Digital Services Act

SHEIN is committed to ensuring that we offer a safe online platform for our community. We operate in compliance with relevant local laws and regulations, including the European Union’s (EU) Digital Services Act (DSA), which provides a single set of transparency and accountability obligations for online platforms across the EU Member States.

1.Information on Active Users in the EU

Pursuant to Article 24.2 of the DSA, online platforms are required to publish information on the average monthly active recipients of their services in the EU every six months. SHEIN ‘Marketplace’ was launched in the EU in August 2023. We have calculated that from 01 August 2024 to 31 January 2025, SHEIN had on average 130 million monthly active users in EU Member States.
We define a ‘monthly active user’ as the number of unique users who have engaged with the SHEIN platform within a specific period of months. This engagement could include activities such as browsing the SHEIN website or SHEIN App, making purchases, interacting with content, adding items to a cart, or any other interaction with the platform.

2.Single Point of Contact

If you believe that content on the SHEIN platform relating to a specific product is illegal in the European Union, you can report it through Customer Service or directly on the product page by clicking on the relevant button next to the product featured. When contacting us, we accept communications in your local language or in English

If you as a customer would like to contact us with a customer inquiry, you can do so via our customer service portal https://euqs.shein.com/contact-us.html.

If you are the European Commission, the Digital Services Co-ordinator, a Trusted Flagger or any other authority of an EU Member State, you can contact us at dsa-poc@sheingroup.com.

3.Disputes about user content and accounts

If you believe that we have mistakenly taken actions on your account, you can appeal against our decision within six months by contacting our customer services team using the following link https://euqs.shein.com/robot.

In addition, you may also contact a certified out-of-court dispute settlement body to help resolve any dispute with us relating to our actions on your account or reported content. The European Commission maintains a website listing the available certified settlement bodies. However, please note that decisions made by out-of-court dispute settlement bodies will not be binding on you or on SHEIN.

4.Transparency reporting obligations

In compliance with Articles 15, 24, and 42 of the Digital Services Act (DSA), SHEIN, as a designated Very Large Online Platform, is committed to maintaining a safe and trustworthy marketplace.

We are pleased to share our first Transparency Report, covering the period from 17 February to 31 August 2024, which provides insights into our moderation efforts and platform safety measures. You can view Transparency Report No.1 here.

Additionally, we have now published our second Transparency Report, covering the period from 1 September to 31 December 2024. You can view Transparency Report No.2 here."

5.Researchers’ access to data

If you are a researcher and you wish to access publicly accessible data on SHEIN’s online interface, you may raise a request to us by completing the form available here. Please note that, for us to give you access to such data, your request will have to meet the conditions of Article 40.12 of the DSA.

If you are the Digital Services Coordinator of establishment and your request refers to vetted researchers’ access to data, you can contact us via our dedicated mailbox at dsa-poc@sheingroup.com.