If you already placed an order, include the order number and the email used at checkout in your message. This helps us identify the correct purchase and review the current status without unnecessary delays.

For tracking inquiries, please share the order number and any tracking reference you received. We can review the available fulfillment and carrier records.

If a wooden shelf, rattan-style tray, keepsake box, display stand, textile basket, or other item arrives damaged, incorrect, incomplete, or substantially unlike the listing, please contact us promptly. Keep the product and its packaging until we can review the issue.

• Your order number and the affected product name.
• A short explanation of what is wrong or missing.
• Clear photographs or video of the affected item.
• Images of the outer package and shipping label if the package or contents arrived damaged.

Once the details are reviewed, we will recommend the appropriate return, replacement, refund, or reshipment route based on the circumstances.

Please request authorization before sending any item back. The registered company address is not automatically our merchandise returns center.

After approving a request, customer support will share the correct destination, packaging guidance, and any applicable shipping instructions. Unapproved parcels sent to the wrong address may be difficult to trace or process.

Our team generally aims to reply to customer inquiries within 24 hours. Support hours are 8:00 AM - 10:00 PM Daily; cases requiring carrier or payment investigations may need more time.

Email service@vexqomz.com or call +852 2670 3509.