Contact Us

Omeluz™ is owned and operated by Guangzhou Dongkai Trading Co., Ltd.

Business Address: Room 202, No. 9 Tianpingjia 2nd Lane, Tianhe District, Guangzhou | Legal Representative: Feng Jingyuan | Customer Support Email: service@omeluz.com

Telephone: +86 13159242393

Customer Service Hours: 8:00 AM–10:00 PM

Standard After-Sales Response and Processing Time: Within 3 business days

Customer Support

The Omeluz™ customer service team is available to assist with product questions, order status inquiries, shipping concerns, return requests, refund questions, and other matters relating to our website and customer service procedures.

We encourage customers to contact us directly when information is unclear or when an issue requires individual review.

Product Information Requests

If you have a question about a product's characteristics, specifications, intended use, or other listed details, please identify the relevant item and explain what information you need.

Our team will review the information available to us and provide clarification where possible. Customers should review product descriptions and applicable instructions before using an item.

Order and Delivery Assistance

For questions about an existing order, please include your order number and a concise description of the issue.

If the inquiry concerns delivery, include the tracking reference where available. Please contact us if the parcel appears delayed, the tracking record has not changed for an extended period, or the delivery status does not match the actual circumstances.

We will review the available information and, where appropriate, investigate the issue with the relevant delivery service.

A tracking status marked as delivered does not automatically prevent further review of a missing-parcel report.

Return and Refund Inquiries

To request a return, email service@omeluz.com with your order number, the item concerned, and the reason for your request.

Eligible return requests must be submitted within 30 days after delivery. Please contact us before sending an item back so that our team can review the request and provide the appropriate instructions.

For damaged, defective, incorrect, or materially misdescribed items, please include photographs where available. This information can help us understand the circumstances and determine an appropriate solution.

Approved refunds are generally processed within 7–10 business days after approval. Additional details concerning eligibility and return procedures are available in our Return Policy.

Please do not send merchandise to the business address listed above unless our customer service team has expressly instructed you to do so. The business address is not automatically the designated return warehouse.

Response and Case Handling

Our standard after-sales response and processing time is within three business days. Cases requiring additional investigation, carrier records, photographs, or other supporting information may require further review.

Customer service hours are 8:00 AM–10:00 PM. These are our stated service hours and do not change the standard after-sales processing timeframe.

To help us handle your request efficiently, please provide accurate information and respond to reasonable requests for clarification.

Privacy When Contacting Us

Please provide only the information reasonably necessary to address your inquiry. Avoid sending passwords or unnecessary sensitive personal information through ordinary customer service messages.

Information submitted to our team will be handled in accordance with our Privacy Policy and applicable law.

We appreciate the opportunity to assist and encourage customers to contact us whenever a product, delivery, or policy question requires clarification.