Contact Us

Get in Touch with nerluxa

Thank you for visiting nerluxa!

We appreciate your interest in our store and are always happy to hear from our customers.

Whether you have a question before making a purchase, need help with an existing order, or require assistance after receiving your products, our customer support team is here to help.

At nerluxa, we believe that clear communication and thoughtful assistance are essential to a positive shopping experience. We aim to make it easy for customers to reach us and receive helpful information whenever questions arise.

1. Product Information and Shopping Inquiries

Have a question about a product before placing an order?

We welcome inquiries about the products available in our online store.

Our team can assist with general questions concerning:

  • Product descriptions and specifications.

  • Product features and displayed information.

  • Available sizes, colors, or options, where applicable.

  • Product availability.

  • Information displayed on product pages.

  • General shopping guidance.

If you need additional details about a particular item, please include its product name or the relevant product page link in your message.

We will review your inquiry and provide assistance based on the available product information.

2. Order-Related Assistance

If you have already completed a purchase and need assistance, you are welcome to contact us.

We can help review inquiries concerning:

  • Order confirmation and purchase details.

  • Order processing status.

  • Product or quantity discrepancies.

  • Order information correction requests.

  • Cancellation inquiries.

  • Other matters relating to an existing purchase.

To help us locate your order, please provide your order number and the email address used during checkout.

If you need to make changes to an order or request cancellation, please contact us as soon as possible.

Please note that modifications and cancellations depend on the current order processing and shipping status. Once an order has entered processing or has been dispatched, changes may no longer be possible through our standard procedures.

3. Payment and Checkout Support

If you experience difficulties during checkout or have questions about a payment transaction, please get in touch with our support team.

You may contact us regarding:

  • Payment confirmation.

  • Transaction status.

  • Checkout difficulties.

  • Payment-related order inquiries.

  • Other purchase-related payment concerns.

When submitting a payment inquiry, please include your order number if available and describe the issue you encountered.

For security reasons, please do not send passwords, complete payment card numbers, or other sensitive financial credentials through email.

4. Shipping and Delivery Assistance

We understand that receiving your order on time and having access to clear delivery information are important.

If you need assistance with a shipment, our team can help with inquiries concerning:

  • Available shipping methods.

  • Shipping charges.

  • Estimated delivery periods.

  • Order tracking information.

  • Delayed shipments.

  • Missing or undelivered packages.

  • Delivery address correction requests.

  • Other transportation-related concerns.

If you are contacting us about an existing shipment, please include your order number and tracking number, if available.

If your package has not arrived within the estimated delivery period, please let us know so we can review the available shipment information.

For further details about our delivery arrangements, please refer to our Shipping Policy.

5. Returns and Refund Assistance

We understand that there may be situations where you need to return a purchased product or request a refund.

At nerluxa, our standard after-sales arrangements are designed to provide customers with clear procedures and reasonable assistance.

The main guidelines are outlined below.

Return Period

Eligible purchases may be returned within 30 calendar days after delivery, subject to the applicable return conditions.

Personal Preference Returns

If you wish to return an item because of a change of mind, personal preference, or another reason unrelated to a product issue or our fulfillment error, you are responsible for the applicable return shipping costs.

Damaged or Defective Products

If a return is required because of a qualifying product issue, nerluxa will cover the applicable return shipping costs.

Incorrect Products

If you receive an incorrect item because of an error on our part, we will cover the applicable return shipping costs when a return is required.

Refund Processing

Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

All return requests must be submitted to our customer support team before a product is shipped back.

Once your request has been reviewed and approved, we will provide the appropriate return instructions and designated return destination.

For full details, including eligibility requirements and procedures, please review our Return & Refund Policy.

6. Reporting Damaged, Defective, or Incorrect Products

We want customers to receive the products they ordered in the expected condition.

If your package arrives with damaged, defective, incomplete, or incorrect products, please contact us as soon as reasonably possible.

To help us understand the situation, please provide:

  • Your order number.

  • The name or description of the affected product.

  • A brief explanation of the issue.

  • Clear photographs or videos showing the problem, where available.

  • Photographs of the external packaging, if relevant.

Our team will review the information and explain the appropriate next steps.

Depending on the circumstances and applicable consumer protection requirements, an appropriate resolution may include a replacement, authorized return, refund, or another suitable remedy.

Where a return is required because of our error or a qualifying product issue, nerluxa will cover the applicable return shipping costs.

7. General Questions and Customer Feedback

Your feedback helps us understand what customers need and how we can improve our store.

We welcome messages concerning:

  • Your overall shopping experience.

  • Suggestions about our website.

  • Product-related feedback.

  • Questions about our services.

  • Website functionality concerns.

  • Other general inquiries.

We value the time customers take to share their thoughts and appreciate the opportunity to improve our services through their feedback.

8. Official Customer Support Information

For assistance with products, purchases, shipping, or after-sales matters, please contact us through the official channels below.

Brand Name: nerluxa

Legal Company Name: Shantou Little Superstar Brand Management Co., Ltd.

Customer Service Email: service@nerluxa.com

Business Phone: +86 754-88992761

Business Address:

Room 502, Xinxing Building, Building 1, Longtou Industrial Zone, Longhua Subdistrict, Longhu District, Shantou City, Guangdong Province, China.

For inquiries about an existing order, please include your order number and the email address used during checkout.

Providing these details will help us identify the relevant purchase and review your inquiry more efficiently.

9. Information to Include in Your Message

To help us understand and handle your request, we recommend including the following information whenever relevant:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The product name or product page link.

  • A clear description of your question or concern.

  • Supporting photographs or videos for product-related issues.

Please make sure that the information you provide is accurate and avoid sharing passwords or complete payment card details.

10. Important Information About Return Shipments

Before sending any product back, please contact our customer support team and obtain return authorization.

Once your request has been approved, we will provide the designated return address and the relevant shipping instructions.

Please note that the business address displayed on this page is provided for company identification and general business correspondence. It is not necessarily the designated return shipping address.

Please do not send returned products to the business address above unless our customer support team has specifically confirmed that it is the correct return destination.

Following the instructions provided by our team will help ensure that your return can be properly identified and processed.

We Look Forward to Hearing From You

At nerluxa, we appreciate every opportunity to assist our customers.

Whether you are exploring our products, checking on a recent purchase, or looking for after-sales support, we are pleased to help make your shopping experience as convenient as possible.

Thank you for choosing nerluxa. Your trust and feedback are important to us, and we look forward to serving you.