Contact Us

This Contact Us policy explains how customers may reach Ryuran for assistance before or after placing an order through https://ryuran.com. It applies to product questions, order support, account-related assistance, feedback, complaints, and postal correspondence submitted through the contact channels described below.

Contact Purpose Categories

Please choose the contact purpose that best matches your request so our support team can direct it to the appropriate review process. Clear subject lines and concise descriptions help us provide a faster and more accurate response.

• Use general enquiries for product details, sizing guidance, availability, website navigation, and pre-purchase questions.
• Use order support for order status, order changes, delivery tracking, missing items, damaged items, or payment-related questions.
• Use feedback and complaints for concerns about your shopping experience, product quality, customer service, or the handling of a prior request.
• Use postal correspondence for written notices or items that need to be sent to our office and receiving address.

For shipping questions, Shipping availability and charges are calculated at checkout from the delivery address and applicable shipping templates. Do not infer free shipping from currency settings.

Customer Service Email and Telephone

Email is the preferred channel for requests that require order details, photographs, screenshots, or a written record. You may contact our customer service team at contact@ryuran.com and include a descriptive subject line.

For direct assistance, call +86 131 2600 5909. You may also message our team through WhatsApp at https://api.whatsapp.com/message/WICRDC4CP5XYE1.

Please avoid sending payment card details, passwords, verification codes, or other sensitive security credentials by email, telephone, or messaging service. If a request needs verification, we will ask only for information reasonably necessary to locate and review the matter.

Service Hours

Customer service is available Mon-Fri, 9:00-18:00. Messages received outside these hours, on weekends, or during public holidays will be reviewed when normal service resumes.

Telephone and WhatsApp availability may occasionally vary due to call volume or connectivity. If you cannot reach us by phone, please email contact@ryuran.com with your request and a callback number if you would like us to contact you.

Expected Response Times

We aim to acknowledge most customer service messages within 1-3 business days. Requests involving order investigations, carrier confirmations, product inspections, payment review, or complaints may require additional time because we may need to verify the relevant records.

Sending repeated messages through several channels does not usually speed up a case and can create duplicate tickets. Please keep the same order number and contact details in follow-up messages so that we can link your correspondence to the existing request.

Information Needed for Order Enquiries

Do not include information that is not needed to resolve your enquiry.

• Provide your order number and the email address used when the order was placed.
• State the purchaser’s full name and the delivery postcode or destination country.
• Explain the issue clearly, including the item name, quantity, and the action you are requesting.
• Include clear photographs for damaged, incorrect, or incomplete items when applicable.
• Share tracking information, delivery notices, or screenshots of error messages if they relate to your enquiry.

If you are contacting us about an order on behalf of another person, we may ask for enough information to confirm that we can safely discuss the order with you.

Complaints and Urgent Issues

We take complaints seriously and review them fairly. Please send your complaint to contact@ryuran.com with the subject line “Complaint,” your order number if applicable, a description of the issue, and the outcome you would like us to consider.

1. We will acknowledge your complaint and record the details for review.
2. We will examine the available order, communication, and supporting information.
3. We will provide an update or resolution after the review is complete.

For urgent order concerns, such as a suspected unauthorized order, an immediate delivery-address error, or a safety concern about an item, call +86 131 2600 5909 during service hours and also send a written email to contact@ryuran.com. Contacting us quickly may help us assess available options, but changes cannot be guaranteed once an order has entered processing or shipment.

Mailing Address

Send written correspondence to the following office and receiving address: No. 174 Pau Chung Street, To Kwa Wan, Kowloon City District, Hong Kong.

Please include your name, return contact details, order number where relevant, and a clear explanation of the reason for mailing. Do not send products, documents containing sensitive information, or other items to this address unless our customer service team has first confirmed that doing so is appropriate.

Updates to This Contact Policy

Ryuran may update this Contact Us policy when our support processes or communication methods change. The current version will be published on https://ryuran.com and applies from the time it is posted.

If you have questions about an update or need help using any of these contact methods, please reach us at contact@ryuran.com, call +86 131 2600 5909, or use https://api.whatsapp.com/message/WICRDC4CP5XYE1.