FAQ

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

General Information

What is Omeluz™?

Omeluz™ is a retail brand offering products selected for practical use. Product descriptions provide information about the characteristics and intended applications of the items available through our store.

Who operates the Omeluz™ website?

The website is owned and operated by Guangzhou Dongkai Trading Co., Ltd. The company's business address and legal representative are identified at the beginning of this page.

How can I contact customer service?

You can email service@omeluz.com. Telephone support information and customer service hours are listed on our Contact Us page.

Our standard after-sales response and processing time is within three business days.

What information should I include in an inquiry?

For an order-related inquiry, include your order number, the relevant product name, and a clear description of the issue.

For damaged items or delivery discrepancies, photographs and tracking information may help us review your request.

Please do not send passwords or unnecessary sensitive personal information through ordinary customer service messages.

Shipping and Delivery

How long does shipping take?

Our estimated shipping transit time is 3–7 days after dispatch.

Order preparation occurs before dispatch and is separate from the transit estimate. Processing duration may depend on product availability and fulfillment requirements. If you need clarification about the expected dispatch date, contact customer service.

How much does shipping cost?

Applicable shipping charges and available shipping offers should be displayed in the order summary before an order is confirmed.

The applicable charge depends on the actual shipping arrangements for the order. If the information is missing or unclear, please contact customer service before confirming the order.

Where will my order be dispatched from?

The dispatch location may depend on product availability and fulfillment arrangements. We do not guarantee dispatch from a particular warehouse or location unless the relevant product or order information expressly confirms it.

For a question about a specific shipment, contact us with your order number.

How can I track my order?

When tracking information becomes available, it should be provided through the relevant shipping confirmation or order communication.

Carrier updates may take time to appear after dispatch. If the tracking record remains unchanged for an extended period, contact our team with your order number and tracking reference.

What should I do if my parcel is delayed?

Contact service@omeluz.com if your parcel appears unusually delayed or the tracking information does not reflect the expected progress.

Please provide your order number and tracking reference, if available. We will review the available information and assist with an investigation where appropriate.

What if tracking says “Delivered” but I have not received my parcel?

Contact our customer service team and explain the discrepancy. Include your order number and any available tracking information.

A delivered status does not automatically prevent further review. We will assess the available information and determine the appropriate next steps.

Returns and Refunds

What is your return period?

Eligible return requests must be submitted within 30 days after delivery.

Please contact us before sending an item back so that we can review the request and provide the appropriate instructions.

How do I request a return?

Email service@omeluz.com with your order number, the product concerned, and the reason for your request. Include photographs where relevant.

Our standard after-sales response and processing time is within three business days. More complex cases may require additional investigation.

Can I return an item I no longer need?

A preference-based return may be eligible within the 30-day return period, subject to the item's condition and the applicable return requirements.

Please contact us to confirm whether your particular item qualifies and to obtain the appropriate instructions.

Where should I send my return?

Do not automatically send merchandise to the company's business address.

Once a return is authorized, our customer service team will provide the appropriate return destination and instructions. Please wait for authorization before arranging shipment.

Who is responsible for return shipping costs?

For preference-based returns, customers are generally responsible for return shipping costs, subject to applicable law and any specific terms communicated for the order.

If an item arrives damaged, defective, incorrect, or materially different from its description because of an issue attributable to the seller, we will provide an appropriate solution without requiring the customer to bear additional return costs, subject to applicable law.

How long do refunds take?

Approved refunds are generally processed within 7–10 business days after approval.

If a returned item must be received and inspected, the refund decision may not be finalized until that review is complete. The stated processing period begins after approval rather than necessarily from the date the initial request is submitted.

Can I cancel an order?

Contact customer service as soon as possible if you wish to cancel an order.

Cancellation depends on the fulfillment status and cannot be guaranteed once preparation or dispatch has progressed. If the order has already been dispatched, you may request a return after delivery under the applicable Return Policy.

Product Information

How do I determine whether a product meets my needs?

Review the product description, specifications, dimensions, materials, and usage information on the relevant product page.

If you are unsure, contact customer service with the product name and your question before using the item.

Will a product look exactly like its photographs?

We aim to represent products accurately. Minor differences in color or appearance may occur because of lighting, photography conditions, or display settings.

If an item is materially different from its description, contact us so that the issue can be reviewed.

What should I do if product information is unclear?

Email service@omeluz.com and identify the product and the information you need. Our team will review the available details and provide clarification where possible.

Privacy and Website Policies

How is my personal information handled?

Personal information is handled according to our Privacy Policy. Depending on your interactions with the website, this may include contact details, order and delivery information, customer service correspondence, and technical information.

How can I submit a privacy request?

Email service@omeluz.com and describe your request. Depending on applicable law, you may be able to request access to, correction of, or deletion of personal information.

We may need to verify your identity before processing certain requests.

Where can I find the website's policies?

The website's policy pages should be accessible through the relevant navigation or footer links. These include About Us, Contact Us, Terms of Use, Terms of Service, Shipping Policy, Return Policy, Privacy Policy, and FAQ.

If a policy link does not work or a page cannot be accessed, contact customer service.

Additional Assistance

If your question is not answered here, please contact service@omeluz.com.

Our standard after-sales response and processing time is within three business days. For return eligibility, delivery estimates, and refund processing, refer to the relevant policy for the detailed conditions.