Our team works on Beijing time (UTC+8). When you open a support ticket, or ask the assistant to pass your chat to a person, the reply appears in the ticket or in the same chat. We don’t promise a fixed reply time, and anything that needs the seller or our back office (a return, a refund, a password reset) takes longer than a reply; we keep you updated in the ticket. For the fastest answer, include your order or parcel number. The assistant at the bottom right of every page answers straight away and can look up your orders when you are signed in.
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Still stuck?
Open a support ticket from your account, or ask the assistant at the bottom right — it uses the same articles and can look up your orders when you are signed in.