Contact us

📞 Contact Us

We’re Here When You Need Us

Questions about a Kerviuna™ product, an existing order, delivery, returns, or anything else related to your shopping experience?

Our customer support team is available to help.

For the fastest assistance, please contact us using the details below and provide as much relevant information as possible.

📧 Email Support

service@kerviuna.com

Email is recommended for:

Product questions
Order assistance
Shipping and tracking inquiries
Return or refund requests
Damaged, defective, or incorrect items
General customer service questions

If your message concerns an existing purchase, please include your order number so our team can identify the order more efficiently.

For product-related issues, photos or videos may also help us better understand the situation where relevant.

📞 Phone Support

+86 13345818122

You may contact our customer support team by phone during our regular business hours.

For order-specific inquiries, please have your order number available when contacting us.

🏢 Business Address

Hangzhou Xinsheng Culture Media Co., Ltd.
Room 4248, 3rd Floor, Area A
No. 230 Tianmushan West Road
Xianlin Subdistrict, Yuhang District
Hangzhou, Zhejiang, China

Please note: This is our registered business address.

If you need to return a product, do not send the item to this address unless Customer Support specifically instructs you to do so.

Once an eligible return request has been reviewed and approved, our support team will provide the appropriate return warehouse address and return instructions.

🕘 Customer Support Hours

9:00 AM – 10:00 PM

This is the standard customer service schedule used across the Kerviuna™ store.

Messages received outside normal support hours will be reviewed during the next available service period.

📦 Contacting Us About an Order

To help us assist you efficiently, please include the following information when your inquiry relates to an order:

Your full name
Order number
Email address used when placing the order
A short description of your question or issue
Photos or videos where relevant

Providing complete information can help reduce unnecessary follow-up and make it easier for our team to review your request.

Returns, Refunds & Product Issues

If you would like to request a return, report a damaged or defective product, or tell us that you received an incorrect item, please contact:

service@kerviuna.com

Please include your order number and relevant details.

Approved returns must follow the return instructions and return warehouse address provided by our Customer Support team.

If an item arrives damaged, defective, incorrect, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution in accordance with our Return & Refund Policy, without requiring you to bear additional costs resulting from our error.