We believe in delivering excellent customer service and will do everything possible to satisfy our customers. If you have any questions, comments or suggestions, feel free to contact us!
Kind Note: For our customer service colleagues can quickly and clearly understand your questions or problems, then reply to you within 24-48 hours. please submit a ticket directly.
Service Hours: Monday to Friday, GMT+8 ：9:00 AM to 6:00 PM
Example
Important Notice
If you need to contact us via email, please follow the example below for more efficient issue resolution. Be sure to include your WhatsApp number (red fields are required if you do not receive a response within a reasonable timeframe).
Order Status Inquiry
Email Subject: [Order Inquiry] Order No. XXX – Logistics Status Inquiry
Email Body:
I am a customer of your store (Name: XXX, Email: XXX). On XXXX-XX-XX, I placed an order through your store with Order No.: XXX (Required field, see order details page) for the item [XXX (Item Name, e.g., “XX Pendant”)]. Currently, no shipping information is displayed in the order center. I am inquiring about the following: ① Has this order been shipped? ② If shipped, what is the corresponding carrier’s tracking number (e.g., DHL/USPS)?
Please verify and respond. Thank you!
Contact Information (optional, for quick contact with the merchant): XXX (Mobile Number/Instant Messaging ID)
After-Sales Returns and Exchanges
Email Subject: [After-Sales Request] Order XXX, XX Item Size Mismatch Exchange Request
Email Content:
Dear Sir/Madam,
Requesting an exchange
Email Body:
Dear Customer Service Representative,
I am a customer of your store (Name/Email: XXX) with order number XXX, placed on XXXX-XX-XX. I received the purchased [XXX Item (e.g., “XX Ring”)] on XXXX-XX-XX (Shipping Tracking Number: XXX).
Upon inspection, I found [Problem Description (Required, must be specific): e.g., “Size runs small, tags still attached” / “Jewelry has cracks or damage, see attached photos for details”]. I now request [Resolution (Required): Exchange (for different size) / Return for Refund].
Attachments include: ① Product defect photos (3 images: full view + close-up details); ② Shipping label photo.
Please provide the return/exchange procedure (e.g., return address, shipping cost responsibility). Thank you for your assistance!
Payment issues
Email Subject: [Payment Issue] Payment Failed for Order XXX on XX/XX/XX, Displaying “Card Declined”
Email Content:
Dear Sir/Madam,
On XXXX-XX-XX at XX:XX, I attempted to pay for order XXX (order amount: XXX USD) via [Payment Method (Required, e.g., “PayPal / Credit Card Visa ****1234”)] but received an [Error Message (Required, e.g., “Card declined by issuing bank” / “Payment timed out”)] without confirmation of successful payment.
Please advise: ① Has this order been generated? Do I need to resubmit payment? ② If resubmitting, are alternative payment methods available?
Attached is a screenshot of the payment failure. Thank you for your assistance in verifying this matter!
Logistics Abnormality Feedback
Email Subject: [Logistics Issue] Order XXX, Tracking Number XXX Stalled for 3 Days
Email Content:
Dear Sir/Madam,
I am customer XXX (Order No.: XXX). The corresponding logistics tracking number for this order is [XXX (e.g., USPS: 9400111899560000000000)]. The logistics information shows that the package “arrived at the XX warehouse on XX/XX/XXXX and has not been updated since” (Abnormal Description, Required).
Attached is a screenshot of the tracking page (highlighting the stagnation period). Please assist in contacting the carrier to investigate the cause and confirm whether there has been a loss or sorting error. Thank you!
Complaints and Suggestions
Email Subject: [Complaint/Suggestion] Delayed After-Sales Response for Order XXX
Email Content:
Dear Sir/Madam,
I submitted an after-sales request email regarding order XXX (product quality issue) on XXXX-XX-XX (Email Subject: XXX). However, as of today (XXXX-XX-XX), I have yet to receive a response from your store, preventing me from promptly addressing the product issue (objective description of the problem, required).
My requests: ① Expedite the processing of this order’s return/exchange request; ② I hope your store will optimize its after-sales response mechanism (e.g., by setting a 24-hour initial reply timeframe).
Please have the relevant personnel follow up. My contact information is: XXX (mobile number). I look forward to your feedback.
Required field
1. Must include “Order Number”: For any inquiries related to existing orders (order tracking, after-sales service, logistics), the order number must be specified in both the subject line and message content. This enables the highest retrieval efficiency in the merchant backend and prevents records from being missed due to references only by “name/product.”
2. Attachments must be clearly named: When uploading photos/screenshots, use this naming format: “Order XXX – Issue Type – Sequence Number” (e.g., “Order 12345 – Product Unraveling – 1”) for easy merchant reference.
3. Provide “alternative contact details”: If email responses are delayed, include a mobile number or WhatsApp/Messenger account to enable merchants to reach you promptly in urgent situations (especially when return/exchange deadlines are involved).