items and almost all codes will have an expiry date. 

You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
How to pay the difference?
Price difference is needed at some conditions, like adding items or choosing express shipping. For this issue please follow the steps below:

First you need to log in your Paypal account and click "send money", then fill in our Paypal account and the correct amount you need to pay.
Our paypal account is After that, please provide the Unique Transaction ID for us to check.

If you don’t have Paypal account, please register one on
Is it safe to shop at MadTide?
Absolutely yes! 

MadTide are running normally, safe and secure.
MadTide has done a number of safety precautions to protect your personal information from unauthorized use. We are using the latest security technology, including data encryption, server authentication, and message integrity, which is like keeping your PayPal and credit card information in a bank vault. 

We choose the best e-commerce service and also guarantee secure payment processing in this industry. 
Keep in mind that we can secure your payment completely.
Can I unsubscribe your promotional emails?
If you no longer wish to receive the Company's promotional communications, you may unsubscribe to keep from receiving them by following instructions.

When you register, you will be given the option to opt-out of subscribing to our regular update service. We will send you email alerts for new products, features, enhancements, special offers, contests, events of interest, and one-off marketing promotions. At all times, we will offer you the opportunity to unsubscribe out of any service or update to which you have subscribed, if you change your mind. 

Any e-mail we send you will contain an easy automated unsubscribe link so that you can opt-out of that subscription. Simply follow the indications in the e-mail.
Does MadTide keep personal info for customers?
When users are logging on to the site to leave personally identifiable information, the content of your personal information including name, phone number, zip code and address will be collected on our website. The Bank will automatically receive and record the logging information of your browser and the server, including but not limited to your IP address, cookies in this site and your web history requirements.

We respect your privacy, we'll keep your personal information secure. So don't worry.

Are children allowed to use MadTide?
We respect children's privacy. We do not knowingly or intentionally collect personal information from children under age 13. When you are browsing the website, you are warranted to ensure that the age beyond 18. Or when you scan under the supervision by your parents or guardian If you are under the age of 13, please do not submit any personal information to us, and rely on a parent or guardian to assist you when using the Site.
                                                                                                                         CONTACT MATIDE
How can I contact you?
If you have any problems, comments, or suggestions, please contact us. In order to communicate efficiently, please choose the right way for your issue:

Pre-sales Service:
If you have any questions before making a purchase, please contact our online help for fast reply. 
While sorry that the online operator has no right to deal with the after-sales issues. Please turn to After-sales Service if you need any help about the orders.

After-sales Service:

For questions regarding order status and other after-sales support, log in to My Orders and click on the order you need help with. From the detailed order page, you can easily review order details, tracking order progress, and request help by submitting a Customer Service ticket.
Tickets will be replied in 24 hours. We apologise if there’s any delay due to holiday or time difference, please wait for a while longer as we will try to reply you at the earliest convenience.

Welcome to Help & Support
Here in our Help & Support pages you can search and navigate through our helpful information to locate the answers to your queries. Simply type a short question into the search field or navigate through our top articles and topics listed on the page.

If our articles do not provide you with the information that you're looking for, you can contact our online help or submit a Customer Service ticket on the Order Details page.

Because your feedback is important to us, we review all compliments, queries and feedback to ensure that we are providing effective services and taking the appropriate measures to improve the information available to you.

How can I write a product review?
We would like to know your opinions (good or bad) about the products you buy. It helps other customers know more about our products, and gives us direction to provide better service.
Please provide as detailed information as possible that can help other customers. Please be clear and concise.
How to submit a ticket?
It is easy and convenient to contact customer service this way. Please follow the steps below:
1.Sign in your account and click on "My Feedback".
2.Your ticket now submitted successfully. Our customer service will respond to your ticket within 1 working day. Please don’t close this ticket if your problem is not solved. You can click your ticket id to view your ticket detail. 
                                                                                                                              MADTIDE FEATURED PROGRAM
What is MadTide Publisher Program?
Are you a fashion blogger? Do you have your own website/blog?
If you definitely have, we sincerely invite you to join SheIn Publisher Program and get high commission!
Requirement: you can register if you have your own website or social networks.

What does Publisher Program offer?
  10% commission on each sale you refer.
 US$15-US$60 extra bonus monthly by sharing the promotions.
  New monthly profitable activities, updating banners and exclusive coupons.
  Newsletters when the new activity and promotion update.
  30-days cookie duration.

If you have inquiries, please don't hesitate to send us an email on

What is fashion blog program?
Do you want clothings absolutely for FREE? 
If you are a fashion blogger, please don’t hesitate to send us an email ( about yourself. You may get free clothing that is worthy of US$40 to US$200 every month.
Requirement. Your blog must have over 1000 followers (via bloglovin or google friend). You have at least 5000 followers with one of your social networking account.
Please put our Promotion Icon on the front page of your blog.
Please share your thoughts on our clothing through your social networks.
Please send us an email once you publish your photos and comments.
MadTide reserves the right to use the information of your post.


Next:Size Chart