Get in touch
Questions about a product, an order, or a return? We are here to help. Our team replies during business hours and will do our best to resolve your request on the first email.
To help us answer faster, please include your order number and the product name in your message.
Returns must start with an email to customer service. Do not ship an item back until we send written approval and a return address.
Contact us
Customer service hours
Monday–Saturday, 9:00–18:00 Beijing Time (UTC+8)
Sunday and public holidays: closed
We aim to reply within 24 hours on business days. If you do not see a reply after 2 days, check your spam folder and send the message again.
This is the fastest way to reach us for order tracking, size advice, shipping changes (before dispatch), and returns. All return requests must be sent to this address first.
Phone
You can call during customer service hours. For order issues and returns, email is usually faster because we can look up your order and photos.
Business address
Velora Snow
Hefei Nuorui Information Technology Co., Ltd. (合肥诺睿信息科技有限公司)
Unified Social Credit Code: 91340104MAKF3D2950
Room 2015, Floor 2, Zone D, Building 3, Phase 3, E-commerce Industrial Park
Southeast corner of Huafeng Road and Zhenxing Road
Shushan Economic Development Zone, Shushan District
Hefei, Anhui 230088
China
Please do not mail returns to this address unless we have sent you a return authorization and a return warehouse address. Unsolicited parcels may be refused.