How to reach support
Where to write, and when we are awake.
Where to write
WhatsApp. The green button in the top bar of the app opens a chat with our team. Fastest for anything urgent.
Email. For anything with attachments, or anything you want a written record of. Money, quotes and disputes are better in email than in chat.
In the app. Order-specific questions are best raised against the order, so we can see exactly what you are looking at.
When we are here
We are in Shenzhen. The clock in your top bar shows our local time next to yours, so you can tell at a glance whether you are writing into our working day or our night.
If you write outside our hours, we pick it up when the team is back. Worth knowing so an overnight silence does not read as being ignored.
Make the first message the useful one
Most delay is a round trip asking for something you already had. Include:
- The order number, beginning PS. One number finds everything.
- What you expected, and what happened. One sentence each.
- A screenshot or photo, if there is anything to see. On anything damaged or incorrect, the photo is the message.
- What you need. Replacement, refund, or an explanation to send your customer.
Send it once, in one message, rather than across five. Slower to write and much faster to resolve.
Before you write, two checks that resolve most things
For a missing order: open My Stores and confirm the store shows Connected. A disconnected store stops order flow silently. See Your store disconnected.
For an order that has not moved: check its status. Most "stuck" orders are moving normally through Sourcing. See What each order status means.
What to tell your customer while you wait
Do not leave them without a reply because you are waiting on us. Tell them now that you are on it, and give them a time you will come back to them.
On a damaged or wrong item you do not need to wait at all. The remedy is standing policy, so you can promise the replacement immediately and sort the paperwork with us afterwards. See Lost, damaged, or the wrong item.
Frequently asked
Is WhatsApp a real person? Yes. Which is faster, WhatsApp or email? WhatsApp. Use email when you want a record. Can I speak to someone on a call? Ask and we will set one up. Can I see the warehouse? A live video tour is available on request. Nobody has replied. Check the time in Shenzhen first. If it is well inside working hours, send the order number again.
Still need help?
Real humans on every reply. Average response under 2 hours during business hours.