Contact Us
Help with your crystal décor, from choosing a piece to caring for an order.
Last updated: September 30, 2026
Get in touch
Email: service@usvirelo.com
Phone: +86 193-7499-3775
Support hours: 8:00 AM–10:00 PM, China Standard Time (UTC+8)
Response target: Within 24 hours.
Requests that require investigation with a carrier, payment provider, or fulfillment partner may take additional time to resolve.
Help with an existing order
Please include your order number and the email address used at checkout. For delivery questions, include the tracking number if available. For product questions, include the product name or link.
Never send your full payment-card number, security code, online banking password, or account password by email.
Damaged, incorrect, or incomplete orders
Please contact service@usvirelo.com within 7 calendar days after delivery if an item arrives damaged, defective, incorrect, incomplete, or materially different from its description. Include your order number, a description of the issue, and clear photographs or videos where appropriate, including the packaging and shipping label. Once an issue attributable to us is confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other solution without additional costs caused by that error. This reporting request does not limit rights or remedies that cannot lawfully be restricted.
Before returning an item
Eligible preference-based returns may be requested within 30 calendar days after confirmed delivery. Read our Return & Refund Policy for conditions and costs.
Contact us before returning any item. Our business address is not automatically a return warehouse. After reviewing an eligible request, we will provide the appropriate return address and instructions.
Shipping and tracking
Normal processing takes 2–4 business days, or up to 5 business days during busy periods. Standard U.S. transit is generally 10–15 business days after dispatch. Processing and transit are separate periods. See our Shipping Policy for details.
Privacy requests
To request access, correction, deletion, or an applicable advertising opt-out, email service@usvirelo.com with the subject “Privacy Request.” See our Privacy Policy for more information.