We do our utmost to ensure that all content and products on our websites comply with all applicable laws and ask our sellers to do the same when they list a product on our platform. However, as an online marketplace containing numerous goods, despite our regular checks and thorough seller policies, sometimes harmful or illegal products find their way onto our website. In such cases, as soon as we are aware of these, we remove them immediately.
To tackle online illegal or harmful content, our platform offers a notice and action mechanism allowing you, our user, to report the presence of different types of harmful or illegal content (“Notice”) that either breaches (a) applicable law and/or (b) our Terms and Condition TERMS & CONDITIONS | SHEIN EUR (including our Reviews Policy)
1. Do I need a Shein account to send you a Notice?
Our Notice pages are available to non-registered users and Shein’s registered users.
2. How can I create illegal content Notice?
To ensure that we review and assign your Notice to the correct team and take action as needed promptly, we have set up different reporting methods depending on the type of content that you wish to report.
(a) IP infringement ("IP Notices")
We take intellectual property rights seriously and ask others to respect ours as well as others’ intellectual property rights. If you want to learn more about Shein’s position on intellectual property please check out our Intellectual Property NoticeINTELLECTUAL PROPERTY NOTICE | SHEIN
If you have noticed an intellectual property infringement (i.e. someone is misappropriating someone else’s intellectual property, for example using their brand or content without permission), you can notify us by filing an “IP Notice” by following this link: https://www.shein.se/ip-complaint?ref=www&rep=dir&ret=fr. Please note that this functionality is currently available to both registered and non-registered users.
In order to locate and identify the infringing content promptly, we will ask you a series of questions allowing us to pinpoint the notified content and investigate.
(b) Product issues: Prohibited goods, Offensive content or fraudulent sellers ("Other Illegal Content Notices”)
If upon browsing our website, you find any issues with one of the products listed, for example, the product is illegal or harmful, a seller appears fraudulent or the product is offensive, you can notify us of any such seller, product or content through a button placed on each “product page” below the “Add To Cart” black button. See below for exact location on the product page.
Once you have clicked on that button you will be asked to select the reason why are reporting this product and will be able to choose between the following options:
(i) Prohibited Goods: This category applies if the product you are reporting is illegal.
(ii) Offensive Content: For example if a product’s name or description or its image is offensive or harmful.
(iii) Efterlevnad på marknadsplatsen:Detta inkluderar falska annonser, otillräcklig information om säljare, bristande efterlevnad av prisregler, vilseledande information om varor och tjänsters egenskaper eller konsumenternas rättigheter.
(iv) IP Infringement: As set out above, this would apply if you identify an intellectual property infringement, for example a product is being sold under someone’s else brand.
(v) Other: This would apply to any other issues with a product or a seller that you wish to notify us of, for example, an issue with pricing. This category will take you to our Customer Service page where you will be able to explain your issue. Please ensure that you explain very clearly that you wish to submit a Notice.
After you select the relevant option, you will be asked to give us some information about the product, the issue you are and you may add an Order number if your Notice is linked to an existing order. The more information you can give us the better as this will help our investigation team to promptly review your Notice. Please note that for all Notices initiated from a particular product page, the relevant product reference is automatically included in the Notice ensuring the precise localisation of the content reported.
Please note this functionality currently available only to registered users.
(c) Offending or illegal reviews ("Reviews Notices").
In addition to the above Notices, we also offer a Review Report Portal within each product’s review section to allow you to notify us of any inappropriate or non-compliant reviews. Next to each review, you will be able to select either (a) Helpful or (b) “Report/Block”
Once you select the “Report/Block” button you will be asked to choose amongst one of the categories below:
a. The review image does not match the product
b. Contains nudity or erotic messages
c. Contains advertisement
d. Contains personal information
e. Harmful information involving minors
f. Other violations
Please note that for all Review Notices initiated from a particular review, the relevant review reference is automatically included in the Notice ensuring the precise localisation of the content reported.
f. Other violations
Den här funktionen är för närvarande tillgänglig för både registrerade och icke-registrerade användare.
3. Why do I need to provide my name and email address?
If you are submitting a Notice as a non-registered user, we will ask for your name and email address to ensure that (a) we comply with applicable law and (b) can check that you are a human and not a bot submitting the Notice, (c) can follow up with you if we have any question and (d) after our investigation we can let you know of its outcome.
4. What will happen after I submit my Notice?
Immediately after you submit your Notice, we will send you – on the same page – an acknowledgement of successful submission so that you know that we have received your Notice.
On our side, your Notice will be submitted to the appropriate team who will start to investigate your Notice and will take the appropriate action depending on the result of their investigation, this could be: suspend a seller, remove a product/content or sometime we might decide that we do not consider the content to be illegal and therefore will not take further action. In some cases, we may also come back to you to ask you for more information.
5. Will you tell me what happened to the content I flagged?
Of course! We will let you know our decision and what action (or not) we took about the content that was notified to us.
6. What happens if I disagree with your decision? How do I appeal?
We understand that you may disagree with our final decision, if that is the case, you are able to submit an “appeal” explaining why you believe we took the wrong decision. Please click on https://www.shein.se/robot to appeal one of our decisions and ensure that you mark it clearly as “Appeal”, give us as much information (including any relevant document) as possible and quote the Notice/Decision reference. We endeavour to respond to any appeal promptly after further investigation of the case.