Have you ordered Diamond Paintings and accessories from Aliexpress and what you ordered is not complete or broken? Then you can contact AliExpress and get help to sort out the problem. You can even get your money back. Here I explain how you go about opening a dispute with AliExpress.

What is a dispute?

Dispute is what you end up in when you do not think that what you received meets what the seller has described.

Contact the store first

Before contacting AliExpress, it is always good to contact the store and try to sort out the problem. If it’s a good store, they can send you new things. I was missing a canvas in an order I made and I contacted the store. However, it became apparent in the conversation that they did not understand what I meant. So then I opened a dispute with AliExpress instead and got the money back.

What are the requirements to get the money back?

As AliExpress offers Basic Buyer Protection, they guarantee that your package will arrive on time and as described. If there is something wrong, you have the right to get the money back. However, there are some requirement that you must fulfill in order to be included. These are listed below.

  • The purchase has been made via the AliExpress website or app.
  • The item you received was damaged, defective, or substantially different from the item represented on the product detail page.
  • Your order did not arrive not due to factors related to the buyer (for example: the wrong shipping address was provided).
  • Your AliExpress account is in good standing.
  • Your item is returned to the seller due to customs duties (customs clearance/taxes are not included).


On the website you log in with your account and then go to “orders”. Here you can see more information about your order under “View Detail” and also contact the seller by pressing the “Contact seller” button. If you want to open a dispute, press “open Dispute”.

Press “Open Dispute” to open a case with AliExpress about your item.

When you click on “Open Dispute” you will receive a form with questions that you need to answer. The first thing you need to decide is if you want to do a “Refund Only” or a “Return Goods”. “Refund Only” means you want the money back. You can either claim all the money back but only if it you have not received the item. If, on the other hand, you have received the item but it is not as described, you can request a refund of some of the money. “Return Goods” you choose if you want to return the item and get the money back. However, keep in mind that you will probably have to pay shipping fees to return what you purchased.

You can choose between “Refund Only” or “Return Goods” when you open a dispute with AliExpress.

Once you have made your choice, you need to answer why you want to get the money back. There are a couple of choices you can choose from and you choose the one that is the closest reason to why you want your money back. You also need to fill in how much money you want back. Keep in mind that the only time you can get the full amount back is if you have not received any product or if you are returning the one you received. Afterwards you also need to fill in a detailed description of why you want the money back, as well as attach pictures as proof of what you write. When everything is filled in, press “Submit”.

State why you want to get the money back or return your item.

Now you just need to wait for an answer. If they agree with your proposal, they will get back to you and you just have to accept it. However, you may receive a counter-offer from the seller regarding the amount you requested back if it is so that they think you have requested too much. Here you have the choice to accept their bid or place a counter-offer yourself.

For me, things went very smoothly when I asked for money back. My problem was that I only got the drills and no canvas. I photographed the bag with drills and wrote in the description that I only got the drills and no canvas. The amount of money I wanted back was almost the whole amount and I didn’t think I would get it back. But I got it and it ended up in my account pretty quickly. You will get the refund paid back the same way as when you made your payment.

If you want to read more about the AliExpress refund you can do so here: AliExpress refund.