Contact Us

01 / Questions About an Existing Order

If you have placed an order, please contact Customer Care with enough information for us to locate your purchase and review the issue. Avoid sending sensitive financial credentials.

• The order number shown in your confirmation message.
• The name and email address used at checkout.
• The product or item concerned and the nature of your question.
• Your telephone number, if relevant to a delivery issue.
• Any tracking number or supporting photos that may help.

02 / Damaged, Incorrect, Incomplete or Missing Items

Let us know if your package arrives damaged, a listed accessory is missing, an incorrect product is delivered, an item arrives incomplete, or a product appears materially different from its description.

Clear photos of the product, shipping label, outer packaging, and relevant parts can help our team investigate. Keep the item and packaging until our team confirms the next steps; do not assume the goods should be discarded.

03 / Product Concerns & Decorative Item Care

For a wreath, please describe any damaged frame, charm, ribbon, or hanging component. For a table runner, identify the affected stitching, trim, printed or embroidered area. For a tabletop organizer or bookend, tell us which structural or decorative element is involved.

Where the issue involves assembly or moving parts, a short video may be useful. Please check the item-specific description for care and use restrictions before contacting support.

04 / Requesting a Return or Refund

Contact Customer Care before returning any item. We will review your request against the Return & Refund Policy and provide the proper destination and authorization steps if applicable.

The business registration address is not automatically the return warehouse. Do not send products to that address unless our team specifically instructs you in writing.

05 / Questions Before Placing an Order

Before checkout, you can ask about listed product measurements, included accessories, decorative functions, hanging methods, care information, available variations, suitability for indoor or covered-outdoor placement, and other details shown on the product page.

We aim to clarify information available for the specific item and avoid making unsupported promises about properties that are not listed.

06 / Shipping, Tracking & Delivery Issues

If tracking is unavailable, a package appears delayed, or the carrier records delivery but the parcel cannot be found, send us the order number and available tracking information.

We may ask you to check the delivery address, mailbox, household members, neighbors, building reception, or shipping carrier as relevant before further investigation.

07 / Response Time & Customer Service Hours

We aim to respond to customer messages within 24 hours. Messages are reviewed during our posted Customer Service Hours; complex payment, carrier, product-condition, or return investigations can sometimes require additional time.

Messages sent outside those hours can still be submitted by email and will be reviewed when support is available.

Customer Service Hours: Daily, 8:00 AM – 10:00 PM.

08 / Best Way to Reach Our Team

For questions involving an existing order, email is usually the best option because it creates a written record and allows you to attach documents or photos.

Please never email a complete payment-card number, card security code, banking password, or account login credentials.

Email: service@ryluivora.com
Phone: +86 18126080560