Customer Service


In this week’s LightInTheBox Guide, we’ll be discussing how to contact customer service regarding your LightInTheBox.com purchase. We call this process opening a ticket. Whether your item is missing, you’ve received the wrong item, your item has arrived damaged or you’re otherwise dissatisfied, our friendly customer service representatives are here to help. Read on for a step by step guide to contacting customer service and resolving your issue.


Step 1. Sign in to your LightIntheBox.com account.


Step 2. Click My Orders to view your list of purchased items.


Step 3. Find the item you’d like to inquire about and click View Details.


Step 4. Click Returns & Refunds or Missing or wrong product.


Step 5. Type your problem and preferred solution into the text box. You have now opened a ticket. A customer service representative will read this and respond.


Step 6. Click My Tickets to follow up on your issue and read the reply from a customer service representative. You are now communicating directly with a customer service person who is aware of your issue and trying to help. Thanks for shopping with LightInTheBox.com.

87 thoughts on “Customer Service

  1. ESTOU MUITO INSATISFEITO COM A ENTREGA DE UMA COMPRA DE DOIS RELOGIOS A MAIS DE 30 DIAS QUE AINDA NÃO RECEBI E JÁ ESTÃO SENDO PAGOS NO MEU CARTÃO DE CREDITO…
    PEÇO PROVIDENCIAS URGENTES…
    cdudac47@YAHOO.COM.BR
    (75) 8811-0160
    Eduardo.

  2. bonjour, je suis toujours dans l’attente de mon colis qui a été expédié le 4/11/2012. quand devrait-il arrivé ? cela commence àfaire long.

    merci

  3. How do you do(How are you) expensive(dear;darling) designer,севодня looked(watched) your offer(sentence;proposal) on(upon;in;to;for;at;per;for) 2012,Much(Highly;Very much) vpechatlyaet)Spasibo you for(as;after;of;to;per;on;behind) such collection=)

  4. SPETTABILISSIMI, SONO IN ATTESA CON IL MIO ORDINE DAL 04 11 2012 ANCHE SE HO PAGATO IMMEDIATAMENTE A VOSTRO FAVORE CON BONIFICO BANCARIO IL QUALE IL NUMERO REFERENTE è (50918320121105762720M00) verificato già presso la mia banca e da voi incassato il 07 11 2012. IL NUMERO DELL’ORDINE è (inter20121104EDBES688866552). VORREI UNA RISPOSTA ESAUDIENTE ANCHE PERCHè FINORA HO MANDATO DIECI MAIL SENZA NESSUNISSIMA RISPOSTA ESAUDIENTE MA SOLO RISPOSTE AUTOMATICHE SENZA SENSO ALLE MIE DOMANDE. PREGASI RISPONDERE IL PIù PRESTO POSSIBILE ALTRIMENTI MI TROVO COSTRETTO A SPORGERE DENUNCIA NEI VOSTRI CONFRONTI. GRAZIE

  5. Meu pedido já deveria ter chegado conforme prazo estabelecido pelo site ( 20 dias úteis)mas até agora, nada de entrega.E o pior é que não respondem meus questionamentos, a não ser com la respostas automáticas que não servem pra nada, que não contemplam meu questionamento.Como pode um site não colocar um telefone a disposiçao dos clientes para resolver os problemas.Aguardo contato do site .

  6. che fine ha fatto il mio ordine RB002955615CN.

    dal 3/11/2012 che ho effettuato il pagamento non so piu’ nulla!!
    sul tracking spedizione il numero non esiste!!

    volete perdere un cliente? siete sulla buona strada.

  7. Hi, I can’t access again to my account, my password doesn’t work and recovery password procedure doesn’t send any email. How can I contact customer service to have a refund??
    Contact me: just now my “miniinthebox” experience is worst!
    thanks

  8. I’ve tried every way I know to reach someone at Mininthebox about my order that has been charged for but never delivered. It was ticket No 2406407. I cannot log into my account, I cannot get a new password, and I cannot get anyone to respond to my e-mails sent to , and address given to me by a chatroom operator. Could someone please hook me up with a person at this company? Thank you. C.R. Hassell, Jr.

  9. bonjour commande expédiée le 15/11/2012 et toujours rien de livré ??? alors arnaque ou pas , votre site ???? à lire les commentaires , on pourrait le penser !!!
    Alors prouvez nous le contraire et livrez nous nos articles dans les délais impartis . merci

  10. il vostro sito non ha la posibilita di mamdare email a nessuno solo risposte automatiche il che fa pensare alle truffe ho comprato un orologio cellulare premiere che arrivato gia non funzionante seguendo le vostre indicazioni sul contattaci non si arriva da nessuna parte, e vero che la qualita dei prodotti made in cina la conosciamo tutti pero non fino a questo punto, vorrei una risposta e anche un indirizzo email reale di qualcuno di voi, certamente se non mi risolvete il problema non mi permettero di comprare nient’altro e il vostro prodotto lo mando in discarica un cliente arrabiato.

  11. I’ve tried every way I know to reach someone at Mininthebox about my order that has been charged for, but never delivered. How can I come in contact with you?

  12. mi pedido no ha llegado y estoy preocupada por sise a extraviado ,lo realice el 23 de octubre,me lo enviaron el 3 de noviembre ,y hoy 5 de diciembre no ha llegado el nº de pedido es1210230703407744 les rogaria resolvieran mis dudas,gracias.

  13. Salve,
    non acora ricevuto il mio ordine fatto in data 12/11/12 e spedito da voi il 13/11/2012 il nr ordine è uil seguente 1211120202468554 pagato immediatamente con carta di credito.
    Inoltre il numero di tacking fornito da voi non funziona in nessun sito di corriere.
    Rimango in attesa di una vs risposta (spero veloce) sperando di non rivolgermi a chi di competenza
    saluti

  14. Je suis victime d’une escroquerie de la la part de “Light In the Box” j’ai commandé des chaussures pointure 39, à la livraison le livreur m’a fait payer une taxe de 17 euros correspondant à la TVA!!!! et à ma surprise quand j’ai ouvert le paquet j’ai trouvé des chaussures qui ne correspondent pas du tout à ce que j’ai commandé,
    j’ai écrit pour signaler une erreur de pointure d’une part, et d’autres part signaler aussi les 17 euros que le livreur m’a fait payé. En réponse j’ai eu une lettre type m’expliquant que je ne peux pas ni échanger ni rembourser ces chaussures.
    Je tiens à dénoncer ce genre comportement pour cesse ce genre d’arnaques.
    cordialement
    M.Adjoud

  15. Depois de quase 45 dias de espera os relógios que comprei foram entregues…
    já penso em comprar pelo site novamente, mas espero que a entrega seja mais rápida e não suscite dúvidas à clientela.

  16. SINCERAMENTE ESTOU BESTA COM A CARA DE PAU DE VCS,COMPREI MEUS PRODUTOS EM 23.10.2013 E ATÉ HOJE NÃO RECEBI.É UM JOGO DE EMPURRA-EMPURRA E VCS NÃO ME DÃO UMA RESPOSTA SATISFATÓRIA E NÃO SE IMPORTAM COM CONSUMIDOR.QUERO PROVIDENCIAS CABIVEIS E DIGNAS
    1310131907457828
    DATA DO PEDIDO: 13/10/2013.NÃO QUERO NÚMERO DE PEDIDO.QUERO NÚMERO DO RASTREIO DO CORREIO ( SEQUÊNCIAS DE LETRAS E NÚMEROS ) NÃO AGUENTO MAIS RECEBER E.MAIL FALANDO NADA COM NADA E SEM RESOLVER MEU PROBLEMA.QUERO MEUS PRODUTOS EM MINHA RESIDÊNCIA QUE JÁ PAGUEI.POR FAVOR QUE ENTRE EM CONTATO ALGUÉM COM RESPONSABILIDADE E AUTORIDADE PARA RESOLVER MEUS PRODUTOS PAGOS.

  17. Olá estou precisando saber sobre quando receberei meus produtos relacionados no pedido número 1312101006106972 da LightInTheBox.Com, pois estou tentando a vários dias contato com a loja sem sucesso ??

  18. 36 dias esperando para saber cadê a minha encomenda???? O número do pedido é 1312081108581022 . Aguardando uma resposta concreta e digna já que o prazo era até 20 dias úteis para chegar, já paguei pelo produto e nada de chegar. Estou insatisfeita com a loja

  19. Hello,

    my son ordered a mobil phone on the web site light in the box and made a mistake in my email. He typed an adress as styche2003@aol.com because we can’t connect us on the site with this email. I would like to know where is my order.

    Can you help me et contact me in order to give me information.

    Thanks a lot.

    Mister DERACHE

  20. URGENTE!!!! 23/01/2014

    Fiz um pedido em NOV/2013 e até o momento não recebi os produtos. POR FAVOR AGUARDO RESPOSTA!

    Preciso de um retorno.

    VERIANE/BRASIL

  21. meu pedido ainda nao chegou e ja foi pago disseram que levaria de 20 a 30 dias e ja se passarao quase 40 o que acontece nao tenho resposta do site…nao consigo nenhum contato. como faço para cancelar tudo e receber meu dinhero de volta,

  22. Hola he recibido mi pedio, fuera de plazo claro, pero esque me han cobrado las tasas de la aduana 14.19€ y me es imposible ponerme en contacto con vosotros de ninguna manera. Alguien sabe como puedo reclamar este dinero que no constaba que me iban a cobrar?

  23. j’ai passé commande le 1er fevrier 2014, pour un montant de plus de 60 euros, en plus j’ai payé” plus cher puisque j’ai choisi “colis urgent 5 jours” maintenant nous sommes en mars et mon colis ne m’est toujours pas parvenu, je commence à m’inquiétez sérieusement car je ne vois pas l’utilité de commander” en février d es articles dont je ne possede toujours pas et de plus qui sonr cencé être urgent, c’est pas sérieux tout ça, j’espère jusque “les voir” un jour, mais quand????

  24. Preciso receber a minha encomenda ate o dia 8 de Marco. Pois eh o dia da minha festa.
    Estou decepcionada com esse site e nao indico a ninguem.
    Ja faz mais de duas semanas que comprei e ate agora nao tenho noticias sobre o meu pedido.

    1. What kind of shipping option did you choose? The shipping option does affect how long it will take for the order to arrive. Also, keep in mind that 3-5 days or 10-15 days, or whatever option you chose, means business days–Monday-Friday. Finally, once the item arrives in your country, it may spend some time in customs, and there may also be an import tax. Please keep this in mind while you wait for your order. Thank you! Let me know if this helps! If you need more information, contact our customer service: http://www.lightinthebox.com/r/contact-us.html

  25. I am very dissatisfied with their service! You have canceled an order after it was payed, without giving any reason and NO REFUNDING MY MONEY!

    Estoy muy insatisfecha con su servicio! Me han cancelado un pedido después de haberlo cobrado, sin darme ningún motivo y SIN DEVOLVERME EL DINERO!

  26. Hi
    I am very disappointed with this site. I ordered a bracelete on 3rd February after registerign in your site and you immediately took the amount out of my accoutn through Paypal which I have their receipt of the transaction. Then nothing happened till 13th when I started to contact you on your site, but I actually didn’t existed there!!!!! so I couldn’t leave a message and follow my order. I registered again and tried to send you a message anyway I could, but you kept sending me a format email message that how I can follow my order on your site. How can I follow when that order doesn’t exist and mentioned on your site. If you give an email address I can send you the Paypal receipt of the transaction. My second Ticket ID is 5350231. Please somebody contact me and tell me what to do.
    Many thanks
    Katayoun Deylami

    1. Hello. I just checked with Customer Service and they say that your second ticket is still open. Please login and use that ticket to make your complaint. They will respond within 24 hours. I hope that helps! Thanks!

  27. I have not received a blue gown and two pairs of wedding shoes since I ordered them February 14. I have tried all numbers and order # and nothing. Your order #1402141406669740 the wedding is March 15 so I need the order or return the$293.57 that you have received. I am very upset and cannot accept that a company as large as yours has such a lax way of doing business. Please rush order or the money so I can buy another dress and shoes. My address is on the name block hope all this helps.

    1. Hi Bianca, I’m sorry about the problem. I will send your info to my colleague right now and we’ll get this sorted as soon as possible.

  28. NOBODY READS THE CUSTOMER COMPLAINTS ???!!!ENOUGH OF AUTOMATIC RESPONSES AND CIRCLE LINKS THAT LEAD TO NOWHERE!!!!
    ftorrinha@netcabo.pt – this is the mail address of my initial order, but I never could register myself under that username, nor ever did I get a new password as several times announced!

    I am waiting for 6 WEEKS for a few items and I want to know what is going on and I want A PERSONALIZED EXPLANATION OR IMMEDIATE REFUND!!!

    Nº do Pedido: 1401301209679193 Realizado a 30 Janeiro 2014

    I GOT A MAIL WITH AN AUTOMATIC ANSWER IN BROKEN PORTUGUESE WITH FALSE LINKS AND MISLEADING AND UNUSEFUL INFORMATION,
    WHAT CLIENT TREATMENT IS THIS? HOW CAN THE UNSATISFIED CLIENT GET SOME REAL ATTENTION????
    WHAT ABOUT A NAME AND AN EMAIL FOR POST SALES CUSTOMER CARE???
    PLEASE ANSWER URGENTLY, BUT NOT AUTOMATICALLY!!!!!

    Fernando

    1. Hi Fernando, sorry about the troubles. I’m sending your info to my colleague in customer service to check on your order. However, just to clarify some things that might help you understand the situation: Don’t forget that shipping estimates only include business days (that means 10-20 days only includes Monday to Friday, not weekends). Also, if you are located in Brazil and some other countries, your national customs often takes a while for packages to get through. Finally, have you submitted an electronic ticket with customer service? If not, please do so: http://www.lightinthebox.com/r/contact-us.html. Hope that helps! Thanks!

    2. Hello again! Just to let you know, your order was shipped on February 3, and since you chose free shipping, count 10-20 business days from that date. It will most likely have arrived in your country, but may be in customs. Hope this helps!

  29. Boa noite,

    Eu fiz uma encomenda de um vestido por medida, o número de pedido é 1403031306822497. Preciso de saber se o vestido chega a Portugal antes do dia 12 de abril. Sei que o pagamento já foi efetuado. É MUITO URGENTE saber se chega antes desta data, porque senão terei que procurar outra alternativa e pedir o reembolso do pagamento. Esta data é muito importante para mim, é o casamento do meu filho.
    Fico aguardar uma resposta URGENTE.
    Cumprimentos

    1. Hi Anabela, thanks for contacting us. I’ve checked your order. The item will be shipped on the 28 of March. Since you have chosen Standard shipping, which takes 5-8 days to Portugal, you should expect the dress between April 2 and April 5. I hope that helps!

      Talia

      1. Bom dia,
        Muito obrigado pela resposta. Só não sei o que significa o transporte padrão! Será que é o transporte de entrega Standard?
        Claro que ajudou, se realmente chegar nessa data, ainda fica algum tempo para os pormenores.
        Cumprimentos

        1. Standard shipping just means it takes 5-8 days to arrive. Expedited shipping is 3-5 and Super Save Shipping is 10-20. Are you in Brazil? Sometimes the items take a long time in Customs before they arrive to you.

          1. Boa tarde, informo que já recebi hoje dia 4 de Abril o vestido. Era exactamente aquilo que eu esperava, bem acondicionado, o tecido é bom, bons acabamentos, só está um pouco comprido, mas ainda tenho tempo de remediar a situação. Rapidez na entrega. Adorei o vosso serviço, estão de parabéns. Vou ficar vossa cliente e também vou recomendar o vosso sitio aos meus amigos.

            Os meus cumprimentos

          2. Thank you so much for your kind words! We’re happy you got your dress and that you are satisfied! Feel free to share pictures with us on our facebook page! Cheers!

            Talia

  30. Hallo……, ich habe sehr lange auf meine Bestellung gewartet, bestimmt über einen Monat. Ich habe mir wunderschöne Schuhe für meine Hochzeit bestellt und sie dann auch irgendwann mal bekommen. Leider sind sie aber viel zu groß, obwohl es meine Größe ist. Ich beschloss diese zurück zu schicken. Dies ist aber schwieriger als gedacht, da der Kundenservice (den man überhaupt nicht so nennen kann, da man nur eine maschinell angefertigte E-Mail erhält) einem überhaupt nicht weiterhilft.
    Ich bin wirklich genervt und frage mich wer auf so eine blödsinnige Idee gekommen ist, seinen Kunden könnte so ein Kundenservice weiterhelfen.

  31. More and more MIB customers are left unsatisfied. I was a loyal Customer. Say goodbye to Ronald.

    1. Impossible to leave any Customer Service message. No personal care.

    2. Phony “Express” orders to arrive. This is amazing. Competition surface is even faster.

    3. I had experienced very bad service and costly handling fees (22€ per delivery – This is NOT custom fees) with UPS. I was SOOO glad you switched to DHL. Seems you are back with UPS, i am very frightened.

    Bye Bye Ronald

    1. We’re very sorry to hear of your dissatisfaction. We’d like to address your concerns:
      1. We do indeed have a way to contact customer service, through our ticketing system. It’s quite simple. See this page for more information: http://www.lightinthebox.com/r/contact-us.html
      2. I actually don’t understand what this means here…We offer a variety of shipping options ranging from 10-20 days to 3-5 days.
      3. We still use DHL for shipping, and any excess fees incurred after purchasing on the site will be customs fees.
      Once again, we’re sorry to hear of this.
      Best,
      Talia

    1. Hi, we’re very sorry for the delay in response. If the item has not been shipped, it may be best to cancel the order and restart with the correct address.
      Let me know if this helps
      Talia

  32. La peor compra que he hecho en mi vida.
    Sigo esperando. Ya llevo 2 meses y todavia no he recibido nada. El tiempo estimado era de una semana.

    Llevo con la obra parada 2 meses y medio.

  33. I have tried to contact you since Feb 22,
    to get my tracking for these two orders
    #1402260010169374
    #1402241210140983
    but nobody has given any answer to me.

    I can see that there are many clients that are not satisfied with your support and services.

    Nô Brito

    1. Hi, I just checked your order and it has been confirmed as shipped. However, I see you are located in Brazil, and international packages are often stopped by your country’s customs for a long time. You may want to consider checking that option. We have many customers from Brazil, and this often happens. Let me know if that helps.

      Talia

  34. Bonjour , j ai passé commande le 06 février 2014 : n https://m.lightinthebox.com/fr/index.php?main_page=view_orders&order_id=6594657#
    La commande devait être expédiée hier donc le 27 mars 2014 ce qui fait déjà très long !!! Et sur le site la commande n est toujours pas notifiée comme envoyée . Je suis sur les nerfs car ça fait déjà longtemps que j attends !
    Je souhaiterais une vraie réponse sans que vous m envoyiez sur votre soit disant service client qui n en est pas un , et qui ne répond pas à cette question !! Une vraie réponse et ne me renvoyer pas sur votre site !

    1. Hi there, we are very sorry for the inconvenience. If you’d like to send me your order number, I will be happy to check on your order for you.

      Thanks,
      Talia

  35. Yesterday i received my order. A car multimedia. A car electrician put it in my car but is not working. He told me it is broken. What should i do?

  36. Good afternoon ,
    I’ve just checked my order status and I founded that it’ will be sent around the 04/09/2014!!! I really really need it before because I bought it for a wedding that is 04/02/2014 ( the 2th of April) . Can you send it as soon as possible please? Otherwise I will have to cancel it. Thank you very much

    My order number is 1403150806925792

    1. Hello, I’m sorry to let you know that your order won’t be sent until April 9. The reason for this is because these formal gowns are made-to-order, meaning we don’t keep them stocked in a warehouse. Rather, our tailors make them when they are ordered. You’ll notice that when you chose your size and color, text appeared above the “add to cart” button giving you this information. I’m sorry there’s not much we can do :( If you’d like to cancel your order, please log in to your account, select your order number, and choose “cancel.” I hope this helps!–Talia

  37. why is there no way to contact you folks directly? my order is a month late, you have charged my card and i had to set up a new account in order to write this because you computer would not recognize me or my email!

    1. In reference to your order, please send me your order number so I can check on it for you. As for “our computer” not recognizing your email…I’m not sure exactly what you mean. In any case, please send the number and I will be happy to check for you!

  38. hello

    ieri abbiamo comprato sul sito Lightinthebox in valore cca 140 usd ,abbiamo fatto il pagamento via mastercard e non troviamo piu l’ordine ,voglio sapere se quest’ordine essiste anche perche nn ho ricevuto nessun email di conferma

    grazie

    1. Hi! If you would like to check on your order, please log in to your account and select “my orders” from the “my account” dropdown menu. There you will be able to see your orders. If you need further help, let me know! –Talia

  39. jai fait une commande chez vous vous m’avez encaisse l’argent le 20/03/20014 d’un montant de 35 euro 13 le numero de commande est 1403200510651896 et a se jour je n’est rien recu ni reponse a ma question ni ma commande elle est meme pas marque sur le site a (mes commandes) j’aimerai savoir ou cela en est vous avez mes coordonne pour me contacte merci

    1. Hi, I checked the order number you gave me and the order showed up under a different name of someone living in the US. Is there perhaps a mistake in the way you typed the number?

  40. I am really very unsatisfied with LightInTheBox Customer service. I made an order and received something completely different – packages were obviously mixed somewhere in the process, but Customer Service completely ignores my complaint ticket and I have not received any kind of answer for days – that is the worst possible scenario – mistakes can happen, but unwillingness to solve them means they are really unreliable.

    1. Hi Zane, we’re sorry for the inconvenience. Were you able to contact our customer service through the ticketing system? Do this by logging into your account and choosing “my orders” from the “my account” dropdown menu. There, click on the order number. You will see a number of links with references to order issues (payment, cancellation, returns, etc.) Click on the relevant one, and then fill in the form. Let me know if this helps!–Talia

  41. hello
    I am a good client of you, I try to ask you several times why my parcel is still not delivered ? My question on your website is closed by you so I can’t find the way to contact you anymore !!! number of the order 1402131409938532
    I am waiting for almost 2 month since my order , february the 13th. You can look my account, I bought a knew thing in mars the 26th that arrived this morning. So there is a trouble with this specific order
    please, can you refund me? because I waited to long and I don’t need this things anymore.
    I can’t open a ticket on this order anymore and i am desperate !!!
    thank you for your help.
    fabrice lambert
    fabfablam@hotmail.com

    1. Hi Fabrice, I checked your order and it appears that all the items have been returned. Please open a customer service ticket by clicking on the order number and then selecting any link. That will lead you to open a ticket request. Our customer Service team will be able to help you figure things out. Thanks!

  42. Olá, fiz um pedido ontem , efetuei o pagamento por boleto porem qd entro em minha conta o pedido ainda está lá a ser pago e aindas com valor alterado. Depois de ler tantas reclamações fico receiosa com tal site de compras e adianto a pessoa (Talia) que é quem esta respondendo aqui pelo site que se não obtiver resposta e nem reber meus produtos no prazo de 8 dias como diseeram ,, vou entrar com medidas legais às que tenho direito. Para evitar tal transtorno, peço que verifiquem por gentileza meu pedido. Numero do boleto pago é 2194553,

    1. Hi there, sorry for the late reply. I’m not sure I understand what you need. How can I help you? Would you please send me your order number? To find it, please log in to the site, then choose “my orders” from the “my account” menu. You will find the order number there. Please send that to me here, and I will check your order for you. Thank you!–Talia

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