How can we help?
Have a question about an office product, existing order, delivery, tracking, return or refund? Our customer support team is here to help make your XEVAEVEK™ experience clear and straightforward.
Questions About an Existing Order
If your question concerns an order you have already placed, please provide enough information for our team to locate and review the order efficiently.
Please include, where applicable:
- Your order number.
- The name used on the order.
- The email address used during checkout.
- Your telephone number where relevant.
- The product involved.
- A brief but clear description of your question.
Problems With Your Order
Please contact us if something does not look right when your order arrives.
This may include:
- A damaged or defective office product.
- An incorrect item.
- A missing component.
- An incomplete order.
- A product materially different from what was ordered.
- A package that appears damaged during delivery.
Clear photographs or video of the product, packaging and shipping label can help us understand the situation more quickly.
Helpful Information When Reporting a Problem
Please include your order number, a brief explanation of the issue, the product concerned and clear photographs or video where appropriate. If only one component is affected, identify that component specifically.
Before Returning an Item
Please contact customer support before sending merchandise back.
Do not send returns to the registered business address unless our customer support team specifically instructs you to do so.
Approved returns may need to be sent to a designated return facility. After reviewing your request, we will provide the applicable return instructions and return address.
Product Questions Before Ordering
Not sure whether a product is appropriate for your workspace? You are welcome to contact us before ordering.
Our team can help clarify the information displayed on the relevant product page, including intended use, product structure, dimensions where available and other listed specifications.
Shipping & Tracking Questions
If tracking has not updated for an extended period, your package appears significantly delayed or tracking shows delivered but you cannot locate the parcel, email us with your order number and tracking information.
Payment Questions
If you believe a payment was charged incorrectly, duplicated or is unexpectedly pending, contact us with your order number and a description of the issue.
For security, never email complete credit-card numbers, security codes or online-banking passwords.
Privacy Questions
Questions or applicable requests relating to personal information may also be submitted to service@xevaevek.com. Identity verification may be required before certain privacy requests can be completed.
Response Time
Customer enquiries are reviewed during our customer service hours: 9:00 AM – 7:00 PM (China Standard Time, UTC+8).
Response time may vary depending on enquiry volume, order-verification needs, shipping investigations, return reviews or the amount of information required to evaluate a request. We aim to respond as promptly and clearly as reasonably possible.