Reach us directly

There is no chatbot and no ticket queue in front of you. Messages land with our small customer care team and are answered by Lu Qiong (路琼) or a colleague who works directly with the formulations.

Response times

• Weekday email: usually within 24 hours, often the same day.
• Weekend or holiday email: next business day.
• Telephone: answered during service hours; if the line is busy, leave the order number in an email and we will call back.
• Returns authorisation: issued within one business day of a complete request.

Before you write

Having these ready speeds things up considerably:

• Your order number (it appears in the confirmation email and begins with the shop prefix).
• The email address used at checkout.
• The product name and, if relevant, the batch code printed on the base of the packaging.
• For damaged or incorrect items, two or three photographs — outer packaging, inner packaging, and the item itself.

Order & delivery enquiries

Tracking questions, address corrections and delivery exceptions are best handled by email to service@ryxqel.com with your order number in the subject line. We can amend a shipping address only while a parcel is still at the fulfilment stage; once it has been handed to the carrier, the address is fixed by their system.

If a parcel shows as delivered but has not arrived, tell us within 14 days of the delivery scan and we will open a trace with the carrier on your behalf.

Product & ingredient questions

We are happy to discuss full INCI lists, pH values, active concentrations and how a formula fits alongside others you already use. If you are pregnant, breastfeeding, under dermatological treatment or managing a diagnosed skin condition, please consult your clinician before starting any active product — we can describe the formula, but we cannot give medical advice.

Returns and damaged goods

Contact us before sending anything back so we can issue a return authorisation and confirm the correct destination. Unauthorised returns cannot be matched to an order and may be refused at the warehouse. Goods that arrive damaged, faulty or incorrect are always resolved at our cost — see the Return Policy for the full procedure.

Company details

ryxqel.com is owned and operated by Qingyang Haiming Trading Co., Ltd..

Business category: skin care product
Registered address: No. 02, to the east of Tongxing Community, Yi Feng Village, Shanhe Town, Zhengyang City, Gansu Province
Owner: Lu Qiong (路琼)
Email: service@ryxqel.com
Telephone: 00852-5622683
Business hours: 10:00 – 17:00 (UTC-7)