Shein agreed to pay US$ 100 million to end an investigation by the Federal Trade Commission (FTC), the U.S. consumer protection agency, involving delivery delays and customer complaints. The amount was reported by Reuters on Friday, the 23rd, based on a source with direct knowledge of the agreement.
The retailer confirmed to the news agency that it had reached a “constructive outcome with the FTC” and said it would disclose more information soon. The company, however, did not publicly confirm the amount, while the U.S. regulator declined to comment.
The reported amount is equivalent to approximately 44% of Shein’s profit in the second quarter of 2026. The company had already warned, in documents filed in July for its initial public offering in Hong Kong, that the investigation could result in significant financial penalties.
Records reviewed by Reuters comprise more than 12,000 complaints
FTC documents reviewed by Reuters show that consumers filed more than 12,000 complaints related to Shein between January 2020 and June 2026. The reports involve purchases that, combined, exceed US$ 11 million.
Some of the complaints describe orders marked by the platform as delivered, even though buyers said they had not received the products. There are also reports of difficulties resolving problems through customer service.
The complaints were filed with the FTC and the Better Business Bureau, a U.S. organization that receives consumer complaints about companies.
Reuters notes that it was unable to independently verify the accuracy of the complaints or determine how many were resolved. Therefore, the records do not represent 12,000 proven irregularities, just as the value of the purchases mentioned does not necessarily correspond to confirmed losses.
In addition to selling own-brand clothing, Shein operates a marketplace that brings together independent sellers in categories such as toys, home appliances and home goods. This structure broadens the diversity of products and business operations present on the platform.
In the United States, the FTC maintains rules requiring merchants to communicate adequately about delays in shipping goods and the option to cancel for a refund. In 2020, the agency announced a settlement of US$ 9.3 million with Fashion Nova over issues related to shipping deadlines and returns. The specific terms of the agreement with Shein, however, have not yet been disclosed.
The negotiation comes as the company faces other regulatory pressures. In the European Union, new tariffs on low-value parcels will raise import costs starting in November. Shein also remains under investigation by the European Commission over suspicions related to the sale of illegal products on its marketplace.
Until the details of the U.S. agreement are disclosed, the payment terms and the possible existence of consumer compensation measures remain unknown.
