KELSVORA™ | Operated by Hangzhou Xuxiantuan Network Technology Co., Ltd. | Registered Address: Room 113, South Building, No. 2-1, Wujiamen, Xinggongtang Village, Liangzhu Street, Yuhang District, Hangzhou City, Zhejiang Province, China | Legal Representative: Wang Xuean | Email: service@kelsvora.com
Effective date: September 30, 2026
Customer Care Desk
KELSVORA™ welcomes questions about products, orders, deliveries, returns, privacy choices, and the use of this website. The customer care desk is managed for the brand by Hangzhou Xuxiantuan Network Technology Co., Ltd. Messages are reviewed and answered within 3 business days. A complex case may require further investigation, but we will use the first response to acknowledge the request, request any missing details, or explain the next stage.
Contact Channels
- Email: service@kelsvora.com
- Telephone: +86 185 7892 9615
- Service hours: Monday through Friday, 9:00 a.m. to 6:00 p.m. China Standard Time (UTC+8), excluding statutory public holidays in mainland China.
- Postal address: Room 113, South Building, No. 2-1, Wujiamen, Xinggongtang Village, Liangzhu Street, Yuhang District, Hangzhou City, Zhejiang Province, China
Email is the most effective channel for requests that involve photographs, shipment records, product links, or a written explanation. Telephone availability follows the service hours above. If a call cannot be completed or requires supporting material, send the information by email so the team can review it accurately.
Information That Helps Us Assist You
Product questions
Include the product name or page link and describe the detail you want to confirm. For questions about size or placement, sharing the available surface dimensions can help the team point you to the measurements shown on the listing. Product appearance can vary with surrounding light and screen settings, so identify the specific color or finish you are considering.
Existing orders
Include the order number, the name used for the order, and a short description of the request. Do not send account passwords or unnecessary identity documents. If an address correction is needed, contact us promptly; a change may no longer be possible once dispatch preparation or carrier movement has begun.
Delivery questions
Provide the order number, tracking reference if available, and a description of the latest carrier event. Standard transit is normally 5–7 calendar days after dispatch. If the tracking record has not changed, the parcel appears to have taken an unusual route, or the carrier marks it delivered but it cannot be located, tell us which checks have already been completed.
Damaged, incorrect, or incomplete deliveries
Contact us as soon as practical with the order number, a photograph of the external parcel, a photograph of the internal protective materials, and clear images of the received item. Keep the item and packaging until the team provides instructions. These materials allow us to distinguish transit damage from a packing or item issue and determine an appropriate resolution.
Return requests
A return request must be submitted within 60 calendar days after delivery. Include the order number, the item name, the quantity, the reason for the request, and current photographs where relevant. Please wait for return instructions before sending anything, because an unregistered parcel may be difficult to identify. Eligibility and condition standards are explained in the Return Policy.
Refund status
After the returned item has been reviewed and the refund has been approved, the amount normally appears within 7–10 business days. If that period has passed, reply to the existing support conversation so the team can review the case history without separating it into multiple records.
Privacy requests
Use the subject line “Privacy Request” and identify the right you wish to exercise. For protection against unauthorized access, we may ask for information reasonably needed to verify that the request relates to you. Please omit unrelated personal details. The Privacy Policy explains the available choices and circumstances that may affect a request.
How Requests Are Organized
To avoid delays, use one email conversation for the same issue and place the order number in the subject line when applicable. Sending repeated messages through several channels can separate photographs from the original explanation. If you need to add information, reply to the first email so all materials remain together.
Support messages may be categorized by topic and assigned to a team member familiar with that type of request. A carrier, fulfillment participant, or technical service provider may need limited case information when its records are required to investigate. Information is shared only to the extent reasonably connected to resolving the inquiry and is handled according to the Privacy Policy.
Communication Standards
We ask customers to provide accurate information and communicate respectfully. In return, our team aims to use clear language, identify any missing material, and avoid promising an outcome before the relevant facts have been reviewed. We may close messages that contain automated abuse, unlawful threats, or content unrelated to KELSVORA™ services, while preserving legitimate consumer requests.
The customer care desk can explain store procedures and review individual cases. It cannot alter legal requirements, direct a carrier outside that carrier’s operational controls, or confirm product characteristics that are not supported by the listing and available records.
Business Correspondence
Notices intended for Hangzhou Xuxiantuan Network Technology Co., Ltd. may be sent to the postal address above and copied to service@kelsvora.com. Clearly label the subject of the correspondence and provide a return contact method. Postal delivery time is separate from the customer response standard, which applies to inquiries received through the support channel.